Senior Customer Service Operations Supervisor – Remote, Nationwide, Specialty Pharmacy & Patient Support Leadership – Champion Patient Experience, Operational Excellence, and Continuous Improvement

About brighthush

brighthush is a pioneering force in the specialty pharmacy sector, dedicated to transforming complex patient journeys into seamless, compassionate experiences. Our mission is clear: remove every barrier that delays life‑saving therapies so that each patient receives the right treatment at the right time. With a fully remote, nationwide footprint, we empower a high‑performing team that lives our core values of empathy, accountability, and continuous improvement. We are not just a pharmacy; we are a partner to patients, manufacturers, and payers, ensuring that the right medication reaches the right person when they need it most.

Why This Role Matters

In the fast‑paced world of specialty pharmacy, the difference between a smooth patient experience and a frustrating one often hinges on the people behind the phone. As the Senior Customer Service Operations Supervisor, you will directly influence:

• Patient satisfaction scores that shape manufacturer relationships.
• Operational efficiency that reduces costs and improves throughput.
• Compliance with regulatory standards that protect both patients and the company.
• Continuous improvement initiatives that keep brighthush at the forefront of industry innovation.

Key Responsibilities

Team Leadership & Coaching

• Mentor and develop a remote workforce of up to 20 customer service and enrollment specialists, fostering a culture of excellence and accountability.
• Conduct regular 1:1s focused on performance, goal setting, and career growth, ensuring each team member feels supported and challenged.
• Implement coaching frameworks that translate feedback into measurable improvements.

Operational Oversight

• Manage daily scheduling, staffing, and workflow for the patient access support contact center, ensuring coverage aligns with client contracts and internal SOPs.
• Analyze call volume trends and adjust staffing models to maintain SLA compliance.
• Collaborate with IT and business operations to streamline processes and reduce manual effort.

Performance Management

• Monitor key performance indicators (KPIs), quality metrics, and attendance, providing timely feedback and corrective action when necessary.
• Develop dashboards that visualize performance trends and highlight areas for improvement.
• Lead root‑cause analysis sessions to address recurring issues and implement sustainable solutions.

Process Improvement

• Identify bottlenecks in patient enrollment and support workflows.
• Propose and implement process efficiencies that reduce manual effort and enhance service delivery.
• Champion Lean and Six Sigma methodologies to drive continuous improvement.

Standard Operating Procedures

• Create, update, and maintain SOPs and work instructions tailored to program requirements.
• Ensure SOPs comply with internal policies and client expectations.
• Facilitate SOP training sessions for new hires and ongoing refresher courses.

Reporting & Analytics

• Deliver recurring (weekly, monthly, quarterly) dashboards and reviews to senior leadership.
• Highlight trends, risks, and opportunities for improvement in clear, actionable formats.
• Support data‑driven decision making across the organization.

Technology & System Management

• Evaluate and approve platform upgrades, IT changes, and business rule modifications.
• Report system issues that impact CRM or productivity, coordinating with technical teams for resolution.
• Advocate for technology solutions that enhance customer experience and operational efficiency.

Recruitment & Onboarding

• Open requisitions, conduct interviews, and recommend hires to senior leaders.
• Ensure a strong talent pipeline that aligns with the evolving needs of the organization.
• Lead onboarding programs that accelerate new hire productivity and cultural integration.

Compliance & Corrective Action

• Coordinate with senior leadership and the Advice and Counsel Center to enforce corrective actions.
• Document and track corrective action plans, ensuring timely completion and compliance.
• Maintain a culture of accountability and continuous improvement.

Client & Partner Communication

• Maintain regular contact with clients and third‑party partners, leveraging strong verbal and written communication skills.
• Act as a liaison between the contact center and external stakeholders, ensuring alignment on expectations and deliverables.
• Represent brighthush in client meetings, presenting insights and recommendations.

Business Reviews & Presentations

• Contribute to the creation and delivery of quarterly business reviews.
• Present insights and strategic recommendations to clients, highlighting value and impact.
• Translate data into compelling narratives that drive action.

Team Collaboration

• Host bi‑weekly or monthly team meetings to discuss updates, process changes, SLAs, KPIs, QA findings, and emerging trends.
• Encourage cross‑functional collaboration to solve complex problems.
• Foster a culture of open communication and shared learning.

Work‑Life Balance

• Foster a supportive environment that encourages flexibility, autonomy, and a healthy work‑life balance for remote team members.
• Promote wellness initiatives and resources that support mental and physical health.
• Model healthy work habits and encourage team members to do the same.

Essential Qualifications

• Bachelor’s degree in Business, Healthcare Administration, or related field (or equivalent work experience).
• 3–5 years of experience in patient support, specialty pharmacy, or a related customer service environment.
• Prior management or supervisory experience, preferably in a remote setting.
• Strong communication, presentation, and time‑management skills.
• Proficiency in Microsoft Office (Word, Teams, Outlook, PowerPoint, Excel with pivot tables and basic formulas).
• Commitment to continuous personal and team development.
• Ability to travel up to 10% of the time for client or internal meetings.

Preferred Qualifications

• Experience with CRM systems and patient enrollment platforms.
• Knowledge of payer and reimbursement processes in the specialty pharmacy sector.
• Background in quality assurance and process improvement methodologies (Lean, Six Sigma).
• Experience managing remote teams across multiple time zones.
• Advanced analytical skills and data‑driven decision‑making.

Skills & Competencies

• Leadership & Team Building
• Strategic Planning & Execution
• Data Analysis & Reporting
• Problem Solving & Decision Making
• Customer‑Centric Mindset
• Adaptability & Resilience
• Collaboration & Cross‑Functional Communication
• Technology Savvy & Digital Fluency

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Supervisor, you will have the opportunity to:

• Progress to a Director or VP role in Customer Experience or Operations.
• Lead cross‑functional initiatives that shape the future of specialty pharmacy services.
• Participate in leadership development programs, mentorship, and executive coaching.
• Attend industry conferences, webinars, and training sessions to stay ahead of emerging trends.
• Contribute to strategic projects that influence company‑wide policy and process changes.

Work Environment & Company Culture

brighthush champions a culture of inclusion, innovation, and empowerment. Our remote workforce enjoys:

• Flexible scheduling within the 8 a.m. – 5 p.m. CT window, with full support for remote work.
• A dedicated, distraction‑free workspace equipped with high‑speed broadband (minimum 15 Mbps download, 5 Mbps upload,
• Company‑provided hardware, software, and ergonomic equipment to ensure optimal performance.
• Regular virtual team building events, wellness challenges, and peer recognition programs.
• A transparent, data‑driven approach to performance and growth.

Compensation & Benefits

The base salary for this role ranges from $68,500 to $87,930 annually, commensurate with experience and qualifications. In addition to competitive pay, brighthush offers:

• Medical, dental, and vision coverage.
• Paid time off (vacation, sick leave, holidays).
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
• 401(k) retirement plan with company match.
• Short‑ and long‑term disability coverage.
• Paid parental leave and family‑friendly policies.
• Access to early wage access programs.
• Wellness programs, including gym memberships, mental health resources, and health coaching.
• Professional development budget and tuition reimbursement.

Remote Work Requirements

All U.S. residents are eligible to apply. The role is fully remote, requiring:

• A quiet, private workspace free from distractions.
• High‑speed, broadband internet (minimum 15 Mbps download, 5 Mbps upload,
• Hardwired connection to the router with surge protection.
• Compliance with company security protocols and data protection standards.

How to Apply

Ready to join a mission‑driven team that transforms patient access to specialty therapies? Submit your application today and become part of brighthush’s commitment to excellence.

Closing Statement

At brighthush, we are redefining the specialty pharmacy landscape by putting patients and manufacturers at the heart of everything we do. As a Senior Customer Service Operations Supervisor, you will play a critical role in delivering exceptional service, driving operational excellence, and shaping the future of patient support. If you are passionate about leadership, innovation, and making a tangible impact on patient outcomes, we encourage you to apply now and help us bring life‑changing therapies to those who need them faster.

We look forward to welcoming you to the brighthush family!