Senior Customer Service Operations Supervisor – Remote Specialty Pharmacy Team Leadership & Patient Access Champion – Elevating Care Delivery & Operational Excellence at brighthush

About brighthush

At brighthush, we are not just a specialty pharmacy; we are a catalyst for change in the way life‑altering therapies reach patients. By fusing deep clinical knowledge with cutting‑edge technology, we transform a fragmented, often confusing journey into a seamless, patient‑centric experience. Our mission is simple yet profound: make life‑changing therapies accessible, affordable, and reliable for every patient who needs them.

Operating entirely from the comfort of our team members’ homes across the United States, brighthush has cultivated a culture that thrives on innovation, accountability, and continuous learning. We celebrate diversity, champion data‑driven decision making, and remain unwavering in our commitment to improving patient outcomes. If you are passionate about making a tangible difference in people’s lives while working in a forward‑thinking, collaborative environment, brighthush is the place for you.

Position Overview

We are seeking an experienced Senior Customer Service Operations Supervisor to lead our remote patient access support team. In this pivotal role, you will manage a high‑performing group of up to 20 customer service and enrollment specialists, ensuring exceptional service delivery, adherence to key performance indicators, and alignment with client contracts and internal policies.

As a key member of the brighthush leadership team, you will drive operational excellence, mentor staff, and collaborate with cross‑functional partners to continuously improve processes and patient outcomes. Your influence will shape the way we deliver care, the quality of our service, and the satisfaction of our patients and partners.

Key Responsibilities

• Team Leadership & Development – Coach, train, and mentor a remote team of customer service and enrollment professionals, fostering a culture of high performance, accountability, and professional growth.
• Operational Oversight – Manage daily operations for a patient access support contact center, ensuring that staffing schedules, call volumes, and service level agreements (SLAs) are consistently met.
• Performance Management – Conduct regular one‑on‑one development sessions, set clear performance goals, and provide constructive feedback to drive continuous improvement.
• Process & SOP Development – Create, maintain, and refine Standard Operating Procedures (SOPs) and work instructions tailored to the specialty pharmacy program.
• Metrics & Reporting – Coordinate weekly, monthly, and quarterly reviews of program metrics and dashboards; proactively share insights with senior leaders and external stakeholders.
• Change Management – Evaluate, test, and approve program changes, including IT platform upgrades and business rule modifications, ensuring minimal disruption to service delivery.
• Issue Resolution – Identify and report system or process issues that could impact client relationships or productivity; collaborate with IT and business partners to implement timely solutions.
• HR & Staffing – Manage employee timecards, open requisitions, conduct interviews, and provide personnel recommendations to senior leadership.
• Compliance & Quality Assurance – Monitor program adherence, quality, and attendance; implement corrective and preventative actions as needed.
• Client & Partner Engagement – Maintain regular communication with client and third‑party partners, leveraging strong verbal and written communication skills.
• Business Review Contributions – Assist in building and presenting quarterly business reviews to clients, either virtually or in person.
• Process Improvement – Identify and implement efficiencies to reduce manual work and enhance team productivity.
• Team Collaboration – Host bi‑weekly or monthly team meetings to discuss updates, process changes, SLAs, KPIs, QA trends, and best practices.

Essential Qualifications

• Bachelor’s degree in Business Administration, Healthcare Management, or a related field (or equivalent work experience).
• 3–5 years of experience in patient support, customer service, or related fields within the healthcare or pharmaceutical industry.
• Proven management experience, ideally leading remote or hybrid teams.
• Strong communication, presentation, and time‑management skills.
• Advanced proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams) with a focus on data analysis, reporting, and documentation.
• Commitment to continuous personal and team development.
• Ability to work independently, prioritize tasks, and meet deadlines in a fast‑paced environment.
• Strong analytical and problem‑solving abilities.
• Travel up to 10% may be required for occasional client or team meetings.

Preferred Qualifications

• Experience in specialty pharmacy operations or patient enrollment programs.
• Knowledge of pharmacy benefit management (PBM) and reimbursement processes.
• Familiarity with CRM systems and data‑driven performance dashboards.
• Experience with process improvement methodologies such as Lean or Six Sigma.
• Background in remote workforce management and virtual team leadership.

Skills & Competencies

• Leadership & Coaching – Ability to inspire, motivate, and develop remote teams.
• Strategic Thinking – Translate business objectives into actionable operational plans.
• Customer‑Centric Mindset – Deliver exceptional service that aligns with patient and client needs.
• Data‑Driven Decision Making – Analyze metrics to identify trends, gaps, and improvement opportunities.
• Adaptability – Thrive in a dynamic environment with evolving processes and technologies.
• Collaboration – Work effectively across departments, partners, and stakeholders.
• Technical Proficiency – Comfortable with CRM platforms, data analytics tools, and remote collaboration software.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Supervisor, you will have access to:

• Leadership development programs that sharpen your strategic, people, and operational skills.
• Cross‑functional projects that expose you to new areas of the business, such as technology implementation or client strategy.
• Mentorship from senior leaders who share their expertise and insights.
• Continuous learning resources, including webinars, industry conferences, and online courses.
• Clear career pathways to senior management roles within operations, client services, or program management.

Work Environment & Culture

brighthush embraces a remote‑first culture that prioritizes flexibility, collaboration, and work‑life balance. Our team members enjoy:

• Fully equipped home office setups, including high‑speed internet, ergonomic furniture, and dedicated workspace.
• Regular virtual team building events, knowledge‑sharing sessions, and informal check‑ins.
• A culture of transparency, where ideas are welcomed and feedback is constructive.
• Commitment to diversity, equity, and inclusion, fostering an environment where every voice is heard.
• Recognition programs that celebrate achievements and milestones.

Compensation & Benefits

We offer a competitive salary range of $68,500 – $87,930 per year, commensurate with experience and qualifications. In addition, you will receive:

• Health, dental, and vision coverage.
• Paid time off and flexible vacation policies.
• 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‑support resources.
• Wellness programs, including fitness subsidies and mental health support.
• Access to a pre‑pay day solution (myFlexPay) for financial flexibility.
• Professional development budget for courses, certifications, and conferences.

Remote Work Requirements

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

• A dedicated, 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 and network line protection.
• Availability to work a scheduled shift of 8 AM – 5 PM CT, with flexibility for occasional client or team meetings.

How to Apply

Ready to join a mission‑driven team that is redefining specialty pharmacy? Submit your application today through the brighthush careers portal. We encourage early applications, as the position will close on November 20, 2026.

For any questions or assistance with your application, please contact our recruiting team at [email protected].

Join brighthush – Where Innovation Meets Compassion

At brighthush, you will be part of a forward‑thinking organization that values your expertise, supports your growth, and empowers you to make a tangible difference in patients’ lives. If you are a proactive, customer‑focused leader ready to take on a challenging yet rewarding role, we want to hear from you.

Apply now and help us bring life‑changing therapies to patients faster, together.