Senior Customer Service Operations Supervisor – Specialty Pharmacy & Patient Support Leadership – Remote, Full‑Time – Championing Patient‑Centric Care Excellence at brighthush

About brighthush and the Future of Specialty Pharmacy

brighthush is redefining the specialty pharmacy landscape by turning complex medication journeys into seamless, patient‑first experiences. Our mission is simple yet transformative: to ensure that every patient receives the right medication at the right time, improving health outcomes and quality of life across the United States. We do this by marrying cutting‑edge technology, data‑driven insights, and a relentless focus on service excellence. From eligibility verification to medication adherence support, brighthush removes the friction that often keeps patients from accessing life‑changing therapies.

As a leader in the specialty pharmacy space, brighthush partners with pharmaceutical manufacturers, payers, and healthcare providers to deliver integrated, patient‑centric solutions. Our state‑of‑the‑art centralized facility—located just outside Dallas, Texas—serves as the nerve center for our operations, while our remote workforce extends our reach nationwide. We are proud to foster a culture of collaboration, continuous learning, and relentless pursuit of excellence.

Position Overview

The Senior Customer Service Operations Supervisor is a pivotal role that blends strategic leadership with hands‑on operational oversight. You will guide a high‑performing remote team of up to 20 agents, ensuring they deliver outstanding customer service and enrollment support for our specialty pharmacy clients. This full‑time, remote position demands a dynamic leader who can manage a distributed workforce, drive operational excellence, and cultivate a culture of continuous improvement.

Key Responsibilities

• Team Leadership & Development: Inspire, coach, and develop a remote customer service and enrollment team, ensuring each member meets or exceeds performance metrics and embraces a growth mindset.
• Process Design & Optimization: Design, implement, and refine Standard Operating Procedures (SOPs) and work instructions tailored to the specialty pharmacy program, driving consistency and scalability.
• Operational Oversight: Oversee daily operations, including scheduling, time‑card management, and HR responsibilities such as hiring, onboarding, and performance reviews.
• Data Analysis & Reporting: Analyze program metrics, create dashboards, and present weekly, monthly, and quarterly reviews to senior leadership and external clients, turning data into actionable insights.
• Cross‑Functional Collaboration: Partner with IT and business stakeholders to assess, test, and approve platform upgrades, business rule changes, and process enhancements.
• Issue Resolution: Identify, document, and resolve system issues that impact client relationship management (CRM) and overall productivity, ensuring minimal disruption.
• Quality & Compliance: Coordinate corrective and preventive actions, including disciplinary procedures when necessary, in alignment with company policies and regulatory standards.
• Coaching & Development: Facilitate regular 1:1 development sessions focused on performance, goal setting, and career growth, fostering a culture of continuous learning.
• Team Engagement: Host bi‑weekly or monthly team meetings to discuss updates, process changes, SLA/KPI performance, quality assurance, and emerging trends.
• Client Communication: Maintain proactive communication with clients and third‑party partners, ensuring a seamless experience and high satisfaction.
• Business Reviews: Contribute to the creation and delivery of quarterly business reviews, presenting insights and recommendations to clients.
• Continuous Improvement: Drive initiatives that reduce manual effort, enhance efficiency, and elevate service quality across the organization.

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, specialty pharmacy, or a related customer service environment.
• Proven management experience, preferably leading remote teams.
• Strong communication, presentation, and time‑management skills.
• Advanced proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams) with a focus on data analysis and reporting.
• Commitment to personal and team development, with a track record of coaching and mentoring.
• Ability to work independently, prioritize tasks, and meet critical deadlines.
• Travel readiness up to 10% of the time for client meetings or on‑site events.

Preferred Qualifications

• Experience with CRM platforms and data‑driven performance dashboards.
• Knowledge of payer policies, benefit verification, and pharmacy benefit management.
• Familiarity with HIPAA regulations and data privacy best practices.
• Experience in a fast‑paced, high‑volume call center environment.

Core Competencies

• Leadership & Coaching: Inspire and empower teams to achieve excellence.
• Analytical Thinking: Translate data into actionable insights.
• Process Optimization: Continuously refine workflows for maximum efficiency.
• Client Focus: Deliver exceptional service that drives customer satisfaction and retention.
• Adaptability: Thrive in a dynamic, evolving environment.
• Collaboration: Work cross‑functionally with IT, HR, and business partners.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Customer Service Operations Supervisor, you will:

• Access leadership development programs that sharpen strategic thinking and decision‑making.
• Participate in cross‑departmental projects, expanding your skill set beyond customer service.
• Earn certifications in project management, data analytics, or healthcare operations through our tuition reimbursement program.
• Receive mentorship from senior executives who are passionate about shaping the future of specialty pharmacy.
• Be considered for advancement into director or VP roles within the organization.

Work Environment & Company Culture

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

• Flexible scheduling within core hours (8:00 am–5:00 pm CT) to support work‑life balance.
• A fully equipped home office, including high‑speed internet, ergonomic furniture, and the latest technology.
• Regular virtual team building events, wellness challenges, and peer‑recognition programs.
• Open communication channels, from daily stand‑ups to quarterly town halls.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.

Compensation & Benefits

We offer a competitive salary range of $68,500.00 – $87,930.00 per year, commensurate with experience and qualifications. In addition, you will enjoy:

• Comprehensive medical, dental, and vision coverage.
• Paid time off, including vacation, sick leave, and 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 support programs.
• Wellness initiatives, including gym stipends, mental health resources, and healthy lifestyle programs.
• Access to early wage payment through our myFlexPay program.

How to Apply

If you are ready to lead a high‑impact team, drive operational excellence, and help patients access the therapies they need, we want to hear from you. Submit your application today and join brighthush in shaping the future of specialty pharmacy.

To apply, click the link below or visit our careers portal:

Apply to the Senior Customer Service Operations Supervisor Position

For any questions or to discuss your fit for this role, please contact our recruiting team at [email protected].