Senior Remote Customer Service Operations Supervisor – Spearheading Nationwide Specialty Pharmacy Support & Patient Access Excellence at brighthush

About brighthush

brighthush is more than a specialty pharmacy platform – it’s a movement that places patients at the heart of everything we do. By fusing deep industry knowledge with state‑of‑the‑art technology—artificial intelligence, predictive analytics, and intelligent automation—we eliminate the friction that often stalls or blocks access to life‑changing therapies. Our mission is simple yet profound: empower patients to obtain, afford, and stay on the treatments that matter most, while simultaneously driving brand success for our partners across the United States.

Why Join brighthush?

When you step into a role at brighthush, you’re not just filling a position—you’re becoming part of a purpose‑driven team that transforms the patient journey. Here’s why leading talent chooses brighthush:

• Impactful Work: Every call you handle, every process you refine, directly influences a patient’s journey to better health.
• Innovation at Scale: We continuously integrate AI and automation to streamline patient onboarding, eligibility verification, and adherence monitoring.
• Remote Flexibility: Operate from any U.S. location with a dedicated workspace and high‑speed internet.
• Career Growth: Clear pathways to senior leadership, cross‑functional projects, and national initiatives.
• Diversity & Inclusion: A culture that celebrates diverse perspectives and fosters an environment where everyone can be their authentic selves.
• Community Impact: Your work directly supports patients who rely on specialty medications to manage chronic conditions, making a tangible difference in real lives.

Role Overview

As the Senior Remote Customer Service Operations Supervisor at brighthush, you will lead a high‑performing, distributed team that delivers exceptional customer service and enrollment support across the nation. Your leadership will shape the quality of care patients receive, the satisfaction of our clients, and the long‑term growth of our specialty pharmacy operations. You will be the bridge between frontline agents, senior leadership, and our partner ecosystem, ensuring that every interaction reflects brighthush’s commitment to excellence.

Key Responsibilities

• Team Leadership & Development: Coach, mentor, and train a distributed team of up to 20 agents. Conduct regular 1:1 development sessions focused on performance, goal setting, and career progression. Foster a culture of continuous learning and high engagement.
• Operational Oversight: Manage daily operations of the patient access support contact center, ensuring smooth workflow and adherence to service level agreements (SLAs). Monitor call volume, staffing, and quality metrics in real time.
• Performance Management: Create and maintain Standard Operating Procedures (SOPs) and work instructions. Monitor key performance indicators (KPIs) and conduct weekly, monthly, and quarterly reviews. Provide actionable feedback and coaching to improve performance.
• Process Improvement: Identify and implement process efficiencies to reduce manual work, improve accuracy, and enhance customer experience. Champion continuous improvement initiatives using Lean and Six Sigma principles.
• Stakeholder Collaboration: Coordinate with senior leadership, the Advice and Counsel Center, and business partners to resolve complex program issues and deliver corrective actions. Serve as the primary point of contact for escalated client inquiries.
• Recruitment & HR: Open job requisitions, conduct interviews, and provide personnel recommendations. Manage employee timecards and standard HR responsibilities, ensuring compliance with company policies.
• Client Engagement: Maintain regular contact with client and third‑party partners. Contribute to quarterly business reviews and present program metrics to senior leaders.
• Compliance & Reporting: Ensure adherence to internal policies, client contracts, and regulatory requirements. Report system issues that impact the client relationship management system (CRM) promptly.
• Team Communication: Host recurring team meetings (bi‑weekly/monthly) to discuss updates, process changes, SLA/KPI performance, quality assurance, and emerging trends. Encourage open dialogue and knowledge sharing.

Essential Qualifications

• Bachelor’s degree or equivalent work experience.
• 3–5 years of experience in patient support programs or related fields.
• Previous management or supervisory experience, preferably in a remote or distributed environment.
• Strong communication, presentation, and time‑management skills.
• Advanced proficiency in Microsoft Office (Word, Teams, Outlook, PowerPoint, Excel with pivot tables and basic formulas).
• Commitment to continuous personal and team development.
• Ability to work independently, prioritize tasks, and meet deadlines.
• Travel up to 10% may be required.

Preferred Qualifications

• Experience in the specialty pharmacy or pharmaceutical industry.
• Knowledge of payer and benefit investigation processes.
• Familiarity with CRM systems and data analytics tools.
• Experience managing remote teams and virtual collaboration platforms.
• Certification in customer service or operations management.

Skills & Competencies for Success

• Leadership: Inspire and empower a distributed team to exceed performance goals.
• Analytical Thinking: Translate data into actionable insights and process improvements.
• Customer‑Centric Mindset: Advocate for patients and clients in every decision.
• Adaptability: Thrive in a fast‑changing environment and manage multiple priorities.
• Collaboration: Build strong relationships across departments and with external partners.
• Technical Proficiency: Leverage technology to streamline workflows and enhance reporting.

Career Growth & Learning Opportunities

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

• Gain exposure to cross‑functional projects that shape the future of specialty pharmacy services.
• Participate in leadership development programs, mentorship, and coaching.
• Access a library of online courses, webinars, and industry conferences.
• Progress to senior management roles such as Director of Operations, Program Manager, or Vice President of Customer Experience.
• Contribute to strategic initiatives that influence national patient access strategies.
• Earn industry certifications and attend workshops that enhance your skill set.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, collaboration, and innovation. Our culture is built on:

• Trust & Autonomy: Freedom to manage your schedule while meeting performance expectations.
• Transparent Communication: Regular town‑hall meetings, virtual coffee chats, and open‑door leadership channels.
• Inclusive Values: Celebrating diversity and fostering an environment where every voice is heard.
• Well‑Being Focus: Programs that support mental, physical, and financial health.
• Community Engagement: Opportunities to volunteer and support local health initiatives.
• Innovation Hub: Access to cutting‑edge tools and a collaborative environment that encourages experimentation.

Compensation & Benefits

While the exact salary will depend on experience and location, the anticipated range for this role is $68,500 – $87,930 per year. In addition to competitive pay, brighthush offers:

• Comprehensive medical, dental, and vision coverage.
• Paid time off and a flexible vacation policy.
• 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.
• Wellness programs, including gym stipends and mental health resources.
• Early wage payment options via myFlexPay.
• Regular team‑building events and virtual social gatherings.
• Professional development stipend and tuition reimbursement.

Remote Work Requirements

All U.S. residents are eligible to apply. The role is fully remote and requires:

• A dedicated, quiet, private workspace free from distractions.
• High‑speed broadband internet (minimum 15 Mbps download, 5 Mbps upload, ping ≤30 ms).
• Hardwired connection to the router with surge protection.
• Access to a computer, headset, and other equipment provided by brighthush.
• Compliance with data security and privacy protocols.

How to Apply

Ready to make a difference in patient care and lead a high‑performing remote team? Submit your application today and join the brighthush family. We’re excited to meet talented leaders who share our passion for innovation and patient advocacy.

Click the link below to start your application:

Apply to brighthush Today

brighthush’s Commitment to Diversity and Inclusion

brighthush is an Equal Opportunity Employer. We celebrate the power of our differences and ensure that every employee can be their authentic selves. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, disability, sex, sexual orientation, gender identity, pregnancy, veteran status, marital status, creed, or any other status protected by law.

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Contact Information

For any questions or assistance with your application, please email us at [email protected].