Supervisor, Customer Service & Patient Support Leadership – Specialty Pharmacy Operations, Remote, Patient‑Centric Excellence

About brighthush and the Specialty Pharmacy Landscape

brighthush is a forward‑thinking, patient‑centric organization that partners with specialty pharmaceutical manufacturers to break down barriers to care. By combining deep expertise in pharmacy, payer, and hub services with cutting‑edge technology, we enable life‑changing therapies to reach patients faster, more efficiently, and at a lower cost. Our centralized specialty pharmacy hub, located just outside Dallas, Texas, serves as a strategic nexus where manufacturers, payers, and patients converge to achieve optimal health outcomes.

In the rapidly evolving specialty pharmacy sector, the role of a Supervisor, Customer Service & Patient Support Leadership is pivotal. You will be the linchpin that ensures our patient access support team delivers world‑class service, drives enrollment success, and upholds the highest standards of compliance and quality. This position is fully remote, offering the flexibility to work from anywhere in the United States while still being an integral part of a high‑performing, collaborative culture.

Key Responsibilities

• Team Leadership & Development – Supervise, coach, and mentor a dynamic contact‑center team of up to 20 members, fostering a culture of continuous improvement, accountability, and professional growth.
• Operational Excellence – Oversee daily operations for patient access support, ensuring seamless execution of customer service, enrollment, and benefit‑investigation activities.
• Process & SOP Management – Create, refine, and maintain Standard Operating Procedures (SOPs) and work instructions tailored to program requirements, ensuring consistency and compliance.
• Performance Analytics – Coordinate weekly, monthly, and quarterly reviews of program metrics and dashboards; proactively communicate results to senior leaders and stakeholders.
• Change Management – Evaluate, test, and approve program changes, including IT platform upgrades and business‑rule modifications, to enhance service delivery.
• Issue Resolution – Identify and report system issues that could impact client relationships or productivity; collaborate with IT and business partners to implement timely fixes.
• HR & Staffing Oversight – Manage employee timecards, conduct interviews, open requisitions, and provide personnel recommendations to senior leadership.
• Compliance & Corrective Action – Monitor program adherence, quality, and attendance; implement corrective and preventive actions as needed, including disciplinary measures.
• Client & Partner Engagement – Maintain regular communication with clients and third‑party partners, ensuring alignment on expectations and service levels.
• Business Review & Reporting – Contribute to quarterly business reviews, presenting insights, trends, and improvement plans to clients.
• Process Improvement – Identify and implement efficiencies to reduce manual work, streamline workflows, and enhance overall productivity.
• Team Collaboration – Host recurring team meetings to discuss updates, SLAs, KPIs, QA findings, and emerging trends; collaborate across departments to solve complex issues.
• Strategic Planning – Work independently to prioritize tasks, meet deadlines, and align team objectives with organizational goals.

Essential Qualifications

• Bachelor’s degree or equivalent work experience (preferred).
• 3–5 years of experience in patient support, specialty pharmacy, or related fields.
• Prior management or supervisory experience.
• Exceptional communication, presentation, and time‑management skills.
• Commitment to personal and team development.
• Advanced proficiency in Microsoft Office (Word, Teams, Outlook, PowerPoint, Excel with pivot tables and basic formulas).
• Willingness to travel up to 10% of the time.

Preferred Qualifications & Competencies

• Experience with CRM systems and data‑driven decision making.
• Knowledge of payer benefit structures and reimbursement processes.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Proficiency in project‑management tools (e.g., Asana, Trello).
• Demonstrated ability to lead in a remote, distributed environment.
• Background in compliance, quality assurance, or regulatory affairs.

Career Growth & Learning Opportunities

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

• Progress to senior leadership roles such as Director of Operations or Head of Patient Support.
• Participate in cross‑functional projects that shape the future of specialty pharmacy.
• Access continuous learning resources, including industry certifications, webinars, and internal training programs.
• Benefit from mentorship programs that pair you with seasoned leaders across the organization.

Work Environment & Company Culture

Our culture is built on transparency, collaboration, and a relentless focus on patient outcomes. Key highlights include:

• Fully remote work model with flexible scheduling (8 am–5 pm CT).
• High‑speed, secure internet and dedicated hardware provided by brighthush.
• Inclusive, diverse, and supportive workplace that values authenticity.
• Regular virtual team‑building events and cross‑departmental knowledge‑sharing sessions.
• Recognition programs that celebrate individual and team achievements.

Compensation, Perks, and Benefits

We offer a competitive salary range of $68,500 to $87,930, commensurate with experience and qualifications. While bonus eligibility is not currently available, we provide a comprehensive benefits package that includes:

• Medical, dental, and vision coverage.
• Paid time off and 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 resources.
• Wellness programs, including gym memberships and mental‑health support.
• Early access to pay through myFlexPay.
• Work‑life balance initiatives and employee assistance programs.

Remote Work Requirements

All U.S. residents are eligible to apply. Your remote setup must include:

• Secure, high‑speed broadband (DSL, Cable, or Fiber) with a minimum download speed of 15 Mbps and upload speed of 5 Mbps.
• Ping rate no greater than 30 ms.
• Hardwired connection to the router.
• Surge protector with network line protection for company‑issued equipment.

How to Apply

Ready to make a tangible impact on patient care and join a team that values innovation, collaboration, and excellence? Submit your application today and become a key driver of success at brighthush.

We look forward to exploring how your expertise and passion align with our mission to bring life‑changing therapies to patients faster and more efficiently.

Application Deadline: 11/20/2026 – Apply now to secure your spot in this exciting opportunity.

For any questions or to update your application status, please contact our recruitment team at [email protected].