Supervisor, Senior Customer Service & Patient Support Team Lead – Specialty Pharmacy Operations, Remote, Patient‑Centric Excellence

Welcome to brighthush: Pioneering Patient‑Centric Specialty Pharmacy Solutions

At brighthush, we are redefining how life‑changing therapies reach patients. By partnering with specialty pharmaceutical manufacturers, payers, and patients, we dismantle barriers to care and accelerate access to essential medications. Our state‑of‑the‑art hub, strategically positioned just outside Dallas, Texas, serves as a nexus where innovation meets compassion, ensuring that every patient receives the support they need, when they need it.

Role Overview: Senior Customer Service & Patient Support Team Lead

As a pivotal member of our remote team, you will lead a high‑performing contact‑center squad, champion operational excellence, and drive continuous improvement across patient access support. Your influence will shape the patient experience, uphold compliance standards, and contribute to brighthush’s mission of delivering world‑class service at scale.

Why This Role Matters

• Directly impact patient outcomes by ensuring timely enrollment and benefit‑investigation support.
• Serve as the bridge between patients, manufacturers, payers, and internal stakeholders.
• Shape the future of specialty pharmacy through data‑driven process enhancements.
• Lead a team that thrives in a fully remote, collaborative environment.

Key Responsibilities

• Team Leadership & Development – Mentor, coach, and inspire a contact‑center team of up to 20 agents, fostering a culture of accountability, continuous learning, and professional growth.
• Operational Excellence – Oversee daily patient access operations, ensuring seamless execution of customer service, enrollment, and benefit‑investigation activities.
• Process & SOP Management – Design, refine, and maintain Standard Operating Procedures and work instructions that align with program requirements and regulatory expectations.
• Performance Analytics – Conduct weekly, monthly, and quarterly reviews of key metrics, dashboards, and KPIs; translate findings into actionable insights for senior leadership.
• Change Management – Evaluate, test, and approve program changes, including IT platform upgrades and business‑rule modifications, to enhance service delivery.
• Issue Resolution – Identify system or process bottlenecks, collaborate with IT and business partners, and implement timely fixes to protect client relationships and productivity.
• HR & Staffing Oversight – Manage employee timecards, conduct interviews, open requisitions, and provide personnel recommendations to senior leadership.
• Compliance & Corrective Action – Monitor adherence to quality, attendance, and regulatory standards; implement corrective and preventive actions, including disciplinary measures when necessary.
• 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 – Prioritize tasks, meet deadlines, and align team objectives with organizational goals, working independently and proactively.

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.

Skills & Competencies for Success

• Leadership: Ability to inspire, coach, and develop a high‑performing team.
• Communication: Clear, concise, and persuasive verbal and written communication.
• Analytical Thinking: Proficiency in interpreting data, spotting trends, and recommending improvements.
• Problem Solving: Creative and systematic approach to resolving complex issues.
• Adaptability: Thrive in a fast‑paced, evolving environment with remote collaboration.
• Customer‑First Mindset: Passion for delivering exceptional patient support and service.

Career Growth & Learning Opportunities

At brighthush, we view growth as a shared journey. As Senior Customer Service & Patient Support Team Lead 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.
• Earn recognition through our performance‑based awards and peer‑to‑peer appreciation initiatives.

Work Environment & Company Culture

Our culture is built on transparency, collaboration, and a relentless focus on patient outcomes. 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.
• Access to a vibrant community of professionals dedicated to improving patient care.

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].

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