Customer Service Representative – AI‑Powered Government Solutions & Data Management Specialist

About brighthush

brighthush is a leading AI‑driven solutions provider dedicated to transforming the way federal agencies manage and leverage their workforce. With three decades of experience across Health, Defense, and Civilian missions, brighthush has built a reputation for delivering practical, sustainable technology that empowers government leaders to unlock creativity, productivity, and operational excellence. Our flagship brighthush Platform® is a proven, scalable system that aligns with each client’s unique culture, processes, and resources, enabling rapid, meaningful transformation at scale.

As a proud 2024 Military Friendly Employer, brighthush is committed to hiring and supporting active‑duty service members, veterans, and their families. We champion diversity, equity, and inclusion, and we operate under a strict merit‑based hiring policy that ensures every candidate is evaluated on skills, experience, and potential.

Role Overview

We are seeking a highly motivated Customer Service Representative (CSR I) to join our dynamic team in Reston, VA. In this role, you will be the frontline liaison between healthcare providers and our internal departments, ensuring that critical medical record documentation is collected, verified, and processed with speed and accuracy. Your work will directly support the implementation of national healthcare reform initiatives and help federal agencies deliver better services to the public.

As a member of the brighthush family, you will enjoy a collaborative, fast‑paced environment that rewards initiative, continuous learning, and a passion for service excellence. Whether you’re a seasoned customer service professional or a recent graduate eager to launch your career, this position offers a unique opportunity to make a tangible impact on government operations while advancing your own skill set.

Key Responsibilities

• Record Acquisition: Initiate and manage requests for medical records from providers, ensuring all documentation meets initial inspection criteria.
• Multi‑Channel Communication: Respond promptly and professionally to telephone, email, e‑fax, and written inquiries, providing clear guidance and resolving issues efficiently.
• Issue Analysis: Evaluate provider questions and determine the most effective use of resources to resolve discrepancies or missing information.
• Internal Liaison: Act as the bridge between external providers and internal teams (e.g., Medical Records, Compliance, IT) to coordinate follow‑ups and approvals.
• Quality Assurance: Verify the completeness and legibility of received records, flagging any that do not meet standards and coordinating resubmissions.
• Documentation Management: Maintain accurate logs of all interactions, decisions, and outcomes in the brighthush Platform®.
• Continuous Improvement: Participate in ongoing training, process reviews, and quality audits to enhance service delivery.
• Compliance & Confidentiality: Adhere to all federal regulations, internal policies, and data privacy standards when handling sensitive medical information.
• Team Collaboration: Work closely with peers and supervisors to meet daily targets and contribute to team goals.
• Additional Duties: Perform any other tasks assigned by the Call Center Manager or Medical Records Supervisor that support operational objectives.

Essential Qualifications

• Associate’s Degree in Medical Records, Computer Science, or a related field, or a high school diploma/G.E.D. with at least two years of customer service, call center, or medical record experience.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and experience using database or record‑keeping systems.
• Strong verbal and written communication skills, with the ability to articulate complex information clearly and professionally.
• Demonstrated ability to manage multiple phone lines and handle high call volumes while maintaining composure and accuracy.
• Team player mindset with a collaborative attitude and a willingness to support colleagues and cross‑functional initiatives.
• Commitment to maintaining confidentiality and adhering to all regulatory and company policies.

Preferred Qualifications

• In‑depth knowledge of medical records, including components, policies, and best practices.
• Familiarity with medical terminology, healthcare documentation, and Medicare/Medicaid forms.
• Experience with healthcare data management or compliance roles.
• Fluency in Spanish (both written and spoken) is highly desirable for bilingual CSR roles.
• At least one year of call center experience with a focus on customer service or medical records.
• Previous exposure to federal government processes or a background in public sector work.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building trust with external partners.
• Analytical Thinking: Ability to assess complex situations, identify root causes, and propose effective solutions.
• Attention to Detail: Meticulous approach to data entry, record verification, and compliance checks.
• Time Management: Efficiently prioritize tasks to meet daily targets and deadlines.
• Adaptability: Thrive in a fast‑paced, evolving environment and quickly learn new tools or processes.
• Collaboration: Work seamlessly with cross‑functional teams, including IT, Compliance, and Operations.
• Problem‑Solving: Proactively address challenges and seek continuous improvement opportunities.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a CSR I, you will have access to a comprehensive learning pathway that includes:

• Onboarding training modules covering medical records, federal regulations, and the brighthush Platform®.
• Regular skill‑building workshops on customer service excellence, data analytics, and AI fundamentals.
• Mentorship programs pairing you with senior CSRs and industry experts.
• Clear advancement tracks to higher‑level CSR roles, Customer Success Manager, or Technical Support Specialist.
• Opportunities to contribute to cross‑departmental projects, such as process automation or AI integration initiatives.

Work Environment & Culture

brighthush fosters a culture of innovation, collaboration, and respect. Our team values transparency, continuous feedback, and a healthy work‑life balance. You’ll find:

• Flexible scheduling options to accommodate personal commitments.
• Regular team‑building events, both virtual and in‑person.
• A supportive environment that encourages experimentation and learning from mistakes.
• Recognition programs that celebrate individual and team achievements.
• A commitment to diversity and inclusion, ensuring every voice is heard and valued.

Compensation & Benefits

While specific salary ranges are determined by experience and location, we offer a competitive hourly rate that aligns with industry standards. In addition to base pay, you will receive:

• Health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development budget for certifications, conferences, and courses.
• Employee assistance program and wellness resources.
• Access to the brighthush employee portal for training, resources, and community engagement.

How to Apply

Ready to join a forward‑thinking team that’s shaping the future of government workforce solutions? Submit your application through our careers portal or click the link below to apply directly:

Apply to this Job

Closing Statement

At brighthush, your work will have a direct, measurable impact on the efficiency and effectiveness of federal agencies nationwide. If you are a dedicated, detail‑oriented professional who thrives in a dynamic environment and is eager to contribute to meaningful change, we encourage you to apply today. Join us and help us build a brighter, more innovative future for government services.