Customer Service Representative – Help Desk (Temporary, Remote) – CMS Provider Support Specialist at brighthush

About brighthush

brighthush is a leading federal partner dedicated to delivering mission‑critical services for the Centers for Medicare & Medicaid Services (CMS). With a legacy of excellence, brighthush empowers millions of Americans to access vital healthcare information and benefits through secure, compliant, and user‑friendly solutions. Our culture is built on integrity, innovation, and a relentless focus on customer success. As we expand our support footprint, we’re looking for a dynamic, tech‑savvy Customer Service Representative to join our Help Desk team on a temporary, fully remote basis.

Why This Role Matters

In the fast‑moving world of healthcare technology, the Help Desk is the frontline that keeps providers, clinicians, and patients connected. Your work will directly influence the efficiency of Medicare Provider community operations, ensuring that every provider can navigate the Identify Management web self‑registration and profile management process with confidence and ease. By resolving technical issues swiftly and accurately, you’ll help sustain the integrity of CMS’s critical services and uphold the trust placed in brighthush by federal partners.

Key Responsibilities

• Desktop & Operational Support: Assist Technician II in delivering comprehensive support to assigned sites and remote offices, including desktops, laptops, printers, scanners, and peripheral devices.
• Hardware & Software Management: Install, configure, maintain, and troubleshoot a wide range of PC hardware and operating systems, ensuring optimal performance for end‑users.
• Remote Assistance: Utilize remote desktop tools to provide real‑time support to users in remote or home office settings, reducing downtime and enhancing productivity.
• Ticketing & Documentation: Log detailed, accurate updates in the ticketing system, knowledge bases, and troubleshooting manuals, ensuring knowledge is captured for future reference.
• Advanced Troubleshooting: Diagnose and resolve complex technical issues within network and telecommunications environments, especially those affecting workstation functionality.
• Project Liaison: Serve as a technical bridge between support staff and project managers, facilitating smooth integration and transition of new technology initiatives into production.
• Image & Deployment Management: Maintain software and workstation image libraries, leveraging image deployment tools to streamline workstation provisioning.
• Continuous Improvement: Identify areas for enhancement in the support environment, collaborate with management to implement solutions, and monitor outcomes.
• Team Collaboration: Work within a structured team framework, contributing to shared goals and participating in cross‑functional projects.
• Additional Duties: Perform any other tasks assigned by management that support the overall mission of brighthush.

Essential Qualifications

• High School diploma or equivalent; 0–2 years of related experience.
• Strong verbal and written communication skills, with a customer‑service mindset.
• Analytical and problem‑solving abilities, capable of diagnosing issues and implementing effective solutions.
• Detail‑oriented, organized, and able to manage multiple tickets simultaneously.
• Proficiency with remote desktop software and ticketing systems.
• Ability to follow established processes, procedures, and guidelines to ensure consistent customer experiences.
• Independent and collaborative work style, thriving in both solo and team settings.
• Availability to work Monday–Friday, 10:30 AM–7:00 PM EST.
• Successful completion of the CMS client vetting process is required.
• Adaptability to ambiguity and change, with a proactive approach to learning.

Preferred Qualifications

• Experience with Windows operating systems and peripheral device support.
• Familiarity with image deployment tools (e.g., Microsoft Deployment Toolkit, SCCM).
• Knowledge of network and telecommunications fundamentals.
• Prior experience in a federal or regulated environment.
• Certification in IT support (e.g., CompTIA A+, Microsoft Certified IT Professional).

Skills & Competencies

• Technical Proficiency: Comfortable troubleshooting hardware, software, and network issues.
• Customer Focus: Empathy for end‑users, patience in high‑pressure situations.
• Communication: Clear, concise, and professional in all written and verbal interactions.
• Time Management: Prioritize tasks, meet deadlines, and maintain high ticket resolution rates.
• Team Player: Collaborate effectively with cross‑functional teams and share knowledge.
• Continuous Learning: Stay current with emerging technologies and industry best practices.

Career Growth & Learning Opportunities

While this role is temporary, it offers a unique window into the inner workings of a federal partner’s support ecosystem. You’ll gain exposure to:

• Advanced troubleshooting techniques across a broad spectrum of technologies.
• Project management interactions, providing insight into how new initiatives are rolled out.
• Best practices in knowledge base development and documentation.
• Potential pathways to permanent roles within brighthush or related federal agencies.

brighthush values professional development and offers access to training resources, mentorship programs, and certifications that can accelerate your career trajectory.

Work Environment & Culture

brighthush fosters a remote‑first culture that prioritizes flexibility, collaboration, and work‑life balance. Our team members enjoy:

• Fully remote work with a reliable virtual collaboration platform.
• Regular virtual team huddles and knowledge‑sharing sessions.
• A supportive environment that encourages innovation and continuous improvement.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

For this temporary position, the hourly rate is $21.53. While the role is short‑term, brighthush offers:

• Competitive pay aligned with industry standards.
• Paid time off for the duration of the assignment.
• Access to an employee assistance program and wellness resources.
• Opportunities to earn performance bonuses based on ticket resolution metrics.

Equal Opportunity Statement

brighthush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristic.

How to Apply

Ready to make a tangible impact on the healthcare technology landscape? Click the link below to submit your application and join the brighthush team.