Experienced Customer Service Representative – Healthcare & Technology Consulting – Remote – Richmond, VA – brighthush

About brighthush and the Opportunity

brighthush is a leading technology consulting firm that partners with public and private sector clients to deliver innovative solutions in application development, systems analysis, cybersecurity, and data management. With a strong focus on healthcare, brighthush helps state and federal agencies streamline processes, improve patient outcomes, and ensure compliance with evolving regulations. Our culture is built on collaboration, continuous learning, and a commitment to making a measurable impact on the communities we serve.

We are currently seeking an Experienced Customer Service Representative to join our Richmond, VA team. This role is fully remote, allowing you to work from anywhere while staying connected to a dynamic, high-volume support environment. As a key member of our customer experience team, you will be the first point of contact for clients and consumers, ensuring that every interaction reflects brighthush’s dedication to excellence, confidentiality, and service quality.

Key Responsibilities

• Respond promptly to inbound customer inquiries via phone, email, and chat, providing accurate information about services, account status, and program eligibility.
• Process customer requests, update account information, and maintain meticulous records across multiple systems, including CRM and proprietary call‑center platforms.
• Resolve customer concerns efficiently while upholding strict quality, confidentiality, and service standards.
• Collaborate with cross‑functional teams—technical, compliance, and project management—to address complex customer needs and deliver exceptional service.
• Document all interactions in detail, preparing status updates, escalation reports, and project deliverables as required.
• Adhere to all regulatory requirements related to data privacy, especially within regulated healthcare environments.
• Participate in continuous improvement initiatives, providing feedback on process enhancements and system usability.
• Maintain a high level of product knowledge and stay current on industry trends, new services, and regulatory changes.

Essential Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or a related field, or equivalent combination of education and experience.
• Experience: 1–3 years in customer service, call center operations, or phone‑based support within a high‑volume environment.
• Technical Skills: Proficiency with Customer Relationship Management (CRM) systems, data entry, Microsoft Office Suite, call‑center software, and account management tools.
• Domain Knowledge: Experience supporting healthcare enrollment and eligibility processes, including handling consumer inquiries about coverage, benefits, and life‑event reporting.
• Regulatory Compliance: Demonstrated ability to operate within regulated healthcare service environments, protecting sensitive data and meeting quality and service‑level agreements.
• Communication: Strong verbal and written communication skills, capable of explaining technical concepts to non‑technical stakeholders.
• Documentation: Ability to prepare clear, concise project documentation, status updates, and deliverables.
• Work Authorization: Must be legally authorized to work in the United States.

Preferred Qualifications

• Experience in a call center or high‑volume customer service setting.
• Ability to work independently in a remote environment while managing multiple systems simultaneously.
• Strong attention to detail, organizational skills, and a customer‑focused mindset.
• Familiarity with healthcare programs such as Medicaid, Qualified Health Plans, and Medicare processes.
• Previous exposure to regulated environments requiring strict adherence to confidentiality and compliance standards.

Skills & Competencies for Success

• Customer‑centric approach: Empathy, patience, and a genuine desire to help.
• Problem‑solving: Ability to diagnose issues quickly and propose effective solutions.
• Adaptability: Comfortable with changing priorities and evolving technology.
• Team collaboration: Willingness to share insights and support colleagues across functions.
• Time management: Efficiently handle a high volume of inquiries while maintaining accuracy.
• Data integrity: Meticulous record‑keeping and adherence to data protection policies.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Representative, you will have the opportunity to:

• Progress into senior support roles, such as Team Lead or Customer Experience Manager.
• Transition into technical support or project management positions, leveraging your domain knowledge.
• Participate in specialized training programs covering healthcare regulations, cybersecurity fundamentals, and advanced CRM techniques.
• Earn certifications such as Certified Customer Experience Professional (CCEP) or Certified Information Systems Security Professional (CISSP) through our tuition reimbursement plan.
• Engage in cross‑functional projects that expose you to new technologies and business processes.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and innovative culture. Our remote teams are connected through regular virtual stand‑ups, knowledge‑sharing sessions, and informal coffee chats. We celebrate diversity, encourage open communication, and reward creativity. Employees enjoy flexible work hours, a supportive manager structure, and a focus on work‑life balance.

Compensation, Perks, and Benefits

While specific figures vary by role and experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with experience.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off, holidays, and sick leave.
• Professional development budget and tuition reimbursement.
• Flexible work arrangements and remote‑work stipend.
• Employee wellness programs, including virtual fitness classes and mental health resources.

Why Join brighthush?

As a Customer Service Representative at brighthush, you will:

• Make a tangible difference by helping consumers navigate complex healthcare systems.
• Work with cutting‑edge technology and innovative solutions that shape the future of public service.
• Be part of a mission‑driven organization that values integrity, collaboration, and continuous improvement.
• Enjoy a supportive, inclusive culture that rewards hard work and encourages personal growth.

Ready to Apply?

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced environment, and want to grow your career in technology consulting and healthcare, we invite you to apply today. Join brighthush and help us transform the way people access and manage their health services.