Experienced Level 1 Customer Care Center Representative – Medicaid Data Warehouse Support – Remote – brighthush

About brighthush and the Medicaid Data Warehouse Landscape

brighthush is a forward‑thinking technology partner dedicated to transforming how health data drives better outcomes for patients, providers, and payers. Our Medicaid Data Warehouse (MDW) division is at the forefront of integrating, cleansing, and delivering high‑quality data that informs policy decisions, improves care coordination, and supports compliance with federal and state regulations. By joining brighthush, you become part of a mission‑driven team that leverages cutting‑edge analytics to empower the public health ecosystem.

Position Overview

We are seeking a motivated, detail‑oriented Level 1 Customer Care Center Representative to support our MDW department. In this role, you will be the first line of contact for internal stakeholders and external partners who rely on our data services. Your primary responsibilities will include troubleshooting data‑related inquiries, triaging issues, and ensuring timely resolution through effective communication and collaboration with cross‑functional teams.

Key Responsibilities

• Issue Triage and Resolution: Receive, assess, and prioritize incoming support tickets related to Medicaid data queries, data quality alerts, and system access problems.
• Customer Interaction: Communicate clearly and professionally with users via phone, email, and chat, providing accurate information and setting realistic expectations.
• Data Quality Monitoring: Review data integrity reports, identify anomalies, and document findings for escalation to Level 2 analysts.
• Documentation: Maintain detailed records of support interactions in the Helix ticketing system, ensuring all actions are logged and traceable.
• Process Improvement: Collaborate with the MDW team to refine support workflows, develop knowledge base articles, and contribute to best‑practice guidelines.
• Compliance and Security: Adhere to data privacy regulations (HIPAA, HITECH) and internal security protocols when handling sensitive information.
• Team Collaboration: Participate in daily stand‑ups, knowledge‑sharing sessions, and cross‑departmental projects to enhance overall service quality.

Essential Qualifications

• Communication Excellence: Demonstrated ability to convey complex information clearly in both verbal and written formats.
• Technical Troubleshooting: Proven experience diagnosing and resolving basic IT and data‑related issues.
• Computer Literacy: Comfortable using Windows operating systems and standard office software.
• Microsoft Office Proficiency: Advanced skills in Outlook, Word, and Excel, including data manipulation and report generation.
• Educational Background: High School Diploma or GED required; a Bachelor’s degree is highly desirable.
• Remote Work Capability: Ability to work independently from 11 Corporate Woods Blvd, Albany NY (Remote) while maintaining strong collaboration with on‑site teams.

Preferred Qualifications

• Higher Education: Bachelor’s degree in Health Informatics, Computer Science, Public Health, or a related field.
• Call Center Experience: Prior exposure to a high‑volume customer support environment, preferably within healthcare or data services.
• Ticketing System Proficiency: Hands‑on experience with Helix or similar help desk platforms.
• Health Industry Knowledge: Familiarity with Medicaid programs, eligibility rules, or health data standards (e.g., HL7, FHIR).
• Analytical Mindset: Ability to interpret data trends, identify root causes, and recommend actionable solutions.

Core Skills & Competencies

• Strong interpersonal skills and a customer‑centric mindset.
• Excellent time‑management and organizational abilities.
• Adaptability to evolving processes and technology updates.
• Team player with a collaborative spirit and willingness to share knowledge.
• Commitment to maintaining confidentiality and data security.
• Proactive problem‑solving attitude and a drive for continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Level 1 Representative, you will have access to:

• Structured onboarding that covers our MDW architecture, data governance policies, and industry best practices.
• Mentorship from senior analysts and data scientists who will guide you through complex data scenarios.
• Regular training sessions on emerging healthcare data standards, analytics tools, and compliance updates.
• Opportunities to transition into Level 2 support, data quality analyst, or project management roles within the MDW team.
• Cross‑functional projects that expose you to business intelligence, policy analysis, and stakeholder engagement.

We also support external certifications such as Certified Health Data Analyst (CHDA) or ITIL Foundation, providing tuition reimbursement and exam vouchers.

Work Environment & Company Culture

brighthush fosters a culture of innovation, inclusivity, and work‑life balance. Our remote‑first approach means you can work from anywhere while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Collaborative tools like Microsoft Teams, SharePoint, and Azure DevOps.
• Flexible scheduling that respects personal commitments and promotes mental well‑being.
• A supportive environment where ideas are valued, and employees are encouraged to experiment and learn.

We celebrate diversity and are committed to creating an inclusive workplace where every voice is heard. Our employee resource groups focus on professional growth, community outreach, and wellness initiatives.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards for Level 1 support roles.
• Performance‑based bonuses and recognition programs.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and tuition reimbursement.
• Wellness benefits such as gym memberships, mental health resources, and wellness challenges.
• Remote work stipend covering home office setup and internet expenses.

Our benefits package is designed to support your health, financial security, and overall well‑being.

How to Apply

If you are passionate about leveraging data to improve public health outcomes and thrive in a dynamic, remote work environment, we encourage you to apply today. Click the link below to submit your application and join the brighthush team.

Apply to this job at brighthush

Join brighthush – Where Data Meets Impact

At brighthush, every interaction you handle contributes to a larger mission: delivering reliable, actionable Medicaid data that supports better care decisions and policy development. Your role as a Level 1 Customer Care Center Representative will be the first touchpoint for stakeholders who depend on our data integrity and responsiveness. By joining our team, you will not only grow your technical and customer‑service skills but also become part of a community that values innovation, collaboration, and social impact.

We look forward to welcoming a dedicated, customer‑focused professional who is eager to make a tangible difference in the health data landscape. Apply now and help us shape the future of Medicaid data services at brighthush.