Senior Remote Customer Service Representative – Help Desk Specialist for Mission‑Critical Healthcare Support (CMS Partnership) – Brighthush

About Brighthush

Brighthush stands at the forefront of federal technology services, delivering secure, compliant, and high‑impact solutions that empower millions of Americans to access essential healthcare information and benefits. As a trusted partner of the Centers for Medicare & Medicaid Services (CMS), we design, implement, and support mission‑critical programs that directly influence the health and well‑being of our nation’s citizens. Our culture is built on integrity, innovation, and a relentless focus on customer‑centric excellence. Every day, we transform complex regulatory requirements into intuitive, user‑friendly experiences that keep federal programs running smoothly and transparently.

Position Overview

We are looking for a highly motivated, detail‑oriented Senior Remote Customer Service Representative – Help Desk Specialist to join our dynamic team. In this role, you will be the first line of defense for CMS users, providing frontline technical support that ensures seamless access to critical healthcare services. Your expertise will help maintain the integrity of sensitive data, protect personal information, and uphold the trust placed in Brighthush by federal partners and end‑users alike.

Why This Role Matters

Every interaction you handle has a direct impact on the lives of millions who rely on CMS programs. By resolving technical issues quickly and accurately, you help preserve the reliability of essential healthcare data, safeguard sensitive personal information, and reinforce the confidence that federal partners and the public place in Brighthush. Your work is not just about troubleshooting—it’s about enabling people to receive the care they need, when they need it.

Key Responsibilities

• Account & Access Management: Reset user IDs, unlock accounts, and troubleshoot multi‑factor authentication (MFA) issues to ensure secure and timely access for CMS users.
• Hardware & Software Support: Install, configure, and maintain desktops, laptops, printers, scanners, and peripheral devices. Provide remote support for operating system installations and updates.
• Ticketing & Documentation: Log all incidents in the ticketing system, update knowledge bases, and create detailed troubleshooting guides to facilitate knowledge sharing.
• Advanced Troubleshooting: Diagnose and resolve complex network and telecommunications issues, especially those affecting workstation performance.
• Project Liaison: Act as a technical bridge between end‑users and project managers, ensuring smooth integration of new technologies into the production environment.
• Profile & Role Management: Approve or reject role requests, manage profile updates, and maintain accurate user records.
• Reporting & Data Support: Address inquiries related to reports, files, data exchange, and supporting documentation, ensuring data integrity and compliance.
• Team Collaboration: Work within a dynamic team framework, contributing to shared projects and knowledge initiatives.
• Continuous Improvement: Identify areas for process enhancement, recommend solutions, and participate in ongoing training to stay current with industry best practices.

Essential Qualifications

• High School diploma or equivalent with a minimum of 1 year of relevant experience.
• Strong verbal and written communication skills, with a customer‑service mindset.
• Proficient analytical and problem‑solving abilities, capable of following established procedures to deliver consistent outcomes.
• Highly detail‑oriented, organized, and capable of managing multiple priorities in a fast‑paced environment.
• Ability to work independently as well as collaboratively within a team.
• Availability to work Monday‑Friday, 7:00 AM‑7:45 PM EST (typical shift: 11:00 AM‑7:30 PM EST).
• Successful completion of the CMS client vetting process is mandatory.
• Adaptability to shifting priorities and the ability to thrive in ambiguous situations.

Preferred Qualifications

• Additional training or education in IT support, cybersecurity, or a related field.
• Experience monitoring logs, scheduled events, and reporting on anomalies.
• Familiarity with call center telephony equipment and customer support workflows.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Previous government or federal agency experience.
• Knowledge of remote desktop software and virtual private network (VPN) technologies.

Skills & Competencies

• Technical Proficiency: Comfortable troubleshooting hardware, operating systems, and network connectivity issues.
• Customer‑Centric Communication: Ability to explain technical concepts in clear, non‑technical language.
• Process Adherence: Commitment to following documented procedures to ensure repeatable, high‑quality service.
• Time Management: Efficiently prioritize tickets, manage workload, and meet SLA targets.
• Collaboration: Work effectively with cross‑functional teams, including project managers and senior technical staff.
• Continuous Learning: Stay updated on emerging technologies, industry trends, and regulatory changes.

Career Growth & Learning Opportunities

At Brighthush, we believe in nurturing talent and fostering professional development. As a Help Desk Specialist, you will have access to:

• Structured onboarding and mentorship programs that pair you with experienced leaders.
• Regular training sessions on new technologies, cybersecurity best practices, and federal compliance standards.
• Opportunities to transition into advanced technical roles such as Systems Engineer, Network Administrator, or Project Manager.
• Participation in cross‑departmental initiatives that influence the direction of federal IT services.
• Recognition programs that celebrate outstanding performance and innovation.

Work Environment & Company Culture

Brighthush champions a culture of inclusion, transparency, and continuous improvement. Our remote workforce enjoys:

• Flexible work arrangements that support work‑life balance.
• Collaborative virtual spaces that encourage knowledge sharing and teamwork.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Regular virtual town halls and team‑building events.
• Access to wellness resources, including mental health support and fitness programs.

Compensation & Benefits

While the base hourly rate for this role is $21.53, Brighthush offers a comprehensive benefits package designed to support your well‑being and career growth:

• Competitive salary with performance‑based bonuses.
• Health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Paid time off, holidays, and flexible scheduling.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and mental health resources.
• Technology stipend for home office setup.

How to Apply

Ready to make a difference? Submit your application through our career portal or email your resume and cover letter to [email protected]. In your cover letter, highlight how your experience aligns with the responsibilities and qualifications outlined above, and explain why you are passionate about supporting federal healthcare programs.

Join Brighthush Today

As a Senior Remote Customer Service Representative – Help Desk Specialist, you will be at the forefront of ensuring that millions of Americans can access the healthcare services they need. Your technical expertise, customer‑service focus, and dedication to excellence will help Brighthush maintain its standing as a trusted federal partner. If you thrive in a dynamic, mission‑driven environment and are eager to grow your career while making a tangible impact, we encourage you to apply now and become part of the Brighthush family.