Senior Remote Customer Service Specialist – Technical Support & Help Desk Operations for Federal Healthcare Programs (CMS, Medicaid, Medicare) – High Impact, 100% Virtual

About brighthush and the Federal Healthcare Landscape

brighthush stands at the forefront of federal technology solutions, partnering with the Centers for Medicare & Medicaid Services (CMS) to streamline access to vital health data and enrollment processes. Our mission is simple yet profound: empower millions of Americans with reliable, secure, and user‑friendly access to healthcare information and benefits. With a legacy of compliance, innovation, and unwavering commitment to public service, brighthush has become a trusted partner in the federal services arena.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, purpose‑driven team that thrives on collaboration, continuous learning, and a culture of excellence. We value diversity, champion work‑life balance, and invest heavily in professional development. Whether you’re a seasoned help‑desk veteran or a recent graduate eager to launch a career in federal technology support, brighthush offers a platform for growth, impact, and meaningful contribution.

What Makes brighthush Unique

• Mission‑Driven Impact: Every ticket you resolve directly supports the nation’s most essential health programs.
• Remote‑First Flexibility: Work from anywhere while staying connected to a vibrant, collaborative community.
• Career‑Accelerating Resources: Structured onboarding, mentorship, and a wealth of internal training portals.
• Inclusive Culture: A workplace that celebrates diversity, promotes mental well‑being, and rewards innovation.

Key Responsibilities

As a Senior Remote Customer Service Specialist, you will be the first line of defense for CMS users across the country. Your role blends technical expertise, customer empathy, and strategic collaboration to ensure seamless access to federal healthcare services.

• Remote Technical Support: Provide first‑line assistance to CMS users nationwide, handling password resets, account unlocks, MFA troubleshooting, and profile updates.
• Desktop & Peripheral Management: Install, configure, and maintain desktops, laptops, printers, scanners, and other PC peripherals for remote and on‑site users.
• Operating System & Software Support: Deploy and troubleshoot Windows, macOS, and Linux environments, ensuring optimal performance and security compliance.
• Ticketing & Knowledge Base Management: Log incidents accurately, document resolutions, and contribute to the evolving knowledge base to improve repeatable customer experiences.
• Advanced Troubleshooting: Diagnose complex workstation and network issues, collaborate with network engineers, and provide escalation paths when necessary.
• Project Liaison: Serve as a technical bridge between end‑users and project managers, facilitating smooth transitions of new technology initiatives into production.
• Image & Deployment Management: Utilize imaging tools to deploy standardized workstation images, ensuring consistency across the organization.
• Continuous Improvement: Identify recurring pain points, recommend process enhancements, and participate in cross‑functional improvement initiatives.
• Flexibility & Adaptability: Respond to shifting priorities, support additional programs within the broader BOSC portfolio, and contribute to temporary or ongoing support queues as business needs evolve.

Essential Qualifications

• High school diploma or equivalent; 1+ year of experience in a technical support or help‑desk environment.
• Strong verbal and written communication skills, with a customer‑centric mindset.
• Proficient in troubleshooting hardware, software, and network connectivity issues.
• Experience with remote desktop tools, ticketing systems, and knowledge‑base documentation.
• Detail‑oriented, organized, and capable of managing multiple concurrent tickets.
• Ability to work independently and collaboratively within a team.
• Willingness to complete the CMS client vetting process as a condition of employment.
• Adaptable to ambiguity, change, and evolving technology landscapes.

Preferred Skills & Experience

• Experience with call center telephony equipment and multi‑channel support (phone, chat, email).
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Knowledge of log monitoring, scheduled event tracking, and anomaly reporting.
• Prior government or federal agency experience, especially within CMS or healthcare domains.
• Training or certification in ITIL, CompTIA A+, or related technical disciplines.

Skills & Competencies for Success

• Technical Aptitude: Quick learning curve for new operating systems, software, and hardware.
• Problem‑Solving: Analytical mindset to diagnose root causes and implement effective solutions.
• Communication: Clear, concise, and empathetic communication with users of varying technical proficiency.
• Time Management: Prioritize tickets, meet SLA targets, and maintain high productivity.
• Team Collaboration: Work seamlessly with cross‑functional teams, including project managers, network engineers, and security specialists.
• Continuous Learning: Stay current with emerging technologies, industry best practices, and regulatory changes.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem:

• Structured onboarding and mentorship programs to accelerate skill acquisition.
• Access to internal training portals covering advanced networking, cybersecurity, and federal compliance.
• Opportunities to transition into specialized roles such as Systems Engineer, Network Administrator, or Project Manager.
• Participation in cross‑departmental projects that broaden your exposure to enterprise‑wide initiatives.
• Regular performance reviews with clear pathways for promotion and salary progression.

Work Environment & Culture at brighthush

Our remote‑first culture empowers you to work from anywhere while staying connected to a vibrant, collaborative community. We foster:

• Inclusive and respectful workplace values that celebrate diversity.
• Flexible scheduling to accommodate personal commitments and peak productivity times.
• Regular virtual town halls, knowledge‑sharing sessions, and team‑building activities.
• A focus on mental health and well‑being, with access to counseling resources and wellness programs.
• Recognition programs that celebrate achievements, milestones, and innovative ideas.

Compensation, Perks, and Benefits

While the base hourly rate for this role is $21.53, brighthush offers a comprehensive benefits package that includes:

• Competitive salary with potential for overtime and performance bonuses.
• Health, dental, and vision insurance plans tailored for remote employees.
• Retirement savings plan with employer matching contributions.
• Paid time off, holidays, and flexible sick leave.
• Professional development stipend for certifications, conferences, and courses.
• Employee assistance program and mental health resources.
• Technology stipend to equip your home office with the necessary tools.

How to Apply

Ready to make a tangible impact on the nation's healthcare infrastructure? Submit your application through the brighthush careers portal or click the link below to start your journey with us.

Apply to brighthush Today

Equal Opportunity Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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.