Job Information
HEALTH AND HUMAN SERVICES COMMISSION Customer Support Specialist in Austin, Texas
Job/Position DescriptionThe Customer Support Specialist (Public Health and Prevention Specialist II) aides Specialty Health by performing technical services in providing program information and performs client record update activities. Responds to inquiries received on the customer service toll free and local area phone lines as well as by mail, email, and fax. Provides specific information and updates primarily for the following programs: Children with Special Health Care Needs (CSHCN) Services Program, Kidney Health Care (KHC) Program, and the Hemophilia Assistance Program (HAP). May assist with resource and customer service support for other specialized programs within the office. External inquiries are received from recipients, providers, and the public regarding eligibility status, claims status, benefits, limitations, rules, policies, procedures, and requests to update recipient records. Updates client records either through a manual process or the officeand#146;s automated system of record. Assists with analyzing processes to ensure adequate, prompt, and efficient customer service and makes recommendations for changes needed or systems improvements. Reports to the Specialty Health Customer Service Supervisor and is supported by them in regard to scope of work and job functions. Essential Job FunctionsAttends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned. (40%) Provides program specific information and performs client record update activities for Specialty Health. Responds to requests for program information and updates received primarily through the customer service phone lines, and those received by fax, mail and/or email for all programs within office. Responds to high call volumes. Responds to information requests, inquiries and updates received from the recipients, providers, other agencies, and the public. Types of inquiries and requests are for eligibility and claims status, explanation of benefits, program limitations, rules, policies, and procedures and for request to change and update recipient records. Maintains quality expectations set out by quality improvement metrics and management. (30%) Uses Specialty Healthand#146;s system of record (both manual and automated) to research information to respond to inquiries and service requests. May refer callers to available providers in their area and to other Health and Human Services programs. Routes calls to appropriate program staff as needed. Prepares special reports or summaries of findings regarding travel reimbursements. (15%) Monitors operation of manual and automated systems. Assists with mailing customer service documents to ensure prompt, accurate and efficient customer service delivery. Performs quality assurance tests on program processes of record and phone systems, and reports identified problems to the Customer Service Supervisor. Provides technical assistance regarding program sites and pharmacy claim processing to providers including social workers, case managers, regional staff, and pharmacists. (10%) Researches recipient and provider information on various programs and performs case research to support legislative inquiries, administrative reviews, and fair hearings. Prepares special reports for summaries of findings. (5%) Other duties as assigned include but are not limited to actively participating and/or serving in a supporting role to meet the agency's obligations for disaster response and/or recovery or Continuity o https://jobshrportal.hhsc.state.tx.us/ENG/CareerPortal/job_profile.cfm?szOrderID=595332 Copy the URL in the preceding sentence to an Internet Explorer browser to apply to the job directly through the Texas Health and Human Services Career Portal.