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About the Role

The Medicaid and CHIP Services (MCS) department is driven by its mission to deliver quality, cost-effective services to Texans. This position makes a significant contribution to MCS’s mission by providing oversight to Managed Care Organizations, which deliver covered services, across delivery models, across all populations served by Medicaid and CHIP, and across all services available to individuals served by our programs. The Public Health & Prevention Specialist III performs moderately complex (journey-level) public health and prevention work related to coordinating the delivery of nonemergency medical transportation (NEMT) services, intake, tracking and resolution of client complaints, scheduling transportation services, quality review and monitoring of the delivery of client services in the newly created Fee For Service Delivery model. Work involves technical administrative support services in a customer care client services driven environment.

Responsibilities

Assist with the coordination and scheduling of NEMT services for clients that do not have any means to get from their residence to a covered healthcare service.
Manage the service delivery request with the most cost-effective means of transport that also meets the clients' medical needs.
Provide technical assistance to contracted brokers.
Participate in technical assistance sessions for Demand Response Transportation Service (DRTS) providers.
Serve as the liaison between the contracted transportation providers, MTP administrative staff and MTP eligible clients.
Provide guidance and direction regarding program policies and protocols and State and Federal laws to ensure consistent statewide application.
Advise MTP's contract management staff of anomalies in service requests, potential misuse or overuse of services that may warrant further examination.
Handle the timely intake, review, assessment and disposition of client complaints.
Participate in discussions with other MTP functional areas regarding pre and post monitoring reviews of the DRTS providers.
Coordinate recipient service needs with medical providers, social workers and or other state agencies.
Accurately document information in the client's case notes.
Participate in assignments related to validation of transportation service claims and verification of an associated healthcare event.
Gather data with respect to the provision of various NEMT services by DRTS providers.
Perform complaints trending and analysis.
Conduct statistical reports and assessments with respect to call quality and review of call recordings.
Research and develop materials to educate contracted transportation providers on program details.
Assist with the analysis of data.
Assist with the planning, organization and delivery of information, brochures and other publications to clients and stakeholders.

Requirements

Graduation from high school or equivalent experience in customer service preferable.
At least one (1) year of experience in a customer service environment.
Must bring I-9 documentation on the first day of work.

Skills

General knowledge of call center operations and functions
Knowledge of program mission, goals and objectives
Knowledge of State and Federal laws and agency rules, policies and procedures related to NEMT services
Ability to effectively communicate, both orally and in writing
Ability to collaborate in a professional manner with colleagues
Demonstrate excellent interpersonal skills
Knowledge of HIPAA rules and regulations and ability to demonstrate application with client information
Demonstrates courteous, customer-friendly behavior
Skill in researching topics and processing summary of findings
Skill in performing data entry with a high level of accuracy and efficiency
Ability to use personal computer and applicable programs and systems
Operating a 10-digit key system
Working at a fast pace
Spanish speaking preferred

Location

AUSTIN

Work Type

Full time
Eligible for Telework

Experience Level

Journey-level

Education Level

High school diploma or equivalent

Salary/Compensations

$3,793.41 - $5,921.25 Monthly

Benefits

100% paid employee health insurance for full-time eligible employees
Defined benefit pension plan
Generous time off benefits
Numerous opportunities for career advancement

About the Company

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans.
At HHSC, your contributions matter, and we support you at each stage of your life and work journey.

Equal Opportunity

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability.
All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position.