Specialty Health Customer Support Specialist

Date:
Mar 2, 2026

Location:

AUSTIN, TX

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. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more.

Explore more details on the Benefits of Working at HHS webpage.

Functional

Title:

Specialty Health Customer Support Specialist

Job Title: Eligibility Advisor IV

Agency: Health & Human Services Comm

Department: KHC Admin

Posting Number: 13969

Closing Date: 03/16/2026

Posting Audience: Internal and External

Occupational Category: Community and Social Services

Salary Range: $3,409.83 - $4,252.00

Pay Frequency: Monthly

Salary Group: TEXAS-B-16

Shift: Day

Telework: Not specified

Travel: Not specified

Regular/Temporary: Regular

Full Time/Part Time: Full time

FLSA Exempt/Non-Exempt: Nonexempt

Job Location City: AUSTIN

Job Location Address: 701 W 51ST ST

MOS Codes: No military equivalent

Under the general direction of the Specialty Health Customer Support Supervisor, performs highly complex (senior-level) eligibility activities for the Kidney Health Care (KHC), Children with Special Health Care Needs (CSHCN) Services Program, and the Hemophilia Assistance Program (HAP). This position performs client record updates that may or may not impact eligibility for the programs, and responds to inquiries received on the customer service toll free and local area phone lines as well as by mail, email, and fax.

This position resolves complaints and escalates issues as necessary; consults with program staff on policies, practices, records and community resources. Responds to inquiries regarding eligibility determination of benefits. Documents case records to maintain accurate and confidential client records. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment.

Provides accurate program specific information and performs client record update activities for eligibility determination for Specialty Health programs including KHC, CSHCN and HAP. 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. Uses Specialty Health’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 (25%).

Handles difficult, sensitive or escalated customer cases requiring advanced judgment and problem-solving. Communicates application status or travel reimbursement status clearly, while ensuring customers understand next steps, rights and responsibilities. Provides referrals for additional services when customer needs extend beyond SH. Assists with mailing customer services documents to ensure prompt, accurate and efficient customer service delivery (25%).

Works with supervisors, other team members and SH Eligibility team to coordinate services and ensure client, social worker and case manager communication and guidance is current, accurate,…