SH Client Services Coordinator

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: SH Client Services Coordinator Job Title: Program Supervisor V Agency: Health & Human Services Comm Department: Title V MOE CSHCN Posting Number: 23237 Closing Date: 11/27/2026 Posting Audience: Internal and External Occupational Category: Community and Social Services Salary Range: $5,098.66 - $6,701.75 Pay Frequency: Monthly Salary Group: TEXAS-B-23 Shift: Day Additional Shift: Days (First)

Telework:

Travel: Up to 10% Regular/Temporary: Regular Full Time/Part Time: Full time FLSA Exempt/Non-Exempt: Exempt

Facility Location:

Job Location City: AUSTIN Job Location Address: 701 W 51ST ST

Other Locations:

MOS Codes: 0203,0207,0302,0370,0520,0602,0802,1802,1803,2340,5502,6302,6502,7202,7208,7210,7220,7502,8005,8858 9702,16GX,60C0,611X,612X,63G0,641X,712X,86M0,86P0,8U000,9G100,BOSN,ELC,ISS,MAT,MED,MLES,MSSD,MSSE,MS SR,OSS,WEPS

Brief Job Description:

Under the general direction of the Specialty Health (SH) Client Services Program Supervisor, the Client Services Coordinator performs advanced technical assistance, quality assurance and program coordination work supporting the day-to-day operations of the SH Client Services Team, primarily for the Kidney Health Care (KHC) Program, Children with Special Health Care Needs (CSHCN) Services Program, and Hemophilia Assistance Program (HAP), as well as other SH programs.

Serves as a technical subject matter expert and resource for Client Services staff performing customer support, eligibility determination, client record maintenance, and related activities. Provides technical guidance, training, and assistance to Client Services staff and supports the onboarding and development of newly hired advisors.

Coordinates complex client service activities and assists with work that requires additional technical expertise, research, review, or coordination beyond routine processing. Assists the Client Services Program Supervisor with day-to-day team operations by coordinating assigned activities, identifying and resolving workflow issues, monitoring work processes, and carrying out operational assignments delegated by the Supervisor. The Coordinator also maintains an assigned workload performing direct Eligibility Services and Client Support functions.

Essential Job Functions:

25% – Serves as a technical resource for the Client Services Team regarding customer support, eligibility, insurance verification, client record maintenance, and other client service functions for KHC, CSHCN, HAP, and other assigned SH programs. Provides technical assistance and guidance to Client Services staff regarding complex or unusual cases, program requirements, business processes, and system functions.

Researches, reviews, and assists in resolving complex client cases, inquiries, complaints, eligibility issues, insurance coordination issues, and other matters that require additional technical expertise or coordination beyond routine processing. Interprets established program policies, procedures, rules, and operational guidance and assists staff in applying requirements consistently and accurately. Escalates policy questions, significant operational issues, and matters requiring management action to the Client Services Program Supervisor or other appropriate SH leadership.

20% – Coordinates and provides technical training and onboarding support for newly hired Client Services staff. Provides instruction and hands-on guidance regarding SH programs, eligibility and enrollment processes, customer support functions, client record maintenance, insurance verification and coordination, and the use of internal and external systems.

Assists in developing, reviewing, maintaining, and updating onboarding resources, standard operating procedures, job aids, training materials, and other resources. Assists with refresher training and technical assistance to existing staff when new processes, systems, policies, or procedures are implemented or when additional training needs are identified.

20% – Assists the Client Services Program Supervisor with coordinating day-to-day operational activities for the Client Services Team. Coordinates assigned team-level activities and operational tasks delegated by the Program Supervisor, which may include monitoring workflow, coordinating workload activities, tracking pending work, identifying and assist in resolving operational barriers, compiling information, following up on outstanding items, and communicating established operational guidance to staff.

Assists in coordinating work across customer support and eligibility functions to promote an integrated Client Services. Serves as a technical resource to staff for routine technical or operational questions that do not require supervisory or management action. Identifies workflow issues, recurring questions or process gaps and communicates findings and recommended solutions to the Program Supervisor or other appropriate SH leadership. May coordinate special assignments, workload initiatives, backlog reduction activities, or other short-term improvement) projects as assigned.

15% – Performs an assigned share of direct Client Services workload across both Eligibility Services and Client Support, including routine and complex work as assigned by the Client Services Program Supervisor. Processes and reviews eligibility applications, renewals, and related determinations; verifies and updates client information and documentation; and completes enrollment and client record maintenance activities consistent with established program requirements and procedures.

Responds to client and stakeholder inquiries through designated Client Support channels, including telephone and written communications; researches and resolves service requests; documents contacts and actions in applicable systems; and makes appropriate referrals or escalations. Maintains proficiency in both functions and provides direct workload coverage, including during staffing shortages, workload fluctuations, or backlog reduction efforts. Completes assigned production work accurately and timely while balancing technical coordination and training responsibilities.

15% – Performs reviews of Client Services work, processes, and documentation to identify trends, inconsistencies, training needs, and opportunities for improvement. Assists with quality assurance activities involving (customer support, eligibility determinations, enrollment, insurance verification, client records, and other) assigned Client Services functions. Provides technical feedback and recommendations to the Program Supervisor regarding recurring errors, process gaps, training opportunities, or areas requiring clarification. Assists in developing and implementing standardized processes and tools designed to improve accuracy, consistency, timeliness, productivity, and customer service.

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 of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location.

Knowledge, Skills, and Abilities:

Knowledge of: State and federal program guidelines, social services eligibility requirements, and determination processes; Programs supporting client populations served by Specialty Health; Healthcare and community-based resources for individuals with special needs or disabilities; Available community welfare resources.

Skill in: Interviewing, conducting individual needs assessments, and eliciting, researching, and evaluating information; Navigating multiple manual and automated systems, Microsoft Office products, and job-specific software; Providing technical assistance to providers, clients, and professional staff; Delivering professional service to patients, providers, and the public via phone, email, and in-person interactions; Navigating, interpreting, and developing policies and procedures specific to customer service delivery. Skill in processing eligibility-related work and managing client inquiries and service requests across multiple communication channels.

Ability to: Communicating verbally and in writing in an effective, tactful, and diplomatic manner; Working and communicating effectively as a team member and within diverse work groups; Responding to customer complaints courteously while conveying instructions and supportive feedback appropriately; Maintaining effective working relationships with clients, professionals, and interested parties; Managing multiple assignments independently under pressure with minimal supervision; Performing basic arithmetic and data analysis. Ability to balance assigned production workload with technical assistance, training, quality assurance, and coordination responsibilities.

Registrations, Licensure Requirements or Certifications:

N/A

Initial Criteria:

• At least three (3) years of experience performing eligibility determinations, reviewing applications, or determining eligibility for health and human services programs.
• At least two (2) years of experience providing customer support or client services, including responding to inquiries, resolving issues, and assisting clients.
• One or more years of experience providing technical assistance, guidance, training, or onboarding support to staff.

Preferred Criteria:

• Experience with Texas Health and Human Services Programs.
• Experience developing or updating standard operating procedures, training materials, job aides, or other written operating guidance.

Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.

Active Duty, Military, Reservists, Guardsmen, and Veterans:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.

ADA Accommodations:

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. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form

Telework Disclaimer:

This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.