Customer Service Rep IV

Date posted: September 11, 2026

Location: Austin, TX 78751

About the role

The Texas Health and Human Services Commission (HHSC) Medicaid & CHIP Services (MCS) department seeks a highly qualified Customer Service Representative IV for the Provider Claims Services (PCS) unit. The role reports to the PCS Program Supervisor and performs advanced customer‑service work in a call‑center environment, supporting Medicaid Long Term Care (LTC) providers, recipients, HHSC case workers, and eligibility staff.

Responsibilities

• Respond to inquiries regarding claims processing and billing issues for Medicaid LTC providers, recipients, agency case workers and eligibility staff via email, reports, correspondence, or hotline (45%).
• Research and analyze data within various automated systems to identify issues with claim processing/billing; document information in spreadsheets (35%).
• Enter data, supporting records and actions taken to resolve billing or claims processing issues using systems such as CARE, IDD Portal, SASO, TMHP Long Term Care Portal, and a call‑tracking system (35%).
• Provide training to Medicaid providers on how to address or resolve issues in filing/processing claims (10%).
• Interpret section policies and procedures for processing claims and service authorizations for LTC providers (10%).
• Collaborate with PCS coaches to resolve more complex claims/billing issues or provider concerns (10%).

Requirements

• Two years of experience working in a call center or customer‑service‑oriented environment (required).
• None required for registrations, licensure, or certifications.
• Preferred: Experience with Provider Claims Services systems.
• Preferred: Experience researching and interpreting Medicaid policies and procedures.

Skills

• Proficiency with standard office equipment.
• Strong ability to resolve complicated billing issues promptly and efficiently.
• Experience using Microsoft Office Excel spreadsheets.
• Ability to apply policies and procedures and recommend changes.
• Ability to review problems and recommend solutions.
• Effective verbal communication with stakeholders.

Benefits

• 100% paid employee health insurance for full‑time eligible employees.
• Defined benefit pension plan.
• Generous time‑off benefits.
• Numerous opportunities for career advancement.
• Additional benefits described on the “Benefits of Working at HHS” webpage.

Pay

Salary range: $3,581.33 – $4,476.91 per month (pay frequency: monthly). Salary group: TEXAS‑A‑17.

Schedule

• Full‑time, non‑exempt position.
• Day shift.
• Regular (permanent) employment.
• Telework eligibility subject to agency policies and supervisor discretion.

Additional Information

• Successful candidates must pass an in‑basket test before proceeding to a scheduled interview.
• Active‑duty military, reservists, guardsmen, and veterans are encouraged to apply.
• Reasonable accommodations are available for applicants with disabilities in accordance with the ADA.
• Pre‑employment background checks and E‑Verify will be conducted; I‑9 documentation required on first day.
• Telework may be permitted per state and agency policies.