Customer Information and Training Specialist

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: Customer Information and Training Specialist 
Job Title: Program Specialist V 
Agency: Health & Human Services Comm 
Department: HHSC & HHS Rate Analysis LTC 
Posting Number: 8601 
Closing Date: 09/12/2025 
Posting Audience: Internal and External 
Occupational Category: Business and Financial Operations 
Salary Group: TEXAS-B-21 
Salary Range: $4,523.16 - $7,253.83 
Pay Frequency: Monthly
Shift: Day 
Additional Shift:  
Telework: Eligible for Telework 
Travel: Up to 5% 
Regular/Temporary: Regular 
Full Time/Part Time: Full time 
FLSA Exempt/Non-Exempt: Nonexempt 
Facility Location:  
Job Location City: AUSTIN 
Job Location Address: 4601 W GUADALUPE ST 
Other Locations:  
MOS Codes: 16GX,60C0,611X,612X,63G0,641X,712X,86M0,86P0,88A0,88B0,8U000,OS,OSS,PERS,YN,YNS 
 
 
 

GENERAL DESCRIPTION:

Brief Job Description:

The Customer Information and Training Specialist position performs work for the Chief Financial Officer Area, Provider Finance Department, Long-term Services and Supports (LTSS) section. The Customer Information and Training Specialist provides advanced consultative services and technical assistance work to contracted providers, cost report preparers, internal staff, and external stakeholders in support of LTSS Medicaid and Non-Medicaid rate setting and cost reporting requirements. The Customer Information and Training Specialist responds to inquiries regarding cost reports and payment rates, PFD related vendor holds; conducts training development for external audiences regarding cost reporting process and requirements; tracks inquiries into the department; ensures communication and outreach are accurate; prepares and maintains cost data collection instruments, detailed instruction manuals and training materials utilized to collect cost data from contracted providers for use in payment; compiles comments received during hearings for consideration by staff in establishing reimbursement rates, rules, and procedures; and conducts other Provider Finance work as necessary. Works under limited supervision, with considerable latitude for the use of initiative and independent judgement. 

ESSENTIAL JOB FUNCTIONS (EJF):

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

EJF 1. Communications and Customer Service: Consults with and responds to providers, cost report preparers and financial examiners via email or phone regarding payment rates, cost reports, attestations for add-on rates, PFD related vendor holds, and other items related to LTSS Provider Finance. Addresses issues or resolves problems or complaints from providers regarding cost reporting, LTSS payment rates and PFD related vendor holds. Educates internal and external audiences regarding LTSS reimbursement rates, cost reporting rules and requirements and the department’s policies and procedures. Communicates to internal and external audiences using general level knowledge of all LTSS reimbursement rate methodologies to provide accurate and informative responses to providers in a timely manner. Provides technical and operational expertise to all Medicaid providers on the use of the State of Texas Electronic Provider System, or STEPS.  (45%)

EJF 2.  Training Development: Conducts training development and provides guidance to cost report preparers and internal and external audiences regarding cost reporting, cost report instructions, vendor holds, and other items. Maintains training materials as necessary and tracks revisions relating to changes in programmatic requirements, rules, and procedures.  (25%)

EJF 3. Rate Setting Processes: Contributes to HHSC rate setting by drafting public notices, provider information letters, gov deliveries and other communications related to LTSS rate setting or rate enhancement programs. Conducts public hearings. Updates and maintains payment rate fee schedules on the LTSS PFD webpage. Maintains various cost report instruction manuals, schedules, and worksheets, which are published on the LTSS PFD webpage. Coordinates with the other HHSC teams to ensure that cost report or rate enhancement materials are updated as necessary, relating to changes in programmatic requirements, rules, and procedures. (20%)

EJF 4. Performs limited accounting functions, project management, finance, resolution techniques and office practices. Inputs data and records as necessary to process requests and resolve inquires (5%)

EJF 5. Assists team lead and/or other section teams with various activities on projects, as needed. (5%)  

Total: 100%

LICENSURE, CERTIFICATION, OR REGISTRATION REQUIRED:

None Required.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

Knowledge of health and human service programs, services, and procedures, preferred

Knowledge of Long-Term Services and Supports programs and rates, preferred

Ability to prepare and develop web-based training

Ability to interpret laws, regulations, program policies, procedures, Texas Administrative Code (TAC) rules, and issues

Knowledge of Microsoft Office Suite, including Excel, PowerPoint

Skill in the use of SharePoint

Excellent verbal and written communication skills
Ability to provide technical assistance and training in support of customized software in a help­desk setting
Skill in interpersonal relationships, teamwork, and establishing and maintaining effective working relationships with people at various levels of expertise.
Ability to analyze provider requests

Ability to communicate knowledge effectively to a variety of audiences, both verbally and in writing.

INITIAL SCREENING CRITERIA:

Graduation from a four-year college or university is preferred. Relevant experience in web-based training and/or a call center environment may be substituted for education on a year-to-year basis.

Two (2) years of relevant work experience in a customer interface environment providing service via email and telephone.

Experience with LTSS Medicaid programs and/or healthcare finance/STAR+PLUS, preferred.

Experience in technical writing, training development, and drafting instruction material is preferred.

Additional Information:

The job will offer a partial telework option but will require weekly in-office work. 

Training will be available upon selection for Medicaid reimbursement principles and laws and guidance governing relevant areas.

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

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.