Director of Provider Experience

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: Director of Provider Experience 
Job Title: Director II 
Agency: Health & Human Services Comm 
Department: MCS Ops DEC and Admin 
Posting Number: 7051 
Closing Date: 07/28/2025 
Posting Audience: Internal and External 
Occupational Category: Management 
Salary Group: TEXAS-B-27 
Salary Range: $7,015.16 - $11,864.50 
Pay Frequency: Monthly
Shift: Day 
Additional Shift:  
Telework:  
Travel: Up to 15% 
Regular/Temporary: Regular 
Full Time/Part Time: Full time 
FLSA Exempt/Non-Exempt: Exempt 
Facility Location:  
Job Location City: AUSTIN 
Job Location Address: 4601 W GUADALUPE ST 
Other Locations:  
MOS Codes: 8003,8040,8041,8042,10C0,111X,112X,113X,114X,20C0,30C0,40C0,611X,612X,621X,631X,641X,648X,90G0,91C0 
91W0,97,SEI15 
 
 

Brief Job Description:

The Texas Health and Human Services Commission (HHSC) Medicaid CHIP Services (MCS) division seeks a highly qualified candidate for the position of Director of Provider Experience (Director II), reporting to the Deputy Executive Commissioner for Operations. The MCS Operations department delivers infrastructure for both the managed care and fee-for-service delivery models within Texas Medicaid, one of the largest healthcare programs in the country, serving approximately 4 million Texans. Key department deliverables include claims resolution, acute care claims processing, provider enrollment, IDD Waiver Programs, Vendor Drug Program, and management of Medicaid Modernization. MCS is driven by its mission to deliver high quality, cost-effective services to Texans.

The director performs advanced (senior-level) managerial work providing direction and guidance in strategic operations and planning for the Provider Experience Team. Work involves providing strategic leadership, establishing the strategic plan, setting goals and objectives, and ensuring alignment with the mission of MCS and HHSC; developing policies, procedures, and guidelines; establishing priorities, standards, and measurement tools for determining progress in meeting goals; coordinating and evaluating activities and business functions; and reviewing and approving budgets for the team. This position works with agency partners and other stakeholders on improvements to enhance the overall provider experience. The director works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

Essential Job Functions (EJFs):

(30%) Provides strategic leadership, direction, and guidance for the Provider Experience Team. Directs activities and business functions of the team to incorporate provider experience and feedback to inform the development and enhancement of systems and processes within MCS Operations. Develops and establishes goals and objectives consistent with the agency’s strategic plan. Oversees the implementation of long- and short-term plans.

(20%) Creates standard tools to identify user experience (voice of the customer) for system enhancements, including journey maps, personas, ecosystem evaluations, internal process maps, user dashboards, and key performance indicators. Recommends and proposes solutions and modifications to systems and business processes.

(20%) Plans, assigns, and supervises the Provider Experience Team. Provides employee development through mentoring, coaching, training, and professional development opportunities. Establishes and maintains collaborative and effective working relationships and communication with agency staff as well as those from other agencies and organizations; appropriately interacts with others; and provides complete and timely responses to requests and inquiries. Represents the agency at business meetings, legislative sessions, or on boards, panels, and committees in a positive manner.

(15%) Develops policies, procedures, and guidelines, and monitors compliance. As applicable, reviews result of special investigations, internal audits, research studies, forecasts, and modeling exercises to provide direction and guidance.

(10%) Develops, reviews, and approves budgets and major expenditures, and ensures that requirements of funding sources are met. Reviews and approves management, productivity, and financial reports and studies.

(5%) Other duties as assigned.

Knowledge, Skills and Abilities (KSAs):

Knowledge of:

• The general framework of state and federal laws and regulations relevant to publicly funded healthcare services such as Medicaid and CHIP.
• Principles and practices of public administration and management.
• Best practices related to customer and user experience.

Skill in:

• Establishing plans and setting objectives and goals that support an overall business strategy.
• Identifying problems, evaluating alternatives, and implementing effective solutions.

Ability to:

• Direct and organize program activities and/or business functions.
• Establish goals and objectives that support the strategic plan.
• Develop and evaluate policies and procedures.
• Prepare reports.
• Communicate effectively.
• Supervise the work of others.

Registrations, Licensure Requirements or Certifications:

Preferred: Lean Six Sigma Green or Black Belt certification

Initial Screening Criteria:

At least five years’ experience in the management and direction of a complex program or initiative that included coordination and interface with external stakeholders.

Graduation from an accredited four-year college or university with major coursework in any one or more of the following: public administration, public policy, business, social work, systems development and implementation, communications, or related field.

Additional Information:

The HHSC Provider Experience Team will focus on ensuring a positive and seamless experience for providers when engaging with HHSC and the Medicaid program, with an initial focus on enrollment and the Provider Enrollment Management System (PEMS) application. PEMS is a tool for providers to enroll, revalidate, re-enroll, or maintain their participation in Texas Medicaid or other state health-care programs. The purpose of the provider enrollment process is to ensure people and organizations who deliver Medicaid services have the appropriate qualifications for the services they deliver, are in good standing with relevant regulatory entities, are legally recognized entities, and have not been disbarred from participation in the program.

The Provider Experience Team will gather feedback through surveys and direct provider feedback for prioritizing system enhancements and identifying useability improvements. This work will continue in systems beyond PEMS in the future as HHSC continues to advance Medicaid technology modernization goals. The goal of the Provider Experience Team is to increase provider satisfaction, build relationships, and encourage long-term loyalty.

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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.