Community Health Choice, Inc. (Community) is a non-profit managed care organization (MCO), licensed by the Texas Department of Insurance. Through its network of more than 10,000 providers and 94 hospitals, Community serves over 400,000 Members with the following programs:

Medicaid State of Texas Access Reform (STAR) program for low-income children and pregnant women

Childrens Health Insurance Program (CHIP) for the children of low-income parents, which includes CHIP Perinatal benefits for unborn children of pregnant women who do not qualify for Medicaid STAR

Health Insurance Marketplace Plans that offer individual health coverage that includes preventive care, emergency services, prescription drugs, and hospitalization available to all, regardless of pre-existing conditions.

Improving Members' experiences is at the heart of every Community position. We strive every day to make sure that our Members have access to the high-quality health care they need and deserve.

Community is accredited by URAC for its health plan operations. We offer care management programs for asthma, diabetes, and high-risk pregnancy. An affiliate of the Harris Health System (Harris Health), Community is financially self-sufficient and receives no financial support from Harris Health or from Harris County taxpayers.

JOB SUMMARY: The Customer Service Center Coach will create a Customer Experience Culture by providing daily skill development and coaching of Customer Service Center Representatives to promote positive communication, service excellence and encourage teamwork in a Customer Service Center Environment. They will be responsible for coaching and developing a team of Customer Service Center Agents in an effort to exceed the performance metrics and deliver excellent customer service. In addition, they identify coaching opportunities from quality assurance monitoring for inbound and/or outbound contacts of the Customer Service Center Representatives. The Customer Service Center Coach will ensure that accurate information is provided professionally, courteously and consistently while providing quality and efficient customer service to Members .This includes but is not limited to, assisting with motivating, recognizing, and rewarding coaching, providing input for counseling, training, and problem solving. Required to answer inbound calls up to ten hours per week. Maintain confidentiality of sensitive employee, customer, and company data without exception.

MINIMUM QUALIFICATIONS:

Education/Specialized Training/Licensure: High School diploma or GED
Work Experience: Three years of experience in a Managed Care Customer Service Center. Individual should possess extensive knowledge of health insurance programs.
Must be computer literate in MS Word, Excel, and Outlook

SPECIAL REQUIREMENTS: (Check Applicable Areas)

Communication Skills:
Exceptional Verbal
Bilingual Skills Required? No
Writing /Composing Yes

2. Other Skills:
Research
Statistical
Typing 35 WPM
PC
MS Word
MS Excel

3. Work Schedule - Days

4. Other Requirements:
Excellent interpersonal, verbal, written, and listening communication skills with a high level of comfort in recommending and implementing solutions. Demonstrates the ability to retain and motivate employees.
Strong analytical, organizational, prioritization and time management skills.
Ability to work efficiently, pay strict attention to detail and deliver high quality results in a deadline driven environment, while effectively managing associated stress.

Please be advised: Effective Wednesday, September 1st, 2021, with the exception of those who receive an approved exemption, all new hires must provide proof of vaccination against COVID-19 or receive the first dose of a COVID-19 vaccine by the second Friday of employment.

Community employees benefits are provided by Harris Health. These benefits are designed to provide you with flexibility and choices in meeting your specific needs.

Community is an Equal Opportunity Employer.

CHC Call Center Operations