Provider Experience Program Specialist VII Job Listing at Texas Health and Human Services in Austin, TX (Job ID 13049-en_US)

Description

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: Provider Experience Program Specialist VII 
Job Title: Program Specialist VII 
Agency: Health & Human Services Comm 
Department: MCS Ops DEC and Admin 
Posting Number: 13049 
Closing Date: 02/06/2026 
Posting Audience: Internal and External 
Occupational Category: Business and Financial Operations 
Salary Group: TEXAS-B-25 
Salary Range: $5,797.66 - $7,250.00 
Pay Frequency: Monthly
Shift: Day 
Additional Shift:  
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: 4601 W GUADALUPE ST 
Other Locations:  
MOS Codes: 16GX,60C0,611X,612X,63G0,641X,712X,86M0,8U000,OS,OSS,PERS,YN,YNS 
 
 
 

Brief Job Description

The Provider Experience Program Specialist (Program Specialist VII) supports the Director of Provider Experience in MCS Operations by implementing a coordinated, division-wide strategy that strengthens and aligns provider experience across Texas Medicaid and CHIP programs.

The Specialist performs highly advanced (senior-level) consultative work to ensure that provider experience is designed around provider needs and real-world experiences promoting systems for positive interactions across all touchpoints, including HHSC internal teams and contracted partners such as Texas Medicaid Healthcare Partnership (TMHP) and managed care organizations responsible for provider engagement. This position works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

Texas Medicaid is one of the largest healthcare programs in the country, serving approximately 4 million Texans and relying on a broad network of medical, behavioral health, dental and long-term care services providers. These providers contract directly with HHSC/TMHP or through managed care organizations and are essential partners in delivering care. Anchored in its mission to provide high quality, cost-effective services, MCS recognizes that improving provider experience will enhance access, strengthens program performance, and ultimately improves outcomes for Texans we serve.

Essential Job Functions

(30%) Provider Experience Strategy

• Supports the Director of Provider Experience in implementing a coordinated, division-wide strategy to nurture a system of interdependent self-reinforcing practices that align employees, partners, processes, policies, and technology grounded around understanding provider needs and point of view.
• Assists management in developing program policies, processes, and technology enhancements aligned with provider experience goals.
• Provides guidance to staff in integrating new policies, processes, and technology into provider experience operations.
• Prepares and evaluates budget requests to support Provider Experience Team priorities and resourcing needs to achieve division-wide strategies.

(25%) Cross-Functional Collaboration & Alignment

• Works closely with internal agency teams (operations, policy, ombudsman, quality, contract management, provider relations, etc.) to align on provider-facing processes impacting provider experience.
• Partners with contract management teams to support the integration of provider-experience expectations into managed care contracts, procedures, handbooks, guidelines, manuals, and performance measures.
• Builds collaborative relationships with teams from managed care organizations, TMHP operations, and other contractors/vendors that engage with providers to promote improvements in provider experience.
• Supports oversight, data review, and performance monitoring of provider engagement activities conducted by managed care organizations, TMHP operations, and other contractors/vendors that engage with providers.
• Engages with advisory and provider/professional organizations to promote understanding, coordinate support, and stimulate interest in provider experience initiatives.

(20%) Data Analysis, Performance Monitoring & Reporting

• Coordinates data collection, organization, analysis, and reporting for provider experience initiatives.
• Analyzes provider issues, escalations, and program themes to inform decision makers and drive policy or operational changes.
• Prepares program findings, recommendations, briefing materials, and dashboards for leadership use in decision-making.
• Establishes metrics and performance expectations. Evaluates effectiveness of programs and initiatives using metrics, data trends, and outcome monitoring.
• Coordinates and implements root cause analysis and compliance activities within provider-facing processes.

(10%) Provider Journey Enhancement

• Collects and synthesizes provider feedback from multiple channels (MCO call centers, TMHP help desks, HHSC teams, provider associations, stakeholder meetings, complaints, etc.).
• Analyzes and develops process flow diagrams/journey mapping for routine provider interactions to identify bottlenecks and improvement opportunities.
• Supports design and implementation of initiatives to reduce administrative burden and streamline provider interactions across the end-to-end experience.
• Formulates engagement initiatives that address provider needs and reduces obstacles across their journey.

(10%) Communication & Change Management 

• Participates in change management efforts related to legislative initiatives and other projects implementing new policies, processes, and technology enhancements having provider impacts.
• Assists in supporting legislative and other projects with provider impacts by developing or reviewing for clear, provider-friendly communication materials, process explanations, and guidance documents used by providers.

(5%) Other duties as assigned.

Initial Screening Criteria

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 work experience may substitute for education on a year-for-year basis.

A minimum of three years' experience in one or more of the following: health care administration, provider relations, customer experience, operations, stakeholder engagement, contract oversight, or related fields.

A minimum of three years' experience in planning, developing, coordinating, and implementing major programs or improvement initiatives.

Knowledge, Skills, and Abilities

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 techniques.
• Best practices related to customer and user experience.
• Statistical analysis processes; budget processes; research techniques; training and marketing techniques; and program management processes and techniques.

Skill in:

• Strong skills in analysis, research, and problem-solving.
• Excellent written and verbal communication skills tailored to diverse audiences.
• Strong interpersonal and relationship-building skills, especially across departments, external stakeholders, and contractors.
• Identifying measures or indicators of program performance.

Ability to:

• Gather, assemble, correlate, analyze, and synthesize facts and translating into clear communications and recommendations.
• Devise solutions to problems.
• Market programs.
• Prepare reports.
• Develop, evaluate, and interpret policies and procedures.
• Communicate effectively.
• Serve as a lead worker providing direction to others.

Registration, Certification, or Licensure

N/A

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.