Team Leader Member Services - The Health Plan

Position: Team Leader Member Services - The Health Plan

Job ID: 142177

Location: US-TX-Houston

Department: Member Services

Talent Area: Administrative Support

Full/Part Time: Full-Time

Regular/Temporary: Regular

Shift: 7a - 6p

About Texas Children's Hospital

Founded in 1996, Texas Children’s Health Plan is the nation's first health maintenance organization (HMO) created just for children. We provide STAR/Medicaid and Children's Health Insurance Program (CHIP) to pregnant women, teens, children and adults in Houston and surrounding areas. Currently, the Health Plan has more than 375,000 members who receive care from our network of more than 1,100 primary care physicians, 3,200 specialists, and 70 hospitals. Texas Children's Health Plan is also the largest combined STAR/CHIP Managed Care Organization in the Harris County service area.   To join our community of 13,000 dedicated team members, visit for career opportunities. You can also learn more about our amazing culture at


We are searching for a Member Services Team Leader - someone who works well in a fast-paced hospital setting. In this position, you’ll serve as a front line supervisor by managing and directing the activities of a team of Member Services Representatives who provide customer support. This position requires a high degree of appropriate knowledge, creativity, research, and communication with internal and external resources in order to handle customer concerns and issues.


Think you’ve got what it takes?


Responsibilities :

  • Supports the Contact Center’s daily operations 
  • Conducts initial and on-going system training for Member Service Representatives 
  • Manages the workforce 
  • Participates in quality initiatives and performance management 
  • Assists with management of incoming call traffic 
  • Ensures resources are utilized efficiently and in accordance with contact center objectives, key performance indicators, and in ways that consistently promote customer quality and satisfaction 
  • Lessens the probability of customer complaints by managing problematic situations referred by Member Service Representatives 
  • Acts as the primary contact for all Member Service Representatives




  • High school diploma 
  • Minimum of 3 years experience in customer service/call center in a Supervisory or People Management role 
  • Bachelor’s degree in business administration, health education, health care administration, or related field may substitute for two years of required experience 
  • General knowledge of the health plan’s operations, claim and eligibility systems, claim processing, and health care benefits 
  • Must have knowledge of Texas Department of Insurance requirements for the handling of member complaints and appeals 
  • Ability to work well in a team environment and adopt a customer perspective 
  • Excellent verbal and written communication skills
  • Ability to interface with all levels of management, both internally and with external client organizations 
  • Strong customer skills for handling escalated calls and problem solving skills 
  • Ability to display good listening skills 
  • Ability to multitask 
  • Detail orientated 
  • Leadership skills



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