Customer Outreach Advocate

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
• Children’s Health Insurance Program (CHIP) for the children of low‑income parents, including CHIP Perinatal benefits for unborn children of pregnant women who do not qualify for Medicaid STAR
• Health Insurance Marketplace Plans offering individual health coverage that includes preventive care, emergency services, prescription drugs, and hospitalization available to all, regardless of pre‑existing conditions
• Community Health Choice (HMO D‑SNP), a Medicare Advantage Dual Special Needs plan for people with both Medicare and Medicaid that combines Medicare Part A and Part B benefits, Medicare Part D prescription drug coverage, and Medicaid benefits with additional health benefits like dental, vision, transportation, and more

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.

The Customer Outreach Advocate supports Community Health Choice campaigns that align with the operational needs of the organization. The role is responsible for handling non‑clinical inbound and outbound calls to our customers (members and providers), assisting members with renewing their health benefits by offering application assistance and other resources that help with the re‑enrollment process, and conducting outreach to improve member retention.

• 25% Performs outreach calls to support member and provider campaigns for a wide variety of inquiries and assistance involving benefits, claims, medical appointments/transportation, and more
• 25% Educates, assists, and coordinates health services for members through effective communications on inbound and outbound calls
• 25% Completes ad‑hoc requests to ensure the safety of environment and well‑being of our membership in support of outreach affairs
• 10% Demonstrates effective telephone skills
• 15% Demonstrates effective customer service skills

• Utilizes time effectively

Reports to

Position Title:

Customer Engagement Supervisor

• Education/Specialized Training/Licensure:
  High School diploma, GED, or equivalent
• Work Experience (Years and Area): 3 years relevant work experience, including two years of experience in health care/plan, call center, customer service, and/or sales
• Must have CHW certification or obtain it within the first six months of employment
• Software Proficiencies:
  Microsoft Office (Word, Excel, Outlook)

• Customer Focus – Sustainability
• Reliability and Dependability – Employee Empowerment
• Honesty & Integrity – Sustainability
• Achievement Orientation – Sustainability
• Change Management – Affordability
• Team Work – Employee Empowerment
• Impact & Influence + Strategic Vision – Profitable Growth (Supervisory Employees)
• People and Team Development – Employee Empowerment (Supervisory Employees)

• Customer Oriented
• Attention to Detail
• Listening
• Responding Sensitively
• Writing / Composing