Assistant Director, Member Services - The Health Plan

Position: Assistant Director, Member Services - The Health Plan

Job ID: 159907

Location: US-TX-Houston

Department: Member Services Admin

Talent Area: Professional - Non-Clinical

Full/Part Time: Full-Time

Regular/Temporary: Regular

Shift: 8a - 5p Monday - Friday

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 14,000+ dedicated team members, visit for career opportunities. You can also learn more about our amazing culture at   Texas Children’s is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at Texas Children's without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, gender identity, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.


We are searching for an Assistant Director of Member Services — someone who works well in a fast-paced setting. In this position, you’ll plan, organize, develop, direct, and manage our customer service functions, policies, objectives, initiatives, and staff. You will develop administrative strategies for education members about health plan benefits and services to providers, as well as implement mechanisms to assure member satisfaction and maximize retention.


Think you’ve got what it takes?

Responsibilities :

Job Duties & Responsibilities 


  • Develop and administer a coordinated system of people, processes, technologies, and strategies the effectively integrated organizational resources and multiple channels of communication
  • Develop and execute annual operational plans including staffing, retention, training, workload forecasting, performance standards/goals, budget development, disaster recovery, improvement initiatives, et cetera
  • Measure, analyze, and report performance benchmarks and trends
  • Work with the Director to develop and implement actions to achieve goals in addition to implementing and maintaining an infrastructure for the call center
  • Develop and manage professional development, empowerment opportunities, and a continuous learning environment for direct reports and team leads
  • Ensure accurate member benefit information and develop a plan of action for rolling out information to customer service representatives
  • Gather and analyze customer satisfaction data and create best practices for optimal customer experience
  • Complete and deliver all HHSC, TDI, NCQA, and call center statistics
  • Report financial performance on a monthly basis


Being fully vaccinated against COVID-19 is required for all employees at Texas Children’s, unless approved for a medical or religious exemption


Skills & Requirements


  • Bachelor’s degree required
  • Bachelor’s degree in business administration, health administration, and/or marketing preferred
  • 2 years’ experience in customer service and 3 years’ experience of formal supervisory experience required
  • Healthcare and/or call center experience preferred

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