Job Description

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, 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.

* 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.

Skills / Requirements

JOB SUMMARY:   Daily oversight and management of the Workforce Management Team.  Administration and set up of WFM software and ACD reporting administration of communications to and from Call Center Leadership.  Management of data collection, reporting and analysis of Call Center performance and statistics.  Management of workforce planning and scheduling to include future forecasting of call volumes to ensure proper staffing levels across multiple lines of business and in a blended call center setting.  Oversees short-term workload forecasting and scheduling of discretionary activities.  Directs intraday manage of scheduling procedures, analysis of real time workload requirements and call routing to manage performance to service level requirements.  Responsible for maximizing efficiency and occupancy while meeting service level objectives.  Recognizes and recommends operational and support improvements.

MINIMUM QUALIFICATIONS:   

  • Education/Specialized Training/Licensure: High school diploma or GED required.  Bachelors degree preferred.
  • Work Experience (Years and Area): 5 years related experience in call center operations/workforce management Management Experience (Years and Area):
  • 5 or more years in call center manager operations and/or workforce planning
  • Equipment Operated: PC


SPECIAL REQUIREMENTS:(Check Applicable Areas)

  • Communication Skills: Writing /Composing  (Correspondence  /  Reports )
  • Other Skills: Analytical ; Medical Terms ; Typing wpm 40 ; P.C.        MS Word    MS Excel (helpful) 
  • Advance Training Specialty: Workforce Management operating systems to include Crystal Report writing/editing 
  • Work Schedule:   Flexible     
  • Other Requirements: Ability to run forecasting models for staffing purposes, making recommendations for staffing based on statistical data, and workforce management background; to include knowledge of occupancy, utilization and shrinkage.  Familiarity with Verint or IEX or similar software required.


RESPONSIBLE TO:  Director

EMPLOYEES SUPERVISED:  Clerical; Technical/Professional  (NE)

Application Instructions

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