Specialized Intake Processing Intake Specialist

Texas Health and Human Services; Austin (TX); Hybrid; USD 48,000 - 58,000; Full time

Benefits offered by this job

Telework eligible

Job summary

Texas Health and Human Services Commission is recruiting for a Protective Services Intake Specialist V in the Specialized Intake Processing unit. You will serve in the Complaint and Incident Intake Call Center, handling complex inquiries, complaints, and incidents related to a wide range of healthcare facilities and services.

The role involves initial triage, priority assessment, and processing of intakes from diverse sources to ensure compliance with state and CMS rules.

Qualifications

• Bachelor's Degree from an accredited college or university.
• Data entry and computer and typing experience.
• Related work experience may substitute for the required education on a year-to-year basis within a maximum substitution of four (4) years.

Responsibilities

• Attends work on a regular and predictable schedule in accordance with agency leave policy.
• Receives, processes and distributes intake reports for investigations and other matters.
• Interprets policies, procedures, rules, regulations, and standards to internal and external stakeholders.
• Prepares summaries of written and oral complaints, incidents, and information issues.
• Maintains current knowledge by reviewing literature and attending meetings.

Skills

ACD call systems

Computer literacy

Oral and written communication

Education

Bachelor's Degree

Job description

Date: Sep 24, 2026

Location:

AUSTIN, TX AUSTIN, TX AUSTIN, TX

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: Specialized Intake Processing Intake SpecialistJob Title: Protective Srv Intake Spcl VAgency: Health & Human Services CommDepartment: Specialized Intake ProcessingPosting Number: 21808Closing Date: 10/24/2026Posting Audience: Internal and ExternalOccupational Category: Protective ServicesSalary Range: $4,263.16 - $5,178.00Pay Frequency: Monthly

Salary Group: TEXAS-B-20Shift: DayAdditional Shift: Days (First)Telework: Eligible for TeleworkTravel: Up to 5%Regular/Temporary: RegularFull Time/Part Time: Full timeFLSA Exempt/Non-Exempt: Nonexempt

Facility Location:

Job Location City: AUSTIN

Job Location Address: 701 W 51ST ST

Other Locations:

MOS Codes: 0149,5805,5821,5822,5832,14N,14NX,183X,1N0X1,230X,311A,31D,351L,351M,35L,35M,42SX,43HX,4C0X1,4E0X1 5IX,683X,68X,71SX,73A,783X,HM,INV,IS,ISS,IV,MST,NC,OAP12

Brief Job Description Protective Services Intake Specialist V- Serves as a Protective Services Intake Specialist in the Complaint and Incident Intake Call Center- Specialized Intake Processing Unit. Answers calls and process complex inquiries complaints and incidents related to abuse/neglect/exploitation (A/N/E) involving abortion centers, ambulatory surgical centers, birthing centers, clinical laboratories, community mental health center, comprehensive outpatient rehabilitation facilities, crisis stabilization units, end stage renal disease facilities, general hospitals, psychiatric hospitals, special hospitals, narcotic/opioid treatment facilities, outpatient physical therapy and speech pathology service facilities, portable x-ray services, rural health clinics, special care facilities and substance abuse (chemical dependency) treatment facilities and Long Term Care providers. Performs initial triage of complaints along with complex analysis of complaints, requests for information and facility self-reported incidents from the general public, legislative offices, news media, other agencies and organizations, regulatory services staff, facility residents, and family members in accordance with policies and procedures. Assesses intakes for determination of priority, allegation type, and handling to ensure that intake is in compliance with established performance standards along with ensuring state and federal (CMS) rules and regulations are followed. Specialized processing and analysis include complaints and incidents received via email, postal mail, fax, web portal, voice mail and referrals submitted by agency program staff or other state agencies. All intakes are assessed for the determination of priority, allegation type, and handling and entered into intake systems.

Essential Job Functions (EJFs) Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned. Receives processes and distributes intake reports for investigations and other matters involving program information. Interprets policies, procedures, rules, regulations, and standards to internal and external stakeholders. Prepares summary of written and oral complaints, incidents, and information issues. Maintains current knowledge in assigned area by reviewing literature, attending meetings, seminars, or communicating with other professionals. Evaluates complaints and incidents and assigns the proper priority for investigation. Communicates on a complex level with others (internally or externally) to provide, exchange or verify information, answer inquiries, address issues or resolve problems or complaints.

Knowledge, Skills And Abilities (KSAs) Knowledge of: State and federal regulatory and assistance programs. Skills in: Working with ACD call systems and computers. Ability to: Communicate both orally and in writing. Normal Auditory Ability. Professional and knowledgeable attitude and behavior with members of the public and co-workers. General knowledge of Healthcare Regulation, Long-Term Care, or Regulatory Programs preferred.

Registrations, Licensure Requirements Or Certifications N/A

Initial Screening Criteria Bachelor's Degree from an accredited college or university. Related work experience such as call center experience, policy interpretation, investigation experience, customer service experience, medical/mental health/healthcare experience, or caseworker experience may be substituted for the required education on a year-to-year basis with a maximum substitution of (4) years. Data entry and computer and typing experience.

Additional Information Must be available to work holidays as needed. Work hours are Monday to Friday 10 am - 7 pm, or other hours based on business needs. The position is eligible for telework with travel to the office as business needs require. Telework employees will not be reimbursed for travel from the employee' s residence to the office. Telework employees are responsible for providing the required infrastructure for working from home. HHSC does not pay installation, monthly fees, or other charges for additional equipment, personal telephone lines (cellular or land lines), or high-speed internet access in an employee's residence.

An HHS employee may not maintain second employment with a company or volunteer with an entity that could benefit from access to confidential information the employee knows because of the employee's official position. The HHS HR Policy Manual requires employees to complete and submit Form HR 0302, the moonlighting and outside activities form, and submit it to their supervisor. The agency's review will consider whether the requested outside employment or activity could create a reasonable conflict or appearance of impropriety with their work duties at the agency. Per the HHS Ethics Policy, HHS employees are prohibited from working or volunteering with a contractor that the employee monitors as an HHS employee; a provider that the employee has a regulatory responsibility for as part of his work duties; or another state agency.

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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.

Nearest Major Market: Austin