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Texas Health Resources Customer Experience Quality Control Trainer – REMOTE – Work from Home Opportunity SWHR CNC in Dallas, Texas

Customer Experience Quality Control Trainer – REMOTE – Work from Home Opportunity

Southwestern Health Resources, a national leader in population health, is looking for a qualified Customer Experience Quality Control Trainer to join our Care N’ Care team.

If you’re looking for a rewarding career at a patient-centered organization with work-life balance and comprehensive benefits, we want to hear from you.

Position Highlights

  • Work location: Southwestern Health Resources Headquarters, 1603 Lyndon B. Johnson Freeway, Farmers Branch, TX 75234

  • Work environment: Care N’ Care

  • Work hours: Full-time, 40 hours weekly, Monday through Friday, 8 a.m.-5 p.m.

  • Salary range: $17.35 - $26.60 per hour (based on relevant experience)

  • Please note: The Customer Experience Quality Control Trainer is employed by SWHR. SWHR is a clinically integrated network formed by Texas Health and UT Southwestern.

Southwestern Health Resources (SWHR) is a patient-centered clinically integrated network of 29 hospital locations and more than 5,500 physicians and other clinicians. Formed by Texas Health and UT Southwestern, two of the region’s leading healthcare systems, SWHR delivers nationally preeminent, highest-quality care in 16 counties across North Texas. SWHR is also the parent organization of Care N’ Care Insurance Co., a regional Medicare Advantage Plan serving more than 13,500 members in the region.

The SWHR network includes physicians from UT Southwestern and Texas Health, and independent community primary care and specialty physicians. In partnership, our team implements physician-driven, value-based care strategies to coordinate care for more than 700,000 patients, resulting in lower costs and high-quality care. In 2020, the Centers for Medicare & Medicaid Services released the annual financial and quality results and, based on the report, SWHR is one of the nation’s leading Next Generation Accountable Care Organizations, having saved nearly $120 million since joining the program in 2017.


  • High School Diploma or equivalent (required)

  • 2 years Customer Service, Sales, Account Management, Quality Monitoring or Training experience (required)

  • 1 year Managed Care, Health Plan Operations, or Medicare experience (required)

Position Responsibilities SWHR Customer Experience Quality Control Trainer maintains a strong understanding of all Customer Experience team processes and procedures and identify and report trends in gaps by call monitoring evaluations and satisfaction. Is responsible for suggesting and assisting with implementing methods to improve efficiency and service to both internal and external customers and may participate in process and training documentation development. Meets weekly with team leadership offering suggestions for gaps identified within call monitoring and evaluations. Communicates successes and areas for strengthening service and resolution for member population, prospective members, agents and healthcare provider experience. Provides training to staff for member population, prospective members, agents and healthcare provider education and counseling on access to services, benefits and providers recognizing areas for strengthening customer service and accuracy through team interaction and positive motivational methods. Assumes ownership and responsibility for member population, prospective members, agents and healthcare provider satisfaction with Care N' Care by identifying and implementing efficient training methodology and streamlined processes for improvement. Assists with daily tasks as necessary for maximum performance of business operations including answer incoming phone calls from active member population, prospective members, agents and healthcare providers (i.e. physician offices, clinics) and identify the type of assistance the caller needs (i.e. benefit and eligibility, claims, billing and enrollments, prior authorization status, pharmacy inquiries, etc.). Maintains personal metrics to established performance levels of the team. Responsibilities may vary depending on seasonal business needs.

In addition to the required qualifications, a successful Customer Experience Quality Control Trainer will:

  • Thorough knowledge of CMS guidelines, process and systems.

  • Excellent problem solving and organizational skills.

  • Strong interpersonal communication skills.

  • Ability to work independently or as a team.

  • Excellent knowledge of Microsoft Office (Excel, Word, PowerPoint)

Why Southwestern Health Resources

As a Southwestern Health Resources you’ll enjoy: comprehensive benefits, including a 401(k) with match; paid time off; competitive health insurance choices; healthcare and dependent care spending account options; wellness programs to keep you and your family healthy; tuition reimbursement; a student loan repayment program; and more.

Moving healthcare forward

At the heart of SWHR are people who help people. We care about those we serve and each other. To be the national leader in providing population-based healthcare, our more than 850 employees use their knowledge, data insights and clinical experience to deliver care to the right patient, at the right time and in the right setting. By connecting physicians to patients and clinical insights to better outcomes, SWHR lowers costs, optimizes value, and builds a better healthcare system for all.

We invite you to learn more about us at www.southwesternhealth.org.

Let’s move healthcare forward – together.


  • Combining the strengths of UT Southwestern Medical Center, Texas Health Resources and more than 2,500 community physicians, we offer the largest provider network in North Texas. SWHR covers approximately 700,000 patient members across 16 counties in North Texas.

  • SWHR is the parent organization of Care N’ Care Insurance Co., a leading regional Medicare Advantage health plan organization that serves approximately 17,000 patients in North Texas.

Additional perks of being a SWHR Customer Experience Quality Control Trainer

  • Gain a sense of accomplishment by contributing in a teamwork environment

  • Positively impact patients’ quality of life

  • Receive excellent mentorship, comprehensive training and dedicated clinical leadership resources

  • Enjoy opportunities for growth

Explore Southwestern Health Resources Careers for more information and to search all career opportunities.

Our Recruitment team invites you to contact us with any questions at recruitment@texashealth.org .

Employment opportunities are only reflective of wholly owned Texas Health Resources entities.

We are an Equal Opportunity Employer and do not discriminate against any employees or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.