Health Benefit Counselor


The Health Benefits Counselor performs routine to complex (journey-level) health and insurance benefits counseling work in an on-the-job-training environment. Work involves providing customer service, counseling, and technical assistance to TRS health plan participants; assisting with preparing reports; and participating in department and/or agency activities. Works under moderate to general supervision with limited to moderate latitude for initiative and independent judgment. This position is located in downtown Austin and reports to the Manager of Health Benefit Counseling.

Customer Service/Counseling:

  • Responds by telephone or written correspondence to inquiries from retirees, members, school districts, agency staff, and other interested parties regarding TRS-Care, TRS-ActiveCare, or Optional Insurance program requirements and associated agency laws, rules, policies, procedures, and systems.
  • Reviews requests and assists in researching member, retiree, vendor, and/or employer records for exceptions to TRS-Care and TRS-ActiveCare enrollment status, and documents all findings and actions taken.
  • Obtains or provides needed information to members, retirees, employers, and/or vendor representatives by phone, in person or in written form.
  • Processes routine requests for enrollment.
  • Conducts reviews and analysis of benefit account records that are associated to individual research requests, or as a result of system exception reports.
  • Drafts letters to members explaining final resolutions of formal enrollment and eligibility appeals.


  • Assists with reviewing, compiling, and entering data into spreadsheets, databases, and other automated applications.
  • Assists with preparing periodic and ad-hoc reports based on data and other relevant information.

Department / Agency Activities:

  • Provides back-up and assistance to other team members.
  • May participate in special projects as assigned

Pay Rate: $23.00/hr.

Schedule: Monday – Friday, 8:00 AM – 5:00 PM

You must reside in Austin, Texas or the surrounding area. This is a hybrid position and equipment will be provided. The position will not be 100% remote. The role is (work-from-home (2 days) and in-office (3 days).

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