Helpline Coordinator

Job Description

Job Description

The Community Service Society (CSS) is an independent, not-for-profit organization that has been at the forefront of public policy innovations that support low-income New Yorkers for over 175 years. CSS’s Health Initiatives Department runs a number of statewide programs that help New Yorkers find and use their health insurance or otherwise access health care, including: Community Health Advocates (CHA); the CSS Navigator Network (CNN); Community Health Access for Addiction and Mental Healthcare Project (CHAMP); the Independent Consumer Advocacy Network (ICAN); the Managed Care Consumer Assistance Program (MCCAP); the NY State Office of the Aging (SOFA) program; the Independent Intellectual and Developmental Disabilities Ombudsprogram (IDDO) and the Facilitated Enrollment for the Aged Blind and Disabled program (FE-ABD). These services are free for New York health care consumers and small businesses. It also coordinates the Health Care for All New York Campaign (HCFANY), a coalition of 170 groups dedicated to securing quality, affordable coverage for all New Yorkers.

The Community Health Advocates (CHA) program provides health insurance and access to care assistance to over 30,000 New Yorkers annually through a live-answer CHA Helpline and a network of 24 community-based organizations. CSS seeks to hire a temporary Helpline Coordinator to provide consumer assistance through the CHA Helpline. The CHA Helpline Coordinator will answer questions about health insurance tax forms; eligibility for health insurance; troubleshoot insurance problems; and provide assistance to health insurance consumers who are experiencing difficulties accessing care.

Job Responsibilities:

• Handle live answer telephone calls from health consumers who have questions or concerns about their health insurance tax forms, eligibility for health insurance coverage, how to access health care through a health plan, how to appeal a denial of coverage or care, how to access low-cost or free care;
• Assimilate and communicate information about consumer rights in the health care system;
• Ensure the proper recording of consumer information, data and detailed case notes for each case;
• Ensure timely responses for consumer cases requiring call backs and follow up;
• Contribute to reporting of helpline trends and statistics.

• BA or relevant advanced degree required.
• Proficiency with MS Office required.
• Extensive experience providing customer service assistance required.
• Experience with SalesForce or other data management system strongly preferred.
• Fluent in Spanish or a language other than English required.
• Ability to provide information in a fair and impartial manner which is culturally and linguistically appropriate, and disability accessible, for the consumers, including individuals with limited English proficiency.
• Strong communication skills, ability to type and write clearly, concisely, persuasively and keep detailed notes of all communications.
• Ability to project patience, competence, and care for other people’s welfare through oral and written communications.
• Experience with and understanding of the health care system or demonstrated willingness to learn about it.

Salary and Benefits : This position is union represented by local 1199 SEIU with an annual salary of $75,196.00 including comprehensive medical, dental, and vision coverage provided by 1199. Community Service Society provides an employee benefit package including 403b retirement savings plan, defined benefit retirement plan, commuter benefit plan, EAP, and more in addition to a robust paid time off policy.

Physical Requirements: Office work that requires sitting, use of a computer, answering phone calls, etc. Ability to travel across NYC and NYCHA sites.

CSS currently offers a hybrid work environment requiring onsite work at CSS’ office at least two days per week and three days per week remote work. CSS will provide all equipment necessary to perform the job from home, but the employee must have their own wired internet connection.

***Interested applicants should provide a cover letter and resume at the time of application submission***

CSS is an Equal Employment Opportunity/Affirmative Action employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, military status, or any other characteristic protected by applicable federal, state, or local law.

CSS complies with all applicable federal, state, and local laws governing employment, recruitment, and hiring.