Bilingual HelpLine Counselor

Health Care For All (HCFA) is a state-based consumer health advocacy organization founded in 1985. HCFA's mission is to advocate for health justice in Massachusetts by working to promote health equity and ensure coverage and access for all. The organization is recognized as a national leader in its work. HCFA uses three strategies to conduct its work: direct service, community engagement, and policy and advocacy campaigns. HCFA helps tens of thousands of individuals and families in five languages enroll in and renew their health insurance coverage each year and troubleshoot health coverage issues through a unique, multi-lingual consumer assistance HelpLine. HCFA staff are also in the community working with a diverse group of local community- and faith-based organizations conducting outreach work, education efforts and supporting individuals to share their stories and play a role in policy change. HCFA uses the insights from HelpLine callers and community residents to shape the organization's advocacy agenda. HCFA policy work is conducted through a health equity lens and strives to make care more equitable, affordable and accessible for everyone in the Commonwealth. HCFA leads and participates in numerous policy advocacy coalitions, and these coalitions bring together a wide variety of organizations to work collaboratively to make meaningful health policy changes. By uniting diverse constituencies, HCFA is able to magnify its policy reach on many fronts. The organization's achievements include leading Massachusetts health reform efforts, including legislation in 2006 that was the blueprint for the Affordable Care Act. Today, HCFA spearheads the campaigns and coalitions necessary to improve health care access and affordability, as well as address the many inequities in our current health care system. For more information, please visit

THE OPPORTUNITY

HCFA is seeking a bilingual HelpLine Counselor who is committed to health justice and interested in being part of a team that provides competent, quality health insurance coverage for all callers. This work combines direct service, advocacy and public education to make the health care system more responsive to consumers. The HelpLine Counselor will be a Certified Application Counselor through MassHealth and the Massachusetts Health Connector to assist consumers with enrolling into health insurance.

WORK ENVIRONMENT

HCFA is a collaborative, mission-driven organization committed to health justice and health equity. This role is based in an office setting and follows HCFA's hybrid work model, with Counselors working in the office two days per week and remotely three days per week.

HIRING TIMELINE

We will begin reviewing applications on a rolling basis, with priority consideration given to applications received by September 4, 2026. Selected candidates will be invited to participate in an initial conversation, followed by virtual interviews in mid September. Finalist interviews are anticipated to take place the week of September 28, with the goal of extending an offer in early October. This timeline is subject to change based on candidate and interviewer availability.

SUPERVISION

The HelpLine counselor reports to the Director, HelpLine & Public Programs

RESPONSIBILITIES

Provide callers with easy-to-understand state health care coverage information; Provide customer service with respect and care to all callers; Provide screening and direct enrollment to clients over the phone, as well as on occasion in-person assistance; Provide essential services that strengthen our local and state health care system; Aid other enrollment assisters to troubleshoot cases; Monitor and evaluate HelpLine call activity in order to identify systemic problems that need escalation; Complete extensive training to learn the intricacies of health insurance rules and regulations; Attend enrollment events, as needed; Maintain up-to-date knowledge on the changing health care system in Massachusetts; Document call information into the HelpLine database; Maintain proprietary and confidential information from outside visitors and all other persons who do not have a legitimate reason to see or use such information in accordance with the organizations WISP document; Ability to identify callers interested in sharing their story and/or get involved with Health Care For All policy and advocacy work; Other duties as required to achieve the goals of the department.

QUALIFICATIONS

Ability to write and converse proficiently in Portuguese in addition to English is required ; Strong interpersonal communication skills; Ability to learn and understand complex health insurance issues; Ability to convey complex information in a clear, understandable manner; Ability to work well with diverse populations; Ability to quickly understand new information; Excellent problem solving and conflict resolution skills; Ability to deal calmly in crisis situations; Ability to work effectively in a team environment; Ability to multitask and work independently; Ability to use a web-based database; Prior work as an Enrollment Assister in Massachusetts is a plus, but not required; Prior knowledge of the public health insurance programs, policy, and the health care environment in Massachusetts is a plus, but not required.

SALARY RANGE

$52,000 - $54,000 per year

BENEFITS

Retirement Plans 401(k) or Roth 401(k) retirement plans with a safe harbor employer contribution of 3% (you get the 3% whether you contribute or not!) Your contributions and the employer contributions vest immediately Medical Insurance HMO and PPO Options via Blue Cross Blue Shield (no deductible plans) Dental and Vision Insurance Paid Time Off 15 vacation days (20 vacation days after two years of service) per year 3 personal days per year 15 sick days per year 12 well-being days per year (each team members gets to take one day off per month to completely unplug and recharge) 11 paid holidays per year That's a total of 56 days paid days of per year! Medical and Dependent Flexible Spending Accounts (FSAs) FSAs allow you to set aside pre-tax dollars for healthcare and dependent care expenses Life Insurance and Long-Term Disability Insurance Life insurance at 2x your salary with a maximum of $400,000. The benefit is doubled in the event of accidental death. Life insurance for spouse and each child ($10,000 for spouse and $5,000 for child) Long-term disability benefit that covers 60% of salary after 90 days of disability Outside Health Insurance Reimbursement If you obtain health insurance elsewhere (through a parent, spouse or domestic partner), you are eligible for a reimbursement of up to $14,315.62 per year. Fitness Reimbursement $150 per year Up to 12 weeks of protected leave to bond with your new child Health Care for All is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status or any other legally protected status. We celebrate diversity and are committed to building an inclusive work environment where all team members are encouraged to be their authentic and whole selves. We are committed to providing reasonable accommodations for individuals with disabilities in all aspects of employment, including the application process. If you need assistance or an accommodation, please contact Gracie Pajonk at View phone number on click.appcast.io or at View email address on click.appcast.io. #J-18808-Ljbffr Health Care For All