Help Desk Associate

City of New York•Long Island City, NY

11d

About The Position

ONLY PERMANENT EMPLOYEES IN THE TITLE AND THOSE THAT ARE REACHABLE ON THE CLERICAL ASSOCIATE CIVIL SERVICE LIST ARE ELIGIBLE TO APPLY. Division/Program Summary: The Early Intervention Program (EIP) is a comprehensive interagency program that supports infants and children with developmental delays in their efforts to realize their full potential. It reduces the likelihood of delays among at-risk children, assists and empowers families to meet their child's and their own needs, and entitles children, regardless of race, ethnicity or income to services through the program. Position Summary: Reporting to the Help Desk Supervisor and under the supervision of the Director of EI Systems, the Help Desk Associate will provide support to New York City Early Intervention providers by monitoring the submission of evaluations, consulting with borough offices to resolve complex issues that may affect timely delivery of service, providing technical assistance to EI Hub internal and external users, processing actions in the EI Hub, and working closely with external stakeholders to ensure continuity of service delivery.

Requirements

A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.
Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

Responsibilities

Respond to requests for technical assistance “live”, via phone, electronically related to the program database. Advise users of the appropriate action/s to follow.
Complete data entry activities for the timely submission of case information into appropriate program databases.
Provide community outreach to obtain information pertinent to service authorizations to complete required data entry activities.
Research and resolve billing issues using the program database and other available resources.
Analyze the program database using standard resolution procedures (includes tracking calls and monitoring cases) to determine outcomes.
Liaise and collaborate with state entities, as well as interdepartmental units to resolve billing and systemic issues in the program database
Complete special projects as assigned.

Benefits

Benefits: City employees are entitled to unmatched benefits such as: o a premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment. o additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund. o a public sector defined benefit pension plan with steady monthly payments in retirement. o a tax-deferred savings program and o a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
Work From Home Policy: Depending on your position, you may be able to work up to two days during the week from home.
Job Security - you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work.

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