Helpline Coordinator

COMMUNITY SERVICE SOCIETY OF NEW YORK•New York, NY

19h•$0 - $75,196•Hybrid

About The Position

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. The New York State Department of Health awarded CSS a contract to run the Independent Consumer Advocacy Network (ICAN), the statewide Ombudsprogram for Medicaid Managed Long Term Care (MLTC). CSS seeks to hire a Helpline Coordinator to provide consumer assistance through the ICAN Helpline. The ICAN Helpline Coordinator will provide consumer assistance to callers on the ICAN helpline.

Requirements

BA or relevant advanced degree required
Experience working with older adults and people with disabilities required
Written and spoken fluency in Spanish required
Extensive experience providing customer service assistance required
Proficiency with MS Office 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

Nice To Haves

Experience providing customer service assistance on a helpline preferred
Experience entering case notes into Salesforce or other database preferred

Responsibilities

Handle live answer telephone calls from health consumers, family members and others on the ICAN Helpline
Conduct intake with clients calling the Helpline
Provide information, education, and referrals to callers to help them successfully enroll in or utilize Medicaid Managed Long Term Care (MLTC) coverage and other covered managed care plans
Ensure the proper recording of consumer information, data and detailed case notes for each case
Ensure timely responses for consumer cases requiring callbacks and follow up
Contribute to reporting of helpline trends and statistics
Other responsibilities identified by Supervisor