Helpline Coordinator

COMMUNITY SERVICE SOCIETY OF NEW YORK•New York, NY

4d•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. These services are free for New York health care consumers and small businesses. The CSS FE-ABD program helps people who are older, have visual impairments or have disabilities enroll in Medicaid and/or Medicare. The program operates in all 62 counties. The Navigator Program provides enrollment assistance for public coverage through the New York State of Health marketplace. The Helpline Counselor will respond to live helpline calls, assist with scheduling and enrollments, conduct intake, provide enrollment assistance and otherwise provide administrative support for the enrollment team. CSS seeks a Helpline Coordinator to join the CSS Facilitated Enrollment Program for the Aged, Blind and Disled (FE-ABD) and Navigator programs.

Requirements

BA or relevant advanced degree required.
Extensive experience providing customer service assistance required.
Fluent in Spanish or a language other than English required.
Proficient 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 with SalesForce or other data management system strongly preferred.

Responsibilities

Handle live answer telephone calls from health consumers who have questions or concerns about their eligibility for health insurance coverage.
Provide scheduling and enrollment assistance to applicants for health insurance.
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 callbacks and follow up.
Contribute to reporting of helpline trends and statistics.