Helpline Coordinator

COMMUNITY SERVICE SOCIETY OF NEW YORK•New York, NY

4d•$41•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 CHAMP program operates a statewide toll-free helpline in partnership with community and specialist organizations to help individuals with substance use and mental health needs access insurance benefits and care. The Helpline serves consumers, family members, providers, and advocates. CSS is seeking a temporary Helpline Coordinator to assist callers by answering health insurance eligibility questions, resolving insurance issues, and helping individuals overcome barriers to accessing care.

Requirements

BA or relevant advanced degree.
Experience providing consumer assistance or customer service.
Proficiency with MS Office.
Fluent in Spanish or a language other than English.
Experience working with people with substance use disorders and/or mental health conditions.
Experience with Salesforce or other data management systems.
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.
Valid work authorization in the United States.

Responsibilities

Handle live answer telephone calls from health consumers and providers who have questions or concerns about eligibility for health insurance coverage, how to access mental health and/or substance use disorder treatment through a health plan, how to appeal a denial of coverage or care, and how to access low-cost or free care.
Respond to live calls from consumers, family members and providers on the CHAMP Helpline, including during extended Helpline hours (until 7pm) approximately once per week.
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.