Helpline Coordinator

COMMUNITY SERVICE SOCIETY OF NEW YORK•New York, NY

1d•$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. These services are free for New York health care consumers and small businesses. The Community Health Advocates (CHA) program provides health insurance and access to care assistance to over 30,000 New Yorkers annually through a live-answer CHA Helpline and a network of 24 community-based organizations. CSS seeks to hire a temporary Helpline Coordinator to provide consumer assistance through the CHA Helpline. The CHA Helpline Coordinator will answer questions about health insurance tax forms; eligibility for health insurance; troubleshoot insurance problems; and provide assistance to health insurance consumers who are experiencing difficulties accessing care.

Requirements

BA or relevant advanced degree required.
Proficiency with MS Office required.
Extensive experience providing customer service assistance required.
Fluent in Spanish or a language other than English 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 health insurance tax forms, eligibility for health insurance coverage, how to access health care through a health plan, how to appeal a denial of coverage or care, how to access low-cost or free care;
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 call backs and follow up;
Contribute to reporting of helpline trends and statistics.