In-Person Counselor (Insurance Navigator)

Lake County • North Chicago, IL

26d • Onsite

About The Position

The In Person Counselor is a valuable member of our Physical Health Team who assists individuals and families with understanding and enrolling in health coverage programs, including Medicaid, Get Covered Illinois, and other community resources. This role focuses on outreach, eligibility determination, enrollments, renewals, appeals, and post-enrollment assistance to reduce barriers to health coverage. Work is performed in accordance with current federal and state regulations, training requirements, and LCHD policies, processes and procedures. This position requires working at various LCHD clinics and community sites based on program and operational needs.

Requirements

• High School Diploma or GED
• Two years of office experience, preferably in healthcare
• Working knowledge of Microsoft Office
• Experience assisting clients with information and applications

Nice To Haves

• Spanish or other language fluency

Responsibilities

• Assist clients with applications, renewals, changes, and enrollment including by not limited to health insurance plans, presumptive eligibility programs, sliding fee, and family planning programs.
• Maintain current knowledge of eligibility requirements, enrollment rules, and program specifications.
• Educate consumers on health insurance options, benefits, documentation requirements, and how to use coverage.
• Assist and refer clients with questions, complaints, or grievances to the appropriate resources.
• Obtain and document consumer consent prior to accessing personally identifiable information, ensuring consumers understand their rights to revoke authorization.
• Conduct application follow-up for incomplete or pending cases.
• Create and manage follow-up tasks for missed appointments.
• Conduct in-reach to uninsured LCHD clients.
• Provide outstanding customer service through respectful, welcoming, and professional interactions, both in person and over the phone.
• Make clients feel heard, valued, and supported by actively listening and responding to their needs.
• Communicate clearly and effectively to support clients understanding of health coverage options and processes.
• Provide fair, accurate, and impartial information regardless of personal opinions or preferences.
• Assist clients in a culturally and linguistically appropriate manner, utilizing translation services and meeting CLAS and disability access standards.
• Respond promptly and appropriately to accommodation requests.
• Refer clients to other agencies or resources when needs fall outside Navigator scope.
• Empower consumers through transparent, trustworthy communication.
• Accurately document appointments, encounters, and case activity in the LCHD Electronic Health Record (EHR) system.
• Verify eligibility and collect required documentation in compliance with program guidelines.
• Maintain confidentiality and comply with HIPAA and all applicable federal and state regulations.
• Coordinate with clinic staff, case managers, supervisors, and external partners.
• Refer non-routine or unusual matters to the supervisor.
• Maintain knowledge of LCHD/CHC services and emergency preparedness roles.
• Demonstrate adherence to National Patient Safety Goals.
• Report safety concerns or unusual occurrences to the supervisor or Safety Officer.
• Participate in quality improvement activities, staff meetings, training, drills, and professional development.
• Perform other duties as assigned.

Benefits

• Services must be available without barriers
• No residents are turned away due to the inability to pay
• Providing services in an environment of mutual respect, free of discrimination or bias
• Equal Opportunity Employer

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED