Helpline Manager

2 months ago

New York, United States COMMUNITY SERVICE SOCIETY OF NEW YORK Full time
Job DescriptionJob Description

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 and moderate income New Yorkers for more than 170 years. CSS’s Health Initiatives Department runs a number of statewide programs that help New Yorkers find and use health insurance or otherwise access health care, including Community Health Advocates (CHA); the Community Health Access to Addiction and Mental Healthcare Project (CHAMP); the Independent Consumer Advocacy Network (ICAN); and several enrollment assistance programs.

These services are free for New York health care consumers and small businesses. It also coordinates the Health Care for All New York Campaign, a coalition of 170 groups dedicated to securing quality, affordable coverage for all New Yorkers. CHA serves over 35,000 New Yorkers a year—saving them over $36 million annually in health costs—through a live-answer helpline and a network of advocates at community-based organizations across the state.

CSS is seeking a dedicated and experienced individual to serve as CHA’s Helpline Manager, who will oversee the daily operations of the Helpline. The CHA Helpline Manager will ensure that the helpline operates smoothly, provides exceptional client support, and fosters a positive environment for staff and volunteers. Specific duties entail:

Job Description:

  • Monitor and implement procedures for the successful operation of the CHA Helpline under the supervision of the Helpline Director.
  • Monitor the call center dashboard to ensure adequate agent coverage and promptly address operational issues.
  • Develop and manage Helpline staffing schedule for staff and volunteers.
  • Oversee the CHA Helpline callback and referral systems, including monitoring callbacks and referrals created by internal CSS groups, the CHA email/voicemail inboxes to ensure that a response within 2 business days.
  • Establish and implement a protocol to cover the helpline when there are unanticipated agent shortages.
  • Provide technical assistance and support to helpline staff and volunteers.
  • Identify and escalate complex cases and technical issues.
  • Conduct preliminary reviews of helpline cases to determine next steps and case assignments.
  • Supervise CHA Helpline staff, as determined by the Helpline Director.
  • Undertake other tasks as assigned by the supervisor to support CSS's mission and goals.

Job Requirements

  • Graduate degree in law, health policy, social work, or other relevant discipline preferred.
  • A minimum of two years’ experience providing assistance to consumers and/or advocates on health insurance, or health care access, issues preferred.
  • Outstanding research, writing, and oral advocacy skills required.
  • Experience with customer service and written advocacy preferred. Bilingual- (English Spanish) preferred.
  • Bilingual- (English Spanish) preferred.
  • Experience supervising customer service staff preferred.

Salary and Benefits: The annual salary for this position is $82,243. Community Service Society provides a comprehensive employee benefits package including health, dental, and vision coverage, life, AD&D, and long-term disability insurance, 403b retirement savings plan, defined benefit retirement plan, flexible spending accounts, commuter benefits plan, EAP, and more in addition to paid holidays, vacation, sick, and personal days.

CSS currently offers a hybrid work environment requiring onsite work at CSS’ office at least two days per week and three days per work remote work.

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