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Helpline Coordinator
4 months ago
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 runs a number of consumer health assistance programs that help people enroll in and use health insurance. These services are free. 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. 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 27 community-based organizations. CSS seeks to hire a Helpline Coordinator to provide consumer assistance on the CHA Helpline.
The CHA Helpline handles approximately 10,000 calls per year with a combination of professional and volunteer staff. Helpline volunteers answer questions about eligibility for and problems with health insurance and troubleshoot access to care issues. The Helpline Coordinator will provide assistance to health insurance consumers who are experiencing difficulties accessing care. They must have substantive experience with health insurance system and experience multi-tasking in a high-volume setting. Demonstrated experience in customer service is a must.
Specific duties include:
Job Description:
- Handle live answer telephone calls from health consumers who have questions or concerns about their eligibility for health insurance coverage, health insurance tax forms, 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 consumers rights in the health care system to consumers;
- 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; and
- Other responsibilities identified by Supervisor.
Job Requirements:
- Extensive experience providing customer service assistance required
- BA or relevant advanced degree required
- Proficient with MS Office required
- Experience with SalesForce or other data management system preferred
- 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 written and verbal communication skills required
- Research experience preferred and training experience preferred
- Experience with and understanding of the health care system or demonstrated willingness to learn about it
Salary and Benefits: This position is union represented by local 1199 SEIU with an annual salary of $66,218.00 and comprehensive medical, dental, and vision coverage provided by 1199. Community Service Society provides a comprehensive employee benefit package including life, AD&D, and long-term disability insurance, 403b retirement savings plan, defined benefit retirement plan, flexible spending accounts, commuter benefit 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 week remote work.
