Help Desk Specialist

3 days ago

New York, New York, United States City of New York Full time
Job Title: Help Desk Consultant

Reporting to the Help Desk Supervisor, the Help Desk Consultant will provide case resolution support to staff and providers in the Bureau of Early Interventions central LIC office. The successful candidate will become proficient in the use of the NYS Early Intervention (EI) case management system, the EI Hub, and will answer questions and resolve documentation issues in the EI Hub, both on the phone and via email.

Key Responsibilities:
  • Facilitate the receipt of Early Intervention services by children and their families by enhancing communication between DOHMH providers and NYS DOH to support timely submission of case information.
  • Serve as an internal and external liaison to providers to ensure mandated service delivery and the flow of documentation is uninterrupted in accordance with State regulations.
  • Analyze the EI case management and billing system, EI Systems, to answer requests for technical assistance live via telephone or electronically. Advise user of the appropriate action to follow.
  • Complete data entry activities for the timely submission of case information into appropriate program databases and conduct outreach to obtain information pertinent to service authorizations to complete required data entry activities.
  • Research and resolve billing issues using EI Systems and other available resources.
  • Analyze EI Systems using standard resolution procedures (includes tracking calls and monitoring cases) to determine outcomes.
  • Coordinate and resolve transportation service issues for children and families and complete special projects as assigned.
Why Work for the City of New York?

The City of New York offers a wide range of benefits, including a premium-free health insurance plan, additional health, fitness, and financial benefits, a public sector defined benefit pension plan, and a tax-deferred savings program. Additionally, the City offers a Worksite Wellness Program that provides resources and opportunities to keep employees healthy while serving New Yorkers.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic.

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