Insurance Support Services Manager

2 weeks ago


New York, New York, United States COMMUNITY SERVICE SOCIETY OF NEW YORK Full time
Position Overview

The Community Service Society (CSS) is a prominent, independent non-profit organization dedicated to pioneering public policy advancements that assist low-income residents of New York for over 175 years. CSS operates various consumer health assistance initiatives aimed at facilitating health insurance enrollment and spearheads the Health Care for All New York Campaign. The Community Health Advocates (CHA) program is instrumental in providing health insurance and access to care support to more than 30,000 New Yorkers each year. CSS is currently looking for a Helpline Coordinator to deliver consumer assistance through the CHA Helpline.

The CHA Helpline manages around 10,000 inquiries annually, staffed by both professionals and volunteers. The Helpline Coordinator will support health insurance consumers facing access to care challenges, necessitating a background in the health insurance sector and customer service expertise.

Key Responsibilities:

  • Manage incoming calls from health consumers concerning health insurance options, healthcare access, and appeals processes;
  • Provide clear information regarding consumers' rights within the healthcare framework;
  • Document comprehensive case notes for each interaction;
  • Ensure prompt responses and follow-up actions;
  • Contribute to the analysis of helpline trends;
  • Perform additional tasks as assigned by the Supervisor.

Qualifications:

  • Experience in customer service, along with a Bachelor's degree or relevant qualification, and proficiency in MS Office;
  • Fluency in Spanish or another language, with a commitment to delivering unbiased information;
  • Excellent written and verbal communication skills, with a preference for candidates with research and training experience;
  • A solid understanding of the healthcare system or a willingness to acquire this knowledge;
  • Familiarity with SalesForce or similar data management systems is preferred.

Compensation and Benefits: This role is part of a union, offering an annual salary of $66,218.00, along with a comprehensive benefits package that includes medical, dental, and vision coverage, a retirement savings plan, and more. The position supports a hybrid work model, allowing for both onsite and remote work.



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