Director, Health Insurance Counseling and Advocacy Program,

HOURS: 40 hours per week (full-time)

FLSA CATEGORY: Exempt

LOCATION: Riverside

ACCOUNTABILITY:  President & CEO 

Health Insurance Counseling and Advocacy Program (HICAP) is a program of the Council on Aging-Southern California (COASC), a private, nonprofit corporation serving older adults and individuals with disabilities since 1973. The mission of COASC is to promote the independence, health, and dignity of older adults through compassion, education, and advocacy.

HICAP is a volunteer-based program that serves Medicare beneficiaries of all ages, and those individuals soon to be eligible for Medicare. The goal of this program is to provide objective counseling, advocacy, and assistance with Medicare, related health insurance plans, and long-term care planning, and to educate the public on Medicare and related health insurance topics and long-term care services and supports.

PURPOSE OF WORK: Provide administration, leadership, and direction to the local HICAP by overseeing programs and Services in the community. Implement policies and procedures as set forth by the California Department of Aging Health Insurance Counseling & Advocacy Program.

RESPONSIBLE FOR:  Volunteer and paid staff working as HICAP counselors. 

JOB RESPONSIBILITIES (Including but not limited to):

· Assure compliance of the San Bernardino HICAP program with all Federal, State and (DAAS) Department of Adult and Aging Services SHIP regulations.

· Promote awareness of the Council on Aging Southern California-Irvine and HICAP services in the community.

· Provide essential leadership and inspiration to the HICAP program. 

· Oversee all HICAP related activities, including supervision of personnel, volunteers, and site visits.

· Provide program management and leadership in the following areas:

· Personnel

· Budgets

· Contracts

· Supervision

· Direct call center operations supporting Medicare beneficiaries, implementing federal standards for service delivery and data security.

· Manage day-to-day operations of the call center, ensuring efficient handling of inbound and outbound calls, scheduling, and workflow. 

· Develop and execute call center strategies to meet service level agreements and program goals.

· Oversee policies, procedures, intake data accuracy, reporting, contract deliverable and outcome measurements

· Authorize all referrals to legal components

· Participates in all State required meetings and trainings

· Supervise training and recommend counselor registration

· Receive & respond to inquiries and complaints made by or on behalf of Medicare beneficiaries

· Other duties as assigned by supervisor

QUALIFICATIONS:

· Bachelor's Degree (master's degree preferred) in Human Services, Social Science, Management, or related field preferred

· Minimum 4 years successful program management/administration experience: reporting, budget, contracts, and outcome measurement

· Successful 5 years supervisory experience: Performance management, recruiting, training, and supporting volunteers and paid staff

· Grant writing and nonprofit experience a plus

· Successful completion of HICAP Volunteer Counselor training

· Demonstrated knowledge of Medicare, HCFA, Insurance Billing, Health Insurance

· Experience and knowledge in the field of gerontology and aging programs

· Understanding of the issues of the aging adult

· Ability to collaborate effectively with people in a variety of situations

· Proficient in modern office practices

· Well organized with the ability to multitask

· Experience in call center operations management, preferably in healthcare or federally funded programs

· Proficient in the use of Microsoft, Word, Outlook, Excel, the internet, and call center technology platforms

· Excellent written and verbal communication skills

· Valid California driver's license, proof of insurance and reliable transportation

· Proof of eligibility to work in the United States

· Submit to and successful completion of a Live Scan fingerprinting background checks

· Available for occasional weekends, evening work, and travel, as necessary

WORKING CONDITIONS: The physical demands described here are representative of those that must be met by the employee to successfully perform the functions of the job. Reasonable accommodations will be made to enable individuals with disabilities to perform this job. While performing the duties of this job the employee will be required to sit for periods of time. Standing, walking, and bending are required movements. The employee will occasionally need to lift approximately 20 lbs.

CONDITIONS OF EMPLOYMENT:

The ability to transport oneself to needed appointments with reliable transportation is required.

EQUAL EMPLOYMENT OPPORTUNITY:

The Council on Aging – Southern California is committed to a policy of equal employment opportunity. All qualified applicants will receive consideration for employment without regard to race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, or military and veteran status.