Helpline Coordinator

Job Description

Job 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-income New Yorkers for over 175 years. CSS’s Health Initiatives Department runs a number of statewide programs that help New Yorkers find and use their health insurance or otherwise access health care, including : Community Health Advocates (CHA); the CSS Navigator Network (CNN); Community Health Access for Addiction and Mental Healthcare Project (CHAMP); the Independent Consumer Advocacy Network (ICAN); the Managed Care Consumer Assistance Program (MCCAP); the NY State Office of the Aging (SOFA) program; the Independent Intellectual and Developmental Disabilities Ombudsprogram (IDDO) and the Facilitated Enrollment for the Aged Blind and Disabled program (FE-ABD). These services are free for New York health care consumers and small businesses. It also coordinates the Health Care for All New York Campaign (HCFANY), 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 24 community-based organizations. CSS seeks to hire a temporary Helpline Coordinator to provide consumer assistance through the CHA Helpline. The CHA Helpline Coordinator will answer questions about health insurance tax forms; eligibility for health insurance; troubleshoot insurance problems; and provide assistance to health insurance consumers who are experiencing difficulties accessing care.

Job Description :

• Handle live answer telephone calls from health consumers who have questions or concerns about their health insurance tax forms, eligibility for health insurance coverage, 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 consumer rights in the health care system;
• 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 Qualifications :

Compensation : The hourly rate for this position is $39.34.

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.