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 In…
Skills: Customer Service, Spanish Fluency, Case Management, Intake Coordination, MS Office
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$75k/yr
Full-time
bachelor degree, postgraduate degree
Medical Coverage, Dental Coverage, Vision Coverage, 403b Retirement Savings Plan, Defined Benefit Retirement Plan, Commuter Benefit Plan
Posted 13d ago
~40 hrs/week
Responsibilities
The Helpline Coordinator handles live calls to provide information, education, and referrals for Medicaid Managed Long Term Care coverage. They are responsible for conducting client intake, maintaining detailed case notes, and reporting helpline trends.
Requirements
A bachelor's degree and fluency in Spanish are required, along with experience working with older adults and people with disabilities. Proficiency in MS Office and extensive customer service experience are essential.
Full 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 New York State Department of Health awarded CSS a contract to run the Independent Consumer Advocacy Network (ICAN), the statewide Ombudsprogram for Medicaid Managed Long Term Care (MLTC). For more information, see http://icannys.org. CSS seeks to hire a Helpline Coordinator to provide consumer assistance through the ICAN Helpline. The ICAN Helpline Coordinator will provide consumer assistance to callers on the ICAN helpline.
Job Responsibilities:
Handle live answer telephone calls from health consumers, family members and others on the ICAN Helpline;
Conduct intake with clients calling the Helpline;
Provide information, education, and referrals to callers to help them successfully enroll in or utilize Medicaid Managed Long Term Care (MLTC) coverage and other covered managed care plans;
Ensure the proper recording of consumer information, data and detailed case notes for each case;
Ensure timely responses for consumer cases requiring callbacks and follow up;
Contribute to reporting of helpline trends and statistics; and
Other responsibilities identified by Supervisor.
Job Requirements:
BA or relevant advanced degree required
Experience working with older adults and people with disabilities required
Written and spoken fluency in Spanish required
Extensive experience providing customer service assistance required
Proficiency with MS Office required
Experience providing customer service assistance on a helpline preferred
Experience entering case notes into Salesforce or other database preferred
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 communication skills, ability to type and write clearly, concisely, persuasively and keep detailed notes of all communications
Ability to project patience, competence, and care for other people’s welfare through oral and written communications
Experience with and understanding of the health care system or demonstrated willingness to learn about it
Most days the schedule will be 9am-5pm, however one day per week may be 8am-4pm and one day per week may be 10am-6pm.
Salary and Benefits: This position is union represented by Local 1199 SEIU with an annual salary of $75,196.00 with comprehensive medical, dental, and vision coverage provided by 1199. Community Service Society provides an employee benefit package including 403b retirement savings plan, defined benefit retirement plan, commuter benefit plan, EAP, and more in addition to a robust paid time off policy.
Physical Requirements: Office work that requires sitting, use of a computer, answering phone calls, etc.
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. CSS will provide all equipment necessary to perform the job from home, but the employee must use their own wired internet connection.
Interested applicants should provide a cover letter and resume at the time of application submission
CSS is an Equal Employment Opportunity/Affirmative Action employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, military status, or any other characteristic protected by applicable federal, state, or local law.
CSS complies with all applicable federal, state, and local laws governing employment, recruitment, and hiring.
Related keywords
MedicaidManaged Long Term CareMLTCICANOmbudsmanSalesforceMS OfficeHealthcare AccessConsumer AdvocacyCase NotesPublic PolicyNon-profitDisability ServicesElderly CareSpanish Language
We work with and for New Yorkers to promote economic opportunity and champion an equitable city and state.
Industry
Civic and Social Organizations
Company size
51-200 employees
Founded
1843
Headquarters
New York, New York
LinkedIn followers
4,210
A strong New York is an equitable New York. Every New Yorker, across income levels, race and ethnicity, and background, shares similar goals. We all want economic well-being, the ability to exercise our rights, and to live with dignity.
The Community Service Society of New York (CSS) has worked with and for New Yorkers since 1843 to promote economic opportunity and champion an equitable city and state. We center the voices and experiences of communities of color and people facing economic insecurity, striving to create a more secure future. Through a strategic combination of data-driven research, direct services, and people-driven advocacy, we ensure New Yorkers have the power to create change in their lives and the life of our city and state. Our programs, policy analysis, legal advocacy, and campaigns expand access to health care, safe and affordable housing, employment opportunities, consumer debt assistance, and more—making a tangible difference in the lives of millions.
We work with a broad coalition of New Yorkers—from community members, activists, and volunteers to government officials and grassroots organizations—to fight for what matters most, especially to those striving to make ends meet. Our collective victories, like stronger tenant protections, paid sick and family leave for working New Yorkers, and one of the strongest “ban the box” laws in the nation, pave the way for lasting change.
We won’t stop until New York is a place where those most impacted by injustice have a fair chance to not only survive, but thrive. Join us in powering a more equitable New York by visiting cssny.org.
Offices: 633 Third Avenue, 10th Fl., New York, New York 10017, US
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