Job Description

Helpline Coordinator

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). 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.

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.

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