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 runs consumer health assistance programs that help people enroll in and use health insurance. These services are free. It also coordinates the Health Care for All New York Campaign, a coalition of 170 groups dedicated to securing quality, affordable coverage for all New Yorkers.

CSS’s 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 27 community-based organizations. CSS seeks to hire a Temporary Helpline Coordinator to provide consumer assistance on the CHA Helpline. The CHA Helpline handles approximately 10,000 calls per year.The Temporary Helpline Coordinator will screen callers and answer questions about: eligibility insurance; problems with health insurance; medical debt issues; and otherwise help consumers troubleshoot accessto care issues. They must have substantive experience with health insurance system and experience multi-tasking in a high-volume setting. Demonstrated experience in customer service is a must. Specific dutiesinclude:

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.
• Conduct intake with, provide information to, and obtain necessary documents from clients calling the Helpline.
• Ensure the proper recording of client information, data, and detailed case notes for each Helpline caller.
• Ensure timely responses for consumer cases requiring call backs and follow up.
• Contribute to reporting of Helpline trends and statistics.
• Support CHA operations
• Other responsibilities identified by Supervisor.

Job Requirements:

• Experience with health insurance or the health care system required
• Extensive experience providing customer service assistance required
• BA or relevant advanced degree required
• Fluent in Spanish or a language other than English strongly preferred
• Proficiency with MS Office required
• Experience with SalesForce or other data management system 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 written and verbal communication skills required
• Experience with and understanding of the health care system or demonstrated willingness to learn about it

Pay rate: The hourly rate for this position is $37.48.

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.