Helpline Coordinator

Salary: $41.31 Hourly 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. CHAMP operates a statewide toll-free helpline in partnership with community and specialist organizations to help individuals with substance use and mental health needs access insurance benefits and care. The Helpline serves consumers, family members, providers, and advocates. CSS is seeking a temporary Helpline Coordinator to assist callers by answering health insurance eligibility questions, resolving insurance issues, and helping individuals overcome barriers to accessing care. Job Description: Handle live answer telephone calls from health consumers and providers who have questions or concerns about eligibility for health insurance coverage, how to access mental health and/or substance use disorder treatment through a health plan, how to appeal a denial of coverage or care, and how to access low-cost or free care. Respond to live calls from consumers, family members and providers on the CHAMP Helpline, including during extended Helpline hours (until 7pm) approximately once per week. 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 callbacks and follow up. Contribute to reporting of helpline trends and statistics. Job Requirements: BA or relevant advanced degree. Experience providing consumer assistance or customer service. Proficiency with MS Office. Fluent in Spanish or a language other than English. Experience working with people with substance use disorders and/or mental health conditions. Experience with Salesforce or other data management systems. 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. Compensation : The hourly rate for this position is $41.31. Additional details : This is a temporary position requiring valid work authorization in the United States. Physical Requirements: Office work that requires sitting, use of a computer, answering phone calls, participating in virtual meetings, and other standard office functions. 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 have 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.