Quality Assurance Manager

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 power change through a strategic combination of research, services, and advocacy to make New York more livable for people facing economic insecurity. By expanding access to health care, affordable housing, employment, debt assistance, and more, we make a tangible difference in the lives of millions. CSS runs a number of 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. 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 27 community-based organizations.The CHA Helpline handles approximately 10,000 calls per year.

CSS seeks to hire a Quality Assurance Manager for the CHA Helpline. They will help ensure that the CHA Helpline provides high quality services in response to consumers’ questions about eligibility for health insurance; insurance problems; and their difficulties accessing care. They must have substantive experience with the health insurance system and customer service.

Job Responsibilities:

• Conduct quality assurance reviews of CHA Helpline cases.
• Provide specific, constructive feedback to CHA personnel on issues identified through QA reviews, including data entry errors, incomplete entries, incorrect or incomplete advice or service recordkeeping, confidentiality, and customer service.
• In consultation with the CHA Quality Assurance Manager, revise and implement certification and continuing education program for CHA Helpline staff.
• Conduct training on substantive topics and operations.
• Coordinate with CHA managers on drafting and updating resources for an internal knowledge base consisting of articles, checklists, and scripts, one pagers and other resources to support CHA helpline staff in the provision of information and navigation and advocacy assistance to CHA callers.
• Provide intake, information, and advocacy services to CHA consumers when needed.
• Assist in implementing an internal program evaluation plan.
• Prepare and analyze data from CHA call center software and case management database in Microsoft Excel.
• Assist in the preparation of statistical reports and presentations.
• Assist in the supervision CHA Helpline staff.
• Assist in the management of the CHA Helpline and Network, when necessary.
• Other duties may be specified by their supervisor.

Job Qualifications:

• Bachelors required. Graduate degree in law, nursing, public health, or social work preferred.
• A minimum of one year’s experience providing assistance to consumers and/or advocates on health insurance and health care access issues.
• Prior experience working with consumers on health insurance issues.
• Strong customer service, counseling, and supervision skills preferred.
• Advanced proficiency in Microsoft Excel required.
• Experience working with databases.
• Ability to type and write clearly, concisely, and professionally, and to keep detailed notes of all communications.
• Strong diplomacy skills and patience required.
• Very organized and independent.

Salary and Benefits: The annual salary range for this position is $84,710.00. Community Service Society provides a comprehensive employee benefits package including health, dental, and vision coverage, life, AD&D, and long-term disability insurance, annual performance-based bonus, 403b retirement savings plan, defined benefit retirement plan, flexible spending accounts, commuter benefits plan, EAP, and more in addition to paid holidays, vacation, sick, and personal days.

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.

***Interested applicants should provide a cover letter and resume at the time of application submission***