Health Counselor

The New York State Department of Health awarded CSS a five year contract to run the Independent Consumer Advocacy Network (ICAN), the statewide Ombudsprogram for Managed Long Term Care (MLTC). For more information, see http://icannys.org. CSS seeks to hire a Health Counselor for the ICAN program to provide information, education, advice, navigational services and appeal representation to beneficiaries on how to enroll into health plans and successfully utilize health insurance and/or care.

Job Responsibilities:

• Provide information, education, advice, and navigational services to beneficiaries on how to enroll into health plans and successfully utilize health insurance and/or care.
• Respond to live calls on the Helpline which operates from 8 am to 6 pm, Monday – Friday (Helpline shifts are typically four hours on any given day).
• Promptly call back individuals who have left voicemails on the helpline or who have been referred through other channels and update the database accordingly.
• Communicate with ICAN website users through the live chat system.
• Provide information, advice, referral and advocacy to callers.
• Conduct research as needed on health insurance policy, benefits, laws and other health consumer rights and responsibilities.
• Provide training and presentations to beneficiaries, advocates and others, as needed.
• Prepare training materials and fact sheets as needed.
• Maintain thorough case records of services provided, advice, appeals and/or referrals.
• Help identify systemic trends or practices that adversely affect clients and work closely with senior CSS staff and other appropriate stakeholders.
• Other responsibilities identified by Supervisor.

Job Qualifications:

• Bachelor’s degree required. Graduate degree in social work, health policy, public health, biology, or other relevant discipline preferred. Social work, (e.g., MSW) particularly desirable.
• Experience providing customer service, particularly by phone
• Experience working with older adults and people with disabilities strongly preferred.
• Experience with and understanding of New York’s Managed Long Term Care (MLTC) system, including eligibility for MLTC enrollment and home care services.
• Mission driven.
• Prior experience working with consumers on health insurance issues
• Ability to type and write clearly, concisely, persuasively and keep detailed notes of all communications
• Medium proficiency in Microsoft Office
• Research and data-based management skills preferred
• Excellent oral communication skills and enjoys talking on the phone with people.
• Written and spoken fluency in Spanish, Mandarin, Haitian Creole, or another language other than English strongly preferred.
• Intermediate proficiency in computer applications (including Outlook and Microsoft Office) and websites required (we use a web-based secure case management database on the Salesforce platform)
• 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.
• Ability to project patience, competence, and care for other people’s welfare through oral and written communications.

Salary and Benefits: This position is union represented by local 1199 SEIU with an annual salary of $81,328.00 and 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.

This position is union represented by local 1199 SEIU 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.

Written and spoken fluency in Spanish or a language other than English preferred.