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About the Role
The Community Service Society (CSS) seeks to hire a Health Counselor to provide high-quality consumer assistance through the CHAMP Helpline. This role will assist clients with mental health conditions or substance use disorder, their family members, and health care providers in navigating access to care.
Responsibilities
- Respond to live calls from consumers, family members, and providers on the CHAMP Helpline, including during extended hours approximately once per week.
- Assist with filing grievances, complaints, and appeals, and provide hearing and/or appeal assistance to consumers contesting denials of health insurance coverage.
- Assist with document collection and evaluation for prior authorization requests, peer-to-peer reviews, and appeals.
- Provide information, education, advice, and navigational services to consumers on how to successfully use health insurance and/or access care.
- Maintain thorough case records of services provided, advice, appeals, and/or referrals.
- Identify systemic trends or practices that adversely affect consumers and collaborate with senior CSS staff and stakeholders.
Requirements
- Graduate degree in social work, health policy, public health, biology, or other relevant discipline preferred.
- Minimum of one year's experience providing assistance to consumers and/or advocates on health insurance or health care access issues preferred.
- Experience working with people with substance use disorders and/or mental health conditions strongly preferred.
- Outstanding research, writing, and oral advocacy skills required, including excellent reading comprehension, organized thought, and the ability to speak, type, and write clearly, concisely, and persuasively.
- Keeping detailed notes of all communications required.
- Outstanding organizational skills and attention to detail required.
- Excellent oral communication skills, including a genuine enjoyment of talking with people on the phone and the ability to project patience, competence, and care through oral and written communication.
- Customer service and written advocacy experience preferred.
- Mission driven.
- Written and spoken fluency in Spanish preferred.
- Competency with Office Suite and Salesforce, along with research and data-based management skills, preferred.
- Valid work authorization in the United States required.
- Office work requiring sitting, computer use, answering phone calls, participating in virtual meetings, and other standard office functions.
Skills
- Research
- Writing
- Oral advocacy
- Reading comprehension
- Organized thought
- Clear communication
- Concise communication
- Persuasive communication
- Detailed note-taking
- Organizational skills
- Attention to detail
- Oral communication
- Patience
- Competence
- Care
- Customer service
- Written advocacy
- Office Suite proficiency
- Salesforce proficiency
- Data-based management
Location
- New York
Work Type
- Hybrid
- Temporary
Experience Level
- 1+ year experience preferred
Education Level
- Graduate degree preferred
Salary/Compensations
- $46.92 per hour
About the Company
- The Community Service Society (CSS) is an independent, not-for-profit organization with over 170 years of experience in public policy innovation supporting low-income New Yorkers.
- CSS's Health Initiatives Department runs statewide programs to help New Yorkers find and use health insurance or access healthcare.
- CSS launched New York State’s first ombudsman program, CHAMP, targeting individuals with mental illness and/or substance use disorder.
Equal Opportunity
- CSS is an Equal Employment Opportunity/Affirmative Action employer.
- CSS does 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.