Health Counselor

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 more than 170 years. CSS’s Health Initiatives Department runs several statewide programs that help New Yorkers find and use their health insurance or otherwise access health care. In October 2018, CSS launched New York State’s first ombudsman program targeting the needs of people with mental illness and/or substance use disorder, Community Health Access to Addiction and Mental Healthcare Project (CHAMP). CHAMP operates statewide through a toll-free live-answer helpline and in partnership with eight community-based organizations and three specialist organizations. The goal of CHAMP is to help people with substance use and mental health care needs navigate and secure benefits through their insurance plans.

The CHAMP Helpline fields calls from people who need help getting and using health insurance coverage for substance use disorders and mental health care. CHAMP’s Helpline serves people in need of care as well as their family members, care providers, and other advocates. The Health Counselor will be responsible for providing high quality consumer assistance through the CHAMP Helpline. They will provide assistance to people who are experiencing difficulties accessing care. 

CSS seeks to hire a Health Counselor who will provide consumer assistance to clients with mental health conditions or substance use disorder and/or their family members and health care providers.

Job Responsibilities:

• 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. 
• Assist with filing grievances, complaints, appeals, and provide hearing and/or appeal assistance to consumers contesting denials of health insurance coverage.
• Provide information, education, advice, assistance, and referrals to consumers and providers to help them successfully utilize health insurance and/or care.
• Assist with document collection and evaluation for prior authorization requests, peer-to-peer reviews, and appeals. 
• Maintain thorough case records of services provided, advice, appeals, and/or referrals.
• Help identify systemic trends or practices that adversely affect consumers and work closely with senior CSS staff and other appropriate stakeholders

Job Qualifications:

• Bachelor’s degree required; Graduate degree in social work, health policy, public health, biology, or other relevant disciplines preferred.
• Experience working with people with substance use disorders and/or mental health conditions is strongly preferred. 
• Minimum of one year experience providing assistance to consumers and/or advocates on health insurance, or health care access, issues preferred.
• Excellent verbal, written, and interpersonal communication skills, including the ability to communicate clearly, concisely, and persuasively; conduct advocacy efforts; maintain detailed case notes; and effectively assist consumers by phone and in writing.
• Experience with customer service and written advocacy preferred.
• Outstanding organizational skills and attention to detail required.
• Mission driven.
• Written and spoken fluency in Spanish preferred. 
• Competency with Office Suite and Salesforce database preferred.
• Research and database management skills preferred
• Demonstrated ability to communicate with patience, professionalism, competence, and empathy.

Salary and Benefits: This position is represented by local 1199 SEIU with an annual salary of $85,395.00 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, a robust paid time off policy, and more. 

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.