MEDICAID HELPLINE AGENT - City of New York : Job Details

Job Description

IF YOU ARE HIRED PROVISIONALLY IN THIS TITLE, YOU MUST TAKE AND PASS THE CIVIL SERVICE EXAM, WHEN IT BECOMES AVAILABLE, TO BE ELIGIBLE FOR CONTINUED EMPLOYMENT.

Infoline is HRA's telephone service center, which provides information on HRA's programs to the general public. Infoline uses both an Interactive Voice Response System (IVRS) and live telephone agents who speak to callers directly and are able to provide case specific information. Constituents can call the Infoline telephone service line for information on all HRA programs, including how to apply, emergency assistance, Fair Fares, office locations and case status.

Under the supervision of the Team Supervisor, with some latitude for independent judgement, the Medicaid Helpline Agent is responsible for providing information to callers on the Medicaid program and services. The Office of Constituent Services is recruiting for an Eligibility Specialist II to function as a Medicaid Helpline Agent in the DSS Infoline/Helpline call center.

OCS is recruiting for four (4) Eligibility Specialist II to function as Infoline/Medicaid Helpline Agents who will:

- Respond to telephone inquiries from the general public and clients by providing information,

including but not limited to eligibility criteria, phone numbers, program description and Medicaid

status.

- Screen calls and perform a preliminary assessment of callers needs to determine whether a caller

can be serviced by the core information line, or she/he requires additional assistance.

- Utilize the Intranet Quorum (IQ) system to report complaints from the client regarding their case.

- Review pertinent data from New York State EMEDNY system in order to substantiate and review

eligibility.

- Utilize automated office systems to evaluate applicant documentation and to verify pertinent date;

determines the need for additional information.

- Consult with the Team Supervisor as needed on overall problems and if questions arise.

- Enter caller information, which generates a letter in the clerical support unit, to be sent with

applications, informational and/or pamphlets to the caller or is forwarded to a program area for

action.

- Enter/Update/Retrieve information on an electronic information storage system by operation

control consoles/keyboards/other, in order to facilitate clearance/search/verification/other

operations.

- Access/update/retrieve information from manual files/sources, to facilitate clearance/search/

verification/other operations.

- Initiate and/or complete paperwork as required.

Work Location:

92-31 Union Hall Street, Queens, NY

Hours/Schedule:

M-F, 9:30am -5:30pm

Qualifications

1. Completion of 30 semester credits at an accredited college or university; or

2. A four high school diploma or its educational equivalent and one year of full-time satisfactory experience in one or more of the following areas; performing the work described below:

a. Interviewing, gathering information and/or preparing necessary documentation for the purpose of making recommendations concerning eligibility for public assistance or unemployment, health benefits, social security, insurance, or participation in social services or community programs, and other similar benefits; or

b. Performing bookkeeping, bank teller duties, housing office teller duties, purchasing agent, assistant store manager, sales representative responsible for accounts, or customer service duties or a job in which the duties include helping customers with questions or concerns; or

c. Dealing with social service agencies, legal representatives, or aiding individuals in navigating housing, social, financial or health problems or application systems; or

3. A satisfactory combination of education and/or experience equivalent to 1 or 2 above. College education may be substituted for the experience in 2 above on the basis that 30 semester credits from an accredited college or university may be substituted for each year of required experience. However, all candidates must have at least a four year high school diploma or its educational equivalent.

Special Note

Work experience which provides only incidental opportunities to perform the job duties as described in 2a , 2b and 2c above are not acceptable for meeting the minimum qualification requirements.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.