Health Insurance Counseling and Advocacy Program (HICAP) Staff Counselor - Operations Specialist

Description

HOURS: 40 hours per week (full-time)

FLSA CATEGORY: Non-Exempt 

LOCATION: Riverside 

ACCOUNTABILITY: HICAP Program Manager

Health Insurance Counseling and Advocacy Program (HICAP) is a program of the Council on Aging-Southern California (COASC), a private, nonprofit corporation serving older adults and individuals with disabilities since 1973. The mission of COASC is to promote the independence, health, and dignity of older adults through compassion, education, and advocacy.

HICAP is a program that that serves Medicare beneficiaries of all ages, and those individuals soon to be eligible for Medicare utilizing paid staff and volunteers.  The goal of this program is to provide objective counseling, advocacy, and assistance with Medicare, related health insurance plans, and long-term care planning, and to educate the public on Medicare and related health insurance topics.

PURPOSE OF WORK: Provide Medicare-related assistance and counseling to individuals across Riverside and San Bernardino. Assist with Community Outreach and special projects to improve the overall program and enhance counseling activities.

RESPONSIBLE FOR: Medicare counseling, front office support, clerical duties, technology/audio and visual support, data entry management, and developing a process for mentoring Call Center volunteers.

JOB FUNCTIONS (Including but not limited to):

-Successfully complete and continuously maintain HICAP Counselor state registration.

-Client case management and in-person or phone counseling to support the Call Center.

-Maintain current knowledge of Medicare-related topics.

-In coordination with HICAP Operations Coordinator, provide support for volunteers ensuring counseling in the Call Center is at a high level of quality. 

-Responsible for front desk operations such as client reception, scheduling, vendor correspondence, and maintaining security by following front door security procedures, screening visitors, and monitoring logbook. 

-Responsible for maintaining incoming caller/client log.

-Oversight of walk-in client assignment to Call Center staff/volunteers. 

-Maintains kitchen/break room and office including organization, storage, and cleanliness.

-Maintains conference room including scheduling and A/V setup.

-Monitors and distributes client surveys monthly. 

-Assist in program data entry as required meeting monthly deadlines.  

-Monitors the use of program equipment/inventory and office supplies including placing supplies orders, maintaining stock of HICAP/Medicare materials, and assisting with updating HICAP counseling tools as needed. 

-Other duties as assigned by Operations Coordinator or Program Manager.

Requirements

QUALIFICATIONS: 

-AA Degree required-unless other experience can suffice.

-Excellent written and verbal communication skills.

-Bilingual English-Spanish preferred but not required.

-Possess an understanding of modern office practices.

-Experience and knowledge of technology preferred. 

-Previous office experience preferred.

-Proficiency with technology preferred.

-Previous health care or human services experience preferred.

-Ability to work effectively with diverse populations and in team settings. 

-Well organized with the ability to multi-task.

-Proficient in the use of Word, Excel, Outlook and Internet Search Engines.

-Experienced and working knowledge of technical Audio/Visual Equipment.

-Proof of eligibility to work in the United States.

-A valid California driver’s license and proof of current vehicle insurance.

-Submit to and successfully complete a Live Scan fingerprinting background check.

WORKING CONDITIONS: The physical demands described here are representative of those that must be met by the employee to successfully perform the functions of the job. Reasonable accommodations will be made to enable individuals with disabilities to perform this job. While performing the duties of this job the employee will be required to sit for periods of time. Standing, walking, and bending are required movements. The employee will occasionally need to lift approximately 25 lbs. 

CONDITIONS OF EMPLOYMENT:

The ability to transport oneself to needed appointments with reliable transportation is required. 

EQUAL EMPLOYMENT OPPORTUNITY: 

The Council on Aging – Southern California is committed to a policy of equal employment opportunity. All qualified applicants will receive consideration for employment without regard to race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, or military and veteran status.