HEALTH
CARE RIGHTS ADVOCATE
PROJECT
DESCRIPTION: The Health Rights
Hotline, serving all health care consumers in the
POSITION DESCRIPTION: Under direction from the Supervising Attorney and/or Program Director, provide education, information, referral and assistance to individual health care consumers. Staff the telephone hotline, handling a high volume of calls. Maintain an open caseload, providing direct assistance to callers unable to resolve their problems on their own. Conduct general consumer education and outreach to inform health care consumers about their rights and responsibilities.
DUTIES:
1. Provide
individual assistance to consumers by staffing the telephone hotline; research
and investigate consumers’ problems, work with health plans, health care
providers, regulatory agencies, employers/purchasers and other entities, as
appropriate, to resolve individual problems.
2. Enter
consumer case information into the computerized case management database. Ensure the accuracy and integrity of the
information entered into the database.
3. Determine
the nature of the consumer’s informational needs or problem. Advise or refer as appropriate within established
protocols, procedures and program guidelines.
4. Prepare
routine correspondence as well as complex advice and appeal letters.
5. Participate
in weekly case review meetings and monthly staff meetings. Attend and participate in training sessions
both within the program and from external sources.
6. Participate
in the development of consumer education materials. Make recommendations for additions,
modifications, or deletions of materials as needed.
7. Conduct community outreach activities, such as presentations to community groups and agencies, to inform the public about the Hotline’s services and educate consumers about the health care system.
8. Perform
additional duties as assigned consistent with qualifications.
SKILLS:
1. Ability
to calmly and patiently work with persons experiencing a high level of stress
and anxiety.
2. Ability
to interview consumers in a professional and courteous manner, understand and
empathize with their concerns, investigate complaints, and use sound judgment in
resolving consumer concerns.
3. Ability
to work professionally and cooperatively with health plan and medical group
representatives, regulatory agencies, health care providers and others to
resolve consumer concerns.
4. Ability
to diagnose problems and analyze and research complex situations.
5. Ability
to document activities thoroughly, accurately and in an organized manner.
6. Ability
to handle a high volume of activity timely, efficiently and professionally.
7. Excellent
computer skills.
8. Professional
telephone manner; ability to communicate clearly and effectively over the
telephone.
9. Strong
oral and written communications skills.
10. Ability to
present complex information in an easy-to-understand manner.
11. Ability to
work collaboratively as a member of a team.
12. Ability to
work with and relate to diverse populations, including seniors, persons with
disabilities and persons for whom English is a second
language.
EDUCATION/EXPERIENCE: Two years experience in customer service, consumer advocacy and/or health care systems conducting intake, interviews and research of consumer and/or provider issues. Computer literacy required. Bilingual Russian strongly preferred. Bachelors Degree and a basic understanding of health care systems highly desired. Familiarity with medical terminology a plus.
SALARY: $1,872-2,108/month DOE. LSNC
offers full health, dental, vision and other benefits.
DEADLINE TO APPLY:
TO APPLY: Send resume, cover
letter and 3 references to Health Rights Hotline,
Email: hrh_counselor@hrh.org
A BILINGUAL BONUS IS
PROVIDED FOR PERSONS EMPLOYED WHO SPEAK A SECOND LANGUAGE, OTHER THAN ENGLISH,
COMMONLY SPOKEN BY THE CLIENTS, WHEN THE SECOND LANGUAGE IS USED IN THE JOB FOR
WHICH THE PERSON IS EMPLOYED.
Women, people of color, persons with disabilities and older persons are
encouraged to apply.
AN EQUAL OPPORTUNITY
EMPLOYER