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- and moderate-income New Yorkers for more than 170 years. CSS runs several statewide programs that help consumers find, enroll in, and make the most of their health coverage.

CSS seeks a Quality Assurance Manager for the CSS Navigator Network which helps consumers enroll into health insurance through the New York State of Health Marketplace. The CSS Navigator Network works with 17 Community-Based Organizations serving 54 counties throughout New York State.

Job Description:

The CSS Navigator Network Quality Assurance Manager will have primary responsibility for onboarding and training Navigator staff, as well as monitoring, providing feedback, and reporting on the quality of consumer assistance services provided by the program. This includes the following activities:

• Provide technical assistance and training to Navigators on eligibility and enrollment rules, and other matters related to obtaining health insurance coverage through New York State of Health (NYSOH).
• Provide specific, diplomatic, and constructive feedback to Navigators and State officials on issues identified through QA reviews,
• Manage case reporting system for Navigators, including review of submitted cases, working with New York State Department of Health on resolution, and following up on outcomes.
• Assist with updating and maintaining the Quality Assurance process for CSS Navigator Network (CNN).
• Work closely with the Director of Health Insurance Enrollment Programs and other staff to identify training needs and sentinel issues.
• Contribute to the reporting of sentinel issues to supervisors, CSS program staff, NYSOH and other stakeholders.
• Represent CNN in advocacy meetings aimed at improving access to health insurance through NYSOH, such as the Public Programs Group.
• Provide advice and assistance to community members on various health insurance issues, such as finding and utilizing health insurance, accessing health insurance tax credits under the ACA, enrolling and using public insurance programs, accessing free or low-cost care, and other challenges.
• Update and develop new training materials, educational materials, and resources for Navigators.
• Assist in the preparation of statistical reports and presentations, as needed.

Job Requirements:

• BA required; graduate degree in law, public health, social work or other relevant degree required
• Extensive knowledge of the New York healthcare system
• Three to five years experience assisting consumers and/or working with other advocates on health insurance and healthcare access issues
• Prior experience developing training and resource materials and conducting training
• Advanced proficiency in Microsoft Excel is required.
• Experience working with databases, specifically Salesforce
• Ability to write clearly, concisely, and professionally, and to keep detailed notes of all communications
• Very organized and independent

Salary and Benefits : The annual salary for this position is $82,243. Community Service Society provides a comprehensive employee benefits package including health, dental, and vision coverage, life, AD&D, and long-term disability insurance, 403b retirement savings plan, defined benefit retirement plan, flexible spending accounts, commuter benefits plan, EAP, and more in addition to paid holidays, vacation, sick, and personal days.

CSS currently offers a hybrid work environment requiring onsite work at CSS’ office at least two days per week and three days per work remote work.