Job Description

The Helpline Operator is responsible for answering incoming 800 helpline calls, transferring calls to volunteers when available, performing data entry for client contacts, and executing various clerical tasks including mailings and inventory management.

• Call Handling :

  • Answer all incoming 800 helpline calls promptly and record relevant information on Client Contact forms.

  • Transfer calls to available volunteer counselors or provide immediate assistance if volunteers are not available.

  • Take calls from counselors regarding availability and/or supply needs.

• Data Entry & Record Keeping :

  • Complete daily data entry, including updating Client Contacts in the system.

  • Maintain accurate records of all client interactions, ensuring confidentiality and compliance with regulations.

• Mailing & Clerical Functions :

  • Prepare and label materials for mailing, including assembling informational packets.

  • Make copies of SHIP (State Health Insurance Assistance Program) materials as needed.

• Inventory Management :

  • Notify the Office Manager when supplies or materials are running low.

  • Properly store deliveries and ensure the work area is organized.

  • Recycle unwanted paper and boxes to maintain a clutter-free environment.

• Message Handling :

  • Take voice mail messages for packet requests at least twice daily (morning and afternoon).

  • Forward messages requesting callbacks to Volunteer Supervisors at the end of each day.

• Training & Presentation Support :

  • Assist with preparing new counselor training materials and other requested training materials.

  • Assemble presentation materials and supplies for Volunteer Supervisors, Counselors, or SHIP Local Sites.

• Other Duties :

  • Perform additional tasks as assigned by the Office Manager, such as special mailings, updating lists, managing 800 helpline message recordings, etc.

The role involves standardized tasks that require successful completion of training. The incumbent must effectively communicate with callers, ensuring consistent adherence to agency policies and relevant laws, particularly those relating to Medicare.

• The incumbent is responsible for providing accurate and reliable information to callers, ensuring tasks are completed in a timely and efficient manner.

• Must ensure the accuracy of Medicare-related information provided over the phone.

• Maintain accurate records, forms, reports, and technical data.

• Errors or lapses in judgment can negatively impact the trust and reputation of the program, and must be avoided at all costs.

• Must complete a 5-day training on health insurance for people with Medicare. Answers 800 helpline calls and performs other general office duties such as data entry, mailings, and inventory. Must make it in by 8am but in some cases will allow 8:30.

Syra Health Corp is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.

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