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Job Title:  

Medicare Counselor & Outreach Specialist Team Supervisor

Agency:

Department of Human Services

Job Requisition ID:

JR0000005622

Shift:

Day (United States of America)

Compensation Details:

$66,351.55

Job Description:

Stronger Families for a Stronger Georgia. The Georgia Department of Human Services (DHS) is a dynamic state agency responsible for delivering a wide range of services to Georgia's most vulnerable populations. Our mission is to strengthen Georgia by providing individuals and families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults.  

Start your career in public service. The Georgia Department of Human Services (DHS), Division of Aging Services (DAS), State Health Insurance Assistance Program (SHIP) is seeking candidates for the position of Medicare Counselor & Outreach Specialist. This position is located in Atlanta, Fulton County, Georgia and will require frequent statewide, and possibly overnight, travel.  

What we offer.  Enjoy a generous benefits package that includes a flexible work schedule, unique training opportunities, employee retirement plan, 401(k) plan and 457 plan, 13 paid holidays, vacation & sick leave, medical, dental, vision, long/short-term care, life insurance, and employee discount programs; in addition to telework opportunities depending upon the position.  

Join Our Team!

The Georgia State Health Insurance Assistance Program “SHIP”, provides personalized counseling to help people understand their Medicare benefits, make informed decisions about health and drug plans, and apply for financial assistance programs.

 

Role and Responsibilities:

 

Training:

• Complete Medicare, SHIP and MIPPA training for initial certification.
• Obtain Medicare Counselor certification and complete the annual training and certification requirements.
• Participate in Medicare trainings provided by CMS, ACL, and the SHIP Technical Assistance (TA) Center, Medicare Rights Center, and the National Council on Aging (NCOA).
• Learn about programs in the Division of Aging Services (DAS).

Staff Supervision:

• Manage and supervise the Georgia SHIP Outreach Specialists.
• Track and approve requests for leave.
• Adjust and approve lunch schedules.
• Track and manage telework schedules and forms.
• Ensure staff complete the DHS required training.
• Schedule Outreach Specialists staff meetings.
• Ensure staff have access to and use the Medicare online systems, i.e., CMS Complaints Tracking Module, DFCS Gateway Worker Portal, and the SHIP database.
• Develop Performance Improvement Plans for staff, when necessary.
• Complete the Mid-Year and Annual Performance Reviews for the staff.

Outreach Specialist Team Lead:

• Travel in state to provide outreach and education.
• Develop and deliver training about Medicare, SHIP, MIPPA and the Division of Aging Services (DAS) programs.
• Submit monthly calendars on outreach and education events for Georgia SHIP.
• Ensure culturally affirmative and linguistically accessible information to the public.
• Participate in the Georgia Family Connection Partnership meetings and outreach events.
• Participate in the ADRC Statewide Advisory Council meetings.
• Participate in the Statewide Independent Living Council of Georgia meetings.
• Participate in the GA Department of Public Health meetings.
• Attend required meetings for Georgia SHIP, MIPPA and DAS.

 

 

One-on-One Counseling:

• Provide counseling to Medicare beneficiaries via phone, walk-ins, mail, and email.
• Provide in-person counseling sessions at local libraries, senior centers, and other public locations.
• Use Platform28 application to answer inbound calls.
• Use Platform28 to complete outbound calls and provide counseling service to clients.
• Provide plan comparisons, enroll clients in Medicare Advantage and Prescription Drug Plans, and calculate the Part D cost savings.
• Complete the Extra Help and Medicare Savings Program applications for client in-person or on the phone.
• Maintain access to Georgia Gateway Worker Portal to assist clients.
• Submit Medicare appeals and resolve billing issues for clients.
• Submit cases in the CMS Compliant Tracking Module (CTM).

 

Outreach and Education:

• Conduct monthly outreach events in the state.
• Submit and maintain a monthly calendar of outreach and education events scheduled.
• Respond to requests for community presentations and participation in outreach events (i.e., health fairs/booths/exhibits).

 

Customer Service:

• Provide exceptional customer service to clients and stakeholders.
• Maintain a positive attitude and professional demeanor to assist clients.
• Respond timely to inquiries or request for presentations and information.
• Track inquiries and requests that are received monthly.
• Acknowledge and resolve customer requests for presentations/events and complaints in a timely manner.

 

Partnerships:

• Establish partnerships with community organizations and employer-based companies.
• Establish partnership with organizations that serve individuals with disabilities, those that reside in rural areas, those under the age of 65 with Medicare, and those with limited English proficiency.
• Submit the Georgia SHIP partnership spreadsheet and partnership agreements.
• Maintain and contact community partners every 6 months to strengthen relationships and offer Medicare presentations. 
• Establish an email distribution list to ensure community partners have current information on Medicare and DAS services.
• Collaborate with Georgia SHIP staff and volunteers to conduct outreach and education events, when available.
• Provide guidance and mentor to new volunteers on outreach events and presentations.

 

Other Assignments:

• Complete other assignments as needed.

 

 

 

Core Competencies:

 

• Strong communication skills with the ability to write clear and articulate responses to clients.
• Attention to details with the ability to follow through on requests.
• Excellent oral, presentation, and interpersonal communication skills.
• Supervisory experience managing a team.
• Organizational skills to manage outreach activities, events and appointments.
• Time management skills to handle multiple projects and deadlines.
• Conflict resolution skills and the ability to handle difficult clients.
• Ability to meet deadlines and adapt to a fast-paced environment.
• Proficient in MS Word, Excel, and PowerPoint.
• Strong contributor in a team environment.
• Displays honesty, accountability, and a strong commitment to his or her public duty and presents oneself as a credible representative of the agency and State to maintain the public trust.

 

Minimum Qualifications:

 

• Bachelor's degree in a related field from an accredited college or university AND five (5) years of professional job-related experience, which includes two (2) years in a lead worker, team leader, or supervisory role;

OR

• One (1) year of experience at the lower-level Social Services Program Consultant 3 (SSP042) or position equivalent.

 

Preferred Skills/Qualifications:

 

• Bilingual preferred; Spanish, Korean.
• Two years of experience with Medicare or Medicaid.
• Two years of experience conducting outreach and establishing community partners.
• Two years of supervisory experience managing a team.
• Three years of customer service experience.
• Experience handling large volumes of customer calls.
• Bachelor’s degree in Gerontology or Aging Services from a regionally accredited college/university or five years of Medicare experience working in the aging network.

 

Minimum Qualifications:

Bachelor's degree in a related field from an accredited college or university and five (5) years of professional job-related experience, which includes two (2) years in a lead worker, team leader, or supervisory role; or one (1) year of experience at the lower level Social Svcs Prgm Consultant 3 (SSP042) or position equivalent.

Equal Employment Opportunity Employer

The State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services.
Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.