Answer telephone calls received by the NJ SHIP (Medicare counseling) and ADRC (general senior services) hotlines. Does so in a prompt (preferably before fourth ring) and courteous manner. Answers those questions they are knowledgeable about and transfers others to the appropriate federal, state or local agency. Utilizes interpretive services when necessary, to assist non-English speaking callers.
Provide callers with up-to-date and accurate information about programs and services designed to assist older persons and their caregivers. Does so by being knowledgeable about the programs and services offered by the division and its aging network partners, including the county offices on aging, and by utilizing such resources as the division's website, brochures, flyers, SHIP resource guides and other printed materials.
Provide counseling to callers with regard to Medicare Parts A-D, Medigaps, NJSave programs, and long term care insurance. Does so by being knowledgeable about Medicare and the options available in obtaining health care coverage and attending initial and regular up-date trainings for certified SHIP counselors.
Provide callers with helpful resource material. Prepares and mails information packets to callers on the various senior citizen and caregiver programs and services, either upon request or in response to identified caller needs.
Will be required to learn to utilize various types of electronic recording and information systems used by the agency.
Record caller data for use by unit and division programs. Records and reports caller data on the SHIP STARS and/or other computer database programs. Makes a record of every call received on the unit's toll-free numbers.
As needed, respond to consumer letters and emails received directly by the division or via referral from external sources such as the commissioner's office. Draft correspondence and send appropriate response in a timely fashion Must speak English and Spanish.
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