Help Desk Associate, Bureau of Early Intervention

Description

Open to permanent candidates only.

The Early Intervention Program (EIP) is an interagency program that helps infants and children with developmental delays reach their potential. It works to lower the risk of delays for at-risk children, supports families in meeting both their child's needs and their own, and gives every child access to services regardless of race, ethnicity, or income.

The role sits within the help desk team of the city health department, the oldest and largest health department in the U.S., which acts as the main population health strategist and policy authority for NYC. The civil service title is Clerical Associate, 10251.

You report to the Help Desk Supervisor and work under the Director of EI Systems. You support NYC Early Intervention providers by checking that evaluations are submitted, working with borough offices on complex issues that could delay services, helping internal and external EI Hub users, processing actions in the EI Hub, and working with outside stakeholders so services keep running.

Responsibilities

• Answer live technical questions about the program database by phone or electronically, and tell users which steps to take next.
• Enter case information into the correct program databases on time.
• Reach out within the community to gather the details needed to authorize services and complete data entry.
• Investigate and fix billing problems using the program database and other resources.
• Review the database using standard resolution steps, including logging calls and tracking cases, to reach outcomes.
• Work with state bodies and internal units to resolve billing and system-level problems in the database.
• Take on special projects as assigned.

Requirements

• A four-year high school diploma or equivalent approved by a state education department or a recognized accrediting body.
• One year of satisfactory clerical experience.
• Keyboarding at a minimum of 100 keystrokes (20 words) per minute.
• Preferred: strong telephone, computer, and writing skills, plus good communication and organization. Ability to handle pressure and meet deadlines.
• Preferred: typing speed of 45 wpm.
• Preferred: proficiency in Microsoft Office, including Excel, Word, and Outlook.

Conditions

Permanent position.

Depending on the role, you may work from home up to two days a week.

The city is an equal opportunity employer that prohibits discrimination and harassment based on legally protected status.

Benefits

• Premium-free health insurance, which a 2024 assessment found saves employees more than $10K a year.
• Extra health, fitness, and finance perks may apply depending on the union or benefit fund tied to the job.
• Public sector defined benefit pension paying steady monthly income in retirement.
• Tax-deferred savings plan.
• Worksite Wellness Program with health resources and activities.
• Greater job security than many private sector jobs.