MEDICAID HELPLINE AGENT | NYC Department of Social Services

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Job Description

The Medicaid Helpline provides information to New Yorkers on enrolling in Medicaid public health insurance. The agency’s Medical Assistance Program helps New Yorkers who qualify enroll in public health insurance programs like Medicaid. The Helpline receives inquiries from providers, hospitals, client representatives, community-based organizations, and others.

Under the supervision of the Team Supervisor, with some latitude for independent judgement, the Medicaid Helpline Agent is responsible for providing information to callers on the Medicaid program and services. The Office of Constituent Services is recruiting for eight (8) Eligibility Specialist II’s to function as a Medicaid Helpline Agents in the DSS Infoline/Helpline call center.

The Medicaid Helpline Agent will:

  • Respond to telephone inquiries from the general public and clients by providing information,


including but not limited to eligibility criteria, phone numbers, program description and Medicaid


  • Screen calls and perform a preliminary assessment of callers needs to determine whether a


caller can be serviced by the core information line, or she/he requires additional assistance.

  • Utilize the Intranet Quorum (IQ) system to report complaints from the client regarding their case.
  • Review pertinent data from New York State EMEDNY system in order to substantiate and review



  • Utilize automated office systems to evaluate applicant documentation and to verify pertinent date;


determines the need for additional information.

  • Consult with the Team Supervisor as needed on overall problems and if questions arise.
  • Enter caller information, which generates a letter in the clerical support unit, to be sent with


applications, informational and/or pamphlets to the caller or is forwarded to a program area for


  • Enter/Update/Retrieve information on an electronic information storage system by operation


control consoles/keyboards/other, in order to facilitate clearance/search/verification/other operations.

  • Access/update/retrieve information from manual files/sources, in order to facilitate clearance/search


/verification/other operations.

  • Initiate and/or complete paperwork as required.


Minimum Qual Requirements

  • Completion of 60 semester credits at an accredited college; or
  • A four-year high school diploma or its educational equivalent and two years of full-time satisfactory experience in one or more of the following areas; performing the work described below:
  • Interviewing, gathering information and/or preparing necessary documentation for the purpose of making decisions concerning eligibility for public assistance or unemployment, health benefits, social security, casualty, property or liability insurance, or other similar benefits; or
  • Performing bookkeeping, bank teller duties, housing office teller duties, purchasing agent, assistant store manager, sales representative responsible for accounts, or customer service representative responsible for making determinations; or
  • Dealing with social service agencies or aiding individuals in solving housing, social, financial or health problems as a community organization representative; or
  • A satisfactory combination of education and/or experience equivalent to “1” or “2” above. College education may be substituted for the experience in “2” above on the basis that 30 semester credits from an accredited college may be substituted for each year of required experience. However, all candidates must have at least a four year high school diploma or its educational equivalent.


Special Note

Work experience which provides only incidental opportunities to perform the job duties as described in “2a”, “2b” and “2c” above are not acceptable for meeting the minimum qualification requirements. Examples of unacceptable work experience include, but are not limited to, experience as a token clerk, check-out clerk, sales clerk, teacher’s aide, cashier, receptionist or secretary.

Additional Information



The federal government provides student loan forgiveness through its Public Service Loan Forgiveness Program (PSLF) to all qualifying public service employees. Working with the DSS/HRA/DHS qualifies you as a public service employee and you may be able to take advantage of this program while working full-time and meeting the program’s other requirements.

Please visit the Public Service Loan Forgiveness Program site to view the eligibility requirements:

In addition, the Human Resources Administration/Department of Social Services offers competitive salaries and the following benefits:

Generous Pension Plans (The New York Employees’ Retirement System);

401(k) and 457 Roth’s Retirement Savings Programs;

U.S. Savings Bonds Flexible Spending Program;

Health Benefits, Dental, Vision Coverage, Prescription Drug Program;

Training and Professional Development;

Opportunity for Scholarship; College Savings Program;

Paid Holidays and Generous Annual Leave;

To Apply

If you are hired provisionally in this title, you must take and pass the Civil Service Exam, when it becomes

available, to be eligible for continued employment.

The exam will open for filing from November 2-22, 2022 and the exam will be available to take starting February 4, 2023.

Click “APPLY NOW” Button.

55-a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.


M-F, 11:00am-7:00pm (Straight Time) No Flextime Available

Work Location

92-31 Union Hall Street, Jamaica, NY 11433

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.