Medical Assistant (MA) / Certified Nursing Assistant (CNA)

• Conducts telephone and in-person outreach to HUSKY patients at risk of coverage disruption using approved lists, scripts, and communication methods.
• Educate patients on updating contact information with DSS, responding to notices, meeting deadlines, and seeking assistance.
• Guides patients in using official DSS tools and contact channels, including approved pre-screeners, without making final eligibility determinations.
• Identifies barriers to maintaining coverage, including language, disability, literacy, technology, transportation, housing, and documentation challenges.
• Assists patients with gathering and organizing DSS-requested documents using approved notices and checklists, without altering documentation.
• Connects patients with Eligibility & Enrollment specialists through warm handoffs or tracked referrals with assigned owners, deadlines, and next steps.
• Schedules enrollment-assistance appointments and coordinates language and accessibility support as needed.
• Conducts timely outreach, reminders, follow-ups, and escalations based on established schedules and coverage deadlines.
• Accurately documents outreach attempts, patient responses, barriers, referrals, deadlines, and outcomes in approved tracking systems.
• Performs follow-up to confirm referrals are received, next steps are completed, and unresolved issues are appropriately escalated.
• Connect patients facing coverage loss with qualified staff to explore reapplication, alternative coverage, and continuity-of-care resources, including medications, appointments, referrals, Sliding Fee Scale eligibility, and hardship assistance.
• Communicates in a culturally responsive, nonjudgmental manner while protecting patient confidentiality in accordance with HIPAA and CS-HHC policies.
• Escalates complex eligibility questions, disability-related exceptions, appeals, adverse determinations, immigration concerns, and legal issues to qualified resources.
• Tracks coverage-support activities, patient barriers, referrals, and outcomes; prepares reports as assigned.
• Obtains and maintains Certified Application Counselor (CAC) certification as required, participates in patient education and community outreach events, and performs other related duties as assigned.

Required Qualifications

• High school diploma or equivalent required; associate degree in healthcare administration, human services, public health, or a related field preferred.
• Experience in customer service, community outreach, healthcare, social services, call centers, reception, or other public-facing roles preferred; relevant volunteer experience considered.
• Strong communication and interpersonal skills, with the ability to work respectfully with diverse populations and varying levels of health, digital, and written literacy.
• Basic computer skills, including data entry, e-mail, web navigation, and electronic tracking systems.
• Ability to follow established procedures, maintain confidentiality, meet deadlines, and escalate issues beyond the scope of the role.
• Certified Application Counselor (CAC) certification required; must be obtained within CS-HHC’s established timeframe if not current at hire and maintained thereafter. Familiarity with HUSKY Health or Medicaid preferred.
• Bilingual English/Spanish strongly preferred.
• Ability to meet physical requirements, including extended periods of sitting or standing and occasional lifting of up to 20 pounds. Travel throughout Connecticut is required; valid driver’s license and reliable transportation are necessary.