Counsel older adults, persons with disabilities, and caregivers primarily about Medicare, Medicaid and Supplement Nutrition Assistance benefits options and assist with applications. Counseling is provided during one-to-one sessions conducted in person, by telephone, or via virtual platforms such as Teams or Zoom, as well as at community events and group presentations. Educates the public during presentations and events. Collaborates with other agencies and organizations to obtain referrals. Travels to locations throughout Senior Services coverage area, with a special focus on Western Tidewater including Isle of Wight and Southampton counties, Franklin, and Suffolk. Specialized training and certification will be provided. Work is performed under the general supervision of the Director of In-Home Services in conjunction with the Benefits Team Leader.

Client Counseling & Benefits Assistance

• Provide individualized counseling, in person, by telephone, or via virtual platforms, to assist clients in understanding and selecting appropriate medical, prescription drug, and related benefit coverage.
• Assist with Medicaid and Supplemental Nutrition Assistance Program applications.
• Research and respond to complex inquiries related to benefit eligibility, enrollment, appeals, and claims.
• Refer clients to appropriate internal programs and external community resources, as needed.

Data Collection, Documentation & Reporting

• Gather, verify, and enter detailed confidential health, demographic, and income  information into secure, web-based systems.
• Maintain timely, accurate, and complete electronic client records in accordance with agency, grant, and regulatory requirements.
• Compile and submit required monthly and periodic reports.

Outreach, Education & Community Engagement

• Conduct group presentations and participate in community outreach events to promote benefit enrollment, education, and fraud prevention.
• Collaborate with businesses, health and social service agencies, and civic and faith-based organizations to expand outreach to Medicare, Medicaid, and Supplemental Nutrition Assistance Program beneficiaries.

Program Support, Training & Professional Development

• Participate in required trainings, meetings, and conferences to obtain and maintain certification.
• Perform related duties as assigned to support program goals and agency operations.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of counseling techniques. 
• Knowledge of Medicare, Medicaid, Supplemental Nutrition programs and community resources. 
• Knowledge of HIPAA privacy and security guidelines as it relates to Protected Health Information.
• Detail oriented with strong organizational skills.
• Excellent research skills
• Excellent communication and people skills. 
• Able to work well independently in a fast-paced environment, but also must be flexible and willing to work as part of a team. 
• Demonstrated proficiency in the use of the internet, databases, spreadsheets, word processing, and ability to learn other software currently used by the agency. 
• Hybrid position with 1 office days upon completion of training

EDUCATION AND EXPERIENCE

• High School diploma or equivalent (GED) required. Associate or bachelor’s degree preferred.
• Experience in customer service by phone and in person, to include daily use of computers to complete work tasks. 
• Experience in public speaking and/or leading educational events. 
• Nonprofit organization experience preferred. 
• Certified Benefits Counselor designation within 90 days of position acceptance. Agency provides training and assistance to candidate. 
• Acceptable criminal background check.
• Valid driver’s license, auto insurance, and acceptable driving record.

Note: Licensed insurance brokers are not eligible for hire. Individuals would need to surrender their license prior to starting employment with Senior Services.

WORKING ENVIRONMENT 

This position is a hybrid role that includes both office-based and community-based work. Following completion of training, the Benefits Counselor will work a combination of scheduled office days and remote work, with flexibility based on program needs and client demand. The role requires regular local travel to community sites, partner organizations, outreach events, and client locations within the service area. Work is primarily performed in professional office settings, community centers, and public meeting spaces, as well as from a remote workspace when approved. The position involves extended periods of computer use, virtual meetings, and telephone communication, as well as occasional evening or weekend hours to support outreach events or enrollment periods.

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee. From time to time, the supervisor will ask the job holder to perform additional duties related to the completion of the work.