Client Service Representative

Additionally, OLR administers the Health Benefits Program, Management Benefits Fund, Employee Assistance Program, Work Well NYC, Medicare Part B Reimbursement and Pre-Tax Benefits & Citywide Programs including the Deferred Compensation Plan and NYCE IRA.

In addition to negotiating collective bargaining agreements, OLR serves as a resource to agencies with regard to workforce labor issues and works with the Municipal Labor Committee (MLC) to pursue innovations in a variety of areas, particularly regarding City health insurance programs.

The staff at OLR assist their fellow agencies in handling personnel and payroll issues, conducting labor-management meetings, representing the City at representation hearings, and handling all employee grievances and arbitration matters while also negotiating collective bargaining agreements with the City's 149 bargaining units.

Job Description

The Retiree Client Service Department consists of ten (10) Client Service Representatives and one (1) Supervisor who provide critical customer service to approximately 270,000 retired and pre-Medicare City of New York retirees, eligible dependents, and employees preparing for retirement.

The unit manages a high-volume workload, handling more than 10,000 telephone calls each month and conducting approximately 300 in-person appointments monthly.

The Client Service Representative serves as the primary point of contact for all matters related to retiree health benefits, dependent health coverage, Medicare Part B reimbursement, and retirement health insurance enrollment.

Key responsibilities include:

• Responding to telephone inquiries from retirees, employees, and eligible dependents.
• Guiding employees and retirees through the health insurance enrollment process.
• Assisting retirees with health insurance issues by coordinating with the Operations Unit, health insurance carriers, and pension systems to resolve complex cases.
• Managing and responding to inquiries received via email.
• Assisting retirees with enrollment in the Medicare Part B Reimbursement Program.
• Assisting retirees with Income-Related Monthly Adjustment Amount (IRMAA) reimbursement applications.
• Researching and resolving Medicare Part B and IRMAA reimbursement issues.
• Providing COBRA counseling and benefits guidance to survivors, including line-of-duty survivors.
• Meet quality, quantity, and timeliness standards to achieve individual and department performance goals as defined within the department guidelines.

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.