Director, Health Insurance Counseling and Advocacy Program; HICAP, Medicare Counseling Orange

Director, Health Insurance Counseling and Advocacy Program, (HICAP, Medicare Counseling) Orange County

Health Insurance Counseling and Advocacy Program (HICAP) is a program of the Council on Aging-Southern California (COASC), a non‑profit corporation serving older adults and individuals with disabilities since 1973. The mission of COASC is to promote the independence, health, and dignity of older adults through compassion, education, and advocacy

HICAP is a program that helps people of any age navigate Medicare.
HICAP counselors provide Medicare beneficiaries and individuals soon eligible for Medicare with objective counseling, assistance and education about Medicare and related health insurance plans and long‑term care planning, services, and supports.

Provide leadership, oversight, and direction for HICAP Orange County in educating Medicare beneficiaries, their family members and caregivers, and the public about HICAP services and Medicare benefits, coverage, and consumer rights.

Administer team of paid and volunteer state‑registered counselors to achieve state and county grant program outcomes. Develop and maintain relationships with community and government‑based organizations. Maintain and expand brand awareness across diverse older adult populations in the County.

• Responsible for all HICAP related activities, day‑to‑day program operations, program personnel, and program volunteers. The HICAP Director is the local community liaison for HICAP in the local jurisdiction.
• Sustain working knowledge and compliance of federal and State laws, regulations, rules, policies, program requirements, and automated information systems applicable to HICAP.
• Meet or exceed minimum benchmark performance measures (service units) as specified by contract. Conduct performance measurement reviews throughout the grant year to meet performance targets.
• Prepare annual HICAP budgets and compare monthly expenditures to planned expenditures and make adjustments in spending as needed.
• Maintain high levels of client satisfaction and service quality in counseling and public education.
• Report to county/state representatives any information vital to the program’s effectiveness, industry marketing abuse trends, and Medicare fraud trends. Respond to information requests by the State and County.
• Responsible for, and sole authority for, authorizing the filing of complaints to any regulatory agency on behalf of HICAP clients.
• Seeks own continuation training to sustain high level of contemporary knowledge of Medicare and related insurance plans and coverage and consumer rights and protections.
• Arrange for counseling sites throughout the service jurisdiction.
• Conduct, or oversee the presentation of, community education.
• Conduct quality service methods for measuring the accuracy of counseling and education information.
• Provide case management supervision, including all cases which may need legal intervention and make referrals, as appropriate.
• Collect and record accurate and timely program performance data.
• Prepare periodic statistical analysis of program performance to help understand and explain impact of HICAP on the community.
• Maintain security/destruction of any client and sensitive personal records/information.
• Participate in all State required meetings and trainings. Sole public spokesperson for HICAP Orange County unless other staff are authorized.
• Responsible for, and sole authority for, making recommendations for the registration of counselor trainees.
• Prepare and execute plan for recruitment, training, and retention of counselors.
• Develop and oversee all counselor training required to meet state standards.
• Coordinate and oversee staff and volunteer counselors providing community education and outreach services.
• Serve as member of COASC Leadership Team addressing company‑wide strategic planning, policies and procedures, identification and implementation of technology solutions, business/grant opportunities.

• Bachelor’s Degree - Human Services, Social Science, Gerontology, or related field. Master’s Degree preferred.
• Minimum 10 years managerial and…