Health Insurance Information Counseling and Assistance Program (HIICAP) (In Person and Virtual)

 

The Health Insurance Information, Counseling and Assistance Program (HIICAP) provides current and objective information on Medicare to New Yorkers through individual counseling, group presentations, and publications.

HIICAP conducts trainings for new counselors twice a year, typically in Spring and Summer.  Counselors receive extensive training, both initially and on an ongoing basis. 

HIICAP is both a challenging and a rewarding volunteer opportunity.  The material is complex, and the clients may sometimes be confused and frustrated.  HIICAP counselors must possess an ability to listen to clients’ questions and be clear communicators.

HIICAP counselors provide Medicare counseling one day per week for 5-6 hours, to Medicare beneficiaries, pre-enrollees, and family members. HIICAP provides this assistance mostly over the phone, but also in-person at either the NYC Department for the Aging or at other locations, such as older adult centers, throughout the five boroughs.  Volunteering takes place during regular business hours (Monday – Friday, 9 am – 5 pm). 

HIICAP counselors learn about all aspects of Medicare, as well as programs that work with Medicare, including:

• Medicare Part A and Part B
• Medicare Part D prescription drug coverage
• Medicare Advantage
• Medigap (Medicare Supplement Insurance)
• Medicare Savings Programs
• Extra Help/Low-Income Subsidy Program
• Elderly Pharmaceutical Insurance Coverage program (EPIC)

Important

• HIICAP does not recommend or endorse any products and counselors do not conduct home visits.
• HIICAP counselors must keep client information confidential.
• HIICAP counselors must comply with the program’s reporting requirements for each client interaction.
• Licensed insurance agents are not permitted to participate in the HIICAP program.

Volunteer Training

The process of becoming a HIICAP counselor is as follows:

• Complete the application for the HIICAP program; a HIICAP team member will reach out prior to the training to schedule an interview. Volunteers will need to complete a background check prior to attending the training. 
• Following the interview, if the program seems like a good fit the following are the next steps:
• Potential counselors are sent a link to register on the SHIPTA website to complete 4 webinars prior to the training
• Attend a 90-minute Medicare Orientation seminar 
• Complete a background check
• Attend the HIICAP training – 2-days in-person
• Mentor with a HIICAP counselor 1 day per week for 3 hours, on a consistent day/time
• Complete the New HIICAP Counselor Exam (open book)
• HIICAP Team members and HIICAP counselor mentors monitor trainees’ progress to determine when trainees are ready to counsel independently.

Ongoing training and technical support

Because Medicare can be complex and changing, the program involves ongoing trainings, so counselors remain current on all Medicare issues.  HIICAP Team members also provide technical support to counselors, as needed.

This includes:

• Biweekly in-service meetings 
• Semi-annual trainings
• Quarterly newsletter

If you are dedicated, solutions-oriented, and able to clearly communicate complex Medicare related information to older adults, become a HIICAP volunteer. You can help ease the stress associated with understanding health insurance plan options.

Requirements

• Ability to comprehend and clearly explain complex health insurance information and be detail-oriented.
• Possess customer service skills and demonstrate patience while providing critical assistance.
• Ability to maintain confidentiality when dealing with program participants.
• Need to have a shredder when counseling remotely from home.
• Successfully complete program training and mentoring requirements.
• Pass the New HIICAP Counselor Exam.
• Computer skills, including Internet searches and Email, and to communicate with HIICAP staff.
• Ability to speak a language other than English desired (preferably Spanish, Mandarin, Cantonese, or Russian), but not required.

Time Commitment

• Volunteers serve on a consistent day and time of the week (Monday-Friday) from approximately 5-6 hours, between 9:00 am 5:00 pm
• One-year commitment after completing training is required