Working Title: Customer Service SpecialistJob Class: Customer Service Specialist, IntermediateAgency: MNsure
Who May Apply : Open to all qualified job seekers
Date Posted : 04/19/2024
Closing Date : 04/25/2024
Hiring Agency/Seniority Unit : MNsure / MNsure - AFSCME
Division/Unit : MNsure / MNsure Call Center/Ops 8
Work Shift/Work Hours : Not Applicable Shift
Days of Work : Monday - Friday
Travel Required : No
Salary Range: $19.57 - $25.95 / hourly; $40,862 - $54,183 / annually
Classified Status : Classified
Bargaining Unit/Union : 206 - Clerical/AFSCME
Work Area : MNsure
FLSA Status : Nonexempt
Telework Eligible : This team is currently eligible for Telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) (Within Minnesota or neighboring states); however, this may change in the future with notice.
Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : No
Make a difference in the lives of Minnesotans.The work you’ll do is more than just a job. Join the talented, engaged and inclusive workforce dedicated to creating a better Minnesota. This posting will be used to fill multiple vacanciesThere is potential for the incumbent to telework in Minnesota or a surrounding state. Telework workers must have adequate and reliable internet connection to conduct work. This includes a physical connection to the internet with connection speeds: of at least 25 Mbps download and 10 Mbps upload. The remote work area needs to be suitable, safe and free from hazard, including the ability to adequately protect personally identifiable information, protected health information and Federal Tax Information (FTI).This position will provide the initial contact for those calling the MNsure Contact Center. The position will assist consumers with the application and enrollment process and procedures. The Customer Service Specialist will assist consumers with signing into and navigating the online portal and tools, while concurrently accessing and updating data using multiple software applications, screens, windows and systems. The work is conducted in a high-volume, deadline orientated, and accuracy focused environment where quality and quantity production standards must be met. The incumbent must be able to research, analyze and discern the appropriate and relevant assistance level that may be required across a variety of public and private programs. This includes the ability to problem solve real-time or assess the caller’s need and transfer to the correct resource.Responsibilities Include:
Serve as the initial contact for people who call the MNsure Contact Center and assist by providing information about the application, eligibility and enrollment through the Minnesota Health Insurance Exchange.
Provide general office support for teams within the contact center operations.
Manage outgoing and incoming correspondences and ensure consumer records are accurately maintained.
Support the execution of call-out campaigns and other special projects as needed.
Complete special assignments as directed by the unit supervisor or lead worker.
Minimum Qualifications
One (1) year of customer service experience.
Experience must be within the last three (3) years.
Experience must demonstrate:
Ability to comprehend and accurately explain policies and procedures.
Computer skills and ability to concurrently access, update and save data, and navigate multiple software applications, screens, windows and systems.
Microsoft Office Suite: Teams, Outlook, Excel, Word etc.
Basic math skills sufficient to add, subtract, multiply and divide to assist consumers with income data.
Data entry skills.
Ability to sufficiently read, speak and write in English to explain application, eligibility and enrollment policies and procedures.
Ability to work within a high volume, deadline-orientated, and accuracy-focused environment where quality and quantity production standards must be met.
Ability to multi-task, work independently and in a team environment with a demonstrated record of regular attendance.
Strong customer service skills and effective oral and written communication.
Preferred Qualifications
One (1) year contact center experience.
Health care / insurance contact center experience is a plus.
Knowledge of HIPPA and Data Privacy.
Additional RequirementsTo facilitate proper crediting, please ensure that you clearly describe your experience in the areas listed above.REFERENCE/BACKGROUND CHECKS - MNsure will conduct reference checks to verify job-related credentials and a criminal background check prior to appointment.EDUCATION VERIFICATION - Applicants will be required to provide a copy of their high school diploma at time of interview OR copies of their college transcript or college degree/diploma at time of interview. Copies of the college degree/diploma are acceptable ONLY if it clearly identifies the field in which it was earned.AN EQUAL OPPORTUNITY EMPLOYERMinnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email [email protected] . Please indicate what assistance is needed.