Customer Service Specialist - Customer Service Specialist Intermediate

Working Title: Customer Service Specialist

Job Class: Customer Service Specialist, Intermediate

Agency: MNsure

Job ID : 76640

Location : St. Paul

Telework Eligible : Yes, This team is currently eligible for Telework (Within Minnesota or neighboring states); however, this may change in the future with notice

Full/Part Time : Full-Time

Regular/Temporary : Temporary

Who May Apply : Open to all qualified job seekers

Date Posted : 05/13/2024

Closing Date : 05/20/2024

Hiring Agency/Seniority Unit : MNsure

Division/Unit : MNsure / MNsure Call Center/Ops 8

Work Shift/Work Hours : Day Shift

Days of Work : Monday - Friday

Travel Required : No

Salary Range: $19.57 - $25.95 / hourly; $40,862 - $54,183 / annually

Classified Status : Classified

End date: anticipated to end 1/31/2025

Bargaining Unit/Union : 206 - Clerical/AFSCME

Work Area : MNsure

FLSA Status: Nonexempt

Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : No

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

**** This posting will be used to fill multiple temporary vacancies ****

There 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 theapplication, 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 demonstrating the following:

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 Requirements

To 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.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota 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.