Customer Service Specialist - Customer Service Specialist Intermediate

Job Details

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: 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.

Job Summary

** 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 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.

Qualifications

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.

Application Details

How to Apply

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.

Contact

If you have questions about this position, contact Amanda Lawrence at: amanda.lawrence@state.mn.us.

If you are an individual with a disability and need an ADA accommodation for an interview, contact Emily Cleveland at emily.j.cleveland@state.mn.us for assistance.

About MNsure

MNsure is Minnesota's health insurance exchange/marketplace where individuals and families can shop, compare and choose health insurance coverage that meets their needs.

Working together to improve the state we love.

What do Minnesota's State employees have in common?

• A sense of purpose in their work
• Connection with their coworkers and communities
• Opportunities for personal and professional growth

Benefits

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Employee Assistance Program (EAP) for work/life support:

• A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
• Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
• Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

EQUAL OPPORTUNITY EMPLOYERS

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

APPLICANTS WITH DISABILITIES

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the job information line at 651-259-3637 or email careers@state.mn.us and let us know the support you need.