Working Title: Customer Service Specialist
Job Class: Customer Service Specialist, Intermediate
Agency: MNsure

• Who May Apply: Open to all qualified job seekers
• Date Posted: 05/17/2023
• Closing Date: 05/23/2023
• Hiring Agency/Seniority Unit: MNsure / MNsure - AFSCME
• Division/Unit: MNsure / Call Center/Operations
• Work Shift: Day Shift
• Work Hours: 7:45 a.m. to 4:15 p.m. / hours vary in peak season
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $18.55 - $24.60 / hourly
• Hiring range: $18.55 hourly; Salary for current state employees will be evaluated based on contract language.
• Classified Status: Classified
• Bargaining Unit/Union: 206 - Clerical/AFSCME
• Work Area: MNsure
• End Date: 01/20/2024
• FLSA Status: Nonexempt
• Telework Eligible: Yes
• Designated in Connect 700 Program for Applicants with Disabilities: 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 vacancies**

The initial training for this position is 4-5 weeks and will occur on-site at the MNsure Office in St Paul, MN. Safety protocols, including social distancing and masks, will be followed.

The incumbent will be working at the MNsure Office in St. Paul during the temporary assignment. Upon successful completion of the training, and at MNsure’s discretion, there is potential for the incumbent to work remotely. Remote 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 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.

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.

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.

If you have questions about the position, please contact Michelle Salter at michelle.salter@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 marketplace where individuals and families can shop, compare and choose health insurance coverage that meets their needs. Through the MNsure exchange, financial help is available to lower the cost of monthly insurance premium and out of pocket costs for eligible persons. For more information about MNsure, visit www.mnsure.org.

Why Work for Us

Diverse Workforce

We are committed to continually developing a workforce that reflects the diversity of our state and the populations we serve. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve the people of Minnesota.

A recent engagement survey of State of Minnesota employees found:

• 95% of employees understand how their work helps achieve their agency’s mission
• 91% of employees feel trusted to do their jobs
• 88% of employees feel equipped to look at situations from other cultural perspectives when doing their job
• 87% of employees report flexibility in their work schedule

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. The State of Minnesota recognizes that a diverse workforce is essential and strongly encourages qualified women, minorities, individuals with disabilities, and veterans to apply.

We will make reasonable accommodations 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 careers@state.mn.us and indicate what assistance is needed.