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Working Title: Consumer Support Contact Center Phone Associate

Job Class: Minnesota Health Insurance Programs Representative 1

Agency: Human Services Dept

+ **Job ID** : 88543

+ **Location** : Brainerd

+ **Telework Eligible** : Yes

+ **Full/Part Time** : Full-Time

+ **Regular/Temporary** : Unlimited

+ **Who May Apply** : Open to all qualified job seekers

+ **Date Posted** : 08/28/2025

+ **Closing Date** : 09/26/2025

+ **Hiring Agency/Seniority Unit** : Human Services Dept / DHS Central Office AFSCME

+ **Division/Unit** : Health Care Administration / Eligibility and Operations

+ **Work Shift/Work Hours** : Day Shift / Varies

+ **Days of Work** : Monday - Friday

+ **Travel Required** : No

+ **Salary Range:** $24.41 - $34.24 / hourly; $50,968 - $71,493 / annually

+ **Classified Status** : Classified

+ **Bargaining Unit/Union** : 207 - Technical/AFSCME

+ **Work Area** : F - Health Care Administration

+ **FLSA Status** : Nonexempt

+ Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes

The Department of Human Services is unable to provide sponsorship for work visas. Applicants must be eligible to work in the United States at the start of employment. DHS does not participate in E-Verify.

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 position requires the incumbent to successfully complete a portion of the in-person training out of the Brainerd office.

This position is Monday through Friday and eligible for telework for applicants who reside in Minnesota with supervisory approval and satisfactory performance.

*This posting will be used to fill multiple vacancies*

This position plays a vital role in supporting the public, applicants, and enrollees of Minnesota Health Care Programs by serving as the primary point of contact for accurate and up-to-date information. The incumbent’s primary responsibility is assisting individuals via incoming calls related to eligibility and enrollment across various MHCP programs. This includes interpreting and explaining Minnesota State Statutes, Federal Regulations, and policy guidelines.

A successful candidate must demonstrate strong communication skills, an in-depth understanding of healthcare policies, and the ability to guide consumers through complex processes with clarity and empathy. Remaining informed of procedural updates and policy changes is essential, as is the ability to provide informed, compassionate assistance to Minnesotans seeking access to critical health services.

Responsibilities include:

+ Provide real-time assistance and education through phone calls with applicants, enrollees and their representatives, the public, and other clientele about MinnesotaCare, Medical Assistance for Families and Adults Without Children and Insurance Affordability Programs available through MNsure, including eligibility requirements, processes for applying, responsibilities of enrollment, benefits of the programs, and how to receive services in which they are authorized.

+ Using procedures and policies, complete eligibility and enrollment services related to individuals applying for or enrolled in MinnesotaCare.

+ Protect enrollees’ private health information including reporting of disclosures following HIPAA (Health Insurance Portability and Accountability Act), Federal Tax Information, Social Security Administration Information, Protected Health Information, and all policies outlined in the Minnesota Government Data Practices Act (MGDPA).

Minimum Qualifications

To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.

+ Two years of educational or work experience demonstrating:

+ Mathematical skills to sum up multiple income sources including deductions & taxes.

+ Strong computer skills with the ability to efficiently navigate multiple applications and databases while maintaining accuracy and adapting to new technologies.

+ Experience in evolving policy regulations and technological changes.

+ Strong verbal and written communication skills.

+ Proven accuracy and attention to detail in fast-paced, deadline-driven environments.

+ Customer service mindset with patience, empathy, and problem-solving skills.

Preferred Qualifications

+ Experience in Health Care with an emphasis on Minnesota Health Care Programs.

+ Experience working with the METS system for Minnesota Health Care programs.

+ Knowledge of Affordable Care Act.

+ Possess professional experience within the financial services industry, with a specialized background in tax compliance, calculations, and reporting.

+ Ability to interpret & apply mathematical skills to accurately calculate income from a variety of documentation sources, including pay stubs, tax returns, bank statements, and employment letters.

+ Skilled in analyzing documentation such as immigration forms (USCIS forms), birth certificates, passports, permanent resident card, employment authorization documents, etc.

+ Ability to multi-task and work independently with a strong work ethic and demonstrated record of regular attendance.

+ Ability to communicate confidently and effectively with consumers, stakeholders, and staff sufficient to provide accurate and practical information on individual cases.

+ Ability to read, speak and write English well enough to understand, apply and explain complex eligibility policies.

+ Quickly adapt to changing policies and procedures.

+ Ability to administer policies, procedures, and systems.

+ Variety of experiences working effectively with others from different backgrounds and cultures.

Additional Requirements

REFERENCE/BACKGROUND CHECKS - The Department of Human Services will conduct reference checks to verify job-related credentials and 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.