Working Title: Customer Service and Support LeadJob Class: Minnesota Health Program Representative 2Agency: Human Services Dept
Who May Apply : Open to all qualified job seekers
Date Posted : 04/04/2024
Closing Date : 04/10/2024
Hiring Agency/Seniority Unit : Human Services Dept / DHS Central Office AFSCME
Division/Unit : Health Care Administration / Health Care Eligibility and Operations
Work Shift/Work Hours : Day Shift / Varies
Days of Work : Monday - Friday
Travel Required : No
Salary Range: $23.59 - $33.16 / hourly; $49,255 - $69,238 / annually
Classified Status : Classified
Bargaining Unit/Union : 207 - Technical/AFSCME
Work Area : G - 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.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.The Customer Service and Support Lead is recognized as a statewide expert in the administration of policies and procedures associated with Minnesota Health Care Programs (MHCP) eligibility, service delivery, billing, financial transactions, and customer service.Responsibilities include:· Provide lead work direction, support, and facilitate the daily operations of the Customer Service and Support team and Health Care Recipient Billing team.· Provide oversight and technical support related to MHCP and billing systems, tools, manuals, and education to ensure MHCP consumers’ health care needs are met· Provide critical support, assistance, mentoring and problem resolution for escalated case or call issues.· Represent DHS as a CSS and HCRB subject matter expert on projects related to HCEO continuous improvements, system enhancements, transitions to production environments, and project implementation for MHCP programs and other computer systems.The Customer Service and Support team exists to provide direct customer services and support to a wide range of Minnesota Health Care Programs (MHCP) consumers, clients from other department areas, as well as internal and external division stakeholders.The Health Care Recipient Billing team exists to maintain and ensure accurate recipient billing accounts and proper invoicing of fees, premiums, and spenddowns for specific MHC programs. This team coordinates with Counties and Tribes, Health Care Eligibility Operations, FOD, and other stakeholders.Minimum QualificationsTwo (2) years of advanced technical/advanced paraprofessional experience demonstrating the following:· Policy and the federal and state laws and regulations governing Minnesota Health Care programs and policies, clientele, application processes, eligibility criteria and enrollment operations.· Experience in financial transactions handling payments and receipts.· Experience in handling escalated customer service issues in person and over the phone.· Experience in creating and analyzing reports using Microsoft ExcelPreferred Qualifications· Experience as a Lead or experience directing employees· Experience performing call review and coaching for a call center· Experience in project management· Experience working within METS, MAXIS, MMIS and/or SWIFT· Strong oral and written communication skills· Variety of experiences working effectively with others from different backgrounds and culturesAdditional RequirementsTo 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.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 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 careers@state.mn.us . Please indicate what assistance is needed.
Full-time