Customer Service Specialist Intermediate

About the role

MNsure is Minnesota's official health insurance marketplace created under the Patient Protection and Affordable Care Act. This position serves as the initial contact for those calling the MNsure Contact Center, assisting with application, eligibility, and enrollment processes. The role involves supporting consumers with navigating the online portal and updating data using various software applications.

Responsibilities

• 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.

Requirements

• One (1) year of customer service experience within the last three (3) years.
• 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.
• 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.

Qualifications

• One (1) year contact center experience.
• Health care / insurance contact center experience is a plus.
• Knowledge of HIPPA and Data Privacy.

Skills

• Customer service skills.
• Oral and written communication skills.
• Problem-solving abilities.
• Multi-tasking and time management skills.

Benefits

• Low-cost medical insurance.
• Pension plan.
• Employee Assistance Program (EAP).
• Training and professional development opportunities.
• Public Service Loan Forgiveness Program.