Consumer Support Contact Center Phone Associate

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 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).

J-18808-Ljbffr