PTR# 108820 is lead posting for PTR#114539 **Bidders – Please note that you will be required to provide an updated resume to the hiring supervisor/manager for this position.**

***This posting may be used to fill multiple openings*** This position will be based out of the Brainerd, MN central office campus. The incumbent will supervise employees who provide valuable customer service to consumers around application, eligibility, assessment, and enrollment administration of Minnesota Health Care Programs (MHCP) (e.g., MinnesotaCare) Responsibilities include: • Supervise and direct staff to ensure employees deliver high-quality customer service related to applications, eligibility, assessments, and enrollment for Minnesota Health Care Programs (MHCP), including MinnesotaCare. • Develop team knowledge and skills so that staff performance aligns with department mission, vision, and goals. • Motivate and lead the contact center team to achieve unit and organizational objectives. • Collaborate with division leadership to design and implement strategies that align unit, section, and division efforts with department priorities. • Oversee daily operations of a HCCS Contact Center team, ensuring transactions are completed accurately, timely, and that consumer issues are resolved effectively. • Monitor and evaluate contact center tools to identify barriers, implement improvements, ensure compliance with updated rules and regulations, and enhance efficiency through improved procedures, forms, and data dashboards. • Participate in planning activities to ensure customer concerns inform overall contact center strategies and service delivery.

Two (2) years of experience as a supervisor, team lead or mentor working within Minnesota Health Care Programs (MHCP). OR Four (4) years of experience advising and determining eligibility for participants in Minnesota Health Care Programs (MHCP). AND • Demonstrated ability to ensure compliance with policies and procedures. • Proven skills in resolving escalated customer issues in a timely and effective manner. • Familiarity with contact center technologies (e.g., CRM systems, CUIC, and Finesse) and ability to adapt to new technology. • Experience interpreting and applying state statute and federal regulations governing MHCP (e.g. MinnesotaCare) policies, application processes, eligibility criteria and enrollment operations. • Working knowledge of Minnesota Eligibility Technology System (METS) and Medicaid Management Information System (MMIS). ***A bachelor’s degree or higher degree in health care administration, public policy, business administration, public health, human services, social science or related field can substitute for one (1) year of job-related experience.