Bidders – Please note that you will be required to provide an updated resume to the hiring supervisor/manager for this position.

The Provider Resource Center Representative works in a customer service oriented, in-bound call center work environment answering a high volume of calls from health care providers with limited direction from supervisor. Responsibilities include: Multi-tasking and analytical skills using multiple computer systems and applications open on the desktop to retrieve information from all sources to complete the call Answering questions from enrolled providers and prospective providers regarding a wide variety of topics including benefits, coverage, claims, authorizations, enrollment and eligibility Analyze, investigate, triage, resolve or assist in the resolution of the callers concerns, highly complex issues or provide additional resources, referrals or support, within given parameters Balance the need to expeditiously service a continuous flow of customers with a focus of ensuring quality service, excellent customer service and relaying accurate, detailed, relevant information Develop and maintain ongoing working relationships with provider groups, their billing practices, medical services/procedures, pharmaceuticals and claims processing cycles Become versed in and able to apply policy, procedures, coding and forms used in association with provider types and transactions Instruct providers on procedures, forms and codes used in association with MMIS and MN–ITS systems Provide step by step procedures with sensitivity to individual learning differences and instruct callers through processes Ability to maintain confidentiality regarding provider information The incumbent must be able to perform the essential functions of the job, with or without reasonable accommodation.

**This posting may be used to fill multiple vacancies** **To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month, day and year for each job held.** Two years of customer service experience One year of experience in a high volume, deadline driven and accuracy-focused call center environment answering phone calls and meeting performance and production standards Ability to administer policies, procedures, and systems used to make eligibility determinations Strong computer skills with the ability to navigate multiple software applications, databases, as well as possessing data entry skills Strong customer service skills and effective oral and written communication 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 work within a high volume, deadline-orientated, and accuracy-focused program where performance and production standards must be met Ability to multi-task and work independently with a strong work ethic and demonstrated record of regular attendance