Consumer Support Contact Center Phone Associate - MN Health Insurance Prog Rep 1

Working Title: Consumer Support Contact Center Phone Associate

Job Class: Minnesota Health Insurance Programs Representative 1

Agency: Human Services Dept

• Job ID: 93165
• Location: Brainerd
• Telework Eligible: Yes
• Full/Part Time: Full-Time
• Regular/Temporary: Unlimited
• Who May Apply: Open to all qualified job seekers
• Date Posted: 03/28/2026
• Closing Date: 04/17/2026
• Hiring Agency/Seniority Unit: Human Services Dept / DHS Central Office AFSCME
• Division/Unit: Health Care Administration / Eligibility and Operations
• Work Shift/Work Hours: Day Shift / Varies
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $24.41 - $34.24 / hourly; $50,968 - $71,493 / annually
• Classified Status: Classified
• Bargaining Unit/Union: 207 - Technical/AFSCME
• Work Area: F - Health Care Administration
• FLSA Status: Nonexempt
• Designated in Connect 700 Program for Applicants with Disabilities: 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. DHS does not participate in E-Verify.

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

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 posting will be used to fill multiple vacancies*
  
  

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).
  
  

Minimum Qualifications

To 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.

• Two years of educational or work experience demonstrating:
• Mathematical skills to sum up multiple income sources including deductions & taxes.
• Strong computer skills with the ability to efficiently navigate multiple applications and databases while maintaining accuracy and adapting to new technologies.
• Experience in evolving policy regulations and technological changes.
• Strong verbal and written communication skills.
• Proven accuracy and attention to detail in fast-paced, deadline-driven environments.
• Customer service mindset with patience, empathy, and problem-solving skills.
  
  

Preferred Qualifications

• Experience in Health Care with an emphasis on Minnesota Health Care Programs.
• Experience working with the METS system for Minnesota Health Care programs.
• Knowledge of Affordable Care Act.
• Possess professional experience within the financial services industry, with a specialized background in tax compliance, calculations, and reporting.
• Ability to interpret & apply mathematical skills to accurately calculate income from a variety of documentation sources, including pay stubs, tax returns, bank statements, and employment letters.
• Skilled in analyzing documentation such as immigration forms (USCIS forms), birth certificates, passports, permanent resident card, employment authorization documents, etc.
• Ability to multi-task and work independently with a strong work ethic and demonstrated record of regular attendance.
• Ability to communicate confidently and effectively with consumers, stakeholders, and staff sufficient to provide accurate and practical information on individual cases.
• 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 administer policies, procedures, and systems.
• Variety of experiences working effectively with others from different backgrounds and cultures.
  
  

Additional Requirements

REFERENCE/BACKGROUND CHECKS - The Department of Human Services will conduct reference checks to verify job-related credentials and criminal background check prior to appointment.

How To Apply

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the Careers Help Desk at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.

Contact

If you have questions about this position, contact Darren at Darren.bursch@state.mn.us

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Kelly Ellich at kelly.ellich@state.mn.us.

If you are an individual with a disability and need an ADA accommodation for an interview, you may contact the Department of Human Services’ ADA Coordinator at 651-431-4945 or DHS_ADA@state.mn.us for assistance.

About Human Services Dept

WE MAKE A DIFFERENCE! The Minnesota Department of Human Services impacts the lives of 1.7 million people every year, helping them meet their basic needs so they can achieve their highest potential.

Working together to improve the state we love.

What do Minnesota's State employees have in common?

• A sense of purpose in their work
• Connection with their coworkers and communities
• Opportunities for personal and professional growth
  
  

Benefits

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your benefits may include:

• Paid vacation and sick leave
• 12 paid holidays each year
• Low-cost medical, dental, vision, and prescription drug plans
• Fertility care, including IVF
• Diabetes care
• Dental and orthodontic care for adults and children
• 6 weeks paid leave for parents of newborn or newly adopted children
• Pension plan that provides income when you retire (after working at least three years)
• Employer paid life insurance to provide support for your family in the event of death
• Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
• Tax-free expense accounts for health, dental, and dependent care
• Resources that provide support and promote physical, emotional, social, and financial well-being
  
  

Support to help you reach your career goals:

• Training, classes, and professional development
• Tuition reimbursement
• Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)
  
  

Employee Assistance Program (EAP) for work/life support:

• A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
• Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
• Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care
  
  

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

EQUAL OPPORTUNITY EMPLOYERS

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

Applicants With Disabilities

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us and let us know the support you need.