Job Description
About the position
- Responsibilities
- Manage the intake of new customer referrals and appointment pre-screening.
- Connect customers to necessary support and provide immediate assistance for those not requiring a full MNsure Navigator appointment.
- Support the resolution of pending cases to facilitate timely customer enrollment and maintain high application approval rates.
- Participate in coverage for Portico's customer service phone lines and customer service desk.
- Ensure high-quality customer records and effective assignment of customer appointments to maximize Navigator capacity.
- Conduct appointment pre-screening and initiate MNsure manual account creation when necessary.
- Resolve customer issues that do not require a full appointment, including verifying coverage and contacting health plans.
- Manage incoming customer documents confidentially and use supporting technology for case noting.
- Assist MNsure Navigators in resolving pending cases and managing required customer documentation.
- Promptly answer and complete all customer requests and concerns using designated systems.
- Protect customer confidential data and documentation.
- Complete and maintain annual MNsure certification as a certified MNsure Navigator.
- Stay current on MNsure policies and the Affordable Care Act (ACA) rules.
- Demonstrate respect and sensitivity to customers from diverse backgrounds and inform them of available community resources.
- Requirements
- Excellent customer service skills, particularly with diverse populations.
- Ability to engage customers in conversation to identify their needs or concerns.
- Critical thinking skills to resolve customer issues while maintaining professionalism.
- Strong organizational skills to ensure timely completion of tasks.
- Teamwork skills to assist and communicate effectively with co-workers.
- Ability to meet quality and productivity expectations.
- Strong attention to detail, time management, and follow-through skills.
- Proficiency in using the organization's data tracking system and accuracy in data entry.
- Achieve and maintain MNsure Navigator certification.
- Nice-to-haves
- Bilingual, particularly native Spanish and Somali speakers.
- Benefits
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
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