The Initial Contact and Assessment (ICA) area of Human Services Public Health (HSPH) is seeking an Office Specialist III with a commitment to service excellence to provide clerical support in EZ INFO, a fast-paced contact center. This position is responsible for responding to calls placed to one of five county telephone lines by the general public, county residents, recipients of public assistance benefits, business and service partners, health and social service facilities, nonprofits and private businesses in the community.
Location and hours:
This position is remote. Remote workers may be required to come on-site 0 to 12 days a year for work meetings, trainings, or for any other reasons that their supervisor may deem necessary (may include additional days for onboarding and new employee training). Supervisors will provide as much advance notice as practicable. Work hours for this position are Monday through Friday, between 8 a.m. – 5 p.m. Based on the business needs of this position, hires must live in or relocate to Minnesota.
In this position, you will:
Work in a call center environment responding to incoming calls from the public, Hennepin County staff, and business partners.
Manage incoming requests by explaining a variety of requirements, policies, and procedures regarding services; resolve various customer concerns and issues.
Monitor and respond to requests from the scheduling inboxes; maintain detailed and organized calendars in Outlook.
Respond to requests from residents who need copies of benefits letters for program benefits they received or were enrolled in.
Input, retrieve, interpret, and modify information and data stored in computerized systems including MAXIS, Medicaid Management Information System (MMIS), Electronic Case Files (ECF), etc.
Need to have:
One of the following:
Two years or more of full-time office clerical experience.
Completion of two years or more of post-high school education.
Using databases and computerized systems such as MAXIS, Medicaid Management Information System (MMIS), and/or Electronic Case Files (ECF) to perform data entry where accuracy is essential.
Providing customer service in various communication methods, and/or forms.
Using Microsoft Office Suite (Excel, Outlook, PowerPoint, Teams, and Word).
Knowledge of community resources available to residents.
Handle multiple problems and assignments simultaneously, and to work independently with minimal direction.
Serve and support customers using various communication methods, while giving clear and concise information and/or direction.
Handle a high volume of inbound and outbound calls in a call center setting.
Work independently with minimal direction, prioritize work, work well under pressure and use critical thinking and creative problem-solving skills in a very fast-paced environment.
About the department:
Human Services delivers a variety of services to individuals or families that assist with basic needs or encourage client change around specific objectives. We work with individuals as well as systems and communities in order to develop policy and advocate for the people we serve. The people we serve and our communities are connected. By helping one, we help the other.