MHCP Contact Center Supervisor

Minnesota Department of Human Services; Brainerd (MN); On-site; USD 65,000 - 94,000; Full time

Benefits offered by this job

Health insurance

Paid time off

12 paid holidays

Retirement plan

Job summary

Minnesota Department of Human Services is seeking a HCCS Supervisor based in Brainerd, MN. You will supervise staff delivering customer service for MHCP applications, eligibility, assessments, and enrollment.

You will develop staff knowledge, motivate the contact center team, and collaborate with division leadership to align operations with department priorities. This role requires strong compliance, data analytics, and cross-functional collaboration.

Qualifications

• Two (2) years of experience as a supervisor, team lead or mentor working within Minnesota Health Care Programs (MHCP).
• Four (4) years of experience advising and determining eligibility for participants in MHCP.
• Demonstrated ability to ensure compliance with policies and procedures.
• Proven skills in resolving escalated customer issues in a timely and effective manner.
• Experience interpreting and applying state statute and federal regulations governing MHCP policies, application processes, eligibility criteria and enrollment operations.
• Bachelor’s degree or higher can substitute for one year of job-related experience.

Responsibilities

• Supervise and direct staff to ensure employees deliver high-quality customer service related to MHCP applications, eligibility, assessments, and enrollment.
• 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 and timely.
• Monitor and evaluate contact center tools to identify barriers and improve efficiency and compliance.
• Participate in planning activities to ensure customer concerns inform overall contact center strategies.

Skills

MHCP experience

Supervisory experience

Customer service leadership

Policy compliance

Data-driven decisions

Education

Health care admin degree

Tools

CRM systems

CUIC

Finesse

METS

MMIS

Job description

Minnesota Department of Human Services is seeking a HCCS Supervisor based in Brainerd, MN. You will supervise staff delivering customer service for MHCP applications, eligibility, assessments, and enrollment.

You will develop staff knowledge, motivate the contact center team, and collaborate with division leadership to align operations with department priorities. This role requires strong compliance, data analytics, and cross-functional collaboration.