Help Desk Agent – Health Program Representative

Working Title: Help Desk Agent – Health Program Representative
Job Class: Health Program Representative
Agency: Health Department

• Who May Apply : This vacancy is open for bids and for all qualified job seekers simultaneously.
• Date Posted : 03/27/2024
• Closing Date : 04/02/2024
• Hiring Agency : Minnesota Department of Health (MDH)
• Division/Unit : Health Policy (HP) / Office of Vital Records (OVR) Help Desk
• Work Shift/Work Hours : Day Shift / 8:00 a.m. – 4:30 p.m.
• Days of Work : Monday – Friday
• Travel Required : No
• Salary Range: $24.20 – $35.13 / hourly $50,529 – $73,351 / annually
• Classified Status : Classified
• Bargaining Unit/Union : 214 – MN Association of Professional Employees (MAPE)
• Work Area: Health Policy (HP) / Office of Vital Records (OVR) Help Desk
• FLSA Status : Nonexempt
• Telework Eligible : Hybrid Telework
• Designated in Connect 700 Program for Applicants with Disabilities: Yes

Make a difference in the lives of Minnesotans.

The work you’ll do is more than just a job. Join the talented, engaged and inclusive workforce dedicated to creating a better Minnesota.

As a Help Desk Agent, you will play a pivotal role supporting the Office of Vital Records (OVR) and the Minnesota Fathers’ Adoption Registry (MFAR). Working within a centralized call center system, this position serves as the frontline for community engagement and is the initial point of contact for internal and external customers who call or email with questions about vital records in Minnesota and MFAR.

Primary responsibilities include:

• Provide detailed program information and assistance to members of the public, professional partners, and government agencies about the statewide vital records program and the Minnesota Fathers’ Adoption Registry.
• Field and respond to customer requests for status on pending orders for certificates, process payment for orders sent via fax or electronically, and take any feedback on complaints or suggestions for improvement.
• Communicate the full process cycle of vital events – demographic, health and medical data collection registration of births, deaths and fetal deaths natality and mortality data reporting to the National Center for Health Statistics certificate issuance and allowable data sharing for state and local public health programs.
• Answer questions from vital records partners and provide technical assistance, support, and procedural guidance to users of the statewide vital records system, Minnesota Registration &amp Certification (MR&ampC).
• Advise and participate in quality improvement initiatives and contribute to a culture of continuous process improvement such as acting as the voice of the customer and collaborate with OVR’s communication specialist to promote improvements to forms, fact sheets, and web content.

This vacancy announcement will be used to fill up to two (2) Help Desk Agent positions.

These positions are a hybrid telework positions that require in-person meetings with external shareholders as well as in-office work in the downtown St. Paul location. Telework will be based on the business needs of the unit and is at supervisory discretion.

Minimum Qualifications

• Two (2) years of customer service experience providing administrative or technical support in a public health, health-related, or call center environment. An associates degree in a health-related field may count for six (6) months of experience a bachelors degree many count for twelve (12) months of experience.
• Data entry and databased management experience.

Additional minimum qualifications to be assessed during interview:

• Customer service skills sufficient to respectfully engage with clients, coworkers, and customers, when handling difficult or complex problems and resolving escalated complaints or disputes.
• Verbal and written communication skills sufficient to provide technical assistance, program information, and explain policies and procedures in a clear, concise, and professional manner to diverse internal and external customers.
• Ability to use and interface with technology and systems involved in call center/help desk operations and office functions.
• Ability to draft correspondence, emails, documents, and reports sufficient to convey complex program and technical information in plain language and proper grammar.
• Ability to organize, analyze, and interpret data sufficient to identify persistent underlying issues and recommended actions.
• Ability to work effectively both independently and as part of a team.

Preferred Qualifications

• Knowledge of the Minnesota Department of Health (MDH) programs, policies and procedures and the role of OVR within the department.
• Knowledge of state statutes and rules related to the collection and sharing of vital records data, including the Minnesota Government Data Practices Act and Vital Statistics Act.
• Experience with the Minnesota Registration &amp Certification system (MR&ampC).
• Experience with vital records and/or other identity documents.
• Familiarity with health and medical terminology sufficient to assist hospital and clinic staff registering vital events.
• Ability to interpret and apply public health laws, regulations, and recommendations relating to vital records and vital statistics.

Additional Requirements

This position requires successful completion of a background check and employment reference check.

How to Apply

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

If you have questions about the position, contact Jamie Bernhardt at jamie.bernhardt@state.mn.us or 651-431-2830.

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 Jamie Bernhardt at jamie.bernhardt@state.mn.us.

About Health Department

Come work for one of the best public health systems in the nation and you will contribute to our mission to protect, maintain and improve the health of all Minnesotans. We are working hard to achieve our vision for health equity in Minnesota, where all communities are thriving and all people have what they need to be healthy. Our collaborative, mission-driven work environment is a major factor in promoting a high level of employee health awareness, employee longevity and job satisfaction.

Why Work for Us

Diverse Workforce

We are committed to continually developing a workforce that reflects the diversity of our state and the populations we serve. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve the people of Minnesota.

A recent engagement survey of State of Minnesota employees found:

• 95% of employees understand how their work helps achieve their agency’s mission
• 91% of employees feel trusted to do their jobs
• 88% of employees feel equipped to look at situations from other cultural perspectives when doing their job
• 87% of employees report flexibility in their work schedule

Comprehensive Benefits

Our benefits aim to balance four key elements that make life and work meaningful: health and wellness, financial well-being, professional development, and work/life harmony. As an employee, your benefits may include:

• Public pension plan
• Training and professional development
• Paid vacation and sick leave
• 12 paid holidays each year
• Paid parental leave
• Low-cost medical and dental coverage
• Prescription drug coverage
• Vision coverage
• Wellness programs and resources
• Employer paid life insurance
• Short-term and long-term disability
• Health care spending and savings accounts
• Dependent care spending account
• Tax-deferred compensation
• Employee Assistance Program (EAP)
• Federal Public Service Student Loan Forgiveness Program

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.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. The State of Minnesota recognizes that a diverse workforce is essential and strongly encourages qualified women, minorities, individuals with disabilities, and veterans to apply.

We will make reasonable accommodations to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us and indicate what assistance is needed.