Nikki Peterson
Brainerd,MN
Summary
Technical and detail‑oriented System and User Support Specialist with 17+ years of experience supporting Minnesota Health Care Programs. Trusted technical resource for DHS divisions, counties, tribes, and consumer support teams. Skilled in system troubleshooting, defect identification, eligibility determination, and policy interpretation. Proactively analyzes system‑generated reports to resolve issues before they affect service delivery. Recognized for accuracy, independent judgment, and clear communication with both technical and non‑technical audiences.
Overview
18
18
years of professional experience
Work History
User Support Specialist
State of Minnesota
Brainerd, MN
04.2026 - Current
- Serve as a trusted resource for DHS divisions, counties, tribes, and Health Care Consumer Support teams.
- Escalate complex issues to technical teams to ensure timely resolution.
- Use system‑generated reports to detect emerging concerns before they impact service delivery.
- Resolve MHCP system problems to ensure accurate eligibility determinations, benefits, and billing.
- Apply extensive knowledge of METS, MMIS (including financial technology), and MAXIS.
- Interpret and apply regulations governing Medicaid, MinnesotaCare, MNsure, and Qualified Health Plans.
- Analyze data to detect discrepancies and implement corrective actions.
- Communicate technical information clearly to non‑technical users.
- Collaborate effectively with internal teams and external stakeholders.
- Manage multiple priorities with accuracy and efficiency.
- Deliver technical support for Minnesota health care programs, enhancing user experience across divisions.
- Analyze system-generated reports to identify issues, achieving recognition for accuracy in troubleshooting.
- Leveraged 17 years of experience to improve operational efficiency and client satisfaction.
Health Insurance Representative II
State of Minnesota
09.2013 - Current
- Determined eligibility for Medical Assistance, MinnesotaCare, and Qualified Health Plans through MNsure.
- Conducted annual eligibility reviews to ensure compliance with program requirements.
- Served as a primary contact for consumers reporting changes or requesting coverage clarification.
- Analyzed and verified documentation for accuracy and completeness.
- Selected for supervisor‑assigned reports due to accuracy and reliability.
- Supported specialized case processing as part of the Red Lake Nation Boutique Processing Team.
- Communicated technical information clearly and professionally.
- Worked effectively with individuals from diverse backgrounds.
MNCare Enrollment Representative
State of Minnesota
10.2008 - 09.2013
- Reviewed and evaluated applications for MinnesotaCare and other state/federal health care programs.
- Determined initial and ongoing eligibility using MMIS and MAXIS.
- Processed reported changes impacting program eligibility.
- Provided clear communication regarding eligibility outcomes and program requirements.
Education
Associate - Applied Science - Business Management
Fergus Falls Community College
Fergus Falls05-1995
Skills
- Health care eligibility determinations
- MinnesotaCare and Medical Assistance
- METS, MMIS, MAXIS Systems
- Eligibility assessments
- Case review and annual determinations
- Data analysis and documentation review
- System defect identification and resolution
- Problem solving and independent judgment
- Multitasking and time management
- Team collaboration
- Policy interpretation
- Attention to detail
Systems
- METS
- MAXIS
- MMIS
- FIleNet
- EDMS
- CRM
- Sharepoint
Additional Qualifications
- Experience with ONEsource and MMIS user manuals
- Strong written and verbal communication
- Customer service excellence
- Cultural competence and respectful engagement
- Organized and efficient management of multiple priorities
Timeline
User Support Specialist
State of Minnesota
04.2026 - Current
Health Insurance Representative II
State of Minnesota
09.2013 - Current
MNCare Enrollment Representative
State of Minnesota
10.2008 - 09.2013
Associate - Applied Science - Business Management
Fergus Falls Community College