Quality Advocate

Minneapolis, Minnesota
Apr 05, 2017
May 17, 2017
Employment Status
Full Time

Health Care that Starts with You!

Join a truly mission-driven organization! Independent, nonprofit UCare is recognized as one of the Minnesota's leading health plans. We provide more than 225,000 members across Minnesota and western Wisconsin with the health coverage plans and services they need to maintain and improve their health. The innovative coverage we create makes a difference for Medicare-eligible individuals, individuals and families enrolled in Minnesota Health Care Programs, such as MinnesotaCare and Medical Assistance, and disabled adults with special health care needs. UCare is growing in size, membership, products, geographic coverage, and employees. We're an organization that's going places. Be part of a team that cares about you, be part of UCare.



At UCare, we deliver high-quality health coverage and services to help members of all ages maintain and improve their health. It's a big job that takes innovative ideas, strategic partnerships, and a commitment to doing the right thing. Above all, it takes a compassionate team that is dedicated to making a real difference in the lives of our members and our communities.


Working at UCare is more than just a career; it's a mission. A mission that defines us as professionals, unites us as an organization, and shapes how we interact with our members and each other. Our values of integrity, community, quality, flexibility, and respect permeate every aspect of our organization - from who we are and how we act, to what we do and how we do it. We owe our continued success to our employees who proudly embody our mission and values in everything they do.


Position Description

This position is responsible for engaging both directly and indirectly in coaching and creating a culture that develops skills in our employees to support and continually improve member experience. Responsible to map all touch points across the customer experience and identifies voice of the customer measures that are critical to quality and delivery. Continuously evaluates methods/approaches to listening to our customers and collecting feedback across multiple channels. Provide analysis on interaction drivers, customer experience results and opportunities. Facilitates and establishes action plans and lead efforts to implement process improvements to enhance the member experience. Also responsible for the day to day aspects of quality related strategic programs that support organizational efforts to maintain or improve UCare's Star Rating, CAHPS, and HEDIS measures. 

·Analyze customer support tools and quality measurement processes from the member perspective to ensure the best possible member experience. Where possible, simplify processes and methods and augment tools with innovative ideas.

·Engage in coaching both directly with agents and indirectly through supervisors and other leadership to develop skills essential to a consistently positive member experience.

·Ensure quality measures are aligned to the customer experience outcomes UCare is trying to achieve.

·Facilitate solution development with leadership and business partners, establish action plans and lead efforts to increase employee competencies and redesign of quality measurements that may have significant impact on business operations.

·Represent Customer Service in cross-functional teams; collecting and reviewing feedback from members; working with the Member Experience Committee to identify opportunities and promote world-class member experiences.

·Drive outcomes that will enhance the member experience; evolve the existing quality program, technology, training, and professional development materials.

·Other projects and duties as assigned.


High school diploma or equivalent required. College degree in training, business or communication field preferred; experience and proven performance considered in lieu of degree.

Required Experience

Three years Customer Service industry experience. Knowledge and experience in use of UCare systems, as well as UCare Customer Services policies and procedures. Managed care experience in Medicare or State programs.  Three years' experience in a health insurance or managed care environment. Strong Microsoft Excel and Word skills. Exceptional communication abilities.

Preferred Experience

Experience quality management program development.  Knowledge of CMS, Medicare, and/or DHS rules and regulations.  Supervisory, Team Lead, or quality management experience.


UCare is proud to be a recognized Star Tribune Top Workplace for the 7th consecutive year. As a part of our collaborative team, you'll experience the rewards that come with helping others and seeing the positive results of your hard work. We value and respect each individual's ideas and contributions, and give you the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, a myriad of volunteer activities, and a number of other rewards. If you're looking for a welcoming environment that celebrates what you have to offer, helps you build on your strengths, and gives you the opportunity to truly make a difference, we invite you to apply.

As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.






Enter a highly collaborative environment where people are truly engaged, and feedback is valued. You'll enjoy a competitive salary and benefits, as well as a host of other perks, including a nationally recognized wellness program, and a bright, open, award-winning office space in Northeast Minneapolis just minutes from major freeways and retail centers. At UCare, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

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