Customer Service Supervisor

Minneapolis, Minnesota
Aug 11, 2018
Oct 10, 2018
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 to hire, supervise, mentor and coach a team of Customer Services Representatives.  Ensure proper training is received and provide timely feedback of staff performance. Manage team to meet departmental service levels and contractual obligations. Complete monthly reporting duties.

·Recruit, interview and select new staff.

·Monitor, develop and coach members of the team including maintaining the daily schedules and work flow.  Drive performance by providing consistent feedback on performance in a timely manner. Conduct monthly one-on-one's with Customer Services Representatives.

·Partner with appropriate UCare Leaders to resolve cross-functional issues and ensure consistency across team as appropriate. 

·Ensure adherence to all departmental and contractual obligations, including service levels. Complete a monthly report of department activities, issues and accomplishments. Participate in call center benchmarking, best practice and forecasting efforts.  Ensure timely completion of department plan activities. 

·Support CSI and associated work instruction consistent with the goals and objectives of the department. Review and update procedures as appropriate. Communicate changes in procedures to staff in a timely manner.

·Maintain an operational knowledge of all computer and telephone systems. Assist in the assessment and resolution of computer system issues.

·Assist with the development of staff goals and performance measurements.

·Effectively and appropriately communicate issues and trends to UCare Leaders.

·In collaboration with the Customer Services Training Coordinator, ensure that training for the Customer Services team is developed, presented and evaluated.

·Assist the Customer Services Manager(s) with the facilitation of department meetings (including development of the agenda, presentation of information).

·Participate in designated cross department work groups.

·Other duties, as assigned.


Associate or Bachelor's degree in business, healthcare or leadership preferred. Demonstrated experience may be considered in lieu of degree. 

Required Experience

One year supervisory or leadership experience in customer service or operations environment. Two years customer service experience in a call center environment. Demonstrated ability to develop and motivate employees to reach individual and team goals. Strong working knowledge of call center environment and tools.

Preferred Experience

Experience with coaching, quality monitoring, training, and workforce management methodologies in a contact center environment. Knowledge of health insurance industry and regulatory requirements. Working knowledge of Medicaid, Medicare, and Commercial Markets.


UCare is proud to be a recognized Star Tribune Top Workplace for the 9th 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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