Customer Service Business Analyst

Minneapolis, Minnesota
May 01, 2019
Jun 14, 2019
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.


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.




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 Customer Service Business Analyst is responsible to discover, analyze and document business requirements and lead projects that support daily operations and initiatives. Plan, design and document business processes; make recommendations for change in order to align business systems and activities with department strategies and objectives. Responsible for setting documentation standards and responsible for ensuring that all Customer Service documentation follows established standards. The Business Analyst will collaborate with cross-functional partners on customer facing communication. Provide core project management functions for multiple projects throughout the project life cycle. Determine and represent CS business requirements to support internal and company change projects. Ensure requirements and solutions conform to departmental, corporate, industry and government standards as specified.

• Ensure business-specific materials and documentation is available to employees to enhance customer and employee experience.

• Serve as an editorial resource on communications project and work in a cross-functional or collaborative function with other areas of the organization and within the team to ensure information sent to the appropriate audience is in the most effective manner.

• Communicate to all stakeholders on change efforts driven by or affecting Customer Service. This includes the development and implementation of project materials to support the organizational goals and objectives.

• Ensure accurate, high-quality and timely delivery of required material and information is in coordination with regulatory requirements.

• Establish action plans and lead efforts to implement process improvements.

• Interact with key business partners to track project progress, identify risks, communicate risks and status, and assess potential impacts to the business and our customers.

• Coordinate material intake for department and drive key project activities. Drive project direction and facilitate project-related meetings. This includes negotiating and managing project scope, progress, and client expectations.

• Support and educate staff as appropriate on tools and techniques for successful implementation. This includes delivery of ongoing training to business units to enhance customer experience.

• Other projects and duties as assigned.


BA degree preferred; demonstrated experience and performance may be considered in lieu of degree.

Required Experience

Three years' experience with contact center analytics, leadership or customer service operations projects and initiatives. Strong communication skills and ability to work cross-departmentally on projects and corporate initiatives.

Preferred Experience

Experience in health care or managed care.


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.

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