UCare

Customer Service Supervisor

7 days left

Employer
UCare
Location
Minneapolis, Minnesota
Posted
May 31, 2019
Closes
Jul 26, 2019
Ref
1538
Category
Customer Service
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.

Rewards

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.

www.ucare.org/careers/

EOE/AA

ABOUT UCARE

UCare offers Medicare, Medicaid, Individual and Family health plans - powered by the hardest working people in the industry. Our people powered teams de-complicate, advocate and always go the extra mile to help our members. We serve with integrity, compassion and commitment to do right by members, providers and government partners. Above all, we come to work excited to provide members a path for the best health of their lives.

WORKING AT UCARE

Working at UCare is more than 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. Employees join UCare and stay because of the opportunity to have a purpose-driven job.

Our strong culture has established UCare as a Star Tribune Top 150 Workplace for 10 consecutive years since the awards program began. It's a culture that embraces innovative ideas, strategic partnerships, and exemplary customer and provider experiences. Working at UCare is being a part of a people powered team dedicated to making a real difference in the lives of our members and communities.

CUSTOMER SERVICES SUPERVISOR

***We are in need of supervisors with the flexibility to work weekend/evening shifts.

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.

Education

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.

THE UCARE DIFFERENCE

The UCare difference is our people power - employees actively working on the behalf of our members to get them access to the health care they need. We value and respect each individual's ideas and contributions, and provide the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, and a myriad of volunteer activities. If you're looking for an inclusive environment that celebrates your people power, 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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