Customer Service Manager - Provider Assistance Center & Complex Services

7 days left

Minneapolis, Minnesota
Jun 23, 2019
Jul 22, 2019
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.


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 position is responsible to oversee Provider Assistance Center (PAC) and Customer Service Specialist teams for all product lines. Manage an environment where customer satisfaction, retention, and loyalty are the primary focus of staff. Create a dynamic service culture while assuring compliance with state, federal, and contractual requirements. Balance people with results while maintaining cost and operationally effective provider & transportation services for UCare membership.

• Meet and/or exceed all call center financial, productivity, quality, efficiency and employee engagement, and retention metrics.

• Manage PAC and the service specialist, cross-trained and fulfillment call center teams. Manage, coach, and mentor the supervisors for each team. Demonstrate ability to drive performance while improving quality and efficiency of our operation.

• Lead department and enterprise wide initiatives to address the productivity and efficiency of the call center, and the service experience of our members and providers.

• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.

• Accomplish customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

• Develop and implement strategies focusing on member and provider satisfaction and reduction of contact ratios by product and service line. Monitor and communicate customer inquiries, complaint, and customer satisfaction trends.

• Monitor work flows and staff performance to ensure adherence to policies and procedures. Manage the development, implementation, and maintenance of policies, procedures, and manuals for the department.

• Participate as a key department liaison or project lead with interdepartmental committees and work groups as assigned. Communicate relevant information arising from these groups to staff.

• Other projects and duties as assigned.


Bachelor's degree in health related field or liberal arts; demonstrated experience may be considered in lieu of degree.

Required Experience

Four years progressively complex experience in customer service or operations. Five years of leadership experience. Financial and business acumen to measure key service deliverables. Project management skill sets with process improvement discipline. Demonstrated ability to drive results in a customer service setting while building employee engagement. Strong working knowledge of call center environment & tools i.e. ACD, IVR, Quality Assurance & work force management methodologies.

Preferred Experience

Health Care product, customer service or operational experience. Direct experience working with health care providers. Working knowledge of provider and member eligibility and claims submission and payment processes


UCare is proud to be a recognized Star Tribune Top Workplace for the 10th 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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