Customer Service Manager - Member Services and Transportation

Minneapolis, Minnesota
Jul 23, 2019
Oct 02, 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.




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 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.


Position Description

This position is responsible to oversee Member Services for all product lines including Transportation services. 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 member and transportation 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.

• Manage administration of transportation functions while working collaboratively across departments to identify opportunities which efficiently manage PMPM spend. Implement and oversee development of transportation polices which improve customer satisfaction/access while efficiently managing the benefit.

• Create a dynamic call center culture while driving operational performance of the customer service department by developing, managing, and monitoring strategies to improve customer services operations. Implement and oversee service improvement projects including, but not limited to: scope, assignments, timelines, milestones, and reporting.

• Lead and support enterprise wide initiatives to address the productivity and efficiency of the call center.

• 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 - or 2+ years' experience leading in a healthcare administration function. 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.


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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