Associate Vice President of Customer Service

7 days left

Minneapolis, Minnesota
Apr 10, 2021
May 14, 2021
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.




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 11 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.


Job Duties and Responsibilities:

• Provide the leadership and vision to continue the transformation of the call center into a proactive partner that effectively supports UCare operations, as well as growth and branding strategies.

• Mentor, retain, recruit, and develop high-performing customer service leaders and staff. Find ways to recognize excellence among staff and create a positive workplace environment with an engaged team. Ensure that the department has a diverse, equitable and inclusive workplace environment.

• Evaluate and recommend opportunities for process and technological improvements to advance strategic goals such as member and provider experience, organizational efficiency, organizational reputation, and regulatory requirements.

• Participate in company-wide strategic planning activities, providing thought leadership from a call center and operational perspective as well as in broader organizational insight.

• Ensure alignment of the customer service department with ongoing business strategies including in the areas of customer experience, growth, and innovation.

• Develop, monitor, and communicate metrics and targets to measure call center effectiveness and efficiency. Identify areas of continual improvement and develop strategies to raise the bar on service delivery.

• Remain abreast of marketplace trends and emerging solutions related to call center service delivery models. Educate other leaders about those trends and requirements, and develop strategies based on those marketplace changes.

• Ensure optimal use of human and financial resources based on organizational and department priorities and investments. Prepare and submit operating budgets and track performance to budget, adjusting activities as necessary to meet budgetary expectations.

• Maintain effective and collaborative relationships with senior leaders, operational leaders, clinical leaders, and external partners/stakeholders.

• Engage, partner, and hold vendors accountable to ensure UCare's priorities, projects and service levels are being consistently delivered on time and on budget.

Required Qualifications:

• Eight or more years of experience in call center leadership roles, including demonstrated success building and leading a high-performing call center

• Experience overseeing large, complex call centers

• Prior experience developing and implementing a customer service vision and strategy that aligns with the organizational vision and strategies

• Knowledge of call center best practices, platforms, and emerging trends

• Process improvement and project management experience preferred

• Demonstrated skills delivering best-in-class customer experience for highly diverse consumers with a diverse array of needs and preferences


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.

JOB POST DATE: 04/09/2021

JOB CLOSE DATE: 04/27/2021

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