Customer Service Supervisor - Quality Reporting & Analytics

Minneapolis, Minnesota
Mar 17, 2022
Jun 07, 2022
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 600,000 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 12 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.


Work Location: Standard, Hybrid or Work from Home

The health and safety of our employees, members, providers, and our community is our highest priority. Therefore, all new employees are expected to be fully vaccinated against COVID-19 prior to starting at UCare, subject to limited exceptions such as for a sincerely held religious belief or for medical reasons.

Position Description

This position is responsible to hire, supervise, mentor and coach a team of Customer Service Quality Advocates. Ensure proper training is received, provide timely feedback of individual performance, and supervise team to meet departmental service goals. Responsible for compiling, analyzing, and operationalizing data that is used to support daily operations of the department. Utilize existing data and analytics to provide coherent and usable reports and dashboards to influence customer experience, efficiency, and metric results. Responsible to identify and implement and enhanced reporting suite, which includes increased transparency and governance, enhanced automation, and improved overall results.

• Analyze existing and historical data and monitor trends to identify opportunities for improved performance, quality, and efficiency.

• Recruit, interview and select new staff. Monitor, develop and coach members of the team including maintaining the daily schedules and workflow. Drive performance by providing consistent feedback on performance in a timely manner. Conduct monthly one-on-ones with Quality Advocates.

• Partner with appropriate UCare Leaders to resolve cross-functional issues and ensure consistency across team as appropriate.

• Develop reports and create dashboards along with communication to demonstrate data, trends, and analytics for the department and a variety of stakeholders to ensure understanding and context of information.

• Analyze, package, concisely and accurately present data from a variety of sources, systems, and tools; includes collaborating with other Reporting Analysts.

• Explore and recommend opportunities to leverage existing reporting systems and tools for improved functionality and results.

• Assist with the development of staff goals and performance measurements.

• Regularly summarizes and reports quality performance activities for process improvement; effectively and appropriately communicate issues and trends to UCare Leaders.

• Identify and implement opportunities to automate and streamline existing reporting.

• Participate in designated cross department work groups.

• Other project and duties as assigned.


Bachelor's degree in business, healthcare or related field; demonstrated work experience may be considered in lieu of degree.

Required Experience

One year supervisory or leadership experience in customer service or operations environment. Three years reporting and analytics experience in operations and/or high-volume contact centers. Proficient in Microsoft Office suite, advanced Microsoft Excel skills. Demonstrated ability to develop reports and dashboards from various data sources to be used for multiple audiences.

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. Access, SQL, Tableau and SSRS 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.

JOB POST DATE: 03/16/2022

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