MH & SUDS Operations Manager

7 days left

Minneapolis, Minnesota
May 10, 2022
May 28, 2022
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: Work from home or hybrid (in the office 3 or more days per week)

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 for the overall coordination and management of Mental Health & Substance Use Disorder Access, Triage and Intake processes and functions, including by not limited, to operational functions of the admission notification and prior-authorization processes, member and provider engagement experiences. Collaborate with the Mental Health & Substance Use Disorder leadership team in the development and implementation of strategies to meet all Mental Health & Substance Use Disorder quality goals.

• Oversight and management of Operations Team. Oversee training, daily production and compliance monitoring, coaching of team members including maintaining schedules and workflows. Manages engagement-related efforts and assignments of staff with varying degrees of expertise and experiences.

• Oversight of expanded intake functions related to direct member contact and triage of members to the most appropriate providers. Establish automated systems/tools to assist staff in triage and access function. Improve member engagement processes.

• Maintain a comprehensive, sustainable project coordination process and work collaboratively with teams to support the business owner. Provide predetermined status updates to monitor progress, deliverables, milestones, timelines, resource allocation, problem solving strategies and outcomes that will result in successful implementation of projects.

• Mentor and develop supervisor and team leads. Support staff through changes via open communication, transparency when appropriate, engagement with staff throughout the change processes

• Develop, monitor, and analyze reports and benchmarks to measure team performance of member and provider experience satisfaction, which can include audits and trends performance results to enhance performance, identifying opportunity for operations teams, and utilize improvement techniques and tools to elevate operations team and/or department performance.

• Serve as representative or participate in cross-department, and external workgroups related to operational, legislative and audit activates as agreed upon or assigned by the Associate Director of Mental Health and Substance Use Disorder Services

• Recruit, interview and select new staff. Coordinate new employee orientation planning, maintenance of materials and development of working partnerships with Behavioral Health Case Management and Utilization Review Manager for on-going staff development and training.

• Other projects and duties as assigned.


Bachelor's degree in business or public health; demonstrated experience may be considered in lieu of degree.

Required Experience

Four years' experience in a health plan or health care industry. Demonstrated knowledge of federal and state regulatory requirements. Experience with project management. Staff development and training experience of various levels of learning.

Preferred Experience

Experience working with Medicaid/Medicare populations in a MCO utilization management or care management environment highly desirable. Direct supervisory/management experience. Member and provider facing experience preferred. Knowledge of NCQA, state and federal regulations applicable to health plans.


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: 05/09/2022

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