Customer Service (CS) Project Lead

7 days left

Minneapolis, Minnesota
May 27, 2022
Jul 04, 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 13 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, in the office 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

As the Customer Service (CS) Project Lead, you will be responsible for managing department projects and initiatives that support the daily operations of UCare's Customer Service department. This will include engagement with cross functional teams and stakeholders, internal and external, to Customer Service. You will promote consistency by developing and maintaining an internal documentation system and being the department point person for projects, initiatives, and issues. In addition, you will focus on continuous process improvement initiatives and skillfully coordinate projects with diverse stakeholders.

• Plan, execute and complete department projects in a timely fashion. Regularly communicate status updates to CS leadership throughout the project.

• Identify challenges, facilitate solution development, and make recommendations to the project sponsor and all stakeholders as needed.

• Develop and maintain project documentation and artifacts; includes charters, risk registers, issue logs etc.

• Create and manage department tracking system for projects and initiatives.

• Serve as main point of contact for department projects, initiatives, and issues.

• Recommend, implement, and manage individual projects using multiple methodologies (i.e., Waterfall, Agile).

• Coordinate material intake for department and drive key project activities, including overall direction and meeting facilitation. This includes negotiating and managing project scope, progress, and client expectations.

• Interact with key business partners to track project progress, identify risks, communicate risks and status, and assess potential impacts to the business and our customers.

• Establish action plans and lead efforts to implement process improvements.

• Support and educate staff as appropriate on tools and techniques for successful implementation.

• Translate business process needs into requirements artifacts such as business requirements document, use cases, and user stories.

• Responsible for business approval and acceptance of use cases, user stories, process flows and functional features.

• Other projects and duties as assigned.


Bachelor's degree in project management, business, or related field. Demonstrated work experience may be considered in lieu of a degree.

Required Experience

Three years of demonstrated project management experience; two years in a contact center or operational environment, with a focus on leadership or analytics. Proficiency in the use of Microsoft Office applications. Understanding of project management concepts and methodologies.

Preferred Experience

PMI Certification. Practical experience in and/or knowledge of health care, managed care, government programs or 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: 05/26/2022

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