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.

Rewards

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.

www.ucare.org/careers/

EOE/AA

ABOUT UCARE

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

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 200 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.

CUSTOMER SERVICE LEARNING AND DEVELOPMENT SPECIALIST SENIOR

Work Location: Work from Home or Office for Your Day

Position Description

This position is responsible to lead the Customer Service team in training, work instructions, and large-scale projects. Provide work direction and prioritization to Learning and Development Specialist (or others as needed) in support of developing training and supporting materials. Develop and implement core training programs and resources for the Customer Services staff as well as deliver and provide feedback on performance and additional training needs for new employees during the training period to new staff and management. Conduct needs analysis to determine most effective use of resources based on the greatest impact to the overall business results. Collaborate with various UCare departments and committees, participate in the analysis, development, and delivery of training programs for UCare staff. Design, maintain and deliver training on customer services processes, policies and procedures; ensure that overall training program is aligned with business needs, compliance and regulatory requirements. Demonstrated knowledge of at least one UCare product or one complex service.

• Coach, mentor and assist in prioritizing work of the Learning and Development Specialist (or others as needed) in support of developing training and supporting materials.

• Recommend, design, develop, maintain, implement training curriculum and materials, in collaboration with the leadership staff.

• Perform gap analysis for current and future state business and system processes; develop reporting for measurement of training needs and results through surveys, evaluation forms, interviews with staff, or consultations with leadership staff.

• Plan, prioritize and identify training needs for new projects, initiatives and change, including preparation of communication tools.

• Develop and deliver training in line with employee career path and desired caller experience including train the trainer sessions.

• Collaborate with leadership regarding on-boarding and integration process of new staff; ensure timely and accurate delivery of training programs for new and existing staff.

• Develop and manage relationships with other departments and committees, as needed, including training solutions that provide relevant, engaging, challenging, and productive learning experiences.

• Serve as a resource and mentor to designated Customer Services staff involved in unit specific training.

• Coordinate and facilitate collaboration and calibration meetings with supervisors to analyze training effectiveness, educate and drive staff performance, and update training curriculum as needed.

• Understand health plan claims general processing, contracts, state and federal rules and regulations, UCare policies and procedures.

• Maintain skill and knowledge of Customer Service technology and systems, includes understanding the Learning Management System and any business online development.

• Determine and represent Customer Services business requirements to support internal and company change projects, and during audits or reviews with state, federal, or other outside delegates.

• Manage training program; plan ahead by creating and executing a plan using data to map training needs for the year.

• Collaborate as needed with the Corporate Learning and Development Team to ensure best practices and organizational standards are implemented.

• Other projects and duties as assigned.

Education

Four-year college degree in teaching, human resources, business, communications or a closely related degree; demonstrated experience may be considered in lieu of degree.

Required Experience

At least five years of experience conducting in-classroom and virtual training/facilitation with instructional design and training program development. Experience with adult learning principles. Two years of experience in a health insurance or managed care environment. Business Analyst experience with a focus on Business Process Improvement.

Preferred Experience

Knowledge in Medicare, Medicaid, or both preferred. Trainer and Development certification. Supervisory or team lead experience preferred, with specific background in work direction.

THE UCARE DIFFERENCE

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: 5/18/2023