Customer Service Quality Advocate

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 14 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.

Position Description

This position is responsible for engaging both directly and indirectly in coaching and creating a culture that develops skills in our employees to support and continually improve member experience. Responsible to map all touch points across the customer experience and identifies voice of the customer measures that are critical to quality and delivery. Continuously evaluates methods/approaches to listening to our customers and collecting feedback across multiple channels. Provide analysis on interaction drivers, customer experience results and opportunities. Facilitates and establishes action plans and lead efforts to implement process improvements to enhance the member experience. Also responsible for the day-to-day aspects of quality related strategic programs that support organizational efforts to maintain or improve UCare’s Star Rating, CAHPS, and HEDIS measures.

• Analyze customer support tools and quality measurement processes from the member perspective to ensure the best possible member experience. Where possible, simplify processes and methods and augment tools with innovative ideas.

• Engage in coaching both directly with agents and indirectly through supervisors and other leadership to develop skills essential to a consistently positive member experience.

• Ensure quality measures are aligned to the customer experience outcomes UCare is trying to achieve.

• Facilitate solution development with leadership and business partners, establish action plans and lead efforts to increase employee competencies and redesign of quality measurements that may have significant impact on business operations.

• Represent Customer Service in cross-functional teams; collecting and reviewing feedback from members; working with the Member Experience Committee to identify opportunities and promote world-class member experiences.

• Drive outcomes that will enhance the member experience; evolve the existing quality program, technology, training, and professional development materials.

• Other projects and duties as assigned.

Education

High school diploma or equivalent required. College degree in training, business or communication field preferred; experience and proven performance considered in lieu of degree.

Required Experience

Three years Customer Service industry experience. Knowledge and experience in use of UCare systems, as well as UCare Customer Services policies and procedures. Managed care experience in Medicare or State programs. Three years’ experience in a health insurance or managed care environment. Strong Microsoft Excel and Word skills. Exceptional communication abilities.

Preferred Experience

Experience quality management program development. Knowledge of CMS, Medicare, and/or DHS rules and regulations. Supervisory, Team Lead, or quality management experience.

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 .