Customer Service Supervisor €“ Quality

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

As the Customer Service Supervisor – Quality, you will be responsible to hire, supervise, mentor, and coach the Customer Service Quality Assurance Team. Ensure proper onboarding and training is received, provide timely feedback of staff performance, and supervise team to meet departmental service goals and individual/team goals. Assist with escalations from staff and handle to resolution. Responsible for collaborating with CS Reporting Analysts, utilizing existing and historical data, analytics, and dashboards to influence customer experience, efficiency, and metric results, and to ensure a high- performing team. Responsible to identify, implement and an enhanced reporting suite, which includes increased transparency and governance, enhanced automation, and improved overall results.

• Collaborate with Reporting Analyst to summarize the analysis of existing and historical data and trends to identify opportunities for improved performance, quality, and efficiency.

• Lead, interview, select, and train new staff. Write and conduct performance evaluations. Monitor, develop and coach members of the team including maintaining the daily schedules, workflow, and quality of work. Drive performance by providing consistent feedback on performance in a timely manner. Conduct weekly one-on-ones and weekly team meetings with the Quality Team.

• Partner with appropriate UCare Leaders to resolve cross-functional issues and ensure consistency across team as appropriate. This includes monthly calibrations and ensuring quality handbook and materials are updated to reflect process changes.

• Maintain accurate records for the purpose of individual performance management, analysis, and reporting. Package, concisely and accurately present data and QA scorecards; includes collaborating with CS Reporting Analysts.

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

• Facilitate discussions and collaborate with other supervisors to regularly summarize and report quality activities for process improvement; effectively and appropriately communicate issues, trends, impacts to compliance, and develop recommendations for CS Leaders.

• Serve as a stakeholder to the CS Reporting Analysts with identifying and implementing opportunities to automate and streamline existing quality reporting.

• Participate in designated cross department work groups and CS functional work groups.

• Other project and duties as assigned.

Education

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, call center call auditing, and/or 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/or 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.

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 .