Troy Brice is Vice President and Chief Customer Experience Officer at UCare – a community-based independent health plan serving more than 600,000 members enrolled in government health programs in Minnesota and parts of Wisconsin. Troy leads the organization in ensuring the customer is at the center of every business decision. Previouly, Troy was Vice President of Customer Service at UCare for three years. In that role, he provided strategic direction for member and provider experience, including transportation. Troy has implemented successful strategies to improve employee engagement and retention for UCare’s large customer service team, and introduced more effective and efficient technology. He supported the team’s ability to provide service remotely (starting during the pandemic), as well as implementation of a Voice of Customer platform to provide greater insights into our members’ experience. Prior to UCare, Troy held key roles with CVS/Aetna and Centene leading customer service operations, and member retention and engagement efforts.