Description

The UPMC Health Plan Member Services Team is currently hiring Health Care Concierge, Associates in our call center to be advocates for our members and to proudly wear the badge of UPMC Health Plan. With a close-knit work environment and a dedicated culture of service excellence, our Member Services Team educates and guides our customers through coverage, claims, and other program inquiries.

Our UPMC Health Plan Member Services team has received various awards year-over-year from a number of accredited organizations for our service excellence. That's due-in no small part-to the compassionate attention and expert insight that our customers (which include members, providers, and facilities) enjoy each and every time they contact one of our dedicated associates.

Our employees receive comprehensive benefits which include Medical, Dental, and Vision insurance along with a variety of supplemental benefits and discount programs.

We offer a competitive pay rate with the potential to earn more through our incentive program by way of meeting or exceeding departmental goals.

We have a "Comprehensive on the job training program" and a defined path for growth and advancement. This includes consistent meetings and access with leadership for engagement, coaching, career development - yes, this includes your senior leadership too!

We are currently hiring for full-time roles. Employees will have the opportunity to work from home and complete a comprehensive on the job training program. In-office opportunities are available if preferred.

Our standard operating hours are 7 days per week, 7 a.m. - 8 p.m. Employees will work variable shifts within these operating hours which will be assigned by leadership based on department needs. Must be available to work daylight, evening, rotating & weekend shifts which is required.

In addition to your flexibility with our standard operating hours, we require overtime during our peak business season.

If you want to work for an award-winning customer service team, providing a positive impact for the community, apply today to become a Health Care Concierge, Associate!

Responsibilities:

• Assist members, prospective members, and providers with any questions or concerns related to their health insurance coverage mostly through phone calls but also through interactive chats and web messages following company guidelines.
• Conduct outbound service calls in accordance with departmental initiatives.
• Service your dedicated product line of business while assisting alternate product lines on an as-needed basis.
• Drive First Call Resolution on every inquiry by completing all necessary outreach calls on behalf of the member.
• Remain current on all departmental policies, procedures, plan benefit designs, and modifications by attending all member service meetings and trainings.
• Ability to understand and effectively communicate information regarding a product line or function including benefits and claims information.

Qualifications

• High school graduate required.
• Associate, or college degree preferred.
• Minimum of 2 years of customer service and/or call center experience required.
• Proficient in typing required.
• Proficient writing skills required.
• Ability to make independent decisions required.
• Knowledge of Microsoft Office and Excel spreadsheet program preferred.
• Complex analytical skills necessary to evaluate customer inquiries.
• Demonstrates good organizational skills.
• A desire to help others and portray empathy in all situations.
• Ability to learn complex health plan information.
• Demonstrate flexibility and motivation to learn & grow in the position.
• Flexibility in work schedule.