Call Center Associate

We are looking for motivated candidates who demonstrate leadership at every level to join our team.

Must be a Pennsylvania Resident. 

The tentative start date for this position is October of 2024.  Bilingual Abilities are a PLUS! (Spanish)

Perks Include:

· Paid training

· 6 paid holidays, 5 days PTO, after completion of 720 hours on the job

· Starting at $17.00 per hour 

· Yearly raises based on Key Performance Indicators (KPIs) 

· Day shift hours, Monday through Saturday

Job Purpose:

The Health Care Concierge, Associate services complex health insurance products across our lines of business & acts as an advocate for Health Plan customers (member, provider, facilities, etc.) by providing guidance, interpretation, and education on benefit coverage levels, claims payment and various program inquires.

Requirements:

• High school graduate or Associate, or college degree preferred.
• Minimum of 2 years of customer service and/or call center experience.
• 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.

Responsibilities:

• Answer and investigate incoming inquiries from UPMC Health Plan members, prospective members and providers.
• Drive First Call Resolution on every inquiry by completing all necessary outreach calls on behalf of the member.
• Manage multiple member inquiries across interaction types including telephonic, fax, online, chat, web messages and email.
• Service product lines of business to meet member and department needs.
• Attend all member service meetings, trainings and power summits as scheduled.
• Service and Document inquires in accordance with UPMC Health Plan Customer Service Center quality guidelines.
• Follow up on and document actions required to service inquiry from UPMC Health Plan members, prospective members and providers.
• Investigate inquiries from UPMC Health Plan customers.
• Conduct outbound service calls in accordance with departmental initiatives.
• Provide exemplary customer service by being proactive and responsive to all UPMC Health Plan customer requests.
• Remain current on all departmental policies, procedures, plan benefit designs, and modifications.
• Ability to understand and effectively communicate information regarding a product line or function including benefits and claims information.

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Last updated on Oct 17, 2024