Customer Service Rep- Health Care Concierge, Associate - PITT

Are you passionate about helping others and making a difference every day? Join our award-winning Member Services Team as a Health Care Concierge Associate, where you'll be the voice of the UPMC Health Plan and the University of Pittsburgh. The Health Care Concierge, Associate services member inquiries around complex benefits and products offered by the University of Pittsburgh & acts as an advocate for employees, students and retirees by providing guidance, interpretation, and education on all benefits. This is a phone-based role where you'll be on calls throughout your shift, helping members understand the benefits offered, including health insurance, education benefits, retirement, life insurance, etc

What You Need to Know: 

• Pay: $20.70/hour set rate 
• Schedule: Must be available to work- day, evening and rotating shifts. 
• Hours of Operation: Monday-Friday, 8:30 AM –5:00 PM
• Location: Must live within 50 miles of Pittsburgh or Erie 
• Work Environment: Remote work available after training; in-office options also offered. Occasional on-site needs for technology or operational reasons. 
• Training: Paid, comprehensive on-the-job training provided 
• Growth: Full benefits and a clear path for career advancement 

Internet Requirements for Remote Work: 

• Wired connection (Ethernet only) - Minimum 20 Mbps download / 5 Mbps upload 
• No satellite, hotspot, or DSL connections allowed 
• Speed test required upon offer acceptance

If you're ready to bring your customer service skills to a team that values excellence, apply today and help us make a difference in the lives of our members!

Responsibilities:

• This position is a call center and benefits representative position coordinated with UPMC Health Plan and the University of Pittsburgh’s Benefit Department.
• Manage multiple member inquiries across interaction types including phone calls and emails from University of Pittsburgh members and prospective members.
• Ability to understand and effectively communicate information regarding any benefit offered by the university including health insurance, education benefits, retirement, life insurance, etc.
• Remain current on all departmental policies, procedures, plan benefit designs, and modifications.
• Provide exemplary customer service by being proactive and responsive to all University of Pittsburgh customer requests.
• Conduct outbound service calls in accordance with departmental initiatives.
• Investigate inquiries from University of Pittsburgh customers.
• Complete daily reports and/or audits timely.
• Follow up on and document actions required to service inquiry from University of Pittsburgh members and prospective members.
• Service and Document inquires in accordance with UPMC Health Plan Customer Service Center quality guidelines.
• Attend all member service meetings, trainings and power summits as scheduled.
• Service product lines of business to meet member and department needs.
• Drive First Call Resolution on every inquiry by completing all necessary outreach calls on behalf of the member.

• High school diploma or equivalent required. 
• 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.
  
  Licensure, Certifications, and Clearances:
• ACT 34
  
  UPMC is an Equal Opportunity Employer/Disability/Veteran