Job Description

Job Title: Bilingual Customer Service Representative
Job ID: 1800005L
Status: Full-Time
Regular/Temporary: Regular
Hours:
Shift: Variable
Facility: UPMC Health Plan
Department: Member Services
Location: 600 Grant St, Pittsburgh PA 15219

Description

The UPMC Health Plan Member Services Team is currently hiring full-time Bilingual Customer Service Representatives to be an advocate for our English and Spanish speaking 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.

UPMC Health Plan has been recognized by J.D. Power and Associates for providing the “Highest Member Satisfaction among Commercial Health Plans in Pennsylvania.” 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 representatives.

Our employees receive comprehensive benefits, and have ample opportunities for growth and advancement. As a Customer Service Representative, you will complete a 6-week training course (8:00 a.m. to 4:30 p.m.), which will equip you to take on even the most complex customer needs. After training, you will work Monday through Friday between the hours of 7 a.m. and 9 p.m, depending on assignment, with rotating Saturday shifts of 8 a.m. to 3 p.m.

Join our award-winning family. Apply today to become a Customer Service Representative.

 

Responsibilities:
  • Answer incoming inquiries from UPMC Health Plan customers. 
  • Document inquires in accordance with UPMC Health Plan Customer Service Center guidelines. 
  • Follow up on and document actions required to service inquiry from UPMC Health Plan customers. 
  • Investigate inquiries from UPMC Health Plan customers. 
  • Conduct outbound calls to clarify follow up and resolve inquiries from 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 basic product line or function. 

Qualifications

  • High school graduate or equivalent required (college degree preferred). 

  • Minimum of six months of customer service and/or call center experience. 

  • Proficiency in typing required. 

  • Ability to make independent decisions. 

  • Knowledge of Microsoft Office and Excel spreadsheet program preferred. 

  • Basic analytical skills necessary to evaluate customer inquiries. 

  • Ability to demonstrate good organizational skills.

  • Fluency in Spanish is strongly preferred.
Licensure, Certifications, and Clearances:
UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities.

Salary Range: $14.53 to $22.86

Union Position: non union

At UPMC, our shared goal is to create a cohesive, positive, experience for our employees, patients, health plan members, and community. If you too are driven by these values, you may be a great fit at UPMC!

QUALITY & SAFETY
DIGNITY & RESPECT
CARING & LISTENING
RESPONSIBILITY & INTEGRITY
EXCELLENCE & INNOVATION

UPMC provides a total rewards package that can help you achieve the goals you have for your career and your personal life. Whether you want to learn a new skill through a training course, reach personal health and wellness targets, become more involved in your community, or follow a career path that provides you with the right experience to be successful, UPMC can help you get to where you want to be.



Now more than ever, YOU can help us shape our communities and UPMC into a better place for everyone to work, study, play, and thrive.

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