Job Description

Job Title: Bilingual Customer Service Concierge
Job ID: 702036
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 Concierges 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 Concierge, 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 Concierge!
 
Responsibilities:

  • Answer Marketing Customer Service inbound calls as needed.
  • Answer incoming inquiries from UPMC Health Plan members.
  • Conduct outbound calls to UPMC Health Plan members to promote the Health Plan, to facilitate communication between the member and UPMC Health Plan, to explain benefits the customer has, and promote wellness/preventive care initiatives.
  • Consistently provide high touch service to members, going above and beyond customer expectations.
  • Document inquires in accordance with UPMC Health Plan Customer Service Center guidelines.
  • Follow up on/document actions required to service UPMC Health Plan customers.
  • Identify key initiatives that could be conducted to promote UPMC Health Plan.
  • Make recommendations to proactively prevent issues and concerns for customers.
  • Meet/exceed productivity and quality performance targets, including departmental goals set for outreach.
  • On-site participation in employer group or community events to support UPMC Health Plan initiatives.
  • Proactively outreach to providers or organizations on behalf of the member to resolve any concern including billing, appointment scheduling, enrollment issues, etc.
  • Proactively resolve any concern/issue on each and every phone call on the first call and communicate the resolution to the customer.
  • Provide leadership to other members of the team by providing guidance on member concerns, mentoring, and facilitate educational initiatives and acting as a positive role model.
  • Remain current on all departmental policies, procedures, plan benefit designs and modifications.
  • Track and report ongoing questions or issues that customers are experiencing.

Qualifications

  • High school diploma or equivalent required.
  • College degree preferred.
  • 2-5 years combined customer service experience; call center involving inbound and outbound preferred.
  • Excellent Verbal Communication skills.
  • Ability to articulate with enthusiasm the value of being a UPMC Health Plan member.
  • Ability to conduct outbound telephone contact in a positive manner.
  • Ability to identify and resolve issues or concerns for Health Plan members.
  • Knowledge of HMO, POS, PPO, CHIP, Medicaid or Medicare plans.
  • Excellent organizational and interpersonal skills.
  • Ability to identify trends, report issues, and follow through on resolution.
  • Ability to work independently.
  • Knowledge of Microsoft Word, Microsoft Excel, and Outlook Email 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: $17.11 to $28.43

Union Position: No

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.



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