Job Description

Job Title: Customer Service Concierge
Job ID: 725902
Status: Full-Time
Regular/Temporary: Regular
Hours:
Shift: Day Job
Facility: UPMC Health Plan
Department: GOVT ENROLLMENT
Location: 600 Grant St, Pittsburgh PA 15219

Description

Are you a customer service professional with demonstrated telephone and analytical skills? If so, an opportunity as a Customer Service Concierge with UPMC Health Plan's Government Enrollment team may be the perfect fit for you!

 

The Customer Service Concierge acts as an advocate providing high touch customer service for an assigned book of membership of UPMC Health Plan customers (member, provider, facilities, employees, etc.) The Customer Service Concierge resolves issues or concerns for members on each phone call the first time the member has been in contact.

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.
  • UPMC Health plan Member Services experience highly 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.

    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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