Description
UPMC Health Plan is currently hiring Intake Coordinator positions in the Afterhours Customer Support department. This is a full-time position working various hours including evenings and weekends. This is a work from home position.
The Member Services 24/7 Intake Health Care Concierge Associate Position is a member of the Member Services Department supporting both the WorkPartners and Member Services Lines of business. The 24/7 Intake HCCA will assist callers with our WorkPartners line of business for the submission of Day one Absence of client call off’s sending instant notification to employers, Short-Term Disability, ADA, Workplace Accommodations, FMLA, PLOA, Leave Management, Worker's Compensation or Commercial Worker's Compensation claims. In addition, they will answer questions and provide information appropriate to these lines of business, direct customer inquiries to the appropriate Specialist and direct customer complaints to the appropriate unit or supervisor.
Responsibilities:
- Ability to understand and effectively communicate information regarding a product line or function including benefits and claims information.
- Remain current on all departmental policies, procedures, plan benefit designs, and modifications.
- Provide exemplary customer service by being proactive and responsive to all UPMC Health Plan customer requests.
- Conduct outbound service calls in accordance with departmental initiatives.
- Investigate inquiries from UPMC Health Plan customers.
- Follow up on and document actions required to service inquiry from UPMC Health Plan members, prospective members and providers.
- 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.
- Manage multiple member inquiries across interaction types including telephonic, fax, online, chat, web messages and email.
- Drive First Call Resolution on every inquiry by completing all necessary outreach calls on behalf of the member.
- Answer and investigate incoming inquiries from UPMC Health Plan members, prospective members and providers.
Additional Responsibilities::
- Answering questions about their plan.
- Ordering ID cards
- Finding providers.
- Providing support for web platforms like My HealthOnline and MyUPMC.
- Processing premium payments and taking messages for other lines of business.
Qualifications
- 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:
UPMC is an Equal Opportunity Employer/Disability/Veteran
Total Rewards
More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life — because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.
Our Values
At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.
