Job Description

Job Title: Team Leader, Government Product Sales (Erie, Pa)
Job ID: 702830
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Facility: UPMC Health Plan
Department: Medicare & SNP Sales
Location: , Erie PA


UPMC Health Plan is hiring a full-time Team Leader, Government Product Sales to help support the Medicare and SNP Sales team for its Erie location. This is a Monday through Friday daylight position.

The successful candidate will provide technical and plan support to the Member/Provider Services Areas. Assist with the team attainment of designated call service standards. Ensure excellent customer satisfaction for both internal and external customers. Effectively monitor calls queues and volumes. Assume supervisory responsibility as necessary. Assist with the development and training of new team members.


  • Allocate resources to ensure attainment of all call performance standards.
  • Assist with the attainment of phone call quality to meet or exceed the minimum standard established.
  • Continually examine team performance, provide feedback, make recommendations and implement action plans to meet designated standards.
  • Interface with customers via telephone, correspondence and/or in person to answer inquires, resolve concerns and ensure customer satisfaction. Meet with clients as necessary and conduct prospective client tours. Ensure an adequate supply of member and provider materials are on hand and available for mailing. Maintain a positive work environment through employee recognition and interaction.
  • Maintain reports to assist in attainment of standards, identify root cause of potential or existing problems. Participate in interviewing, hiring and training of team members when requested. Assist with the counseling process as requested.
  • Monitor and manage queue volumes. Support other departments as requested during periods of backlogs. Assist in the development/refinement of policies and procedures.
  • Monitor and refine workflow to facilitate communication and teamwork between departments.
  • Participate in team meetings and provide information to team members in a timely manner. Maintain employee and insured confidentiality. Assist in the resolution of difficult claim inquiries; provide expert certificate of coverage interpretation and system support.
  • Support and develop cross-functional team members.


  • High school graduate.
  • 2-5 years experience in Insurance, Managed Care, Benefits Administration environment or Customer Service environment.
  • Prior experience with Health Insurance Medicare Sales is preferred
  • Excellent organizational, interpersonal and communication skills.
  • Strong analytical ability. Keyboard dexterity.
  • MS Office/PC skills.

    Licensure, Certifications, and Clearances:
    Within one year from date of hire or date of transfer into position, completion of UPMC HP Member Services Pathway to Leadership for Team Lead and receipt of certificate of completion is required

    UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $18.24 to $30.32

Union Position: No

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