Job Description

Job Title: Coaching and Engagement Lead
Job ID: 713009
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Facility: UPMC Health Plan
Department: Provider Services
Location: 300 State St, Erie PA 16507


UPMC Health Plan is actively seeking an Coaching and Engagement Lead to make an immediate impact supporting their Provider Services Department!

This persons responsibilities may include but are not limited to: 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.

This position is a Monday through Friday, daylight role in Erie, PA!

  • Act as a mentor for other team leads and staff
  • Assume supervisory responsibility in the absence of the supervisor
  • Champion for compliance and performance guarantees
  • Complete special projects as assigned
  • Ensuring that one-on-one, staff coaching and surveys are being completed
  • Evaluate team performance reports from production systems in the moment and weekly/monthly, review with leadership and team members and drive performance improvements
  • Flexible schedule based on business needs including weekends, evenings and holidays
  • Maintain and assist with employee timecard and kronos oversight Tracking FMLA, vacation time
  • Monitor contacts/inventory throughout the day and adjust the resources
  • Participate in corporate/department trainings
  • Performance Management/Corrective Action Assist in reviews Identifying and Issuing Verbal Warnings Supporting Career Pathing One-on-ones
  • Prepares and supports the delivery of Power Summits and Team Meetings
  • Support recruitment process through phone screens, scheduling and preparing interviews, greetings


  • High school graduate.
  • 2-5 years experience in Insurance, Managed Care, Benefits Administration environment or Customer Service environment.
  • 3 years of professional experience,
  • 2 years of experience at UPMC Health Plan or another Health Care Organization
  • Excellent organizational, interpersonal and communication skills.
  • Expert knowledge of medical terminology, ICD-9 and CPT-4 coding.
  • Strong analytical ability. Keyboard dexterity. MS Office/PC skills.

    Licensure, Certifications, and Clearances:
    UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $16.92 to $27.09

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!


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.

Learn more about working here and check out our policies and recent updates.

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