Job Description

Job Title: Coaching and Engagement Lead
Job ID: 74549665
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Facility: UPMC Health Plan
Department: Provider Services
Location: 1650 Metropolitan Street, Pittsburgh PA 15233


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.

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


  • High school graduate.
  • Two- five years experience in Insurance, Managed Care, Benefit's Administration environment or Customer Service environment. 
  • Three years of professional experience, two years of experience at UPMC Health Plan or another Health Care OrganizationExcellent 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/Disability/Veteran

Salary Range: $20.30 to $33.86 / hour

Union Position: No

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