Job Description

Job Title: Supervisor, Member Engagement
Job ID: 66171132
Status: Full-Time
Regular/Temporary: Regular
Hours: Daylight, Evening & Weekend availbility required
Shift: Variable
Facility: UPMC Health Plan
Department: Member Services
Location: 380 East Bayfront Parkway, Erie PA 16507


Support all Customer Service Reps by facilitating the team attainment of quality, production and turnaround time goals. Ensure excellent customer service for both internal and external customers - Effectively monitor calls queues and volumes to support the team's success.

  • Supervise and develop team members. Allocate resources to ensure attainment of all performance standards Travel to various call center locations.
  • Monitor the SharePoint for call completion and provide suggestions for facilitate improvement.Gather coaching feedback from representatives. Communicate with all product managers, supervisors and team leaders.
  • Participate in interviewing, hiring and training of team members. Prepare employee performance evaluations and participate in merit increase process. Conduct team meetings and provide information to team members in a timely manner.Maintain employee and insured confidentiality.
  • Analyze available reports to assist in attainment of performance standards, identify root cause of potential or existing problems.Maintain a positive work environment through employee recognition and interaction. Allocate resources to ensure attainment of all performance standards. Establish effective workflow to facilitate communication and teamwork between departments.
  • Assist in the resolution of product inquiries, provide expert interpretation and system support.Support other departments as requested during periods of backlogs.Assist in the development/refinement of policies and procedures. Interface with customers via telephone, correspondence and/or in person to answer inquiries, resolve concerns and ensure customer satisfaction. Maintain and assist with employee timecard and Kronos oversight


  • High school graduate. 
  • 3-5 years' experience in Insurance, Managed Care, Benefit's Administration environment or Customer Service environment. 
  • 3 years of professional experience, 2 years of experience at UPMC Health Plan or another Health Care Organization. 
  • Experience in training and/or coaching staff required.
  • Excellent organizational, interpersonal and communication skills. 
  • Knowledge of UPMC Health Plan products preferred.
  • Strong analytical ability. 
  • Keyboard dexterity. 
  • Competent in MS Office and PC skills required.
  • Complete and thorough understanding of 'Excellence in Service' requirements. 
  • Within one year from date of hire or date of transfer into position, completion of UPMC HP Member Services Pathway to Leadership and receipt of certificate of completion is required

Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran

Salary Range: $21.22 to $36.63 / hour

Union Position: No

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