At UPMC, we are committed to keeping our community safe and healthy as the COVID-19 pandemic unfolds. As our team continues to provide Life Changing Medicine to our patients, our recruiters will continue to fill positions throughout this time. Interviews and other processes may be modified to protect the safety of our candidates and employees. Thank you for your patience.

For more information about UPMC's response to COVID-19, please visit upmc.com/coronavirus.

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   Current UPMC employees must apply in HR Direct

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
  • Union Position: No
  • Salary Range: $21.22 to $36.63 / hour

Description

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.

Responsibilities:
  • 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

Qualifications

  • 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

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life &emdash; 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.

   Current UPMC employees must apply in HR Direct

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