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.

Job Description

Job Title: Health Care Concierge, Associate - North Side
Job ID: 200001JW
Status: Full-Time
Regular/Temporary: Regular
Hours:
Shift: Variable
Facility: UPMC Health Plan
Department: Member Services
Location: 1650 Metropolitan Street, Pittsburgh PA 15233

Description

The UPMC Health Plan Member Services Team is currently hiring Health Care Concierge, Associates to be advocates for our members and to proudly wear the badge of UPMC Health Plan. With a close-knit work environment and a dedicated culture of service excellence, our Member Services Team educates and guides our customers through coverage, claims, and other program inquiries.

UPMC Health Plan has been recognized by J.D. Power and Associates for providing the “Highest Member Satisfaction among Commercial Health Plans in Pennsylvania.” That’s due—in no small part—to the compassionate attention and expert insight that our customers (which include members, providers, and facilities) enjoy each and every time they contact one of our dedicated associates.

Our employees receive comprehensive benefits, a competitive pay rate of $16.67 per hour and a defined career path for growth and advancement. 


We are currently hiring for full-time roles on the North Side of Pittsburgh.  Availability to work evening & weekend shifts is required.

 

Our standard operating hours are 7 days per week:

  • Monday - Friday, 7 a.m. – 8 p.m.
  • Saturday & Sunday: 8 a.m. – 8 p.m. 

As a Health Care Concierge, Associate, you will complete a 6-week training course, which will equip you to take on even the most complex customer needs.


Join our award-winning family.  Apply today to become a Health Care Concierge, Associate!

 


Responsibilities:

  • Answer and investigate incoming inquiries from UPMC Health Plan members, prospective members and providers.
  • Provide exemplary customer service by being proactive and responsive to all UPMC Health Plan customer requests.
  • Remain current on all departmental policies, procedures, plan benefit designs, and modifications.
  • Ability to understand and effectively communicate information regarding a product line or function including benefits and claims information.
  • Drive First Call Resolution on every inquiry by completing all necessary outreach calls on behalf of the member.
  • Manage multiple member inquiries across interaction types including telephonic, fax, online, chat, web messages and email.
  • Service product lines of business to meet member and department needs.
  • Attend all member service meetings, trainings and power summits as scheduled.
  • Service and Document inquires in accordance with UPMC Health Plan Customer Service Center quality guidelines.
  • Follow up on and document actions required to service inquiry from UPMC Health Plan members, prospective members and providers.
  • Investigate inquiries from UPMC Health Plan customers.
  • Conduct outbound service calls in accordance with departmental initiatives.

Qualifications

  • High school graduate or Associate, or college degree preferred.
  • Minimum of 2 years of customer service and/or call center experience.
  • Proficient in typing required.
  • Proficient writing skills required.
  • Ability to make independent decisions required.
  • Knowledge of Microsoft Office and Excel spreadsheet program preferred.
  • Complex analytical skills necessary to evaluate customer inquiries.
  • Demonstrates good organizational skills.
  • A desire to help others and portray empathy in all situations.
  • Ability to learn complex health plan information.
  • Demonstrate flexibility and motivation to learn & grow in the position.
  • Flexibility in work schedule.


Salary Range: $15.42 to $24.25 / hour

Union Position: Non-Union

Apply Current Employee?

UPMC VALUES

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!

QUALITY & SAFETY
DIGNITY & RESPECT
CARING & LISTENING
RESPONSIBILITY & INTEGRITY
EXCELLENCE & INNOVATION

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.


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