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

Health Care Concierge, Associate

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.

We are currently hiring for full-time roles in the Steel Tower in downtown Pittsburgh.  Our employees receive comprehensive benefits, a competitive pay rate of $16.67 per hour and a defined career path for growth and advancement. 


 

Our standard operating hours are 7 days per week, 5 a.m. - 9 p.m.  Employees will work variable shifts within these operating hours.  Must be available to work daylight, evening, rotating & weekend shifts which is required. 

 

As a Health Care Concierge, Associate, you will complete a 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:

 

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

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.

Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran

Total Rewards

More than just competitive pay and benefits, our Total Rewards package cares for you in all areas of life. Designed to help you achieve your goals, Total Rewards support our belief that you’re at your best when you’re receiving the support you need in all areas of life: professional, personal, financial, and more.

Our Values

No matter where we work or what we do, we’re driven by common values that guide our work and keep us accountable to one another. UPMC’s 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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