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Complaints and Grievances Intake Coordinator (Temporary)

  • Job ID: 445773389
  • Status: Full-Time
  • Regular/Temporary: Temporary
  • Hours:
  • Shift: Day Job
  • Facility: UPMC Health Plan
  • Department: Complaints & Grievances
  • Location: 600 Grant St, Pittsburgh PA 15219
  • Union Position: No
  • Salary Range: $15.88 to $24.98 / hour


UPMC Health Plan is hiring a full-time temporary Complaints and Grievances Intake Coordinator to help support the Complaints and Grievances Department for its downtown Pittsburgh location at the US Steel Tower. This is a Monday through Friday daylight position that will predominately work from home. This will be a 6 month assignment. 

This position will manage accurate and timely case entry and classification in the Complaints and Grievances (C&G) information system. Accurately maintain C&G data files.



  • Respond and address incoming messages via department inboxes, emails, faxes, or phone in an accurate and prompt manner.
  • Complete data entry into various information systems to support C&G processes.
  • Conduct case intake process, via cases received through verbal and written requests, and set up new cases in the C&G information system.
  • Accurately and promptly assess, enter and maintain documents in files and/or databases to assure that information is organized and readily available.
  • Identify and escalate priority and expedited issues to management within a timely manner.
  • Access multiple health plan systems to assist with case classification.
  • Retrieve, copy, collate, and file various documents associated with the complaints and grievances processes.
  • Classify member and provider complaints/appeals based on line of business and appeal rights by completing appropriate investigation with may include outbound contact, as needed.
  • Triage and respond to inquiries as appropriate or distribute as needed.
  • Support the team's efforts to improve performance against measured service operation goals.
  • Support implementation of appeals tracking system



  • High school graduate or equivalent preferred
  • 2 year of work experience in claims or customer service preferred
  • Managed care or health insurance experience preferred.
  • Proficiency in typing preferred
  • Excellent communication, organizational, and customer services skills
  • Detail-oriented
  • Knowledge with Microsoft Word and ExcelDemonstrate a positive and professional attitude at all times
  • Problem-solving and decision-making skills with a solid understanding of managed care principlesKnowledge of all product lines

Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran

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   Current UPMC employees must apply in HR Direct