COVID-19 Vaccination Information

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UPMC continues to comply with governmental guidance related to local, state, and federal COVID-19 vaccination for employment. All employees and affiliated staff of UPMC entities are considered essential health care workers and will be accountable to follow the Centers for Medicare & Medicaid Services (CMS) federal vaccine mandate. To be compliant with the federal mandate, employees must complete the approved vaccination dosage regimen currently defined by the federal government. Compliance with the federal mandate is encouraged before hire and is required after employment begins. Medical and religious exemption requests may be submitted for consideration.

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

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Coordinator, Customer Service

Description

At UPMC, we’re all here for the same reason – to make Life Changing Medicine happen. Join our team and you will play a unique and important role in our mission to change healthcare for the better.

UPMC Health Plan is hiring a full-time Coordinator, Customer Service to support the Pharmacy Services department. This is a Monday - Friday daylight role (with 8-hour shift options between 8:00 a.m. - 8:00 p.m.). Occasional rotating weekend coverage will be required. This is a hybrid position in Pennsylvania, with remote/work-from-home privileges and some travel to the office for trainings and department needs.

The Coordinator, Customer Service Programs reports to the Director of Member & Provider Services. This position is responsible for developing, training and implementing service oriented programs within the Member and Provider Services department focused on providing customer service excellence. Once programs are implemented, this position is responsible for providing ongoing support to management and staff as well as monitor outcomes.

Experience training or coaching staff in the health care industry and/or in a call center is highly preferred.
 


Responsibilities:

  • Complete special projects and performs related duties as assigned.
  • Provide coaching and mentoring that will promote program success; identify and managekey success drivers for programs.
  • Measure program effectiveness focusing on the improvement of service for customers; make recommendations for program improvements; implement changes as needed; set up a process for maintaining reporting on programs.
  • Actively participant on the call center management team; driving success for the call center.
  • Act as a liaison with other departments to carry out program initiatives.
  • Develop a communication strategy for programs and program results within the department, for the Health Plan, and for our customers.
  • Work cooperatively with management as a performance consultant in order to ensurethat the highest level of service possible is being offered to our members and that business goals are being achieved.
  • Develop and implement methods to assess current and future programs that will enhance the customer and staff experience leading the call center to be best in class for service; makes recommendations to Management regarding program requirements andcosts.
  • Create and carry out project plans; ensure that plans are detailed and consider all affected areas and individuals; set and meet deadlines for project completion.
  • Maintain employee/insured confidentiality.
  • For program implementation, coordinates all aspects of the training process, includingindustry research materials development, program delivery, student testing and assessment; training on programs to be completed for all management and staff members utilizing effective training techniques.
  • Understand customers include trainees, internal Health Plan departments (i.e. claims staff, customer service) and external customers (i.e. Health System Training and Development staff) and is responsive to customers' requests.
  • Manage team members that support call center programs related to service excellence.
  • Assemble and implements departmental policy and procedure to support objectives.
  • Design, develop, and implement program plans for UPMC Health Plan Commercial, Medicare, and Medicaid products/services/benefits. Programs are targeted to provide outstanding service for our customers.

Qualifications

  • Bachelor's degree in Education, Business or other related field or equivalent work experience.
  • A minimum of 5 years health care or insurance experience, call center experience a plus.
  • Experience in training and coaching staff required.
  • Excellent organizational, interpersonal, and written communication skills.
  • Strong leadership skills and abilities; strong, independent decision-making ability a must.
  • Thorough knowledge of Commercial, Medicare and Medial Assistance programs required.
  • Expert process and project management skills required.
  • Competent in MS Office and PC skills required.
  • Complete and thorough understanding of Excellence in Service requirements.


Licensure, Certifications, and Clearances:

  • Act 34


    UPMC is an Equal Opportunity Employer/Disability/Veteran

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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