COVID-19 Precautions
Search Our Jobs

   Current UPMC employees must apply in HR Direct

Coaching and Engagement Lead, Provider Services


Do you have experience working in a health care organization? Are you passionate about customer service? If so, look no further... UPMC Health Plan may have the perfect employment fit for you!

UPMC Health Plan has an exciting opportunity for a full-time Coaching and Engagement Lead to support the Provider Services department. This is a Monday - Friday daylight role. This is a hybrid position with remote/work-from-home privileges in Pennsylvania and some travel to the office for trainings, meetings, department needs, etc.

The Coaching and Engagement Lead will provide technical and plan support to the Provider Services Areas. They will assist with the team attainment of designated call service standards, and ensure excellent customer satisfaction for both internal and external customers. He/she will effectively monitor calls queues and volumes and will assume supervisory responsibility as necessary. They will also assist with the development and training of new team members.


  • Ensuring that one-on-one, staff coaching and surveys are being completed
  • Champion for compliance and performance guarantees
  • Participate in corporate/department trainings
  • Prepares and supports the delivery of Power Summits and Team Meetings
  • Support recruitment process through phone screens, scheduling and preparing interviews, greetings
  • Monitor contacts/inventory throughout the day and adjust the resources
  • Complete special projects as assigned
  • Flexible schedule based on business needs including weekends, evenings and holidays
  • Act as a mentor for other team leads and staff
  • Evaluate team performance reports from production systems in the moment and weekly/monthly, review with leadership and team members and drive performance improvements
  • Assume supervisory responsibility in the absence of the supervisor
    • Maintain and assist with employee timecard and kronos oversightTracking FMLA, vacation time
    • Performance Management/Corrective ActionAssist in reviews
    • Identifying and Issuing Verbal WarningsSupporting Career PathingOne-on-ones


  • High school graduate.
  • 2-5 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
  • Excellent organizational, interpersonal and communication skills.
  • Previous call center experience is highly preferred.
  • Expert knowledge of medical terminology, ICD-9 and CPT-4 coding.
  • Strong analytical ability.
  • Keyboard dexterity.
  • MS Office/PC skills.

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 — 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