COVID-19 Vaccination Information

Across UPMC, our guiding principle is to always prioritize the safety of our employees, patients, and members. UPMC believes that vaccination is important, helps protect all, and advocates that everyone who can be vaccinated should be vaccinated.

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. 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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   Current UPMC employees must apply in HR Direct

Customer Satisfaction Analyst

Description

Are you a health insurance champion with previous Medicare experience?  UPMC Health Plan has an exciting opportunity for a Customer Satisfaction Analyst position in the Member Services Department.  This will be a work from home position with offices located in downtown Pittsburgh at the US Steel Tower.  This is a full time position working Monday through Friday 8:00 a.m. to 8:00 p.m. and weekends as needed.  

Responsibilities:

  • Maintain a positive work environment through employee recognition and coaching.
  • Coach Work from Home employees via Skype video conference call.
  • Provide weekly coaching summary to leadership.
  • Support and develop cross-functional team members.
  • Support team members side-by-side as needed.
  • Travel to various call center locations to support team coaches as needed.
  • Participate in member services trainings.
  • Ensure all representatives understand the member experience guidelines.
  • Identify gaps in training and collaborate with training team to drive improvements.
  • Provide product knowledge expertise.
  • Serve as a role model for the entire team.
  • To provide additional assistance to representatives who may not be adhering to compliance guidelines or struggling with CMS guidance on calls.
  • Performs in accordance with system-wide competencies/behaviors.
  • Performs other duties as assigned.

 

Qualifications

  • High School diploma required,
  • Bachelor's preferred.
  • 2 years of professional/customer service experience required.
  • Ability to analyze customer satisfaction data and identify/pinpoint issues and make actionable recommendations.
  • Highly effective oral, written communication and presentation skills required.
  • Ability to aggressively pursue follow-up on pending customer satisfaction analysis requests.
  • Excellent documentation skills required.
  • Proven ability to work independently in a fast-paced environment.
  • Strong organization skills and ability to multi-task and prioritize work.
  • Knowledge of Word and PowerPoint and the ability to use them to present to both internal and external contacts.
  • Ability to create well organized, accurate, and concise material and work documentation for organizational use.
  • Strong knowledge of Microsoft applications including Outlook, Excel, and Access with the ability to create and maintain data bases


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