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 complies with all governmental requirements related to local, state, and federal COVID-19 vaccination for employment. The Jan. 13 Supreme Court of the United States decision that the Centers for Medicare & Medicaid Services federal COVID-19 vaccine mandate will move forward requires UPMC to ensure employees either get vaccinated or receive a requested medical or religious exemption.

If you are not yet vaccinated, we urge you to get a vaccine now. You can schedule your COVID-19 vaccination through UPMC or visit a non-UPMC provider or UPMC Urgent Care location.

Proof of vaccination is not required upon hire; however, employees will be responsible for ensuring post-hire compliance by getting vaccinated or requesting a medical or religious exemption.

For more information about UPMC’s response to COVID-19, please visit

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   Current UPMC employees must apply in HR Direct

Lead Call Center Agent

  • Job ID: 092051419
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Variable
  • Facility: UPMC Hamot
  • Department: Patient Services Program
  • Location: 201 State St, Erie PA 16550
  • Union Position: No
  • Salary Range: $14.66 to $22.24 / hour


To enhance customer service by assisting the supervisor with the daily operations of Call Center Agents and administrative responsibilities.



  • Completes administrative duties as assigned by the Call Center Supervisor/Coordinator including database entry of on-call schedules, making changes or updates to both hospital and physician office protocols. Assists the Call Center Supervisor/Coordinator in efficiently and accurately communicating changes and updates to the call center staff.
  • Completes requests for pager service while maintaining the appropriate documentation. Assists with scheduling and provides input to employee evaluations.
  • Provides service to the UPMC Hamot community, patients, families and staff, while protecting the integrity and confidentiality of all data and information through physical and electronic measures. Functions as a Call Center Agent as needed. Provides support and coaching to the agents as it relates to providing the highest quality of customer service.
  • Functions as the backup to the Call Center Supervisor/Coordinator. Communicates all customer and staff complaints or concerns to the Call Center Supervisor/Coordinator. Assists in the development and implementation of new agent training manuals and procedures.
  • Assists with Call Center staff scheduling and provides input to employee evaluations. -Assist with Call Center reports and billing as needed. -Assists with employee recruitment by conducting phone screens and setting up interviews for the supervisor. Assists with Kronos as a Timekeeper. Assists with E-Procurement request to maintain appropriate inventory of office supplies and technology hardware for the Call Center. Assist with facilitating departmental recruitment and retention activities. Assist with coordinating staffing for sick calls.



High school graduate or equivalent

At least three years of Telecommunications switchboard experience

Demonstrates proficiency in the operation of Telephone Operators software and excellent customer service skills.

Knowledge of word and excel

Licensure, Certifications, and Clearances:

  • Act 34 with renewal

  • UPMC is an Equal Opportunity Employer/Disability/Veteran

COVID-19 Vaccination Information:

Individuals hired into this role must comply with UPMC’s COVID vaccination requirements upon beginning employment with UPMC. Refer to the COVID-19 Vaccination Information section at the top of this page to learn more.

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