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 UPMC.com/coronavirus.

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Relationship Manager - eBenefits

Description

Purpose:
The Client Engagement Manager, reporting to the Director, eBenefits Account Management will ensure client relationship maintains a positive relationships and ensuring retention. As a Client Engagement Manager, this individual will advocate and be the point of contact for client inquires, issues, support sales for new business and renewals. This individual will collaborate with team members to ensure customer success and work internally to resolve all client issues. The Client Engagement Manager will implement new technology and programs to meet all customer needs and UPMC eBenefits initiatives.

Responsibilities:

  • Collaborate with team members to ensure customer success and work internally to resolve all client issuesEnsures quality customer service
  • Support contract management through the renewal process
  • Support sales for new business and renewals by identifying cross selling opportunities
  • Drive customer engagement to address gaps in serviceManage all contact including inbound calls, outreach calls, written communication, and online interactions via web messaging, online chat, and email
  • Drive one contact resolution on every interaction
  • Implement improvements based on customer survey data and feedback Ability to provide all regular reporting and auditing needs for current clients Assist CSM in troubleshooting and resolving minor issues (i.e. issues that do not require configuration changes)
  • Tracking and trending all customer feedback; drive improvements throughout the business that will improve and enhance the customer experience Plan and participate in events that benefit our customers' community Creatively find solutions that will meet customer needs
  • Ensure the customer experience is at an excellent level through all methods of communication and interaction
  • Detail oriented; ability to prioritize workload; ability to work independently; exceptional excel skills Evaluate performance based on customer feedback, reporting tools, quality audit reports, and call observation Create custom reporting as needed or defined by contracts
  • Understands the product, platform, functionality and processes. Manage client request and change control process for client requested changesResolve minor, expected issues without assistance

 

Qualifications

  • Bachelor's Degree preferred or equivalent experience
  • 5 years in a customer service leadership or healthcare leadership role
  • Ability to manage client relationships; field criticism and complaints, escalate as required
  • Ability to prioritize and utilize contact technology to manage volume in a busy environment, or driving production of proactive outreach during low contact volume periods
  • Service Excellence as a way of thinking and the attitude that is portrayed
  • Ability to help others embrace the spirit of service
  • Leadership skills to manage and motivate team members to provide a high level of service excellence
  • Proven success in finding innovative solutions to enhance the customer experience
  • Ability to multi task and prioritize work and projects in a fast paced and changing work environment
  • Demonstrated ability and interpersonal skills to effectively influence others to accomplish business objectives


Licensure, Certifications, and Clearances:

  • Act 34

  • 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

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