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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   Current UPMC employees must apply in HR Direct

Supervisor, Member Engagement

Description

UPMC has an exciting opportunity for a Supervisor, Member Engagement position in the Member Services department.  This will be a full time position working Monday through Friday between the hours of 8:00 a.m. to 8:00 p.m., Saturday 8:00 a.m. to 3:00 p.m. with Sunday flexibility.  This will be a work from home position with flexibility to report to the office located in Pittsburgh, PA. 

The Supervisor, Member Engagement will support all Customer Service Reps by facilitating the team attainment of quality, production and turnaround time goals. Ensure excellent for both internal and external customers - Effectively monitor calls queues and volumes to support the team's success.

Responsibilities:

  • Supervise and develop team members.
  • Allocate resources to ensure attainment of all performance standards Travel to various call center locations.
  • Monitor the SharePoint for call completion and provide suggestions for facilitate improvement.
  • Gather coaching feedback from representatives.
  • Communicate with all product managers, supervisors and team leaders.
  • Participate in interviewing, hiring and training of team members.
  • Prepare employee performance evaluations and participate in merit increase process.
  • Conduct team meetings and provide information to team members in a timely manner.
  • Maintain employee and insured confidentiality.
  • Analyze available reports to assist in attainment of performance standards, identify root cause of potential or existing problems.
  • Maintain a positive work environment through employee recognition and interaction.
  • Allocate resources to ensure attainment of all performance standards.
  • Establish effective workflow to facilitate communication and teamwork between departments.
  • Assist in the resolution of product inquiries, provide expert interpretation and system support.
  • Support other departments as requested during periods of backlogs.
  • Assist in the development/refinement of policies and procedures.
  • Interface with customers via telephone, correspondence and/or in person to answer inquiries, resolve concerns and ensure customer satisfaction.
  • Maintain and assist with employee timecard and Kronos oversight.

 

Qualifications

  • High school graduate.
  • 3-5 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.
  • Experience in training and/or coaching staff required.
  • Excellent organizational, interpersonal and communication skills.
  • Knowledge of UPMC Health Plan products preferred.
  • Strong analytical ability.
  • Keyboard dexterity.
  • Competent in MS Office and PC skills required.
  • Complete and thorough understanding of 'Excellence in Service' requirements.
  • Within one year from date of hire or date of transfer into position, completion of UPMC HP Member Services Pathway to Leadership and receipt of certificate of completion is required.


Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran

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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