Health Care Concierge, Associate- Must be located in Pittsburgh or Surrounding area

Health Care Customer Service, Associate

The UPMC Health Plan Member Services Team is currently hiring Health Care Customer Service Associates to be advocates for our members and to proudly wear the badge of UPMC Health Plan. With a close-knit work environment and a dedicated culture of service excellence, our Member Services Team educates and guides our members through coverage, claims, and other program inquiries. UPMC Health Plan is proud to be an award-winning organization recognized for its commitment to excellence. This success is driven by the compassionate attention and expert support for our members every time they connect with our dedicated Health Care Customer Service Associates.

Despite the pay range listed, the current budget for this position is $19.10-$20.70/hr. Our employees receive comprehensive benefits and a defined career path for growth and advancement. We have a comprehensive on-the-job training program.

Employees for this role should reside within 90 miles of Pittsburgh or Erie. Our standard operating hours are 7 days per week, 8 a.m. - 8 p.m. Employees will work variable shifts within these operating hours. Must be available to work daylight, evening, rotating & weekend shifts, which is required.

Employees will have the opportunity to work from home and complete a comprehensive on-the-job training program. In-office opportunities are available if preferred.

What a Health Care Customer Service, Associate does:

This is a challenging position that requires great multitasking skills, quick thinking, and the ability to stay focused while working on a computer and helping our members at the same time!

• Help members with their health insurance questions, like what's covered and how to use their plan.
• Answer phone calls, emails, and chats from members, potential members, and doctors' offices.
• Explain things clearly and simply, like how to check on a claim or what a benefit includes.
• Solve problems quickly, so members don't have to call back for the same issue.
• Research and investigate details about claims, benefits, or issues to give accurate answers and solutions.
• Call members back if more information is needed to finish helping them.
• Keep track of all the conversations and actions in a computer system to make sure everything is documented.
• Navigate multiple computer systems and tools at the same time while helping members on the phone.
• Juggle different tasks, stay organized, and stay calm in a fast-paced and sometimes stressful environment.
• Learn about any changes to health plans or company rules to stay up-to-date.
• Work as a team and attend training sessions to keep improving skills.
• Call members when needed to provide helpful updates or reminders.
• Be kind, patient, and supportive to make every member feel cared for and valued.

Join our award-winning family. Apply today to become a Health Care Customer Service, Associate!

Minimum Internet Service Requirements

Minimum speed and latency requirements:

• 20 mbits download or greater.
• 5 mbits upload or greater.
• Less than 50ms ping, and under 10 ms jitter.

The Following types of internet services are not compatible/not allowed:

• Satellite
• Hotspot/cell phone
• DSL

The equipment must be connected directly to the internet modem/router with an ethernet cable. WiFi, network extenders, Powerline adapters, and other adapters are not allowed. A speed test will also be required upon accepting an offer.

• High school diploma or equivalent required. College degree preferred.
• Minimum of 2 years of customer service and/or call center experience.
• Proficient in typing and writing skills required.
• Ability to make independent decisions required.
• Knowledge of Microsoft Office and Excel spreadsheet program preferred.
• Complex analytical skills necessary to evaluate customer inquiries.
• Demonstrates good organizational skills.
• A desire to help others and portray empathy in all situations.
• Ability to learn complex health plan information.
• Demonstrate flexibility and motivation to learn & grow in the position.
• Flexibility in work schedule. Licensure, Certifications, and Clearances:
• Act 34 with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran