About The Position
Make a difference every day by supporting members during some of their most important moments. Join our award‑winning Member Services Team as a Health Care Concierge, the voice of UPMC Health Plan. In this role, you’ll help members understand their health coverage, solve problems, and navigate their benefits with confidence. This is a high‑volume, 100% phone‑based role where you’ll spend your entire scheduled shift assisting members back‑to‑back in a highly technical, fast‑paced call center environment providing clear, compassionate, and knowledgeable support. As an HCCA, you’ll become an expert across many areas of health insurance. No two calls are the same, you may shift from claims questions to provider searches to complex benefits conversations within minutes. Success requires staying focused, thinking critically, and handling constant change. You’ll need strong multitasking skills — typing and documenting while listening, talking, and problem‑solving; computer proficiency — navigating multiple screens, tools, and systems accurately and quickly; adaptability — switching between a wide range of call types throughout the day; composure under pressure — managing difficult conversations with empathy and professionalism; and communication skills — breaking down complex insurance terms into easy, supportive explanations. Please note: You will spend the entire day working on a computer while managing back‑to‑back calls. Accuracy, focus, and attention to detail are essential in this fast‑paced environment.
Requirements
- High school diploma or equivalent required.
- 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.
- 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.
- Wired Ethernet connection required
- Minimum speeds: 20 Mbps download / 5 Mbps upload
- Satellite, hotspot, or DSL not permitted
- Speed test required after offer acceptance
- Act 34 with renewal
Nice To Haves
- Knowledge of Microsoft Office and Excel spreadsheet program preferred.
Responsibilities
- Respond to high volumes of incoming calls, emails, and chats from members and providers
- Help members understand benefits, claims, prior authorizations, billing, and coverage details
- Resolve issues accurately and efficiently to avoid repeat calls
- Document all interactions while listening and responding in real time
- Navigate multiple computer systems at once
- Make outbound follow‑up calls when needed
- Stay informed on policies, products, and system updates
- Deliver professional, empathetic service—every call, every time
Benefits
- Full benefits
- a clear path for development and advancement
- Paid, comprehensive on‑the‑job training
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
