Customer Service Representative- Health Care Concierge - Hybrid

UPMC • Erie, PA

1d • Hybrid

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 full time, hybrid position. Must be located in or around Pittsburgh, PA to be considered. 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.

Requirements

• High school diploma or equivalent required.
• Minimum of 2 years of customer service and/or call center experience.
• Proficient in typing required.
• Proficient 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

Nice To Haves

• College degree preferred.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED