Customer Service Representative- Health Care Concierge - Hybrid

UPMC•Erie, PA

3h•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 within 50 miles of Pittsburgh or Erie, PA to be considered. This is a high-volume, 100%25 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.
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