Customer Service Rep- Health Care Concierge, Associate - PITT

UPMC•Pittsburgh, PA

3h•Hybrid

About The Position

This role is part of the award-winning Member Services Team as a Health Care Concierge Associate. You will be the voice of the UPMC Health Plan and the University of Pittsburgh. The Health Care Concierge Associate services member inquiries around complex benefits and products offered by the University of Pittsburgh and acts as an advocate for employees, students, and retirees by providing guidance, interpretation, and education on all benefits. This is a phone-based role where you'll be on calls throughout your shift, helping members understand the benefits offered, including health insurance, education benefits, retirement, life insurance, etc. The position is a call center and benefits representative position coordinated with UPMC Health Plan and the University of Pittsburgh’s Benefit Department.

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 connection (Ethernet only) - Minimum 20 Mbps download / 5 Mbps upload
No satellite, hotspot, or DSL connections allowed
Speed test required upon offer acceptance

Nice To Haves

College degree preferred.
Knowledge of Microsoft Office and Excel spreadsheet program preferred.

Responsibilities

Manage multiple member inquiries across interaction types including phone calls and emails from University of Pittsburgh members and prospective members.
Ability to understand and effectively communicate information regarding any benefit offered by the university including health insurance, education benefits, retirement, life insurance, etc.
Remain current on all departmental policies, procedures, plan benefit designs, and modifications.
Provide exemplary customer service by being proactive and responsive to all University of Pittsburgh customer requests.
Conduct outbound service calls in accordance with departmental initiatives.
Investigate inquiries from University of Pittsburgh customers.
Complete daily reports and/or audits timely.
Follow up on and document actions required to service inquiry from University of Pittsburgh members and prospective members.
Service and Document inquires in accordance with UPMC Health Plan Customer Service Center quality guidelines.
Attend all member service meetings, trainings and power summits as scheduled.
Service product lines of business to meet member and department needs.
Drive First Call Resolution on every inquiry by completing all necessary outreach calls on behalf of the member.