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Health Care Concierge, Associate- Afterhours- Pittsburgh & Eria Areas will be considered

Remote:

Full Remote

Work from:

Pennsylvania (USA), United States

Offer summary

Qualifications:

High school diploma or equivalent, Minimum 2 years customer service or call center experience, Proficient in typing and writing, Knowledge of Microsoft Office and Excel.

Key responsabilities:

Communicate product and benefits info
Provide exemplary customer service
Investigate and document customer inquiries
Attend trainings and meetings as scheduled

UPMC XLarge https://www.upmc.com/

10001 Employees

See more UPMC offers

Job description

UPMC Health Plan has an exciting opportunity for a Health Care Concierge, Associate position in the Afterhours Customer Support department. This is a full-time position working 4:00 p.m. to 12:00 a.m. including weekends. This will be a work from home position, but must be in the Pittsburgh or Erie area.

The Health Care Concierge, Associate services complex health insurance products across our lines of business & acts as an advocate for Health Plan customers (member, provider, facilities, etc.) by providing guidance, interpretation, and education on benefit coverage levels, claims payment and various program inquires.

Responsibilities:

Ability to understand and effectively communicate information regarding a product line or function including benefits and claims information.
Remain current on all departmental policies, procedures, plan benefit designs, and modifications.
Provide exemplary customer service by being proactive and responsive to all UPMC Health Plan customer requests.
Conduct outbound service calls in accordance with departmental initiatives.
Investigate inquiries from UPMC Health Plan customers.
Follow up on and document actions required to service inquiry from UPMC Health Plan members, prospective members and providers.
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.
Manage multiple member inquiries across interaction types including telephonic, fax, online, chat, web messages and email.
Drive First Call Resolution on every inquiry by completing all necessary outreach calls on behalf of the member.
Answer and investigate incoming inquiries from UPMC Health Plan members, prospective members and providers.
High school diploma or equivalent required.
College degree preferred.
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.
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.

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.

Licensure, Certifications, and Clearances: