Description:
Answer and investigate incoming inquiries from UPMC Health Plan members, prospective members and providers.
Drive First Call Resolution on every inquiry by completing all necessary outreach calls on behalf of the member.
Manage multiple member inquiries across interaction types including telephonic, fax, online, chat, web messages and email.
Service product lines of business to meet member and department needs.
Attend all member service meetings, trainings and power summits as scheduled.
Service and Document inquires in accordance with UPMC Health Plan Customer Service Center quality guidelines.
Follow up on and document actions required to service inquiry from UPMC Health Plan members, prospective members and providers.
Investigate inquiries from UPMC Health Plan customers.
Conduct outbound service calls in accordance with departmental initiatives.
Provide exemplary customer service by being proactive and responsive to all UPMC Health Plan customer… requests.
Remain current on all departmental policies, procedures, plan benefit designs, and modifications.
Ability to understand and effectively communicate information regarding a product line or function including benefits and claims information.
Requirements:
High school graduate or Associate, or 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.
Benefits:
Paid training
6 paid holidays, 5 days PTO, after completion of 720 hours on the job
Yearly raises based on Key Performance Indicators (KPIs)
Day shift hours, Monday through Saturday