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
