Call Center Associate

We are looking for motivated candidates who demonstrate leadership at every level to join our team. Must be a Pennsylvania Resident. The start date for this position is March 3rd, 2025. Bilingual Abilities are a PLUS! (Spanish) Perks Include: ? Paid training ? 6 paid holidays, 5 days PTO, after completion of 720 hours on the job ? Starting at $17.00 per hour ? Yearly raises based on Key Performance Indicators (KPIs) ? Day shift hours, Monday through Friday Job Purpose: 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. 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. Responsibilities: ? 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.