Job details
Job type full-time
Full job description
Description
Upmc health plan has an exciting opportunity for a health care concierge, associate position in the government dental departmentThis is a work from home position with offices located in the steel towerThis is a full time position working various shifts including nights and weekends.
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.
Qualifications
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.
Licensure, certifications, and clearances:
Upmc is an equal opportunity employer/disability/veteran
