Call Center Associate

November 3

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American Personnel Managers & Consultants Inc

customer service β€’ training β€’ project management β€’ recruiting β€’ staffing

1 - 10

Description

β€’ Answer and investigate incoming inquiries from UPMC Health Plan members, prospective members and providers. β€’ Drive First Call Resolution on every inquiry by completing all necessary outreach calls on behalf of the member. β€’ Manage multiple member inquiries across interaction types including telephonic, fax, online, chat, web messages and email. β€’ Service product lines of business to meet member and department needs. β€’ Attend all member service meetings, trainings and power summits as scheduled. β€’ Service and Document inquires in accordance with UPMC Health Plan Customer Service Center quality guidelines. β€’ Follow up on and document actions required to service inquiry from UPMC Health Plan members, prospective members and providers. β€’ Investigate inquiries from UPMC Health Plan customers. β€’ Conduct outbound service calls in accordance with departmental initiatives. β€’ Provide exemplary customer service by being proactive and responsive to all UPMC Health Plan customer requests. β€’ Remain current on all departmental policies, procedures, plan benefit designs, and modifications. β€’ Ability to understand and effectively communicate information regarding a product line or function including benefits and claims information.

Requirements

β€’ High school graduate or Associate, or college degree preferred. β€’ Minimum of 2 years of customer service and/or call center experience. β€’ Proficient in typing required. β€’ Proficient writing skills required. β€’ Ability to make independent decisions required. β€’ Knowledge of Microsoft Office and Excel spreadsheet program preferred. β€’ Complex analytical skills necessary to evaluate customer inquiries. β€’ Demonstrates good organizational skills. β€’ A desire to help others and portray empathy in all situations. β€’ Ability to learn complex health plan information. β€’ Demonstrate flexibility and motivation to learn & grow in the position. β€’ Flexibility in work schedule.

Benefits

β€’ Paid training β€’ 6 paid holidays, 5 days PTO, after completion of 720 hours on the job β€’ Yearly raises based on Key Performance Indicators (KPIs) β€’ Day shift hours, Monday through Saturday

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