Call Center Associate

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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