Customer Service Representative- Health Care Concierge - Must be located in Pittsburgh, Erie or Surr

Health Care ConciergeMake a difference every day by supporting members during some of their most important moments. Join our award-winning Member Services Team as a Health Care Concierge, the voice of UPMC Health Plan. In this role, you'll help members understand their health coverage, solve problems, and navigate their benefits with confidence.This is a high-volume, phone-based role where you'll spend most of your day on calls, providing clear, compassionate, and knowledgeable support.What You'll DoRespond to high volumes of incoming calls, emails, and chats from members and providersHelp members understand benefits, claims, prior authorizations, billing, and coverage detailsResolve issues accurately and efficiently to avoid repeat callsDocument all interactions while listening and responding in real timeNavigate multiple computer systems at onceMake outbound follow-up calls when neededStay informed on policies, products, and system updatesDeliver professional, empathetic service—every call, every timeWhat Makes This Role Challenging and RewardingAs an HCCA, you'll become an expert across many areas of health insurance. No two calls are the same, you may shift from claims questions to provider searches to complex benefits conversations within minutes. Success requires staying focused, thinking critically, and handling constant change.You'll need strong:Multitasking skills — typing and documenting while listening, talking, and problem-solvingComputer proficiency — navigating multiple screens, tools, and systems accurately and quicklyAdaptability — switching between a wide range of call types throughout the dayComposure under pressure — managing difficult conversations with empathy and professionalismCommunication skills — breaking down complex insurance terms into easy, supportive explanationsPlease note: You will spend the entire day working on a computer while managing back-to-back calls. Accuracy, focus, and attention to detail are essential in this fast-paced environment.Work Environment ExpectationsTo deliver the level of service our members deserve, this role requires continuous focus and minimal distractions.Because this is a fast-paced, high-volume phone position:Interruptions, competing responsibilities, or background noise can't interfere with call flowA quiet, private, interruption-free workspace is required for successWhat You Need to KnowPay: Set rate of $20.70/hourHours of Operation: 7 days a week, 8:00 AM – 8:00 PMLocation: Must live within 90 miles of Pittsburgh or ErieWork Environment: Hybrid Role: Remote day-to-day work with occasional on-site needs for technology or operational reasons. Schedule: You will be assigned variable 8-hour shifts, which includes daylight, evening, and rotating weekendsWeekend schedules typically include 1–2 weekends per month, scheduled as either a Saturday or a SundayMandatory Overtime:30–90 minutes of mandatory overtime per day, scheduled weeklyHoliday Coverage:Availability to work certain holidays is required, including New Year's Day and Martin Luther King Jr. DayTraining: Paid, comprehensive on-the-job trainingGrowth: Full benefits + a clear path for development and advancementInternet Requirements for Remote WorkWired Ethernet connection requiredMinimum speeds: 20 Mbps download / 5 Mbps uploadSatellite, hotspot, or DSL not permittedSpeed test required after offer acceptanceIf you're looking for a role where you can make a real impact—and you thrive in a dynamic, fast-paced environment—we'd love to meet you. Apply today and help us make a difference in the lives of our members.High school diploma or equivalent required. College degree preferred.Minimum of 2 years of customer service and/or call center experience.Proficient in typing and 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:Act 34 with renewalUPMC is an Equal Opportunity Employer/Disability/Veteran