Make a difference every day by supporting members during some of their most important moments. Join our awardwinning Member Services Team as a Health Care Concierge, the voice of UPMC Health Plan. In this role, youll help members understand their health coverage, solve problems, and navigate their benefits with confidence. This is a highvolume, phonebased role where youll spend most of your day on calls, providing clear, compassionate, and knowledgeable support. What Youll Do. Respond to high volumes of incoming calls, emails, and chats from members and providers. Help members understand benefits, claims, prior authorizations, billing, and coverage details. Resolve issues accurately and efficiently to avoid repeat calls. Document all interactions while listening and responding in real time. Navigate multiple computer systems at once. Make outbound followup calls when needed. Stay informed on policies, products, and system updates. Deliver professional, empathetic serviceevery call, every time. What Makes This Role Challenging and Rewarding. As an HCCA, youll 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. Youll need strong:Multitasking skills typing and documenting while listening, talking, and problemsolving. Computer proficiency navigating multiple screens, tools, and systems accurately and quickly. Adaptability switching between a wide range of call types throughout the day. Composure under pressure managing difficult conversations with empathy and professionalism. Communication skills breaking down complex insurance terms into easy, supportive explanations. Please note: You will spend the entire day working on a computer while managing backtoback calls. Accuracy, focus, and attention to detail are essential in this fastpaced environment. Work Environment Expectations. To deliver the level of service our members deserve, this role requires continuous focus and minimal distractions. Because this is a fastpaced, highvolume phone position:Interruptions, competing responsibilities, or background noise cant interfere with call flow. A quiet, private, interruptionfree workspace is required for success. What You Need to Know. Pay: Set rate of $20.70/hour. Hours of Operation: 7 days a week, 8:00 AM 8:00 PM - Location: Must live within 90 miles of Pittsburgh or Erie. Work Environment: Hybrid Role: Remote day-to-day work with occasional onsite needs for technology or operational reasons. Schedule: You will be assigned variable 8 hour shifts, which includes daylight, evening, and rotating weekends. Weekend schedules typically include 12 weekends per month, scheduled as either a Saturday or a Sunday. Mandatory Overtime:3090 minutes of mandatory overtime per day, scheduled weekly. Holiday Coverage:Availability to work certain holidays is required, including New Years Day and Martin Luther King Jr. Day. Training: Paid, comprehensive onthejob training. Growth: Full benefits a clear path for development and advancement. Internet Requirements for Remote Work. Wired Ethernet connection required. Minimum speeds: 20 Mbps download / 5 Mbps upload. Satellite, hotspot, or DSL not permitted. Speed test required after offer acceptance. If youre looking for a role where you can make a real impactand you thrive in a dynamic, fastpaced environmentwed 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 renewal