Afterhours Health Care Concierge Associate

Are you a night owl who thrives in the quiet hours and enjoys helping others when they need it most? Join our Member Services Team as an Afterhours Health Care Concierge Associate, where your compassion and expertise will shine during our evening operations.

At UPMC Health Plan, we believe exceptional service doesn't stop at 5 PM. Our Afterhours team plays a vital role in supporting members and employees during times when most others are offline. You'll be the calm, confident voice guiding callers through coverage questions, claims, and leave-related concernsproviding peace of mind when it matters most.

What You'll Do:

• Serve as the first point of contact for individuals reporting work-related absences or seeking help with benefits like Short-Term Disability, FMLA, ADA, and Workers' Compensation.
• Assist callers with Day One Absence notifications and help them navigate leave and workplace accommodation processes.
• Provide clear, compassionate support while routing inquiries to the right specialists and escalating concerns when needed.
• Use multiple systems to multitask efficiently, listen actively, and type accuratelyall while maintaining high-quality service in a fast-paced, afterhours environment.
• Represent UPMC Health Plan with professionalism and empathy, ensuring every interaction reflects our commitment to excellence.

What Makes This Role Challenging and Rewarding

As 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-solving
• 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 back-to-back calls. Accuracy, focus, and attention to detail are essential in this fast-paced 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 fast-paced, high-volume phone position:
• Interruptions, competing responsibilities, or background noise can't interfere with call flow. A quiet, private, interruption-free workspace is required for success

Who We're Looking For:

• You're passionate about helping others and delivering exceptional serviceespecially during off-hours.
• You're detail-oriented, tech-savvy, and thrive in a structured, fast-paced environment.
• You live within 90 miles of Pittsburgh or Erie and are ready to be part of a 24/7 operation.

What You Need to Know:

• Pay: Set rate of $20.70/hour
• Shift: 4:00 PM 12:00 AM
• Location: Must live within 90 miles of Pittsburgh or Erie
• Work Environment: Hybrid role: remote day-to-day work with occasional on-site needs for technology or operational reasons.
• Schedule and Availability:
  • 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 Year's Day and Martin Luther King Jr. Day
• Training: Takes place during daylight hours (typically 8:00 AM 5:00 PM), regardless of your assigned shift.
• Holidays: Availability requiredthis is a 365-day operation.
• Overtime: May range from 30 to 90 minutes/day, including 9-hour Mondays. Advance notice provided by the Wednesday before the work week.

If you're ready to be the voice of support when it's needed most, apply today and join a team that's redefining customer serviceone call at a time.

Qualifications:

• High school diploma or equivalent required. 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.
• Flexibility in work schedule.Licensure, Certifications, and Clearances:
• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran