UPMC Health Plan is hiring a full time Manager, Producer Relations for their Sales-Account Management Admin Department. This position is responsible for the management of producer relations between UPMC Health Plan and the broker community. In this role, you will assume responsibility for providing operational management of the Producer Relations team. This includes the daily supervision and development of the Broker Operations team and the Supervisor of Producer Relations and Commission. You will be responsible for team attainment of quality, production and turnaround time goals and ensures excellent customer satisfaction for both internal and external customers. You will act as an advocate for the Health Plan when engaging with brokers and producers by providing guidance, interpretation and education on policies and procedures as it relates to BORs and commission. In addition, you will serve as a mentor and coach for newly hired staff members as well as can review, investigate, and respond to inquires/complaints by the broker community. 
Responsibilities:

• Serve as a role model of service excellence by ensuring adherence to established operational standards related to timeliness, accuracy and customer service. Serve as a role model by providing quality services that are responsive to client needs and proactive in scope.
• Respond to the needs of the broker community with courtesy, respect, and a positive outlook that reflects the team effort of the department. Manage the day-to-day operations of the producer relations process. This includes ensuring compliance with internal and regulatory standards and resolving issues in a comprehensive manner.
• Manage the timeliness and accuracy of BOR requests. Ensures all broker inquires/complaints are investigated, documented and responded to in a timely manner.
• Provide exemplary customer service by being proactive and responsive to the UPMC Health Plan broker community.
• Continually examine team performance, provide feedback, make recommendations and implement action plans to meet quality and production expectations.
• Establish effective workflow to facilitate communication and teamwork between departments.
• Supervise and develop team members. Develop/enhance career paths for all levels within the Producer Relations team. Work cooperatively with internal departments in the identification of process improvement and development of departmental efficiencies.
• Allocate resources to ensure attainment of all performance standards.
• Participate in interviewing, hiring and training of team members. 
• Trains new and existing employees on departmental policies and procedures. Prepare employee performance evaluations and participate in merit increase process. Conduct team meetings and provide information to team members in a timely manner. 
• Assist in the development/refinement of policies and procedures.
• Assist in budget preparation.
• Maintain a positive work environment through employee recognition and interaction.
• Performs in accordance with system-wide competencies/behaviors. Ability to understand and effectively communicate information regarding multiple or complex product line or function.