Customer Service Representative- Afterhours- Member Services- Must be located in Pittsburgh or Su...

Are you a night owl who thrives in the quiet hours and enjoys helping others when they need it most? Join ourMember Services Teamas anAfterhours 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 concerns-providing peace of mind when it matters most.

What You'll Do:

• Serve as thefirst point of contactfor individuals reporting work-related absences or seeking help with benefits like Short-Term Disability, FMLA, ADA, and Workers' Compensation.
• Assist callers withDay One Absence notificationsand help them navigate leave and workplace accommodation processes.
• Provide clear, compassionate support whilerouting inquiriesto the right specialists and escalating concerns when needed.
• Use multiple systems tomultitask efficiently, listen actively, and type accurately-all 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 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 can't interfere with call flow
  A quiet, private, interruptionfree workspace is required for success

Who We're Looking For:

• You're passionate about helping others and delivering exceptional service-especially during off-hours.
• You're detail-oriented, tech-savvy, and thrive in a structured, fast-paced environment.

• You live within90 miles of Pittsburgh or Erieand 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 onsite needs for technology or operational reasons.
• Schedule and Availability:
  • Weekend schedules typically include 1-2 weekends per month, scheduled as either a Saturday or a Sunday
  • Mandatory Overtime:
    • 30-90 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 required-this 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 todayand join a team that's redefining customer service-one call at a time.

• 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