Health Plan Customer Service Representative

Health Plan Customer Service Representative Location Pittsburgh, PA :

Job ID: 230003KH Status: Full-Time Regular/Temporary: Regular Shift: Variable Facility: UPMC Health Plan Department: Retail Innovation Location: 301 S Hills Village, Pittsburgh, PA Union Position: No Salary Range: $ 19.92-33.12 USD

UPMC Health Plan has an exciting opportunity for a Retail Service Sales Associate in the Retail Innovation department. This is a full-time position working various hours including nights and weekends located at the South Hills Village Mall in Pittsburgh, PA. Must have a valid driver's license. Travel may be required. This is an in office position.

The Retail Service and Sales Associate functions as the point of contact at a UPMC Health Plan retail location. This position will work varying locations, days, and shifts including evenings, weekends and holidays. The Retail Service and Sales Associate will create a positive experience for all customers of a UPMC Health Plan retail location. This position will gather appropriate information from each customer, handle basic inquiries, and provide comprehensive service to all prospective and current members. This comprehensive service may include: answering questions about health care laws and reform, providing information about a full range of products and services for individuals seeking coverage for themselves or their family, employers, producers, providers, and Medicare members trying to get the most out of their health coverage, and providing customer service for current members of the plan. The Retail Service and Sales Associate is required to secure and maintain a PA Health and Disability Insurance license.

Responsibilities:

• Coordinate application and enrollment processes, both paper and electronic.
• Maintain strong communication with retail location Manager to ensure they are updated on any outstanding issues or to communicate any concerns or needs.
• Manage inventory of retail location's marketing materials.
• Maintain confidentiality of all visitors and internal UPMC operational information.
• Greet all visitors with a proper salutation and a positive attitude.
• Serve as the liaison between UPMC Health Plan and the customer for administrative and operational issues.
• Maintain retail location (i.e. dusting, cleaning, rubbish removal) to ensure a safe and aesthetic environment.
• Adhere to dress code policy.
• Understand all UPMC Health Plan products, policies, and procedures.
• Participate in projects as assigned by Manager.
• Ensure that every interaction a visitor has is a positive one and implement any service recovery tool necessary to recover from those that aren't.
• Attend meetings and training sessions as necessary.
• Be a Member Advocate to all members to achieve first call resolution and member satisfaction.

Qualifications:

• High school graduate or equivalent required, associate's or bachelor's degree preferred.
• Minimum of 2 years of experience in retail sales, healthcare customer service, or sales account management required; healthcare strongly preferred.
• Sales license, preferred Highly engaging and possesses interactive skills to service customers.
• Excellent written, verbal, and face to face communication skills; including nonverbal communication skills (eye contact, rate of speech, speech tones).
• Ability to use critical thinking skills.
• Ability to anticipate and act in the best interest of customers.
• Ability to present information and ideas to others in an articulate and effective manner.
• Ability to reason through problems, review alternate solutions, and reach sound conclusions.
• Ability to work harmoniously with others.
• Ability to learn new skills, concepts and processes.
• Proactively support multiple retail locations and community events regardless of travel time or scheduled time.
• Demonstrate the ability to work independently in a trustworthy manner.
• Ability to review, investigate, and respond to customer inquiries and complaints.
• Computer skills with proficiency in Microsoft Office including: Word and Excel.

Licensure, Certifications, and Clearances: PA Health and Accident License required within 30 days of hire. A valid driver's License is required.

• Automotive Insurance OR Driver's License OR Insurance Sales License

UPMC is an Equal Opportunity Employer/Disability/Veteran

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