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[New Job Opening] Health Care Concierge, Associate – Intake Coordinator job Vacancy in Remote

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Job Details:
Position Name :
Health Care Concierge, Associate – Intake Coordinator
Location:
Remote
Job ID :
4673b03c28f6e095
Description : Description
UPMC has an opportunity for a Health Care Concierge, Associate – Intake Coordinator in the Afterhours Customer Support department. This is a regular, full-time, remote position. Our standard operating hours are 7 days per week, 7 a.m. – 8 p.m. Employees will work variable shifts within these operating hours which will be assigned by leadership based on department needs. Must be available to work daylight, evening, rotating & weekend shifts which is required.
The HCC/ Intake Coordinator will assist callers with the submission of Day one Absence of client call off’s sending instant notification to employers, Short-Term Disability, ADA, Workplace Accommodations, FMLA, PLOA, Leave Management, Worker’s Compensation or Commercial Worker’s Compensation claims. In addition, they will answer questions, provide information appropriate to these lines of business, direct customer inquiries to the appropriate Specialist and direct customer complaints to the appropriate unit or supervisor.
Responsibilities:
Answering inbound calls and assisting customers who have inquiries or questions regarding Short-Term Disability, Leave Management, Worker’s Compensation or Commercial Worker’s Compensation in a professional manner.
Assisting callers with requesting time off work related and not limited to FMLA/ Sick time.
Assisting callers with submission of FMLA/ PLOA/ADA, Short-Term Disability, Leave Management, Worker’s Compensation or Commercial Worker’s Compensation claims.
Route inbound calls to the appropriate team members across all lines of business.
Completing call logs and call reports as necessary.
Direct customer complaints/ escalations to the appropriate parties or supervisor.
Identifying and escalating priority issues to management in a timely manner.
Ability to research required information using all available resources.
Must be flexible with responsibilities and have an exceptional ability to multitask.
Serve as a mentor and/or coach as assigned for newly hired and existing staff members to ensure service excellence
Maintain confidentiality across all business lines
Managing administration, communication and coordination with internal/external
Work with other members of absence management team to assist with general customer service responsibilities outlined by client specific requirements. ·
Participate in training as well as assist with training of new Intake Team employees when needed. ·
Performs in accordance with system-wide competencies/behaviors.
Performs other duties as assigned.
Qualifications
High school graduate or Associate, or 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.
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:
UPMC is an Equal Opportunity Employer/Disability/Veteran
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