Temporary Call Center Agent- Medicare/SNP Sales
Job description

Description

Shape the world of health care by joining UPMC! As a leader in the industry, we are committed to enhancing the lives of all who are a part of our community. Without our employees, we would not be able to innovate health care for our patients and health plan members. From hospitals to our corporate office, all UPMC employees impact our mission of creating life changing medicine. To continue our tradition of excellence, we are in search for a Temporary Call Center Agent to join this community as well.

Are you an advocate of high-quality customer service and have previous direct service or call center experience? If so, this opportunity may be for you! In this six-month assignment, you will provide a critical first impression to callers and help field inquiries regarding our Medicare Advantage products.


This role requires a week/ week and a half in-person training period and then is work from home.

100% remote work, including training, is available to those who are 60+ minutes outside of Pittsburgh.

This role will include answering inbound calls and offering prospective members ways to learn about UPMC For Life, as well as helping our Inside Sales team facilitate member growth by conducting non-cold call outbound campaigns, and by assisting with enrollments done telephonically.



This position would work a variable set schedule between the hours of 8am-8pm, including evenings and weekends as needed. Flexible schedules available! For example- if you are a student, you can work in the morning and after you get back from class etc.

Mandatory training will be provided for all new hires.

Responsibilities:

  • Answer, document, and triage incoming calls as needed from prospective UPMC Health Plan customers to support department sales goals.
  • Conduct outbound service calls from a script in accordance with departmental initiatives.
  • Ability to understand and effectively communicate general information regarding Medicare and Special Needs plan product lines.
  • Manage and document sales lead information in CRM system.
  • Various data entry projects

Qualifications


  • High School graduate or equivalent required; college degree preferred

  • Proficiency in typing, Windows Systems, and MS Office products

  • Ability to make independent decisions required

  • Minimum 6 months direct customer service experience; call center experience preferred

  • Basic analytical skills necessary to evaluate customer needs.

  • Exemplary Customer service skills and professionalism in adherence to UPMC based values.
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Company details

Headquarters

US Steel Building 600 Grant Street Pittsburgh, PA 15219

Employee

10000+

Revenue

more than $10B (USD)

Industry

Health Care

Company Description
A $23 billion health care provider and insurer, Pittsburgh-based UPMC is inventing new models of patient-centered, cost-effective, accountable care. The largest nongovernmental employer in Pennsylvania, UPMC integrates 92,000 employees, 40 hospitals, 700 doctors’ offices and outpatient sites, and a 4 million-member Insurance Services Division, the largest medical insurer in western Pennsylvania. In the most recent fiscal year, UPMC contributed $1.4 billion in benefits to its communities, including more care to the region’s most vulnerable citizens than any other health care institution, and paid more than $800 million in federal, state, and local taxes. Working in close collaboration with the University of Pittsburgh Schools of the Health Sciences, UPMC shares its clinical, managerial, and technological skills worldwide through its innovation and commercialization arm, UPMC Enterprises, and through UPMC International. U.S. News & World Report consistently ranks UPMC Presbyterian Shadyside among the nation’s best hospitals in many specialties and ranks UPMC Children’s Hospital of Pittsburgh on its Honor Roll of America’s Best Children’s Hospitals. For more information, go to UPMC.com.  
Company ratings
  • Overall
    3.5
  • Company & Benefits
    3.5 / 5
  • Culture & Values
    3.3 / 5
  • Career Opportunities
    3.2 / 5
  • Work/Life Balance
    3.4 / 5
  • Senior Management
    3.1 / 5
Company reviews
"Money Hungry"
Current EmployeeMedical Assistant
UPMC is great for patients but not employees - although I work with a great group of doctors and coworkers, I wish it wasn't with UPMC. A brand new fresh out of high school employee makes about a quarter less than me and I have a higher title, trained her and many other, and I've been in the health field for going on 10 years now. They hate giving OT, with insurance copays and testing fees are ridiculous - and you work for the company?! We're not allowed to accept free food or gifts or anything. You have to look a certain way or you're not good enough for "higher status patients". They're greedy and could care less about their employees.

"Unstable work environment "
Former EmployeeCustomer Service Representative
Unstable work environment. Never know what's happening, or what the plan is until it happens. Management does not communicate with you at all! Decent starting wage.

"Nice place to work could pay more"
Current EmployeeRegistered Nurse
No nurse should be making under $30 an hour in Pittsburgh. But I love my unit and management. Patient ratios are not the best night now. Some charge nurses on my unit are amazing, some stick their head in the sand
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"Stressful and unrewarding work"
Former EmployeeConcierge
I worked with UPMC for a few years as a health care concierge. The training is just enough to get you ready to take calls in the call center and then it is essentially trial by fire. The employees are nice enough and they really try to push the "we're a family" sentiment. Lots of unnecessary emails are sent and whenever there's a change in the department everyone becomes a "yes man (or woman)" and accepts the new policy and changes without contest. Sometimes these changes will effect the employees incentives for bonus payout. At first the work does not seem so bad, in the spring and summer months it is more relaxed. Between September and March it is a lot of overtime, 9+ hour days with some weekend work and constant emails asking people to work Saturdays and Sundays. The clientele that call in are often rude and harsh towards the concierges which makes the job difficult. Your hold time, break time, lunch time, not ready time, clock in and clock out are all tracked down to the second. Every second of your day is tracked in the call center program so if you don't do well with micromanaging this may not be the position for you. Similarly, if you are an anxious person or if you don't handle criticism well, I would not recommend this job. Management does their best to support the employees but everything is constantly moving a mile a minute and things/people will get overlooked. Not very organized and more emphasis is put on your stats and what the company wants as opposed to how well you are actually doing your job and servicing the customers. I worked with insurance and the benefits are not the greatest either. There are often issues with the UPMC providers and decisions that are made from higher ups in the company that don't seem based in the care for the ground level employee or the patients. Medication coverages will change throughout the year, providers forget to submit information or check on coverage for services resulting in the patients fronting the cost of medical procedures. Overall, the job itself can be done, but if you are someone who looks to fully complete tasks wants to feel like the work they do is having a positive impact, or wants some semblance of control over your position and work, at the very least this is not the position to apply for.
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