Customer Service Rep CCBH (Part Time)

UPMC; Schumacher; On-site; CAD 30,000 - 50,000; Part time

Job summary

An established industry player is seeking part-time Customer Service Representatives to join their dynamic team. This role involves working in a high-volume Behavioral Health triage call center, where you will handle inbound calls from members and providers. You'll conduct initial crisis triage assessments and ensure seamless transitions to licensed Care Managers when necessary. If you have a passion for helping others and possess strong communication skills, this is an exciting opportunity to make a difference in the lives of individuals seeking support. Join a dedicated team that values exceptional customer service and teamwork!

Qualifications

• Previous call center experience is essential.
• Excellent communication and interpersonal skills are required.

Responsibilities

• Maintain understanding of member benefits and procedures.
• Provide exceptional customer service and handle inquiries.

Skills

Call Center Experience

Communication Skills

Interpersonal Skills

Spanish Proficiency

Behavioral Health Experience

Job description

UPMC Community Care Behavioral Health - Part-Time Customer Service Representative

UPMC Community Care Behavioral Health is seeking part-time Customer Service Representatives to support the CCBH Member Services Department within the Commonwealth of Pennsylvania. Multiple openings are available with various schedules, including daylight, evening, and weekend shifts.

This role requires working holidays, as the CCBH Member Services Department operates 24/7. The position is based in a high-volume Behavioral Health triage call center, handling inbound calls from members and providers. Responsibilities include conducting initial crisis triage assessments and transitioning calls requiring further clinical intervention to licensed Care Managers.

The ideal candidate will have previous call center experience, excellent communication and interpersonal skills, and proficiency in Spanish is a plus. Behavioral health experience is beneficial.

Responsibilities:

1. Maintain comprehensive understanding of member benefits, policies, procedures, and current plan changes.
2. Stay updated on departmental policies, procedures, and benefit plan modifications.
3. Assist members with the complaint process at all levels according to policy.
4. Provide information about Community Care operations and respond to member inquiries, explaining rights and responsibilities.
5. Document inquiries following Community Care Customer Service guidelines.
6. Facilitate members' access to services by scheduling appointments or arranging transportation as needed.
7. Conduct oneself in alignment with the organization's mission and values.
8. Handle member and provider complaints, attempt resolution, and log data.
9. Deliver exceptional customer service by being proactive and responsive.
10. Collaborate with care management and other staff to develop materials, manage projects, and communicate procedures.
11. Coordinate with various organizational areas.
12. Engage in the acquisition or transfer of structured clinical data without clinical evaluation or interpretation.
13. Gather information on access issues and recommend policy or procedural modifications to improve service.
14. Inform members about network updates, benefit changes, and procedural updates.
15. Make outreach calls under supervision and follow up with assigned members.
16. Assess if members need intervention by Care Managers for urgent or emergent situations, following protocol.