Customer Service Rep- Health Care Concierge, Associate - Afterhours

UPMC; Pittsburgh (Allegheny County); Hybrid; USD 42,000 - 50,000; Full time

Job summary

UPMC seeks an Afterhours Health Care Concierge Associate to serve as the first contact for members seeking support outside standard hours. You will assist with absences, leave programs, benefits, and health care resources, delivering compassionate service while ensuring accurate documentation and confidentiality.

The role emphasizes navigating complex processes, documenting interactions in real time, and maintaining a calm, empathetic demeanor during critical moments for a high-volume, hybrid

Qualifications

• Minimum of 2 years of customer service and/or call center experience.
• High school diploma or equivalent; college degree preferred.
• Proficient in typing and writing.
• Ability to learn complex health plan information; strong problem-solving and organizational skills.
• Live within 50 miles of Pittsburgh or Erie; available for a 24/7 operation.
• Hybrid role; remote day-to-day work with occasional on-site needs.
• Excellent communication and empathy in afterhours service.
• Knowledge of Microsoft Office and Excel preferred.

Responsibilities

• Serve as the first point of contact for employees and members reporting work-related absences and benefit inquiries.
• Provide support for Day One Absence reporting, STD, FMLA, ADA accommodations, Workers' Compensation, and workplace programs.
• Guide callers through processes with professionalism, empathy, and clear communication; elevate inquiries when needed.
• Accurately document member interactions in real time and navigate multiple systems.
• Follow established procedures, workflows, and compliance requirements while maintaining confidentiality.

Skills

Customer service

Typing

Writing skills

Problem solving

Communication

Empathy

Multitasking

Attention to detail

Education

High school diploma or equivalent

College degree preferred

Tools

Microsoft Office

Excel

Job description

As an Afterhours Health Care Concierge Associate, you will serve as the first point of contact for individuals seeking support outside of standard business hours. In this role, you will provide knowledgeable, compassionate assistance while helping callers navigate work‑related absences, leave programs, benefits, and healthcare‑related resources. Your ability to deliver exceptional service, maintain accuracy, and offer reassurance during critical moments will have a direct impact on the member experience.

Member Support & Service

• Serve as the first point of contact for employees and members reporting work-related absences and benefit-related inquiries.
• Provide support for:
  • Day One Absence reporting
  • Short-Term Disability (STD)
  • Family and Medical Leave Act (FMLA)
  • Americans with Disabilities Act (ADA) accommodations
  • Workers' Compensation claims
  • Workplace accommodations and related programs
• Guide callers through complex processes with professionalism, empathy, and clear communication.
• Accurately assess caller needs and elevate inquiries to the appropriate specialist or department when necessary.
• Deliver a positive, member-focused experience during every interaction.

Documentation & System Navigation

• Navigate multiple computer systems simultaneously while managing high call volumes.
• Accurately document member interactions in real time.
• Follow established procedures, workflows, and compliance requirements.
• Maintain confidentiality and protect sensitive information in accordance with company policies.

Work Environment Expectations

This is a fast-paced, high-volume contact center role requiring continuous computer use and back-to-back phone interactions throughout the workday.

To be successful in this position, candidates must be able to:

• Maintain focus and attention to detail for extended periods.
• Work efficiently in a structured, production-driven environment.
• Manage multiple systems and tasks simultaneously while speaking with callers.
• Maintain a quiet, private, and distraction-free workspace.
• Ensure interruptions, background noise, or competing responsibilities do not interfere with service delivery.

Preferred Qualifications

• Experience supporting leave management programs, disability benefits, workers' compensation, or healthcare services.
• Experience in a high-volume contact center environment.
• Knowledge of FMLA, ADA, absence management, or benefit administration processes.

We are seeking individuals who:

• Are passionate about helping others and delivering exceptional customer service, especially during afterhours operations.
• Thrive in a structured, fast-paced environment.
• Demonstrate strong problem-solving and critical-thinking skills.
• Are detail-oriented, dependable, and technologically proficient.
• Can remain calm and confident while assisting callers during challenging situations.
• Live within 50 miles of Pittsburgh or Erie and are available to support a 24/7 operation.

What you Need to Know

• Pay: Set Rate of $20.70/hour
• Shift: 4:00 PM – 12:00 AM
• Schedule and Availability: One weekend day will be part of your regular schedule.
• Location: Must live within 50 miles of Pittsburgh or Erie
• Work Environment: Hybrid Role: Remote day-to-day work with occasional on‑site needs for technology or operational reasons.
• Training: Takes place during your 4pm-12am 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.
• 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.
• 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:

ACT 34

UPMC is an Equal Opportunity Employer/Disability/Veteran