Temporary Customer Service Representative (Onsite)

UPMC; Pittsburgh (Allegheny County); On-site; USD 23,000 - 32,000; Full time

Job summary

UPMC Health Plan is seeking a Temporary Health Care Concierge to join the Member Services Team on-site at Harbor Gardens in Pittsburgh. You will respond to member inquiries by phone, email, and chat, explain benefits and coverage, and document interactions while maintaining accuracy and empathy.

The role is 100% call center based, with 8-hour shifts, daytime and some evenings, plus overtime and holiday coverage. Paid training prior to start ensures thorough onboarding and knowledge transfer.

Qualifications

• High school diploma required; college degree preferred.
• Minimum of 2 years of customer service and/or call center experience.
• Proficient in typing and writing skills.
• Ability to make independent decisions.
• Knowledge of Microsoft Office and Excel.
• Complex analytical skills to evaluate customer inquiries.
• Demonstrates good organizational skills.
• Desire to help others and show empathy.
• Ability to learn complex health plan information.
• Flexibility in work schedule.
• Act 34 with renewal.

Responsibilities

• Respond to high volumes of incoming calls, emails, and chats from members and providers.
• Help members understand benefits, claims, prior authorizations, billing, and coverage details.
• Resolve issues accurately and efficiently to avoid repeat calls.
• Document all interactions while listening and responding in real time.
• Navigate multiple computer systems at once.
• Make outbound follow‑up calls when needed.
• Stay informed on policies, products, and system updates.
• Deliver professional, empathetic service- every call, every time.

Skills

Typing

Independent decision making

Analytical skills

Organizational skills

Empathy

Learning agility

Flexibility

Education

High school diploma or equivalent

College degree preferred

Tools

Microsoft Office

Excel

Job description

UPMC Health Plan is hiring temporary staff to join our Member Services Team as a Temporary Health Care Concierge, the voice of UPMC Health Plan. In this role, you’ll help members understand their health coverage, solve problems, and navigate their benefits with confidence.

This is a high-volume, 100% phone-based role where you’ll spend your entire scheduled shift assisting members back-to-back in a highly technical, fast-paced call center environment providing clear, compassionate, and knowledgeable support.

This is a fully onsite position.

What You’ll Do

• Respond to high volumes of incoming calls, emails, and chats from members and providers

• Help members understand benefits, claims, prior authorizations, billing, and coverage details

• Resolve issues accurately and efficiently to avoid repeat calls

• Document all interactions while listening and responding in real time

• Navigate multiple computer systems at once

• Make outbound follow‑up calls when needed

• Stay informed on policies, products, and system updates

• Deliver professional, empathetic service- every call, every time

What You Need to Know:

• Pay: Set Rate of $20

• Hours of Operation: Monday- Friday, 8:00 AM – 8:00 PM

• Schedule: Must be available to work an 8-hour shift which includes daylight and evening shifts

• Mandatory Overtime: 30-90 minutes of mandatory overtime per day, scheduled weekly

• Holiday Coverage: Availability to work certain holidays is required, including New Year’s Day and Martin Luther King Jr. Day

• Location: In-person at Harbor Gardens (1650 Metropolitan Street, Pittsburgh, PA 15233)

• Training: M-F, 8 am – 4 pm: In-person, Paid, comprehensive on-the-job training provided

• High school diploma or equivalent required. College degree preferred.

• Minimum of 2 years of customer service and/or call center experience.

• Proficient in typing and 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 with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran