Contact Center Specialist I (Myupmc Helpdesk)

University Of Pittsburgh Medical Center Pittsburgh , PA 15201

Posted 2 months ago


Job Summary:

Do you have experience providing customer service? Are you tech savvy? UPMC Corporate Services is hiring full-time Contact Center Specialist Is to help support its MyUPMC Helpdesk department. The department has multiple positions with daylight/evening hours, various days of the week. In this position, you will work out of the Quantum One building in the South Side. A great perk includes work from home options after approximately four to six weeks!

In this role, you will serve as a representative of the customer service center, which provides support for physicians requesting follow-up information on their patients. You will also be responsible for assisting patients in their password resets, as well as monitoring our virtual patient waiting rooms. This employee will engage with the patients and provide them with updates on their wait times.

If you're up for the challenge, apply today!

Demonstrates skills required for success in a mission-critical contact center environment, including making sound judgements under pressure; assimilating a wide variety of information; maintaining knowledge or the ability to access a wide variety of necessary information and ensuring that all calls are recorded for the purposes of risk management and senior management review.Utilizes prescribed Patient Ambassador Certificate (PAC) behaviors during interactions with callers. These include recommended greetings and closings; appropriate fact finding to determine needs and the ability to control and manage the interaction with the caller.Provides First Level Technical Support to users of the MyUPMC product using online resources available. All interactions are appropriately documented in the database and issues are escalated to Second Level Support as appropriate.Monitoring the functionality of all systems at specific intervals during the day to ensure availability to patient users

Processing all new user enrollments; assigning user passwords

Monitoring, resolving and responding to all user inquiries regarding issues with system access or use-problem issues.Communicating directly with users to ensure satisfactory resolution of issues.Logging all issues and resolutions in the Consumer Contact Center CRM Application and generating reports for use of Consumer Contact Center management.Direct calls to the appropriate department as necessary.


  • High school graduate or equivalent.

  • 2 years customer service experience or call center experience required. OR 1 year health insurance call center and claims adjustments experience required.

  • Advanced knowledge of health insurance, third party payor billing requirements, medical terminology and reimbursement practices preferred.

  • Must be able to maintain confidential information.

  • Excellent organizational, interpersonal and communication skills.

  • Competent in MS Office/PC skills.

  • Must be able to make appropriate decisions based on the circumstances as well as established protocols.

  • Must have strong interpersonal, organizational, and communication skills and be able to remain professional and courteous when dealing with sensitive issues and stressful circumstances.

  • Detail Oriented.

Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran

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Contact Center Specialist I (Myupmc Helpdesk)

University Of Pittsburgh Medical Center