Consumer Service Concierge Lead

Job Summary

To support the Customer Service department, the full-time Consumer Service Concierge Lead will act as the first point of contact for patients and insurance companies, providing guidance on billing and claims while ensuring patient satisfaction in a remote work environment.

Key responsibilities:

• Answer multi-line telephone inquiries, focusing on patient satisfaction and first call resolution regarding billing and self-pay concerns
• Review and verify patient demographic, financial, and insurance information to maintain data integrity and resolve inquiries from patients and insurance carriers
• Lead the resolution of complex escalated issues, assist in training new staff, and monitor departmental standards while reporting trends to management

Required qualifications:

• High School Diploma or equivalent
• One year of general customer service experience, with at least six months in a call center environment
• Six months of experience at UPMC as a Consumer Service Concierge or Senior, or two years of call center experience
• Act 34 clearance