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By | April 13, 2022

Job Responsibilities : Customer Service Rep CCBH- Pittsburgh

Salary : $14 per hour

Company : UPMC

Location : Remote US

Educational requirements : High School


  • Maintains comprehensive understanding of member benefits covered benefits limitations exclusions policies and procedures computer screens and code definitions and maintains current awareness of plan changes and developments.
  • Remain current on all departmental policies; procedures plan benefit designs and modifications.
  • Coordinates members’ use of the complaint process and assists Members as needed at all levels of the complaint process according to policy.
  • Provides information regarding Community Care operations and answers any questions.
  • Responds to member inquiries and describes member rights and responsibilities.
  • Document inquiries in accordance with Community Care Customer Service guidelines.
  • May engage in the acquisition or transfer of structured clinical data but does not engage in any activities that involve clinical evaluation or interpretation.
  • Collects information from members concerning problems with accessing services and/or benefits and uses that information to recommend modifications to plan policies and procedures to improve the service to members.
  • Provides members with updated information changes to the network benefit plan or procedures.
  • Makes outreach calls under supervision of care management staff.
  • Contacts assigned members for various outreach and follow up initiatives.


  • High school diploma or equivalent required some college preferred.
  • Proficient in typing required.
  • Basic analytical skills necessary to evaluate caller inquiries.
  • Strong interpersonal and verbal skills required.
  • Ability to work independently required.
  • Demonstrates good organizational skills.
  • Minimum of 6 months of customer service and/or call center experience behavioral health call center a plus.
  • General knowledge of computers required.
  • Microsoft windows environment.

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