• Establishes professional and quality-based member relationships focused on meeting the financial needs of each member. • Promotes a service culture by actively recommending all credit union products and services while effectively meeting the member's needs in all member channels including calls, chats, and secure messages. • Acts as a liaison for the member and the credit union, in conformance with established policies and procedures. • Assists members regarding their financial matters while promoting the credit union's philosophy and objectives. • Engages with members and potential members across multiple communication channels (calls, chats, secure messages), delivering courteous, professional, and timely service tailored to each channel's specific demands. • Manages multiple types of interactions simultaneously, efficiently balancing inbound calls, real-time chat sessions, and secure messaging conversations to handle a variety of member transactions, including withdrawals, loan payments, wire transfers, and money transfers. • Maintains fluency in credit union products and services to offer consistent support across channels. • Adapts communication style to suit the medium (voice vs. text), ensuring clarity and accuracy when addressing member inquiries related to statements, share withdrawals, and loan payoffs in both written and verbal forms. • Provides technical support for online banking and other digital services, offering comprehensive troubleshooting through various member channels. • Adheres to security protocols, ensuring accurate member identification by following the Member Identification Program (MIP) and established security procedures. • Identifies sales and service opportunities across all communication channels by analyzing member behavior and needs, introducing loan programs, and recommending relevant products/services regardless of the channel's format. • Meets or exceeds production and referral goals while handling multiple channels and adapting sales strategies to fit different communication styles. • Maintains high efficiency and responsiveness across platforms, ensuring that all forms of communication (calls, chats, secure messages) are addressed promptly and professionally. • All other duties as assigned.

• Oversee the daily operations of assigned clients and/or business segments • Monitor the productivity of the team and create improvement plans • Ensure teams attain their monthly production goals • Mentor team members with feedback and conduct performance reviews • Achieve all Client Service Level Agreements of assigned clients

Role Description The Contact Center Specialist will provide support for the Contact Center activities by serving as the first line of contact for the patient. The Contact Center Specialist acts as an advocate for patients by providing guidance, interpretation and education on scheduling, registration, billing, claim status, and various patient related inquiries. Responsible for efficient and courteous resolution to verbal and written inquiries to ensure internal and external patient satisfaction while maintaining call servicing and quality standards. Typically, functions under the direction of the Supervisor/Manager. Responsibilities - Answer multi-line telephone system, focusing on patient satisfaction and first call resolution while scheduling appointments according to department protocols. - Review, verify and enter the patient's demographic, financial, and insurance information to ensure data integrity. - Complete forms, upload, scan, or fax documents as required for patient appointment. - Act as an advocate for patients by providing guidance, interpretation, and education on scheduling, registration, billing, claims, and various patient related inquiries. - Identify and take action to address patient concerns utilizing effective decision making skills. - Complete follow-up on unpaid account balances and establish reasonable payment plans according to department policies. - Assist patients with access issues for their MyUPMC account, telemedicine visit, or any other online access concerns. - Contact patients to discuss their post-discharge appointment requirements and coordinate all appointments. - Review and take action on accounts on aged trial balance reports or in assigned work queue. - Document all actions taken on a patient account and review online account history and EOB's. - Identify, review, and research credit balance accounts, potential refunds, adjustments, payment transfers, etc. - Perform in accordance with system-wide competencies/behaviors. - Perform other duties as assigned. Qualifications - HS Diploma or equivalent. - 2 years general customer service experience or call center experience. - Must have experience with multi-line phone system. - Previous health insurance experience preferred. Licensure, Certifications, and Clearances - UPMC is an Equal Opportunity Employer/Disability/Veteran.

• Proactively coordinate medication refills including data entry and pharmacy claim adjudication • Make outbound patient refill phone calls and complete the patient refill request • Answer, resolve and triage inbound inquiries • Clarify prescription orders with pharmacist and/or clinician as appropriate • Identify medications requiring special storage and/or handling such as hazardous medications and/or refrigerated medications • Manage, organize, and update relevant data using database applications