UPMC Health Plan is hiring a full-time Producer Support Representative to join the Producer Support Representative. This is a hybrid role, with three in-office days each week - Monday, Wednesday and Thursday - at UPMC’s headquarters in the U.S. Steel Tower in downtown Pittsburgh. This is a Monday through Friday daylight position.
This position is responsible for supporting external producers throughout the full small group quoting and enrollment lifecycle. This role focuses on delivering accurate and timely quotes within a 48-hour turnaround and ensuring a seamless experience from initial quote request through enrollment submission. The Representative will be responsible for entering and submitting all small group enrollments on behalf of producers, ensuring accuracy, completeness, and adherence to timelines and guidelines. This role serves as a key point of contact for producers, providing ongoing support and coordination throughout the sales process. In this role, you will support membership growth and retention by overseeing sales support activities, enrollment processes, compliance adherence, and CRM accuracy.
Responsibilities:
- Meet or exceed Small Group sales and service goals.
- Deliver small group quotes to producers within 48-hour turnaround.
- Support the Commercial Department's Sales & Account Management processes.
- Ensure producers receive the sales support needed from initial quote request through enrollment submission.
- Enter and submit all small group enrollment files on behalf of producers.
- Manage and respond to inquiries through shared service accounts.
- Assist with additional Producer Relations tasks as needed.
Ensure producers have the tools needed to assist prospective and current groups. Support external producers by resolving issues and
recognizing when to escalate them to upper management.
- Present UPMC Health Plan products to external producers telephonically and virtually as needed.
- Answer incoming inquiries from prospective and current groups, and external producers. Document inquiries in accordance with sales department guidelines.
- Conduct outbound service calls in accordance with departmental initiatives. Assist team in increasing overall market share by region and county.
- Stay proficient in UPMC Health Plan's products, sales tools, guidelines, and processes.
- Acquire and log competitive information in appropriate fashion and location.
- Provide reports as required by sales department weekly, monthly, quarterly, and annually. Create and provide reports to producers as needed.
- Maintain an active role in delivering and reinforcing key communications and priorities to the producer community. Complete assigned team tasks in a timely manner.
- Develop and maintain training materials and conduct trainings virtually and face-to-face as needed. Assist with testing applications (EmployerplaceACA/Salesforce etc.) as needed.
- Protect member privacy by adhering to HIPAA and all state/federal laws.
- Performs in accordance with system-wide competencies/behaviors.
- Performs other duties as assigned.
- B.A. degree or equivalent industry experience.
- 2 years' experience in Insurance or Customer Service environment strongly preferred.
- Demonstrate a strong work ethic that will help position teams' success.
- Exhibit the willingness to become successful in over the phone selling to a specific market or customer base.
- Demonstrate ability to develop and maintain credibility in the marketplace.
- Establish interdepartmental relationships.
- Ability to multi-task and work within a team environment. Excellent written and oral communication skills.
- Proficiency in Microsoft Office applications.
- Ability to work with and take direction from management.
- Desire to continue upward progression within organization.
Licensure, Certifications, and Clearances:
- PA Health and Accident License required within 90 days of hire.
- Insurance Sales License required within 6 months of hire.
UPMC is an Equal Opportunity Employer/Disability/Veteran