Providing support for patients and insurance companies, the full-time Consumer Service Concierge Lead will manage inquiries related to billing, claim status, and patient education while ensuring high levels of satisfaction in a remote environment. Key responsibilities: Answer multi-line telephone systems focusing on patient satisfaction and first call resolution for billing concerns Research and resolve email, web, and telephone inquiries from patients and insurance carriers in accordance with departmental protocols Lead the resolution of complex, escalated issues and participate in training new staff members Required qualifications: High School Diploma or equivalent 1 year of general customer service experience and 6 months of call center experience, or 2 years of call center experience 6 months of experience at UPMC as a Consumer Service Concierge or Senior Act 34 clearance