After-Hours Health Care Concierge Associate (HCCA)

Job Description

Job DescriptionAfter-Hours Health Care Concierge Associate (HCCA) Required: Minimum of 2 years’ experience in work-related absences (FMLA, ADA, Workers' Comp) and benefits navigation within a high-volume call center. Location: Hybrid with an on-site presence in Pittsburgh, PA 15219Hybrid: The role includes a mix of on-site and remote workdays. Specific schedules may vary by team or role. Status: Full-Time, Direct Hire as an employee of the Company with access to full benefits
Role Details & Logistics

• Compensation: Competitive set rate of up to $20.70/hour.
• Shift: 4:00 PM – 12:00 AM (Afternoon/Evening shift).
• Hybrid Flexibility: Work remotely day-to-day, with occasional on-site requirements in Pittsburgh for technology or operational needs.
• The "365" Commitment: We are a 24/7 operation. This role requires weekend rotations (1–2 per month) and holiday coverage (including New Year’s Day and MLK Day).
• Training: Comprehensive daylight training is provided (8:00 AM – 5:00 PM) before transitioning to your permanent evening shift.

New Hire Starting Pay: Up to $20.70/hour (Based on experience)
After-Hire Earning Potential: Your compensation grows as you do. The Company offers incremental, performance-based pay increases tied to job experience and technical proficiency. While initial offers are based on current experience, successful team members have the opportunity to reach an earning ceiling of $30.00 per hour through the internal advancement structure.
Why Join Us?
This is a Direct-Hire, Permanent Position with one of the region’s most respected and globally recognized healthcare leaders. From Day 1, you are a full-fledged employee with access to:

• Comprehensive Benefits: Robust health coverage, dental, and vision.
• Future Security: Competitive retirement plans and long-term stability.
• Professional Growth: Structured pathways for advancement and tuition reimbursement to help you reach your career goals.

Support Life’s Most Critical Moments Do you thrive in the quiet hours and excel at navigating complex situations? As an After-Hours Health Care Concierge, you aren’t just answering phones; you are the calm, expert guide for members and employees during their most vulnerable moments—handling everything from medical leaves to workplace accommodations when the rest of the world is offline.
The OpportunityWe believe that exceptional service doesn't have a curfew. Our After-Hours team is a specialized unit providing critical support for work-related absences (FMLA, ADA, Workers' Comp) and benefits navigation. You will be the "Day One" point of contact, ensuring people get the help they need right when they need it.
What You Will Do

• Expert Navigation: Act as the primary intake specialist for Short-Term Disability, FMLA, ADA, and Workers’ Compensation notifications.
• Complex Problem Solving: Deconstruct intricate insurance terms and leave policies into clear, actionable guidance for callers.
• High-Stakes Multitasking: Accurately document cases in real-time across multiple systems while maintaining a compassionate, focused dialogue.
• Operational Excellence: Manage back-to-back inquiries with precision, ensuring every interaction meets our gold standard of professionalism.

What You Bring to the TeamThis role requires more than just a friendly voice; it requires a sharp mind and technical proficiency. We are looking for:

• Resilience: The ability to remain composed and empathetic during sensitive or high-pressure conversations.
• Tech Savviness: High-speed typing and the ability to navigate complex software layouts quickly.
• Critical Thinking: The skill to analyze a member's needs and route them to the correct specialist or escalate concerns immediately.
• Autonomy: A disciplined professional who thrives in a remote environment and maintains a quiet, distraction-free workspace.

Qualifications

• Education: High school diploma or equivalent required; College degree preferred.
• Experience: Minimum of 2 years in customer service or call center environments.
• Skills: Exceptional writing/typing proficiency and experience with Microsoft Office/Excel.