UPMC Health Plan has an exciting opportunity for a Retail Store Manager position at the Logan Valley Mall located in Altoona, PA. This is a full time position working various hours including weekends. This position will be located in the mall working retail store hours.

　　The Retail Store Manager functions as the point of contact at a UPMC Health Plan retail location. This position will work varying locations, days, and shifts including evenings, weekends and holidays. The Retail Service and Sales Assistant Manager will create a positive experience for all customers of a UPMC Health Plan retail location. This position will gather appropriate information from each customer, handle basic inquiries, and provide comprehensive service to all prospective and current members. This comprehensive service may include: answering questions about health care laws and reform, providing information about a full range of products and services for individuals seeking coverage for themselves or their family, employers, producers, providers, and Medicare members trying to get the most out of their health coverage, and providing customer service for current members of the plan. The Retail Service and Sales Assistant Manager is required to secure and maintain a PA Health and Disability Insurance license.

　　Responsibilities:

　　Ensure all visitors are greeted with a proper salutation and a positive attitude.

　　Attend meetings and training sessions as necessary.

　　Assume supervisory responsibilities as necessary.

　　Manage inventory of retail location's marketing materials.

　　Maintain retail location (i.e. dusting, cleaning, rubbish removal) to ensure a safe and aesthetic environment.

　　Maintain strong communication with retail location Manager to ensure they are updated on any outstanding issues or to communicate any concerns or needs.

　　Enforce the dress code policy.

　　Supervise the communication between UPMC Health Plan and the customer for administrative and operational issues.

　　Participate in projects as assigned by Manager.

　　Maintain confidentiality of all visitors and internal UPMC operational information.

　　Ensure that every interaction a visitor has is a positive one and implement any service recovery tool necessary to recover from those that aren't.

　　Assist with the development and training of new team members.

　　Coordinate and oversee application and enrollment processes, both paper and electronic.

　　Be a Member Advocate to all members to achieve first call resolution and member satisfaction.

　　Ensure team members understand all UPMC Health Plan products, policies, and procedures.

　　Bachelor's degree or equivalent industry experience preferred.

　　High school graduate or equivalent required.

　　Minimum of 3 years of experience in retail sales or customer service or managed health care operational or account management experience.

　　Supervisory, leadership or management experience preferred.

　　Excellent written and verbal communication skills.

　　Ability to use critical thinking skills.

　　Ability to anticipate customer needs.

　　Ability to present information and ideas to others in an articulate and effective manner.

　　Ability to reason through problems, review alternate solutions, and reach sound conclusions.

　　Ability to work harmoniously with others.

　　Ability to learn new skills, concepts and processes.

　　Ability to negotiate and argue persuasively.

　　Ability to work independently.

　　Ability to review, investigate, and respond to customer inquiries and complaints.

　　Computer skills with proficiency in Microsoft Office including: Word and Excel.

　　Manage retail location processes and flow.

　　Licensure, Certifications, and Clearances:

　　PA Health and Accident License required within 90 days of hire.

　　Automotive Insurance OR Driver's License

　　Insurance Sales License

　　UPMC is an Equal Opportunity Employer/Disability/Veteran