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Last updated on April 19, 2014 at 8:45 EDT

UPMC Health Plan Earns Call Center Certification

October 18, 2011

PITTSBURGH, Oct. 18, 2011 /PRNewswire/ — UPMC Health Plan has been recognized for call center excellence under the J.D. Power and Associates 2011 Call Center Certification Program(SM).

To become certified, UPMC Health Plan’s call center successfully passed a detailed audit of more than 110 practices that encompass the call center’s customer satisfaction measurement and analysis strategies and result in service excellence. J.D. Power and Associates also conducted a random survey of UPMC Health Plan customers who recently contacted its call center.

“This distinction demonstrates UPMC Health Plan’s commitment to customer service,” said Diane P. Holder, President and CEO of UPMC Health Plan. “We are pleased to be among an elite group of call centers recognized as providing outstanding service.”

The call center certification program focuses on critical areas of customer service by utilizing best practices that align with customer needs.

“Our goal is to provide unparalleled service to our customers,” said Mary Beth Jenkins, Chief Operating Officer for UPMC Health Plan. “We are committed to going the extra mile in providing a high-touch, concierge approach.”

The call center certification program includes all industries, not just health care. Of an estimated 75,000 call centers in North America, only a select group of American companies have earned certification.

“With very solid performance across the board, UPMC Health Plans has earned certification once again,” said Mark Miller, senior director of the global contact center practice at J.D. Power and Associates. “The continuation of UPMC Health Plan’s certification really speaks to the company’s dedication to the customer.”

Earlier this year, UPMC Health Plan ranked “Highest Member Satisfaction among Commercial Health Plans in Pennsylvania” in 2011, according to a study on member experience by J.D. Power and Associates.*

About UPMC Health Plan

UPMC Health Plan, the second-largest health insurer in western Pennsylvania, is owned by UPMC, one of the nation’s top-ranked health systems. The integrated partner companies of the UPMC Insurance Services Division – which includes UPMC Health Plan, UPMC WorkPartners, LifeSolutions (EAP), UPMC for You (Medical Assistance), and Community Care Behavioral Health – offer a full range of group health insurance, Medicare, Special Needs Plan (SNP), Children’s Health Insurance Program (CHIP), Medical Assistance, behavioral health, employee assistance, and workers’ compensation products and services to nearly 1.6 million members. UPMC Health Plan’s local provider network includes UPMC as well as community providers, totaling more than 125 hospitals and more than 11,500 physicians throughout Pennsylvania and parts of Ohio, West Virginia, and Maryland. For more information, visit www.upmchealthplan.com.

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

*UPMC Health Plan received the highest numerical score among commercial health plans in Pennsylvania in the proprietary J.D. Power and Associates 2011 U.S. Member Health Insurance Plan Study(SM). Study based on 33,039 total member responses, measuring 11 plans in the Pennsylvania-Delaware Region (excludes Medicare and Medicaid). Proprietary study results are based on experiences and perceptions of members surveyed December 2010-January 2011. Your experiences may vary. Visit jdpower.com.

SOURCE UPMC Health Plan


Source: PR Newswire