UPMC Health Plan Earns Call Center Certification Again

PITTSBURGH, Oct. 28, 2014 /PRNewswire/ -- UPMC Health Plan has once again been recognized for contact center excellence under the J.D. Power 2014 Certified Contact Center Program^SM.

This is the fourth time since 2009 that UPMC Health Plan has earned call center certification, having previously done so in 2009, 2011, and 2012. UPMC Health Plan earned the distinction through a combination of voice-of-the-customer feedback and other relevant measures, including a rigorous on-site evaluation of customer service processes.

"UPMC Health Plan is proud to have earned this prestigious distinction once again because it is only awarded to companies that provide the highest levels of customer service," said Diane P. Holder, President and CEO of UPMC Health Plan. "Earning this shows that our focus remains on our members and on delivering to them quality, affordable care." 

To be recognized by J.D. Power, companies must attain a high level of performance in sales and/or service excellence that is compared to a national benchmark. The evaluation criteria include the customer service representatives' courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.  

The J.D. Power website describes the certification program as sending, "a clear and unequivocal message" that a call center is "focused on providing the highest levels of customer satisfaction, is process-oriented and professionally managed."

"Providing unparalleled service to our members is always our goal," 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 contact center certification program was established to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.

"Congratulations to UPMC Health Plan on earning this rigorous J.D. Power certification, which demonstrates a strong commitment to provide an outstanding customer experience with their live phone channel," said Mark Miller, senior director, J.D. Power. "Our research shows that UPMC Health Plan excelled in getting clients to a representative quickly and then demonstrated courtesy upon connecting with the representative." 

About UPMC Health Plan
UPMC Health Plan, the second-largest health insurer in western Pennsylvania, is owned by UPMC, an integrated global health enterprise. 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, CHIP, Medical Assistance, behavioral health, employee assistance, and workers' compensation products and services to nearly 2.3 million members. Our 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
J.D. Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., J.D. Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power is a business unit of McGraw Hill Financial.

SOURCE UPMC Health Plan

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http://www.upmchealthplan.com