In a survey of members who had used live chat, a vast majority gave it positive reviews, with more than 89 percent saying they would more than likely use online chat again to contact UPMC Health Plan. More than 73 percent of providers indicated that they were likely to use live chat again.
Included among the comments UPMC Health Plan received from members on the live chat feature were:
"The live chat was fantastic. It was very fast, and I like that you can print the entire chat session at the end if needed."
"I am hearing impaired and this method is so much better for me."
"I find this feature very helpful. It is the first time I have used online chat and I will surely use it again."
"Quick and convenient, thanks!"
Included among the comments UPMC Health Plan received from providers on the live chat feature were:
"I think the 'Chat' feature is fantastic! It allows me to multi-task at my job instead of having to wait on hold. The representatives are always courteous and very helpful."
"This is a great asset to my job to be able to chat and have a printed record after the fact."
"At a time when many companies are looking for ways to cut corners and reduce the cost of customer service, UPMC Health Plan continues to invest in ways to provide new and more helpful tools for its members and providers," said Ms. Jenkins.
About UPMC Health Plan
UPMC Health Plan, the second-largest health insurer in western Pennsylvania, is owned by the University of Pittsburgh Medical Center (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 Work Partners, LifeSolutions (EAP), UPMC for You (Medical Assistance), and Community Care Behavioral Health – offer a full range of group health insurance, Medicare, Special Needs Plan, CHIP, Medical Assistance, behavioral health, employee assistance, and workers' compensation products and services to nearly 1.4 million members. Our local provider network includes UPMC as well as community providers, totaling more than 100 hospitals and more than 11,500 physicians in a 47-county region. For more information, visit www.upmchealthplan.com.