Contact (UPMC Health Plan): Gina Pferdehirt Director, Public Relations & Community Relations UPMC Health Plan 412-454-4953 pferdehirtgm@upmc.edu

UPMC Health Plan Named Best Large Contact Center at 2015 Call Center Week Excellence Awards

PITTSBURGH (July 9, 2015) – UPMC Health Plan was named Best Large Contact Center of the Year and its leader, Marybeth Jenkins, Senior Vice President and Chief Operating Officer for UPMC Health Plan, was named Best Contact Center Leader of the Year, at the 2015 Call Center Week Excellence Awards held last month.

UPMC Health Plan, which prevailed over three other finalists for the Best Large Contact Center of the Year award, also earned second-place honors for Best Marketing Team that Supports Customer Service and also for Best Contact Center Culture. The 2015 Call Center Week Excellence Awards are a production of the International Quality & Productivity Center (IQPC).   

There were more than 200 applications for the 2015 Call Center Week Excellence Awards which honor, recognize and promote the most innovative contact center solutions and individuals in the past year. The awards recognize superior thinking, creativity, and execution across the full spectrum of contact center functions.

“Wow! They have an impressive operation, excellence in every judged aspect,” were the comments from one judge who evaluated UPMC Health Plan’s contact center.

“We have worked hard to develop a culture of service excellence in our call center and the awards we continue to win, shows that we have succeeded in doing that,” said Ms. Jenkins. “We have a dedicated team of professionals that works hard every day to deliver for our members.” 

UPMC Health Plan finished ahead of NYC311 (the City of New York), Dish Network, and 14 other companies in the large contact center category. 

In May, UPMC Health Plan’s call center was named Global Call Center of the Year in the large call center category by the International Customer Management Institute (ICMI).  This marked the second time in four years that UPMC Health Plan had earned that honor.

In addition, UPMC Health Plan’s call center has earned call center certification from the J.D. Power Certified Contact Center Program℠ four times since 2009.  

To be recognized by J.D. Power, companies must attain a high level of performance in sales and/or service excellence, which 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.

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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 over 2.6 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.