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

UPMC Health Plan Contact Centers Certified by J.D. Power

Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience

PITTSBURGH (August 16, 2016) – UPMC Health Plan has again been recognized for contact center operation customer satisfaction excellence in the live phone channel under the J.D. Power Certified Contact Center Program.℠

The Certified Contact Center Program distinction acknowledges a strong commitment by UPMC Health Plan contact center operations to provide “An Outstanding Customer Service Experience.”

To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass the integration of Voice of the Customer and Voice of the Employee insights into their business operations. As part of its evaluation, J.D. Power conducted a random survey of UPMC Health Plan customers who recently contacted the company’s contact center in Pittsburgh, Pa.

“Congratulations to UPMC for delivering outstanding service in the live phone channel, and earning another certified contact center designation,” offered J.D. Power in a statement.

“We are honored to be certified once again by J.D. Power and pass their rigorous certification assessment,” said Mary Beth Jenkins, UPMC Health Plan COO. “Our culture of service and dedicated staff offer great value to our members through our high-touch support. This certification proves that we are dedicated to providing the highest levels of customer satisfaction.”

For Certification Status:

• A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research.
• The research criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.

The Certified Contact Center Program, which was launched by J.D. Power in 2004 as the Certified Call Center Program, evaluates overall customer satisfaction with live phone interactions and helps organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls. The program certifies a call center operation’s in three areas: live phone channel, IVR self-service channel and Web self-service channel.

For more information on the Certified Contact Center Program, please visit www.JDPower.com.

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About UPMC Health Plan

UPMC Health Plan, headquartered in Pittsburgh, Pa., is among the nation’s fastest-growing health plans. It is owned by UPMC, a world-renowned health care provider. The UPMC Insurance Services Division — which includes UPMC Health Plan, UPMC WorkPartners, LifeSolutions, UPMC for Life, UPMC for You, UPMC for Kids, Askesis, and Community Care Behavioral Health — offers 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 2.9 million members. For more information, visit www.upmchealthplan.com.