UPMC Health Plan Recognized by J.D. Power for "An Outstanding Customer Service Experience" for Phone Support

Pittsburgh (April 23, 2021) – UPMC Health Plan announced today that its call center has been recognized as a J.D. Power 2020 Certified Customer Service Program℠ by providing “An Outstanding Customer Service Experience,” for phone support.

UPMC Health Plan is among an elite group of certified organizations in the United States who have earned this prestigious recognition for outstanding customer service excellence. This also marks the seventh time that UPMC Health Plan has earned this recognition.

“The Member Services team is honored and grateful to receive this recognition. We continue to work diligently to provide outstanding customer service interactions with our members. Our goal is to exceed our members’ expectations every time they call us,” said Anne Palmerine, vice president, Customer Engagement and Enrollment, UPMC Health Plan.

Customers evaluated UPMC Health Plan’s performance using the following factors: satisfaction with IVR (Interactive Voice Response); performance of customer service representatives/agents; concern resolution; call duration/transfers/hold time; and overall satisfaction with customer service.

J.D. Power 2020 Certified Customer Service ProgramSM recognition is based on successful completion of an evaluation and exceeding a customer satisfaction benchmark through a survey of recent servicing interactions. For more information, visit www.jdpower.com/ccc.

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About UPMC Health Plan

Serving 4 million members, UPMC Insurance Services is owned and operated by UPMC, a world-renowned health care provider and insurer based in Pittsburgh, Pa. UPMC Insurance Services includes commercial products from UPMC Health Plan for groups as well as individuals. Commercial products also include workers' compensation and employee assistance from nationally known Workpartners.® Government products include Medicare Advantage (UPMC for Life); special needs plans for those eligible for Medicare and Medical Assistance (UPMC for Life Complete Care and UPMC Community HealthChoices); Medical Assistance (UPMC for You); and Children's Health Insurance Program (UPMC for Kids). Community Care Behavioral Health, one of the nation's largest nonprofit managed care behavioral health organizations, offers a full range of services to Commercial and Medical Assistance members. For more information, visit upmchealthplan.com.

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.