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UPMC Health Plan is a growing organization in which each staff member contributes to the quality of service provided to our members. Our clients, members, and providers expect not only excellence in service, but also in the way that service is provided.
We are in the business of serving people. We strive to be sensitive to the needs and expectations of our customers as well as our coworkers. Our goal is to provide exceptional service that encourages customers to return. Because customers might not understand our procedures, we are responsible for assisting them with the same respect that we expect from our coworkers.
UPMC Health Plan expects every staff member to:
- Answer all questions politely. Remember that even though you hear the same question dozens of times, it may be the first time that a particular individual has asked that question.
- Maintain confidentiality and sensitivity at all times. Do not discuss a client, member, and/or provider unless you are involved in the case. Never hold confidential discussions in a public area. Your office cubicle is considered a public area
No matter what job we do - whether we serve our customers or one another - each of us plays a part in forming positive, lasting impressions. We each have the responsibility to offer creative and productive ideas for change that will allow us to better serve our clients, our members, our providers, and each other. Your career and ultimate success depend on maintaining quality service and striving for excellence together in an atmosphere of mutual trust and cooperation.
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