Exceptional Customer Service
UPMC Health Plan has been recognized by J.D. Power by providing "An Outstanding Customer Service Experience" for Phone support.
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 jdpower.com/ccc.
UPMC Health Plan won the 2020 by the International Customer Management Institute (ICMI) Best Contact Center Culture Award and the Best Learning and Development Program. It was also named Best Large Call Center of the Year in 2019, and Global Call Center of the Year in 2017, 2015, and 2012. ICMI is the leading global provider of comprehensive resources for customer management professionals who wish to improve customer experiences and increase efficiencies.
UPMC Health Plan has earned one of 10 coveted 2021 Grand Stevie® Awards for its exemplary customer service. Grand Stevie trophies are awarded to companies that submit an exceptional body of work for the Stevie Awards competition. Judges include many of the world's most respected executives, entrepreneurs, innovators, and business educators. More than 2,300 nominations from companies in 51 nations were considered in this year’s competition.
In 2021, the Health Plan also earned five Gold Stevie Awards for its sales and customer service excellence, including Best Back-Office Customer Service Team and Sales Support Team of the Year. Stevie Awards for Sales and Customer Service are recognized as the top customer service and sales awards.
UPMC for Life, the Medicare Advantage product from UPMC Health Plan, has earned 5 out of a possible 5 Overall Star Rating for its HMO and PPO plans for 2022. This rating was released by the Centers for Medicare & Medicaid Services (CMS). The ranking places UPMC for Life among the highest-rated Medicare plans in the nation. The Medicare star ratings are based on how well plans deliver medical coverage, prescription drug services, and customer service. The score also includes how current members rate their satisfaction with their plan. Every year, Medicare evaluates plans based on a 5-star rating system.
NCQA is a private, nonprofit organization dedicated to improving health care quality. NCQA accredits and certifies a wide range of health care organizations and recognizes clinicians in key clinical areas. NCQA’s Healthcare Effectiveness Data and Information Set (HEDIS®) is the most widely used performance measurement tool in health care. HEDIS measures performance in health care where improvements can make meaningful differences in people’s lives including effectiveness and availability of care and utilization.
UPMC Health Plan received National Committee for Quality Assurance (NCQA) accreditation and is the top-rated commercial HMO in PA and among the highest-rated in the nation with a rating of 5 out of 5 stars in NCQA’s Commercial Health Plan Ratings 2021.
UPMC Benefit Management Services received National Committee for Quality Assurance (NCQA) accreditation and is one of the highest-rated commercial PPOs in PA with a rating of 4.5 out of 5 stars in NCQA’s Commercial Health Plan Ratings 2021.
UPMC for Life received National Committee for Quality Assurance (NCQA) accreditation and a rating of 4 out of 5 stars for its HMO plans and 4.5 out of 5 stars for its PPO plans in NCQA’s Medicare Health Plan Ratings for 2021.
More than 400 UPMC physicians have been recognized as 2021 "Top Doctors" across 63 different specialties. UPMC doctors represent more than half of the physicians listed in Pittsburgh. These physicians are part of the Top Doctors® list, which is compiled by Castle Connolly. The Castle Connolly Top Doctor selection process is entirely merit-based. Doctors cannot pay to be listed. Castle Connolly’s peer-to-peer nominations and rigorous research process ensure that only the most qualified physicians are included.
These are just a few of the ways in which UPMC hospitals have been recognized:
UPMC Bedford has earned Advanced Disease-Specific Care Certification for Acute Stroke Ready Hospital from The Joint Commission and the American Heart Association/American Stroke Association.
The Best Children’s Hospital rankings by U.S. News & World Report highlight the top 50 U.S. pediatric hospitals in each of 10 specialties. UPMC Children’s Hospital of Pittsburgh is ranked in all 10 pediatric subspecialties surveyed. Three subspecialties ranked in the national top 10.
The UPMC Hillman Cancer Center is one of only 47 cancer centers in the United States with a Comprehensive Cancer Center designation by the National Cancer Institute. It is the only one in western Pennsylvania.