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Contact (UPMC Health Plan):

Gina Pferdehirt
Director, Public Relations & Community Relations
UPMC Health Plan

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UPMC Health Plan Wins Global Call Center of the Year Award from ICMI


PITTSBURGH (May 27, 2015) – For the second time in four years, UPMC Health Plan’s call center was named the Global Call Center of the Year in the large call center category by the International Customer Management Institute (ICMI).

The prestigious award, which has been won in past years by New York Life, Capital One Financial Group, and American Express, was announced at the ICMI Contact Center & Expo held earlier this month in Orlando, Fla. UPMC Health Plan first won the award in 2012.

UPMC Health Plan won the ICMI gold award, which recognizes call centers that make a commitment to superior service and have done the most to deliver a quality customer experience. The ICMI Global Contact Center Awards is the most comprehensive awards program dedicated to the customer management industry.    

“We’d like to congratulate UPMC Health Plan on their well-deserved award and dedication to providing exceptional customer service throughout the year,” said Justin Robbins, Community Services Director and Head of Judges for the 2015 ICMI Global Contact Center Awards. “Their commitment to excellence is truly remarkable and we’re pleased to be able to honor them for their accomplishments.”

“We are proud of our call center for having achieved this great award for a second time,” said Mary Beth Jenkins, Senior Vice President and Chief Operating Officer for UPMC Health Plan. “This honor is a reflection of the hard work, focus, and enthusiasm the call center teams brings with them every day. It’s also a reflection of the great service they provide our members every day.

“The commitment our call center has to the needs of our members is second to none.”  

In addition to the awards from ICMI, 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. 

ICMI is the leading global provider of comprehensive resources for customer management professionals who wish to improve customer experiences and increase efficiencies at every level of the contact center.


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 nearly 2.5 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.