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Contact (UPMC Health Plan):

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

Call Center Week Excellence Awards

UPMC Health Plan Ranks Highest in Pennsylvania in Overall Customer Satisfaction, According to J.D. Power


PITTSBURGH (March 18, 2016) – UPMC Health Plan ranks highest in Pennsylvania in overall member satisfaction according to the J.D. Power 2016 Member Health Plan Study℠.

The study measures member satisfaction with a health plan by examining six key study factors, including coverage and benefits, cost, provider choice, customer service, information and communication, and claims processing.

UPMC Health Plan was ranked ahead of eight other Pennsylvania health insurers in overall member satisfaction and also scored significantly higher than the regional average. In the specific categories of coverage and benefits and customer service, UPMC Health Plan also ranked highest in the state.

“Wow! They have an impressive operation, excellence in every judged aspect,” were the comments from one judge who evaluated UPMC Health Plan’s contact center.

“Providing a high-touch level of customer service for our members has always been a focus of UPMC Health Plan,” said Diane P. Holder, president and CEO of UPMC Health Plan. “As we celebrate our 20th year as a health plan, it is gratifying to be recognized for something that has always been so important to us and that means so much to our members.

“We believe we are providing a differentiated level of service, one that is committed to helping our members navigate the complex world of health care,” said Ms. Holder. “This highest-ranking recognition and other awards we have received, such as a Gold Stevie Award and being named Global Call Center of the Year by the International Customer Management Institute, validate the hard work of our team. Four times from 2009-2014, We were recognized under the J.D. Power Certified Contact Center Program℠. We are proud to say we provide outstanding service to all of our members each and every day.”

The J.D. Power 2016 Member Health Plan Study measures satisfaction among members of 135 health plans in 18 regions throughout the United States. The information is used by health plans nationwide to evaluate service quality.

In a news release announcing the study results from around the country, J.D. Power noted that health plans that utilize an integrated delivery system – as UPMC Health Plan does with its parent organization, UPMC – are “poised for success as health care and health insurance become more focused on member satisfaction.” J.D. Power also noted that satisfaction levels are highest among members who view their health plan as “a trusted partner” in their health and wellness.


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. As part of an integrated health care delivery system, UPMC Health Plan is committed to providing its members better health, more financial security, and the peace of mind they deserve. UPMC Health Plan partners with UPMC and community network providers to produce a combination of knowledge and expertise that provides the highest quality care at the most affordable price. The UPMC Insurance Services Division – which includes UPMC Health Plan, UPMC WorkPartners, LifeSolutions (EAP), UPMC for You (Medical Assistance), 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. 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.