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

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

UPMC Health Plan earns coveted award for the second consecutive year; overall score is 9th highest among health plans in the U.S.

PITTSBURGH (May 30, 2017) – For the second year in a row, UPMC Health Plan ranks highest in Pennsylvania in overall member satisfaction according to the J.D. Power 2017 Member Health Plan Study.SM

Using the video camera on a smartphone, tablet, laptop or desktop computer, patients age three and older with a variety of non-emergency symptoms ranging from sore throats and upper respiratory illnesses to back pain and seasonal allergies, can be seen face-to-face by a health care professional who will assess the symptoms and recommend a personal treatment plan, just like a traditional in-office visit.

UPMC Health Plan ranks ahead of all seven other Pennsylvania health insurers in overall member satisfaction and also scored significantly higher than the regional average. The 739 overall score ranks UPMC Health Plan as the ninth highest-rated health plan in the U.S.

The study measures member satisfaction with a health plan by examining six key study factors, including coverage and benefits, provider choice, information and communication, claim processing, premiums, and customer service. UPMC Health Plan ranks highest in the state in five of the six individual categories, including coverage and benefits, provider choice, information and communication, claim processing, and customer service.

“Providing superior customer service for our members has always been a core tenet of UPMC Health Plan’s mission,” said Diane P. Holder, president and CEO of UPMC Health Plan. “Navigating the complex world of health care can be daunting for many consumers, but we believe in providing a superior level of service, one that is committed to helping our members. UPMC Health Plan’s belief is that our members’ satisfaction is our most important goal. We think this is one of the keys to our consistently above industry average member retention rate.”

UPMC Health Plan’s current member retention rate across commercial products is 97%, which is well above the industry average of 85%.

The J.D. Power 2017 Member Health Plan StudySM measures satisfaction among members of 168 health plans in 22 regions throughout the United States. The information is used by health plans nationwide to evaluate service quality.

UPMC Health Plan consistently ranks near the top of the state ranking and this year marks the second consecutive year UPMC Health Plan has earned top honors in Pennsylvania.

Over the past few months, UPMC Health Plan has been recognized for outstanding customer service by several additional organizations, including earning the Gold Stevie Award for large call center of the year, the Voice of the Customer Excellence Award from Service Quality Measurement (SQM) Group, and the Best Large Contact Center Award from the International Customer Management Institute (ICMI).


About UPMC Insurance Services Division

The UPMC Insurance Services Division is owned by UPMC (University of Pittsburgh Medical Center) a world-renowned health care provider and insurer based in Pittsburgh, Pa. As a provider-led organization that is part of an integrated health care delivery system, the UPMC Insurance Services Division is committed to providing its members better health, more financial security and the peace of mind they deserve. The UPMC Insurance Services Division 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, UPMC for Life, UPMC for You, UPMC for Kids, 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 more than 3.2 million members. For more information, visit www.upmchealthplan.com.