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

UPMC Health Plan Earns J.D. Power Certification for Customer Service

Latest recognition reinforces UPMC Health Plan’s ranking as the highest in Pa. in overall customer satisfaction for the third consecutive year

PITTSBURGH (April 3, 2019) – UPMC Health Plan today announced that its call center has been recognized as a Certified Customer Service ProgramSM by J.D. Power.

UPMC Health Plan is one of just 19 organizations in the U.S. who have earned this prestigious designation for customer service excellence in 2018. This also marks the seventh time in the past 10 years that UPMC Health Plan has earned this recognition.

The Certified Customer Service Program recognizes UPMC Health Plan’s outstanding customer service across several benchmarks, including customer service representatives’ courtesy, knowledge, and concern; promptness in speaking to a person; and timely resolution of the members’ problem or request.

As part of the certification process, J.D. Power conducted both a member survey and an on-site audit of UPMC Health Plan’s call center. Overall, UPMC Health Plan ranked significantly higher than the national average, earning an index score of 852 on a 1,000 point scale.

“The J.D. Power certification recognizes the exceptional efforts of the nearly 450 call center team members that provide an outstanding experience to our more than 3.4 million UPMC Health Plan members,” said Mary Beth Jenkins, chief administrative and operating officer at UPMC Health Plan. “Member satisfaction is our most important goal at UPMC Health Plan and our superior customer support goes above and beyond in helping our members navigate the complex world of health care.”

UPMC Health Plan also ranked highest in Pennsylvania in overall member satisfaction according to the J.D. Power 2018 Commercial Member Health Plan StudySM. This is the third year in a row UPMC Health Plan has earned the coveted award.

Over the past two years, UPMC Health Plan has also been recognized for outstanding customer service by several additional organizations, including earning a total of seven Gold Stevie Awards; 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, a world-renowned health care provider and insurer based in Pittsburgh, Pa. The UPMC Insurance Services Division – which includes UPMC Health Plan, WorkPartners, 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 3.5 million members. For more information, visit www.upmchealthplan.com.

About J.D. Power

J.D. Power is a marketing, consumer intelligence, and data and analytics company that helps its clients measure, understand, and improve the key performance metrics that drive their growth and profitability. J.D. Power’s industry benchmarks, unique data and analytics platform and reputation for independence and credibility has established the company as one of the world’s most well-known and trusted providers of Voice of the Customer insights. Established in 1968, J.D. Power is headquartered in Costa Mesa, California, and has offices in North/South America, Asia Pacific, and Europe. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com.