Company: UPMC Health Plan, Pittsburgh, PA
Company Description: UPMC Health Plan, headquartered in Pittsburgh, Pennsylvania, is owned by the University of Pittsburgh Medical Center (UPMC), a world-renowned health care provider. An integrated health care delivery system, we are committed to providing our members better health, more financial security, and peace of mind. Our provider network includes 140 hospitals and 29,000+ physicians, serving 4M Members.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Customer Service - Other Service Industries
 Nomination Title: UPMC Health Plan
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 249 words used.
The attached Powerpoint demonstrates the Beyond Platform and outlines the value it has brought our organization. Beyond was built to support our dedicated Coaching Team and to make them successful. We needed our coaches to spend time fostering & caring for their team so they could create great experiences for our members vs. pulling information and preparing for coaching sessions. The vital coaching role enables our team to earn incentives, achieve promotions, and grow careers; instilling pride in their work and to feel valued. Slides 3-5 outline the development of Beyond by our internal Member Services Support team. Slides 6-12 display functionality built along with the explanations. Slides 13-16 you hear directly from our Coaches sharing how Beyond has made a difference for them, making them a better Coach. Slides 17-23 share newer functionality for Beyond Leadership, with coaching history and reporting views along with the impact on leadership. Slides 24-25 outline new features built for our concierges, enabling self service for performance metrics, goals, and reports, giving them the opportunity to self-manage. Slide 26 shares feedback from our concierges on how they use Beyond and how they appreciate it. Slide 27 shares some of the suggestions we have received and implemented from our suggestion box. Slides 28-34 demonstrate the profound impact Beyond has had on our teams from employee engagement, to performance, to building careers, to Contact Center Success and an outstanding Member Experience, enabling our company to be a leader in the industry and have great success.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2021, OR written answers to the questions? (Choose one):
Written answers to the questions
- Outline the nominated achievement since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
The Beyond Coaching application was created by Member Services team members in the Fall of 2021 utilizing the Microsoft Power Platform programs including Power Apps and Power Automate. In the application, coaches could document notes reviewed in session, including feedback, goals, member survey comments, and review of calls/chats. The application was easy to use and a significant upgrade from the prior Word Document and SharePoint for Coaching data.
We continued improving the platform, striving to provide stronger performance feedback and identifiable trends. We worked diligently to develop from a data submission application to a fully interactive, user-friendly application. In 2022, Beyond was redesigned with a new user interface and additional features that allowed for coaches to easily view past coaching documentation, track performance progression, and monitor the achievement of SMART goals. The redesign allowed the management of employee profiles including reporting of coaching frequency and employee credentials. We introduced the “Suggestion Box” that allowed coaches & leaders to submit improvement suggestions for Beyond. The feedback and suggestions were crucial in the developments introduced throughout 2022 and 2023.
In 2023, Beyond evolved into a platform tailored to fit the needs of the Health Plan's leadership team, allowing greater access to past coaching data and statistics for our concierges. The new features introduced Power BI Reporting, bringing more up-to-date reporting, statistics, and visibility to our Leaders, coaches, and concierges. Improvements made helped improve the coach’s efficiency during their sessions, increasing the overall completion rate from 2022 to 2023 by 30.04%
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 200 words used.
UPMC Health Plan is headquartered in Pittsburgh, Pennsylvania, owned by the University of Pittsburgh Medical Center (UPMC), a world-renowned health care provider. Our Member Services team foundation provides World Class experiences for 4M+ members. Our contact center has 450+ concierges, annually answering 3M inbound calls, 58K chats, 20K web messages and 1.1M outreach calls. Focusing on people, processes, and technology, we drive enhancements company-wide ensuring member satisfaction. Our Healthcare Concierge Team offers service beyond traditional industry standards. We take pride in caring for our members, delivering First Call Resolution (FCR) with a robust service recovery program guaranteeing issues are resolved. This directly correlates with our mission statement, A World Class Team Providing World Class Service.
We embrace a culture of kindness, caring, and career growth. Engaging our team is top priority, providing feedback, resources, and support to perform their best. Our dedicated Coaching Team meets with each concierge biweekly recognizing excellent service and addressing development opportunities. We created the Beyond system to ensure coaches are successful and consistent with coaching delivery. Beyond maximizes time spent with each concierge, providing crucial feedback rather than session preparation. Reporting capabilities in Beyond provide measurement of team development and transparency of coaching progress.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 250 words used.
The Beyond Coaching Platform has driven improvement in employee engagement, staff growth and development, coaching completion, and contact center performance. The enhancements provide centralized and simplistic process for completion, tracking, and reviewing employee performance. Beyond drove completion of over 16,740 coaching sessions, increased completion rate 86.4% in 2023, 23 points above 2022. Member Services achieved a 5-Star Rating in 2023, compared to 4-Stars in 2022 on QA Scores. 216 performance-based promotions were accomplished due to the outstanding Coaching process. Team members’ income increased by earning the incentive at a higher rate of 16% increase in 2022 over 2021 and 183% increase in 2023. The coaching success drove Member Services’ achievement of increased Member Satisfaction scores from 96% to 98% in 2023, and First Call Resolution from 94.1% to 96.1% in 2023. These increases were instrumental in achieving JD Power Certification, a 5-Star Commercial Individual Plan, a 5-Star Medicare Plan, and JD Power Highest Member Satisfaction in PA.
Our MyVoice Engagement Survey Results showed 86% of concierges are engaged, compared to UPMC’s Overall 79% Score, compared to industry averages of SQM Agent Research Data, where only 37% of agents are engaged. Results demonstrated 86% of concierges feel cared for within their roles, 85% reported receiving the necessary resources and support to develop and grow within their roles. The Coaching success increased the knowledge & confidence of the concierges, resulting in a lower turnover rate of 14.79%, compared to the industry benchmark of 38% according to SQM.
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