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: Customer Service Employer of the Year
 Nomination Title: UPMC Health Plan
- 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, 2022, OR written answers to the questions? (Choose one):
Written answers to the questions
- 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 197 words used.
UPMC Health Plan, headquartered in Pittsburgh, Pennsylvania is owned by the University of Pittsburgh Medical Center (UPMC), a world-renowned health care provider. Our Member Services Concierge team of 369 delivers World Class experiences to 4M+ members, answering 3.3M inbound calls, 62K chats, 22K web messages and conducting 600K outreach calls annually. By focusing on people, processes, and technology, we enhance operations to ensure member satisfaction and growth. Our Healthcare Concierge Team offers service beyond industry standards, taking pride ensuring our members are cared for, prioritizing First Call Resolution (FCR) and managing a robust service recovery program to guarantee issues are resolved.
We have earned the highest in Member Satisfaction with JD Power for both our Commercial and Medicare products. Providing this level of Service is only possible when you have a team that is caring, passionate, and committed to our values. Team members will feel this way if they are well cared for, have purpose and meaning in the work that they do, and have opportunity for career trajectory to fulfill their professional and personal goals.
Member Services’ Leadership is dedicated to providing a Caring Culture of Service, ensuring our team members are supported and successful.
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
Operating as a virtual team since the pandemic, we have had a thoughtful and committed approach to our culture, bringing a UPMC Family Environment in a new and different way.
We work to recruit, onboard, and retain top talent within our region. Our goal is not just to hire for the concierge position, but to hire for a career. We focus on Training & Development, Coaching, and Leadership guidance to enrich knowledge and develop skills preparing the team for growth opportunities.
We foster a supportive environment with caring leaders who meet one on one with team members monthly. Leaders are active in team chats answering questions, giving virtual high fives/recognition for team members who provide above & beyond service, scheduling appointments, or those providing support for others.
Rewards and Recognition are abundant. Formalized programs recognize concierges with quarterly Super Stars, annual ACES award, Sunflower award in honor of a manager who passed during the pandemic, Cheers for Peers, Rave Reviews, and more. Rewards range from UPMC swag to break tickets, to extended lunches, and more. We have a financial Incentive Program enabling team members to supplement their salary.
Four levels of Concierge with structured requirements progress the team through the career path with an increase in salary and responsibilities. 66 promotions in 2024 and 97% of the support team members and leadership began their careers as a concierge. Many people throughout our organization began as a concierge, including Account Executives & Managers, Directors, Sr. Directors, Managers, Supervisors, and Analysts.
- 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.
By creating an outstanding employee experience, the results are astounding with Customer Satisfaction at 96% (Industry at 75 to 84%), FCR at 95.2% (Industry at 70 – 79%) and Customer Effort at 98.2%. We have earned JD Power Call Center Certification for the 10th time in 2024 and are 1 of only 18 companies that have achieved this distinction. While we were recognized as highest in Member Satisfaction for Commercial and Medicare for the JD Power Syndicated studies, our Customer Service set us apart, scoring far above all other plans in the region. We also ranked 5th in the nation for Commercial and 1st in the nation for Medicare. We have been named the Best Medicare Plan for 2025 with US News and World Report.
We have record low turnover rates at 11.31% (30-45% Industry - Nextiva). Our average starting salary is $20.70 compared to $16.71 in the industry (payscale.com), including a competitive benefit package. Engagement Scores are high at 81% with a 95% participation, scoring 10 percentage points above UPMC’s 106K employees and compared to 41% Industry Average (SQM). We completed 91% of our biweekly coaching sessions, up from 83% in 2023.
In 2024, our Team has earned the Best-in-Class Contact Center of the Year and Best Employee Experience of the Year with CCW and Best Large Call Center with ICMI. By taking great care of our employees, they in turn take outstanding care of our members, making a difference in people's lives.
- 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 250 words used.
As a Customer Service Employer, we recognize that creating the best possible culture for our employees is essential to their success and well-being.
Slides 2-4 High level information about UPMC and where Member Services fits in.
Slide 5 Mission & Vision specific to Member Services. Our Mission Statement shares how we feel about our World Class Team. Please note the video where the team describes their experience.
Slides 6-7 Stellar KPI’s and VOC demonstrating our accomplishments.
Slides 8-17 Exhibit further our operations ensuring team success.
Slides 18-23 Focus on career pathing and ensuring the promoted concierges become excellent leaders.
Slides 24-26 Unique Diversity Mentoring Program fostering development of future leaders.
Slides 27-32 Creating a Caring Culture with many employee comments from Surveys.
Slides 33-44 Outstanding results when you create a Culture of Service Excellence.
Slide 45 Customer Service is a differentiator for us and is featured in how we market our business: billboard and commercial.
Slides 46-62 Employee Testimonials on career journey.
At UPMC Health Plan, Service is an overarching Value, and we understand how crucial it is to support our team. Crafting an exceptional Employee Experience requires dedication, attention, and a leadership team committed to this mission. This involves making sure new employees feel welcomed, providing training that helps them thrive, and prioritizing their development and career growth. It’s about fostering strong connections, ensuring team members feel valued and heard, recognizing their achievements, and helping them see the purpose and impact of their work to the people we serve.
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