PITTSBURGH, June 13, 2018 /PRNewswire/ -- For the third year
in a row, UPMC Health Plan ranks highest in Pennsylvania in overall member satisfaction
according to the J.D. Power 2018 Commercial Member Health Plan
StudySM.
UPMC Health Plan ranks ahead of all seven other Pennsylvania health insurers in overall member
satisfaction and also ranks significantly higher than the regional
average.
The study measures member satisfaction with a health plan by
examining six key study factors, including coverage and benefits,
provider choice, information and communication, claims processing,
cost, and customer service. UPMC Health Plan earned a five (out of
five) in each of the six individual categories.
"Member satisfaction is our most important goal at UPMC Health
Plan and providing a superior level of customer service for our
more than 3.4 million members has always been a core tenet of our
mission," said Diane P. Holder,
president and CEO of UPMC Health Plan. "Navigating the complex
world of health care can be daunting, but we believe in providing
excellent service throughout all levels of our organization. We
think this commitment to customer satisfaction 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%.
According to the J.D. Power 2018 Commercial Member Health Plan
StudySM, member satisfaction is significantly higher
when members view their health plan as a trusted partner, while
member trust is rooted in ongoing engagement. UPMC Health Plan
excels in these areas with services such as online cost estimator
tools and the UPMC Health Plan and UPMC Consumer Advantage mobile
apps.
The study also noted that consumers across the country want both
faster and increased overall access to care. UPMC Health Plan
provides its members with access to more than 127 hospitals, 20,000
physicians, and 60,000 pharmacies across Pennsylvania, along with the new UPMC
AnywhereCare app that provides 24/7 access to UPMC emergency room
professionals.
The J.D. Power 2018 Commercial Member Health Plan
StudySM measures satisfaction among members of 163
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 third consecutive year UPMC Health
Plan has earned top honors in Pennsylvania.
Over the past two years, UPMC Health Plan has been recognized
for outstanding customer service by several additional
organizations, including earning a total of four 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 the 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. 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 more than 3.4 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.
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SOURCE UPMC Health Plan