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How UPMC Sets the Standard for Service Excellence: Page 2 of 2

Doing What's Best for Customers
Doing what's best for employees has undoubtedly helped UPMC Health Plan succeed, but so has a customer-centric mission. UPMC Health Plan strives to take the complexity out of health insurance and make the service experience simple for its customers. That means offering support when and where their members need it.

"At UPMC Health Plan, we feel strongly about our members being able to reach us via the channel that is most convenient for them. We work to provide service that is world class and don't limit ourselves to what you would usually see from a health insurance provider," says Palmerine.

UPMC Health Plan was the first health plan in Pennsylvania to offer live online chat. They also provide email, Web messaging and even social media support. Beyond that, they work to provide a high level of proactive outbound service to welcome members, address preventive health care needs, perform pharmacy authorizations, and discuss any changes to their health plan.

And they're always thinking of what's next. In customer service satisfaction surveys, UPMC Health Plan asks its members about the ease of contacting them. While their most recent score was remarkably high at 93.1%, they're still looking for ways to improve. What's next on their radar? They're exploring video relay for hearing impaired customers.

Exceeding KPI Goals
Having engaged employees and satisfied customers is important, but so is meeting and exceeding metrics goals. Particularly in the contact center. UPMC Health Plan has managed to do all three well. Their Customer Effort and Satisfaction rates are above average, and so is their First Contact Resolution average, at more than 97%. So, what's their secret?

"We work hard every day to achieve our FCR score of 97.2%. The team takes great pride in providing the best service possible for our members. We have a process in place that helps us ensure we are meeting our member's needs," says Palmerine "In 2015, we created a dedicated Member Satisfaction team that focuses on FCR and service recovery. On our survey, if the member responds 'No' to the FCR question, a work item is immediately routed to a Customer Satisfaction Specialist dedicated to FCR Service Recovery. We investigate the interaction and then call the member back to offer service recovery. We measure how quickly we call the member back and how many we have completed, with the goal of reaching back out to the member within two hours."

The key focus of this program is to determine the cause and prevent the same issue from happening again. The results reveal opportunities for more focused coaching, training, process, or cross-departmental collaboration. In fact, many of the resulting improvements reach far beyond the contact center.

Learn More About the Team
Want to meet a few members of the award-winning team at UPMC Health Plan? Watch this video tour of their contact center or join their Senior Vice President and Chief Operating Officer Mary Beth Jenkins this November at ICMI Contact Center Demo. Register with the code EC200 to save $200.