UPMC Health Plan Customer Service Management Team of the Year

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.

Briefly describe the nominated team: history and past performance (up to 1,250 characters):

Great leadership, empowered people, and innovative technology is the heartbeat of the UPMC Health Plan Member Services Management team. They don't just deliver service; they create experiences that leave members feeling valued and cared for, reflected in an extraordinary 98% satisfaction rate. Guided by visionary leadership, this team has turned a traditional call center into a concierge-style operation that embodies compassion and excellence, even being featured in UPMC Health Plan billboards and commercials. Caring is at the heart of everything we do, for our team, our members, and each other, creating a culture where trust and belonging thrive. This success is truly intentional where leaders put people first, fostering empowerment, accountability, and innovation. Every team member receives comprehensive training, personalized coaching, and career development, ensuring they have the confidence and tools to shine. Advanced technology like speech analytics and quality monitoring enhances efficiency without sacrificing empathy, so every interaction feels personal and meaningful. This team doesn't just meet expectations; they redefine them, proving what's possible when leadership, technology, and people unite with purpose and heart.

Outline the team's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Since July 2023, the UPMC Health Plan Member Services Management team has shown unwavering commitment to a people-first culture through remarkable investments in development and engagement. In 2025, we dedicated 56,586 hours to employee training and delivered 7,654 individualized coaching sessions, ensuring every representative had the confidence, skills, and support to resolve complex issues while providing exceptional service. That discipline helped drive an industry-leading turnover rate of 14.82%, well below the typical 30-45% for call centers and strengthened the trust members feel on every call. Engagement was high at 77% with a 97% participation in the MyVoice survey, nearly double industry norms, showing clear proof that employees feel heard, valued, and motivated. Leadership effectiveness was validated by outstanding 90/100 scores in both "Leader Well-Being" and "Leader Feedback," reflecting deep trust and proactive support. Team morale remained high, with employees describing a culture of belonging, confidence, and pride in their work. These efforts translated into recognition at the highest level: J.D. Power Syndicated Study ranked our "People - Call Center Representative" #1, scoring 73 points above the regional average. Caring is at the heart of everything we do for our team, our members, and each other, so these achievements don't just elevate employee experience; they create world-class member care, demonstrating that when people thrive, excellence follows.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

This management team exemplifies what leadership can achieve when vision meets execution. Their strategy blends empowered people, cutting-edge technology, and a culture of care, creating a scalable model that redefines service excellence. Few contact centers earn recognition across culture, operations, and outcomes; this team does and sets the benchmark. Under their leadership, UPMC Health Plan won ICMI Best Large Contact Center (2024) and two Gold Stevie Awards (2025), affirming excellence judged by global standards. We achieved highest in Member Satisfaction in PA according to J.D. Power: for Commercial plans, two years in a row, and for Medicare plans, three years in a row. Our Call Center is also J.D. Power Certified.

Performance is consistent and industry-leading: First Call Resolution 96.2%, Member Satisfaction 98%, Concierge Helpfulness 98.5%, and World Class Call Star rating of 5-all delivered over time. Advanced tools like speech analytics and quality monitoring are deployed with purpose, highlighting empathy so every interaction feels personal and meaningful. Their uniqueness lies in transforming care into a guiding principle for every decision and process for employees, members, and each other. We have created a concierge-level experience that flexes to high volumes without compromising quality. This is more than operational excellence, it's a human-centered approach that sets a new standard for service, proving that when care drives strategy, success follows.

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 1,500 characters):

Supporting evidence is reflected in the words of one of our employees: "They allow me to be my authentic self, which fosters a sense of belonging and confidence. They promote a healthy work-life balance, ensuring I have the time and space to recharge and take care of myself. This supportive atmosphere enables me to perform at my best and feel fulfilled both professionally and personally."

Additional proof is provided in our accompanying PowerPoint presentation:

• Slides 1-4: Background on our organization
• Slides 5-6: Operational metrics and engagement scores
• Slides 7-10: Introduction to our leadership team
• Slides 13-18: Structure and culture
• Slides 19-25: Career development programs including training, coaching, and growth opportunities
• Slides 26-32: Engagement and recognition initiatives
• Slides 33-39: Processes ensuring consistent, high-level member service
• Slides 40-44: Innovative technology enhancing member and employee experience
• Slides 45-48: Evidence of recent achievements

These materials demonstrate how our leadership team creates a culture of care, empowers employees, and leverages innovation to deliver world-class service. The UPMC Health Plan Member Services Management team doesn't just lead, they set the gold standard for what exceptional leadership looks like in customer service.

Choosing us as Management Team of the Year means recognizing a team that has redefined excellence and proven that when care is the foundation, success follows.