PITTSBURGH, June 24 /PRNewswire/ -- UPMC Health Plan is the first health insurer in the region to offer real-time "live chat"
Internet chat technology enables members to engage in secure online conversations with a UPMC
User surveys for the new service have generated positive responses from members and providers who find it easy to access and use. For example: "Love it, love it. I was afraid to try it before, but now that I have I will use it all the time."
"This is another example of how we strive to provide great service for our members and providers," said Mary Beth Jenkins, Chief Operating Officer of UPMC Health Plan. "We place special focus on ease of service and on giving our members and providers another option for contacting us."
UPMC Health Plan members and providers gain access to real-time live chat by going to www.upmchealthplan.com and logging in. This ensures that all information provided remains confidential and secure. Live chat is available from 8 a.m. to 8 p.m. Monday through Friday and from 8 a.m. to 3 p.m. on Saturdays for members, and 8 a.m. to 5 p.m. Monday through Friday for providers.
In a survey of members who had used live chat, a vast majority gave it positive reviews, with more than 89 percent saying they would more than likely use online chat again to contact UPMC Health Plan. More than 73 percent of providers indicated that they were likely to use live chat again.
Included among the comments UPMC Health Plan received from members on the live chat feature were:
Included among the comments UPMC Health Plan received from providers on the live chat feature were:
"At a time when many companies are looking for ways to cut corners and reduce the cost of customer service, UPMC Health Plan continues to invest in ways to provide new and more helpful tools for its members and providers," said Ms. Jenkins.
About UPMC Health Plan
UPMC Health Plan, the second-largest health insurer in western Pennsylvania, is owned by the University of Pittsburgh Medical Center (UPMC), one of the nation's top-ranked health systems. The integrated partner companies of the UPMC Insurance Services Division which includes UPMC Health Plan, UPMC Work Partners, LifeSolutions (EAP), UPMC for You (Medical Assistance), and Community Care Behavioral Health offer a full range of group health insurance, Medicare, Special Needs Plan, CHIP, Medical Assistance, behavioral health, employee assistance, and workers' compensation products and services to nearly 1.4 million members. Our local provider network includes UPMC as well as community providers, totaling more than 100 hospitals and more than 11,500 physicians in a 47-county region. For more information, visit www.upmchealthplan.com.
SOURCE UPMC Health Plan
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