This year, Healthcare Contact Center Times is launching its first-ever HCCT Awards. The awards represent an acknowledgment that people leading healthcare contact centers are doing some of the most important and underrecognized work in healthcare. We believe organizations doing it exceptionally well deserve to be recognized.  

HCCT received submissions from across the country. The nominations were evaluated across three categories: Excellence, Culture and Innovation. The winners be honored in-person at our annual conference in Atlanta, June 3-5. 

The Excellence Award – Contact Center of the Year (Greater Than 500 Agents) honors a high-performing contact center that demonstrates exceptional service, operational excellence and a commitment to patient experience. This year’s winner was UPMC Health Plan. 

UPMC Health Plan’s Member Service Department didn’t just hit their numbers. They redefined what numbers are worth chasing. With a turnover rate of 12.34% in an industry that averages 30-45%, they saved $1.28 million in retention costs year over year. First Call Resolution reached 96.2%. Customer satisfaction hit 98%.

UPMC built a multi-layered feedback ecosystem: weekly reports, cross-departmental workgroups, a Speech Analytics tool that flagged trends and helped reduce commercial call volume by nearly 34%. Their Account Verification Team drove member logins up 21.7% in a single year, moving more interactions to self-service without sacrificing quality. 

J.D. Power ranked their representatives No. 1, scoring 73 points above the regional average for commercial plans and 66 above for Medicare, which is the highest member satisfaction in Pennsylvania for commercial plans two consecutive years running, and nationally for Medicare three years in a row.

“The result wasn’t just a well-run contact center,” says Derek Lok, publisher of Healthcare Contact Center Times. “It was a contact center that made the whole organization better.”