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UPMC Health Plan announced today the launch of a Virtual Concierge that will assist commercial plan members with some of their most frequently asked questions related to their benefits and coverage and how to access care and services.
The Virtual Concierge is available 24/7 to provide audible responses and can even send helpful links via messages.
"The Virtual Concierge is another way UPMC Health Plan is making health care more accessible for our members," said Chris Daley, director, Digital Technology Services, UPMC Health Plan. "This useful, easy-to-use, and fun resource reflects our commitment to both exceptional service and innovation."
The Virtual Concierge leads voice assistant users through a verbal chatbot-style experience to receive quick and useful information, including:
• Member benefits and coverage (ID card help, preventive coverage)
• Clear explanations of insurance terminology
• How to access services including UPMC's AnywhereCare telehealth mobile application
• Orientation services for new UPMC Health Plan members
• COVID-19 vaccine information
The Virtual Concierge tools directly reflect input from UPMC Health Plan members. In a Health Plan-conducted study, 40 percent of insured Pennsylvanians surveyed reported that a "smart speaker" voice assistant resource would help them and make benefits easier to understand.
The UPMC Health Plan Virtual Concierge debuted in February 2020 and is now available on both Amazon Alexa and Google Assistant-enabled devices.
Amazon device users can enable the UPMC Health Plan skill, then open the skill with a prompt such as, "Alexa, ask UPMC Health Plan about the COVID-19 vaccine." Or "Alexa, ask UPMC Health Plan to welcome me."
Members with a Google device can access the service by prompting their smart speaker with, "Hey Google, talk to UPMC Health Plan."
For more information about how to access and to discover future updates, visit and bookmark the webpage for members.