“After my first year at UPMC, I remember thinking I should have come sooner. It’s been such an incredible experience.”
As the mother of a 6-year-old daughter, Jessica W. is used to thinking on her feet.
“She is what we like to call a ‘firecracker,’” Jessica says. “She keeps me on my toes. She’s the best thing that’s ever happened to me.”
Jessica brings that same quick thinking to her work every day as a health care concierge. She joined UPMC Health Plan in 2020, quickly taking on additional responsibilities and growing in her career.
Her dedication and hard work have not gone unnoticed. Jessica was elevated to an expert in her role. She was also a recipient of the ACES Award, one of UPMC's highest honors, as a testament to the impact she makes every day.
“It’s very nice to be recognized and to hear what people have to say and to know that what I’m doing is making a difference,” she says.
Over the years, Jessica has seen her work shift to a virtual setting. She continues to approach each interaction with members as if they were family members.
She guides them through their experience with empathy and care.
“I try to bring patience into every phone call,” Jessica says. “Over time, that patience has grown into a real passion. I hope that every person I speak with feels that same sense of kindness and understanding.”
Jessica uses each conversation as an opportunity to support members through what can often be difficult or uncertain moments, offering compassion every step of the way. She enjoys outreach and ensuring members know about the benefits and opportunities available to them.
When asked where her passion for helping others comes from, Jessica cites her late grandfather as her inspiration.
“Growing up, my best friend in my entire world was my grandfather,” she says. “So, every phone call that I take or make, I always envision, ‘How would I want somebody to treat him?’"
Jessica also enjoys attending zoo walks that allow her to meet members in person. She gets to put a face to a name, and the members she assists get to do the same.
“It’s so nice because they’re so appreciative and grateful,” she says. “I've had so many members say, 'Can I give you a hug? We don't know where we would be without you guys.’ It’s just awesome to have that interaction with them.”
UPMC has allowed Jessica to grow, advance, and lean into what she does best. Reflecting on her journey, she says, “After my first year at UPMC, I remember thinking I should have come sooner. It’s been such an incredible experience.”
At UPMC, Life Changing Medicine means turning patience into a passion for delivering expert services.
Stories like this one have helped UPMC earn local, national, and global honors over the years. See how our commitment to Life Changing Medicine continues to receive recognition.
