Mission, Vision, Values

Mission

Balancing Life, Work and Wellness

Vision

As part of the University of Pittsburgh Medical Center, EAP Solutions subscribes to the Vision of UPMC:

UPMC will redefine traditional models of health care by becoming a truly integrated, self-regulating health care system, utilizing evidence-based medicine to produce superb clinical outcomes. The organization will be recognized nationally and internationally as a top-tier academic center for research and clinical excellence, while remaining firmly rooted in the local community as a responsible corporate citizen and an integral part of Western Pennsylvania.

Values

As part of the Insurance Services Division within UPMC, EAP Solutions adheres to the following values known as PRIIDES:

Partnership
We believe Positive Partnerships and Teamwork Improve Results.

• Actively work to understand requirements of all stakeholders
• Build teamwork by encouraging positive team spirit and cohesiveness
• Foster and implement routine communication
• Recognize others' effort and give credit
• Clearly define expectations of all impacted parties
• View relationship building as a continuing process
• Offer assistance and support to coworkers
• Display an understanding of how your job relates to others
• Work cooperatively in group situations
• Work to resolve conflicts
• See the organization as a system
• Share and support our vision, mission, and values.

Respect
We treat others as we want to be treated.

• Recognize all stakeholders’ mutual dependency
• Resolve conflict by focusing solely on the process or issue
• Willingly share and accept information and ideas
• Actively listen and consider the opinion of others
• Give feedback as appropriate
• Exhibit good listening skills
• Keep others adequately informed
• Display positive outlook and pleasant manner
• Exhibit tact and consideration

Integrity
We do what is right.

• Adhere to the codes of conduct and ethics
• Do the right thing even if it is not easy
• Keep promises and follow through with commitments
• Learn from mistakes and participate in appropriate resolution
• Give credit where credit is due and recognize others' efforts
• Meet attendance and punctuality guidelines
• Take responsibility for own actions
• Exhibit sound and accurate judgment
• Ask for help when needed
• Draw on previous experiences and logic to make appropriate decisions

Innovation
We create products and services for current and future success.

• Continuously look for ways to improve processes and systems
• Lead initiatives to change structure, system, or talent mix of the organization to more effectively support the business strategy
• Encourage informed risk-taking
• Recognize, consider, and acknowledge both small and large suggestions for change
• Provide appropriate technical support and infrastructure to implement new ideas
• Seek out market information and best practices
• Question the status quo, but do not discard without clear reasons for change
• Encourage brainstorming as part of development process

Development
We invest in our staff members’ continued growth and satisfaction.

Staff:

• Share knowledge
• Seek opportunities for self-development, including increased responsibilities
• Volunteer readily

Managers and Leaders:

• Strive to improve the skills of others by providing clear, honest performance feedback
• Coach and provide developmental opportunities for others, taking pride in their success
• Provide and encourage training to continue personal and professional growth
• Select and develop high-quality staff
• Encourage and reinforce a balance in business and personal commitments
• Discuss career advancement opportunities
• Develop and communicate annual strategic training plan
• Administer timely performance evaluations

Excellence
We strive for “Best-in-Class” practices and outcomes.

• Seek expert opinions through research and academic rigor
• Consistently set higher expectations and raise standards
• Reward employees for performance excellence
• Display commitment to excellence
• Meet work commitments with minimal supervision
• Make decisions based on company-wide values, considering the effects on quality, cost, customer service, and revenue
• Ensure all staff are up to date on key management indicators
• Seek to improve member access
• Value and practice continual process improvement

Service
We view exceptional service to all customers as a critical differentiator.

• Provide 24/7 customer service
• Have “Whatever it takes” attitude
• Go the extra mile: “what else can I do?”
• Anticipate needs of customers
• Respond promptly to customer needs
• Set measurable goals for service and hold people accountable
• Display courtesy and sensitivity
• Manage difficult or emotional situations
• Incorporate customer feedback into innovation
• Adapt to changes in the work environment