Inland Empire Health Plan Achieves Esteemed J.D. Power Certification for Customer Service Excellence

Inland Empire Health Plan Achieves J.D. Power Certification

Inland Empire Health Plan (IEHP) has proudly announced that it has received the esteemed J.D. Power certification for outstanding customer service, particularly for its phone support operations. This recognition marks a significant milestone for the local health plan and acknowledges its commitment to delivering an exemplary customer experience to its members.

As Mike Grant, Vice President of Member Experience at IEHP, expressed, “This certification represents a pinnacle of excellence, and we are thrilled to have our team's hard work recognized this way.” The acknowledgment not only signifies great service but also instills confidence in their members that they will always receive top-tier support.

Commitment to High Standards

The pursuit of J.D. Power certification represents IEHP's proactive approach towards continuously enhancing its customer service standards. J.D. Power, a global leader in consumer insights, has been a reference point in the customer service domain for over 50 years. The organization utilizes extensive analytical data to foster improvements across various industries, including insurance and healthcare.

To achieve this certification, organizations must meet stringent criteria encompassing customer satisfaction, organizational strategy, and best practices related to team culture and employee engagement. For IEHP, the evaluation process involved a comprehensive assessment of its operations, which included collecting feedback from members in both English and Spanish to gauge satisfaction effectively.

A Year of Transformation

The certification process spanned over a year, during which IEHP utilized customer feedback to refine its processes. As Remington Paul, Senior Director of Member Services at IEHP, stated, “The insights we gleaned during this time sparked new ideas and reinforced our commitment to ongoing improvement.” He further emphasized that the focus on maintaining strong ties with the organization's mission is crucial for continuous development.

“We have always believed in providing exceptional service, but having this belief validated by J.D. Power confirms we are making a positive difference,” Paul added. He articulated that achieving excellence is less about constant innovation and more about maintaining a steadfast commitment to effective practices that resonate with members.

High Call Volume and Team Commitment

In 2025 alone, IEHP's dedicated member services team—comprising 508 skilled professionals—successfully handled approximately 146,900 calls each month, averaging about 4,900 calls daily. These interactions encompass a wide array of inquiries, from eligibility status to referrals and authorizations, showcasing the team's capability and dedication to member support.

About Inland Empire Health Plan

Established in 1996, Inland Empire Health Plan operates as a not-for-profit entity. It currently serves more than 1.5 million residents across Riverside and San Bernardino counties enrolled in Medicaid or IEHP DualChoice plans (a collaborative program for individuals with both Medi-Cal and Medicare). Recently, IEHP has expanded its offerings to include Covered California plans, further promoting healthcare access for its community members.

The organization takes pride in its comprehensive network of high-quality healthcare providers and a committed workforce of nearly 4,000 individuals, all striving towards a common vision: ensuring their communities experience optimal care and vibrant health.

For more information about available career opportunities or to learn more about IEHP’s mission and services, please visit careers.iehp.org or check www.iehp.org.