Ensuring that health plan members have a smooth and helpful customer service experience is a top priority at UnitedHealthcare, and we’re working hard to innovate our customer service systems. My colleague, Dan Tropeano, executive director of UnitedHealthcare of Pennsylvania and Delaware, wrote a great article recently about Advocate4Me, UnitedHealthcare’s new customer service initiative:
“Many people dread the idea of calling customer service, afraid they’ll hang up the phone more frustrated than when they called.
Delivering a quality customer service experience is a challenge in the health insurance industry. The complicated health care system coupled with the fact that most people are calling when they are facing frightening health issues creates a tough situation.
At UnitedHealthcare, we’re working hard to improve the customer service experience with our new initiative, Advocate4Me.
Advocate4Me simplifies the customer experience in several ways. First, a single advocate is assigned to see each member through each health issue. Every time a health plan member needs to talk to someone at UnitedHealthcare about an issue, such as a knee surgery or cancer treatment, they can talk to the same person until the issue is solved, which helps customers trust that they are working with someone who understands their problem and will take charge of solving it.
Secondly, the advocate works on the customer’s behalf to utilize UnitedHealthcare’s vast resources to solve the customer’s problem. Resources include top experts in medical, behavioral, clinical and pharmaceutical sciences, plus cutting-edge technology.
Finally and most importantly, advocates understand that customers may be overwhelmed with worry about their health issues and frustrated by what can be a complicated health care system. So when customers call, advocates try to make them feel understood, cared for and at ease.
To read more about Advocate4Me, check out Forbes Magazine's recent article featuring interviews with Dr. Magliori, executive vice president and chief medical officer of UnitedHealth Group, and Chris Carlson, vice president of customer experience at UnitedHealthcare, about the new Advocate4Me initiative."