About UnitedHealth Group

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3 About UnitedHealth Group Serving more than 85 million individuals worldwide with health benefits and services We serve individual consumer, employers, governments, commercial payers and intermediaries, physicians, hospitals, care professionals and pharmaceuticals and medical device manufacturers. Impact involves direct relationships with 6,100 hospital facilities and 855,000 physicians and caregivers. UnitedHealthcare and Optum serve members in all 50 states in the United States and more than 125 other countries. UHG 2014 revenues of $130.5 billion with 185,000 employees in 21 countries 2014 Optum revenue $47 billion with 80,000+ employees Fortune 500 ranking: No. 14 Named World s Most Admired Company in the Insurance and Managed Care sector, 2011, 2012, 2013, and 2014, by Fortune. Member, Dow Jones Industrial Average 3

4 Better Together Optum Clinical education Health care decision support Lifestyle coaching Behavior change value monetization Pharmacy benefits and medication review UnitedHealthcare Plan, claims and benefits education Issue resolution Network and steerage Provider relationships and shared savings Focused relationship with consumer that is preference- and needs-based Intelligent segmentation and personalization Issue resolution ownership and assurance Alignment of management team and goals Joint Affordability methodology and operational efficiencies Better Consumer Experience. Better Health. Better Affordability. Better Together. 4

5 Our Focus & Commitment CREATING A BRANDED, ONE OPTUM EXPERIENCE Compassion Empathy Knowledgeable Solution Oriented Connected Omni Channel Highly Engaging Ownership & Accountability 5

6 The Current State Contains a Multitude of Complexity 3Segments 11 Business Units 26+ Separate Operations ~95+ Unique Applications/Tools ~248+ Unique Call Types Current Complexity 150+ websites Many IDs and passwords Numerous transfers Confusing terminology Stating or requesting the same information more than once. ~12,000+ Customer Facing FTEs ~22 Million+ Calls Handled Annually Call to Action: The marketplace is demanding more integrated, highly accountable, consumer experience driven offerings. 6

7 Apex Integrated Member Service Platform Vision A solution that provides a simplified, best-in-class agent desktop that enables Admin Shared Service operating model by reducing the complexity agents face in handling and resolving administrative call types from members, providers, and other constituents Opportunity Organize to better serve clients based on client purchase behavior toward bundled solutions Interactions are customer-centric vs. product focused Quality, integration, and transparency to clients and internal support teams, operations, IT, and client engagement managers Benefits & Outcomes Support the Administrative Shared Services Operating Model Enable the one Optum experience Improve operational efficiency and reduce complexity for our customers and employees 7

8 Common Service Attributes 1. Standard greeting and common authentication process 2. Visibility to interactions from impacted workflows 3. Provide workflows and scripting based on call intent for a consistent user experience 4. Presents information just-in-time, no more, no less 5. Automatically populate member/account details based on IVR data passed to agent desktop 6. Automatically document interactions and cases during call flow Customer Care 8,200 13,200 seats 8

9 UHG PEGA Architecture 9

10 Deployment Behavioral Health & Financial Services R1.0 (Pilot) Behavioral Health R1.1 Behavioral Health R1.2 Behavioral, Physical Health & Financial Services R2, R3, R3.2 OptumInsight Product Support R Jan Apr Jul Dec Jan Apr Jul Dec Jan Apr Jul Dec 10

11 Platform Screenshots & Feedback User Feedback Comprehensive and easy to use; being able to document in one system Makes the call error-proof because it is step by step on what needs to be done anybody can catch on We see members, as opposed to fractions of their coverage; we can see dependents too An overall picture of the member s coverage makes it easier to help them across aspects of their coverage; it will foster a sense of security and accountability 11

12 Platform Screenshots & Feedback User Feedback Comprehensive and easy to use; being able to document in one system Makes the call error-proof because it is step by step on what needs to be done anybody can catch on We see members, as opposed to fractions of their coverage; we can see dependents too An overall picture of the member s coverage makes it easier to help them across aspects of their coverage; it will foster a sense of security and accountability 12

13 Organizational Impact 13

14 Implementation Strategy Focus on member experience versus products or organizations Develop future-state value streams and adhere to DCO Build > Pilot > Collect Feedback > Incorporate Business + end user involvement throughout process 14

15 Lessons Learned Train supervisors before front-line staff Develop to-be process maps early Tighter integration with impacted internal application teams Reconcile methodologies Involve UAT earlier Execute pre and post-production pilots More focus on UI guidelines 15

16 Q & A