Member experience
Employee expectations for more consumer-driven experiences continue to grow, and those expectations carry over to how they access their health benefits and receive care. At UnitedHealthcare, we are working to create a better member experience — one that is simpler, more connected and supportive. That means helping members navigate the health system through a retail-inspired digital experience, personalized advocacy services, solutions that offer financial support and transparency, and reward and incentive programs that may help empower healthier behaviors.
Working to simplify care for members every day
Video transcript
A blue U with three stripes appears in the center of the screen. It moves to reveal white text on
a blue background. Music plays throughout.
ON SCREEN TEXT: Working to simplify care
for members every day
An animation shows an orange line moving through a maze. A female announcer speaks.
FEMALE ANNOUNCER: At UnitedHealthcare, we understand that navigating health care can feel
like a maze. That's why we're all about making the health care experience simpler and more
supportive for employees and their families every day.
A montage shows a mother and her two kids playing soccer in the yard, a couple looking at a
tab, and a person using a cell phone. The female announcer continues speaking.
FEMALE ANNOUNCER: It starts with giving them access to digital tools built to be as intuitive
and personalized as shopping online.
An animation shows a hand holding a cell phone with the United “U” on the screen. White text
appears on the left of the screen.
ON SCREEN TEXT: Care
Benefits
FEMALE ANNOUNCER: On the UnitedHealthcare app and myUHC.com, members can manage
both their care and benefits more efficiently.
The phone animation moves to the left of the screen and white text appear to the right. The
female announcer continues speaking.
ON SCREEN TEXT: Find a doctor
Estimate costs
Check deductible
24/7 Virtual Visits
Pay claims
FEMALE ANNOUNCER: Whether they want to find a doctor, estimate treatment costs, check
progress toward their deductible, start a virtual visit, or pay a claim, they can do it all digitally,
anytime, anywhere. And when members want more personalized support, our compassionate
advocates are there for them, too. Just a click or call away.
The animation shows a finger swiping on the phone to reveal a text message icon and a phone
icon. Then a video montage of a customer service representative in an office and a woman
holding her baby at home on the phone with the representative, people on a computer, a couple
working out, and a man looking at his cell phone sitting on a couch.
FEMALE ANNOUNCER: Looking at a member's unique dashboard, advocates are ready to
answer questions, help them navigate a complex health condition, or even recommend next
best actions, like enrolling in an eligible clinical or wellness program, based on that member's
health journey and benefits plan.
An animation shows two white circles on a light blue background revealing a thumbs up icon in
the left circle and a dollar sign icon in the right circle. The female announcer continues speaking.
FEMALE ANNOUNCER: When members are empowered to make more informed health
decisions, better health outcomes and lower costs may result.
White text appears over a blue background.
ON SCREEN TEXT: Up to
2-4%
In medical cost savings for employers with
Enhanced UnitedHealthcare Advocacy
ON SCREEN TEXT: 2019-2020 UHC employer study including 387 clients, 4.8M members and
$19.2B in medical spend. Analysis completed on a continuous medical
enrollment basis. Medical costs risk adjusted for age and gender. Value
impact based on comparing clients by the adoption platform features vs
not (e.g. enhanced vs core advocacy). Actual client results may vary
based on specific clinical programs the client has or maturity of
implementation.
An animation shows a dollar sign icon in an orange circle with a blue arrow pointing up over a
white background. The female announcer continues speaking.
FEMALE ANNOUNCER: We also understand the impact that the cost of care can have on
employees. So we offer solutions designed to help offset out-of-pocket costs right from the
start.
An animation shows a hand holding a debit card, then a hand holding a cell phone, and swiping
the screen multiple times.
FEMALE ANNOUNCER: Like preloaded debit cards, out-of-network bill management programs,
$0 copays for five life-saving medications, and health plan designs that allow members to
compare copays up front before receiving care.
An animation shows a blue gift box with a ribbon on a blue background. The top moves to reveal
confetti and some bills in the box.
FEMALE ANNOUNCER: Rewards and incentive programs can also help by allowing participants
to earn dollars for completing certain healthy actions…
An animation shows a stethoscope in the shape of a heart, it shifts left revealing three boxes
with orange check marks in each and a person’s leg walking.
FEMALE ANNOUNCER: Like getting a checkup, taking a health survey, tracking steps, and more.
White text appears on a blue background.
ON SCREEN TEXT: 94%
of first-time UnitedHealthcare Rewards
participants earned a reward
UHC Rewards 2023 book of business.
A white U with three stripes waves across the screen to reveal blue text over a white
background.
ON SCREEN TEXT: A simpler health care
experience matters
FEMALE ANNOUNCER: A simpler health care experience matters.
A video montage shows a man at a white board, a woman working on a laptop, three people
working at a large desk, people in a meeting area, a woman and her mother walking outdoors.
The screen dissolves to blue text over a white background.
FEMALE ANNOUNCER: That's why at UnitedHealthcare, we're constantly innovating and
investing in solutions designed to help remove obstacles and streamline every step for every
member, every day.
ON SCREEN TEXT: Talk to your broker, consultant or
UnitedHealthcare representative
to learn more
A blue U with three stripes in the center of the screen. Blue text appears under the U. The music
fades out.
ON SCREEN TEXT: United
Healthcare
There for what mattersTM
ON SCREEN TEXT: All UnitedHealthcare members can access a cost estimate online or on
the mobile app. None of the cost estimates are intended to be a guarantee of your costs or
benefits. Your actual costs may vary. When accessing a cost estimate, please refer to the
Website or Mobile application terms of use under Find Care & Costs section.
Advocate4Me services should not be used for emergency or urgent care needs. In an
emergency, call 911 or go to the nearest emergency room. The information provided through
Advocate services is for informational purposes only and provided as part of your health plan.
Wellness nurses, coaches and other representatives cannot diagnose problems or recommend
treatment and are not a substitute for your doctor's care. Your health information is kept
confidential in accordance with the law. Advocate services are not an insurance program and
may be discontinued at any time.
Care Cash provides a pre-loaded debit card which can be used for certain health care expenses.
If the card is used for ineligible 213(d) expenses, individuals may incur tax obligations and
should consult an appropriate tax professional to determine if they have such obligations. The
information provided in connection with Care Cash is for general informational purposes only
and is not intended to be nor should be construed as medical advice. Individuals should consult
an appropriate health care professional to determine what may be right for them.
The UnitedHealthcare® app is available for download for iPhone® or Android®. iPhone is a
registered trademark of Apple, Inc. Android is a registered trademark of Google LLC.
24/7 Virtual Visits is a service available with a Designated Virtual Network Provider via video, or
audio-only where permitted under state law. Unless otherwise required, benefits are available
only when services are delivered through a Designated Virtual Network Provider. 24/7 Virtual
Visits are not intended to address emergency or life-threatening medical conditions and should
not be used in those circumstances. Services may not be available at all times, or in all
locations, or for all members. Check your benefit plan to determine if these services are
available.
UnitedHealthcare Rewards is a voluntary program. The information provided under this
program is for general informational purposes only and is not intended to be nor should be
construed as medical advice. You should consult an appropriate health care professional before
beginning any exercise program and/or to determine what may be right for you.
Receiving an activity tracker, certain credits and/or rewards and/or purchasing an activity
tracker with earnings may have tax implications. You should consult with an appropriate tax
professional to determine if you have any tax obligations under this program, as applicable. If
any fraudulent activity is detected (e.g., misrepresented physical activity), you may be
suspended and/or terminated from the program. If you are unable to meet a standard related
to health factor to receive a reward under this program, you might qualify for an opportunity to
receive the reward by different means. You may call us toll-free at 1-866-230-2505 or at the
number on your health plan ID card, and we will work with you (and, if necessary, your doctor)
to find another way for you to earn the same reward. Rewards may be limited due to incentive
limits under applicable law. Components subject to change.
This program is not available for fully insured members in Hawaii, Vermont and Puerto Rico nor
available to level funded members in District of Columbia, Hawaii, Vermont and Puerto Rico.
Insurance coverage provided by or through UnitedHealthcare Insurance Company or its
affiliates. Administrative services provided by United HealthCare Services, Inc. or their affiliates.
© 2024 United HealthCare Services, Inc. All Rights Reserved. 24-3087986-Q
B2B EI21534396.3 7/24
A retail-inspired digital experience
About 4 out of 5 consumers want to use a digital health platform to manage both their care and benefits.1 And just over 71% of surveyed consumers said they expect personalization, with another 76% saying they grow frustrated without it.2 At UnitedHealthcare, we’re continuing to enhance our digital experience to make it simpler, more connected and personalized for the members we serve.
Compassionate, knowledgeable support
A recent survey found that all consumers struggle to understand their benefits or find care3 — and those struggles can cause employees to defer, delay or choose care that may not be appropriate for their conditions. Those challenges can become amplified when employees are dealing with a complex or vulnerable health situation for either themselves or a covered dependent. That’s where UnitedHealthcare advocates come in.
Solutions that offer financial support and transparency
Health care costs continue to climb, creating tight and sometimes unsustainable financial situations for employers and employees. A little less than 75% of adults said they are either “very” or “somewhat worried” about being able to afford unexpected medical bills or the cost of health care services for themselves and their families.4 At UnitedHealthcare, we are working to reduce the burden that high costs can place on the shoulders of employees by allowing members to check costs before receiving treatment and to provide support when it comes time to pay for care.
Enticing reward and incentive programs
Research backs the idea that most everyone loves a good reward. In fact, 91% of surveyed consumers expressed interest in health care incentive programs and indicated they would change their health care behavior for as little as a $25 incentive.5 Still, finding the motivation to develop healthier habits can be challenging — and that’s where reward and incentive programs come in. At UnitedHealthcare, we’ve developed solutions aimed at helping your clients and their employees see results.