Advocacy that sees the big picture

Healthcare is complicated. No one should have to go it alone. Because we know the system better than anyone, we can help you and your employees navigate it—with advocacy solutions designed to help save you money that may help lead to better outcomes and improved experiences.
We’ll take care of it, so you don’t have to.

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Advocacy that delivers for employers

Lower cost

We’ll help save you and your employees money. You may save up to 2-4%¹ in medical total cost of care.

Better outcomes

We bring together the power of vast data and a broad scope of the health care system under our roof to help deliver better health outcomes for members.

Satisfied members

Personalized and consistent omnichannel support helps members get the most from their benefits and delivers a better experience.

Advocacy that delivers for employees

Proactive guidance

Our data and insights help us identify when members may make suboptimal choices, helping them avoid unnecessary costs.

Compassionate service

Knowing that someone is looking out for them in every interaction, serving with empathy and a personal touch.

Simplified experience

Because we manage multiple parts of the health care ecosystem, we can connect the dots across every touchpoint to streamline the benefits experience.

Program Highlights

Digital engagement

Our digital tools help members make better decisions, connect with relevant clinical programs and reduce their costs.

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Personalized member view

Our Advocate dashboard helps us know members, find engagement opportunities, and offer faster, personalized support.

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Social determinants of health

Our Advocates use integrated tools to help find resources and connect members to organizations that can help meet the needs of the whole person.

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Active member intercept

We help members avoid unnecessary costs through near real-time guidance that may lead to more cost-effective choices.

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Custom high need member management

We use analytics to identify families of children with complex healthcare needs to help them navigate a system that may not always be set up to support them effectively.

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Third-party integration

(UHC Hub)

We help connect members to their full benefit suite, including external point solutions, with a unified telephonic and digital experience.

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The right expert for any situation

One person doesn’t have all the answers. A caller’s needs are anticipated leveraging deep analytics and we connect them with the right resource from our team-based model to help quickly resolve issues and find the help they need.

Benefits Advocate

Provides plan, claims and coverage expertise with first contact resolution.

Health Advocate

Provides financial and health advocacy through claims, wellness and health management expertise.

Nurse Advocate

Provides health and clinical education, decision support, and expertise from a licensed RN.

Pharmacy Specialist

Provides end-to-end service for Rx, including formulary guidance, lower cost alternative recommendations, home delivery, and claims and benefits management.

Behavioral Specialist

Provides expertise on behavioral health including provider selection, benefits explanation, and sensitive handling of mental health needs.

Super Advocate

Provides complex issue resolution, support for longer term issues, and a focus on cost diversion (for Elite and Premier members only).

Making a Difference

Video transcript

[ANIMATION OF UNITEDHEALTHCARE LOGO]

[MUSIC PLAYING IN BACKGROUND THROUGHOUT]

[PHONE RINGING]

[VIDEO OF DARRYL ON THE COMPUTER ANSWERING THE PHONE]

[DARRYL SPEAKING ON SCREEN]

DARRYL: Thanks for calling UnitedHealthcare. My name is Darryl. How can I best assist you today?

FEMALE VOICEOVER: At UnitedHealthcare, we strive every day to deliver value to our members and clients,

[Text On Screen – Delivering value]

[VIDEO OF A MAN AND A GIRL SITTING AT A LAPTOP]

from handling routine requests, to getting people to the care they may need

[VIDEO OF MAN ON THE SIDE OF A ROAD BY A TRUCK, TEXTING]

because when it comes to supporting you, advocacy is personal.

[VIDEO OF MAN AND WOMAN TALKING]

[VIDEO OF NUSE WALKING INTO A HOSPITAL ROOM WITH A NEWBORN BABY AND HANDING BABY TO MOTHER]

And because your needs may be growing, we continue to invest in even better advocacy solutions,

[VIDEO OF TWO WOMEN TALKING AT AN OFFICE DESK]

now and for the future.

[Text On Screen – What does this look like?]

[VIDEO OF WOMAN ON HER PHONE AT A KITCHEN TABLE]

So what does this look like? We guide our members through their healthcare journeys by providing hyper personalized support,

[VIDEO OF WOMAN WORKING AT A CALL CENTER]

enabled by our advocate dashboard.

[VIDEO OF WOMAN ON HER PHONE]

Whether the need is with support and resources for clinical care issues

[VIDEO OF PEOPLE GETTING PRDOUCE AT A FOOD SHELTER]

or locating food or housing assistance, we’re there to help.

[VIDEO OF MAN WORKING AT A CALL CENTER]

And for questions that require a little more time,

[VIDEO OF WOMAN AT HER LAPTOP]

we can take ownership and work on behalf of our members towards a resolution.

[VIDEO OF WOMAN ON HER PHONE]

When it comes to their experience, members can avoid unnecessary costs, thanks to near real time notifications

[VIDEO OF WOMAN WORKING AT A CALL CENTER]

and guidance that can lead to more cost effective choices.

[VIDEO OF WOMAN WALKING DOWN THE STREET ON HER PHONE]

Members will be able to access their benefits, even those that aren’t through UnitedHealthcare, in one place,

[VIDEO OF COMPUTER DISPLAYING EXPANDED DIGITAL EXPERIENCE]

through our expanded digital experience. And they can connect with an advocate how and when they want, with a digital chat that starts and stops when it’s convenient for them.

[VIDEO OF PEOPLE HAVING VIDEO CHATS ON THEIR LAPTOPS]

All this, while at home or on the go.

[VIDEO OF MAN ON HER PHONE]

[VIDEO OF CHILD IN A RESPIRATOR]

And when it comes to advocating for people who may need extra help, like members with complex care needs or those seeking gender affirming care,

[VIDEO OF TWO PEOPLE HOLDING HANDS, OFFERING SUPPORT]

we’re expanding our support with compassionate, one to one assistance.

[VIDEO OF NURSE ASSISTING PATIENT]

We know healthcare.

[VIDEO OF WOMAN WORKING AT A CALL CENTER]

[Text On Screen – Relationships]

We have the relationships.

[Text On Screen – Data]

We have the data.

[Text On Screen – Connected]

We’re better connected

[Text On Screen – Proactive]

and powered to be proactive on behalf of our members.

[VIDEO OF GIRL AND MAN SMILING]

[VIDEO OF MAN PLAYING WITH CHILD]

At the end of the day, advocacy isn’t about us.

[VIDEO OF WOMAN AT HER LAPTOP]

[VIDEO OF MAN And WOMAN PLAYING WITH CHILD]

It’s about you and it’s about our members,

[VIDEO OF DARRYL WORKING AT A CALL CENTER]

knowing that someone at UnitedHealthcare is always looking out for them.

DARRYL: All right, sir. You and t∂∂he family have a wonderful evening and thank you for calling UnitedHealthcare.

[ANIMATION OF UNITEDHEALTHCARE LOGO]

[Text On Screen – UnitedHealthcare]

[END MUSIC]

We continue to invest in even better advocacy solutions, now and for the future

Video transcript

Green trees line a suburban street. In the lower left-hand corner, a blue banner appears with white text:

ONSCREEN TEXT: Beverly Hills, FL

Gentle, inspiring piano music plays.

CAROL MAZZULLO: I moved here from Maryland—loving life because it's Florida and it's warm. And at this stage, my bones just love to be down here. I'm Cal Mazzola, and I live in Beverly Hills, Florida.

A blonde woman in sunglasses sits on a porch, gazing up at a palm tree waving in the sun. A blue water tower over the city reads "Beverly Hills." Now a photo shows Carol smiling in a lawn chair.

CAROL MAZZULLO: I began to notice my health declining. I began to realize that it had really started back in Maryland, but I had not taken care of myself. The diabetes, I was a type 2 diabetic. I went to the hospital because…

In a bright living room, Carol speaks from an armchair. A blue banner with white text appears in the lower left-hand corner:

ONSCREEN TEXT: Carol Mazzullo Member

Carol points to her right leg.

CAROL MAZZULLO: this leg had actually developed a foot ulcer on the bottom of it. This was horrific. It actually caused me to have to lose my right leg.

The view pulls back to show Carol's leg, amputated at the knee. Now a blue-tinted photo shows a health care professional supporting Carol with a prosthesis in a wheelchair. White text over the image reads:

ONSCREEN TEXT: After her leg amputation Carol's health journey had a long road ahead,

both physically and mentally.

CAROL MAZZULLO: I didn't know what I was going to do. Was I going to walk again? Was I going to feel like I was a whole person? What did that feel like?

Carol looks up at the ceiling with her pale blue eyes. She blinks away tears.

CAROL MAZZULLO: When I came home to this house, I was here all by myself. What I had to do was pick up the phone.

Carol smiles in a hospital photo. A blue tint washes over the photo, and white text appears:

ONSCREEN TEXT: Carol was referred to the UnitedHealthcare Complex Care Concierge (C3)

program, which helps connect eligible members to holistic, one-on-one support. Through the C3 program, Carol was connected to a UnitedHealthcare chaplain that helped her emotionally and spiritually navigate this new chapter.

Now a woman with curly blonde hair speaks near a curtain covered in a botanical print. White text in a blue banner beneath her shows her name and affiliation.

ONSCREEN TEXT: Laura Ritter UnitedHealthcare, Chaplain/Care Specialist

While Laura speaks, a photo shows Carol smiling and waving in a physiotherapy device at the hospital.

LAURA RITTER: My name is Laura Ritter, and I'm a chaplain for the Family Engagement Center. When we first met, she had just gotten home from the hospital and she was just trying to figure out, how is she going to get through each day. She was having trouble sleeping.

CAROL MAZZULLO: She would listen emphatically to me and allow me to just express what was on my heart.

LAURA RITTER: Part of my goal as a chaplain with UnitedHealthcare is to meet that patient at that bottleneck time where they're really in a crisis and to sort of walk through that crisis with them and make sure they have resources and people to turn to on the other end.

In a blue-tinted photo, Carol stands with assistance near a wheelchair. White text appears over the image:

ONSCREEN TEXT: In addition to Laura's support, Carol has a dedicated care advisor to help

with daily insurance needs and a nurse who helps with virtual management of her physical care.

CAROL MAZZULLO: All three worked in such a tremendous way that and they all talk to each other on a consistent basis, and provided notes so that each one could read and find out how I was doing. I was so impressed with the way that UnitedHealthcare was just taking me under. At no given time did I ever feel alone.

A diagram appears on a blue background. Photos show the members of Carol's care team and white lines connect them. Dave appears at the top with Laura and Amanda to the left and right of Carol.

ONSCREEN TEXT: Carol's UHC Care Team Dave, Care Advisor Laura, Chaplain Amanda, Nurse Case Manager

With a professional nearby, Carol uses parallel bars for physiotherapy in a photo. In a video, she walks with a prosthesis, hanging on to the parallel bars.

PHYSIOTHERAPIST: You’re doing better than you did the first time!

LAURA RITTER: Carole has set herself up on a new trajectory. She's been given this incredibly challenging circumstance and she's turned it around into an opportunity for her life.

Now windchimes wave in the breeze on Carol's porch.

CAROL MAZZULLO: I’m so excited. When I heard that you all were coming, I thought, “Wow, I get to meet Laura!”

Laura walks up Carol's driveway. Carol gets out of her wheelchair to give her a hug. They share a smile.

CAROL MAZZULLO: This program works. I am so fulfilled because of them. I'm just thankful for UnitedHealthcare, just seeing me through my journey.

The view soars over Carol's house as she and Laura talk on the porch. A white background fades in with blue text:

ONSCREEN TEXT: Complex Care Concierge

The UnitedHealthcare logo—a blue letter U with its right arm divided into three stripes—fades into the center of the background. Next, the logo disappears and new blue text emerges:

ONSCREEN TEXT: United Healthcare

The view fades to black.

Complex Care Concierge program helps members find support through life’s challenges

Barb’s Story

Barb’s* high blood pressure put her at risk for diabetes. This was exacerbated by the recent deaths of her father and two sons that left her overcome with grief, unable to maintain a regular diet and skipping doctor visits.

Read more

Eli’s Story

Eli* and his provider were planning for "top" surgery (double mastectomy for female-to-male transition) and had submitted a prior authorization. The procedure initially wasn’t approved because of a missing therapist letter (a necessary part of the clinical documentation). Eli called his Transgender Benefits Specialist.

Read more

Kassidy's Story

At the age of four, Kassidy* was diagnosed with a rare condition causing muscle weakness and skeletal abnormalities. She had to rely on family to help her perform simple tasks. Her mother, Kaitlin*, recognized that a powered wheelchair would significantly improve Kassidy's quality of life and enable her to be more mobile, but the process wasn’t simple.

Read more

Advocacy you can rely on

3.5 Million

members in our enhanced advocacy products²

75

NPS for members in an enhanced advocacy product³

91^%

overall member satisfaction with Advocate4Me⁴

50^%

reduction in transfers, on average⁵

39^%

of clinical program enrollees are referred by Advocates⁴

83^%

program acceptance rate within enhanced advocacy³

23^%

increase in clinical program enrollment⁵

80^%

shifts of tier 3 prescriptions using PreCheck MyScript⁶

Guidance at every step

Onboarding

We guide members through enrollment, so they understand their plan and how to make it work for them to avoid unexpected costs.

Engagement

Members receive a personalized experience—through incentive programs, wellness coaching, targeted health goals, and guidance to avoid financial surprises.

Care

We coordinate needs across multiple touchpoints with both the member and providers to help ensure members receive appropriate care.

Resolution

We help members understand billing, coverage, and work quickly to resolve any issues.

Support

We walk with our members, helping them make informed choices, avoid issues, and advocate for them across their health care journeys.

Different plans for different needs

Core

A proactive, highly-personalized experience helping members make informed choices and employers manage costs.

Predictive Personalization
Robust data and technology to help guide members to the right resource.
Proactive Outreach
Outbound calls and emails to educate members about their care options.
Improved Engagement
Active referrals of members into appropriate clinical and wellness programs.

Elite

Increased employee engagement and a higher-touch experience, with a designated team of Advocates who are specifically trained on your company’s benefit plan and priorities.

Everything in Core
All of the features from the Core plan are included.

Virtual Customized Care Team
Advocacy, wellness, and clinical teams operate as a virtually connected team for members, with Advocates’ direct extensions and voicemail available to members.

Expanded Advocate Role
Advocates offer enhanced services, including outbound call, and are empowered to engage an expert in real time.

Premier

Our most sophisticated package, with an integrated service team that includes dedicated Operations and Medical Directors, as well as clinicians who focus on quality and cost opportunities specific to your employee population.

Everything in Elite
All of the features from the Elite plan are included.
Integrated Customized Team
Team is integrated with Operations and Medical Directors leading real-time coordination (replaces the Elite virtual team).
Medical Rounds
Clinicians conduct medical rounds to provide an escalated level of clinical engagement and oversight for acute and chronic members.
Actionable Insights
Employer-specific analytics are generated daily to enable the team to actively support your employees’ care and provide them with a top-notch experience.

Learn more about the value our enhanced advocacy models provide:

Enhanced Advocacy Case Study

View (pdf)

Premier Advocacy BCRT Analysis

View (pdf)

Footnotes

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.
Total reflects active membership as of 1/1/23 and sold 2023 future effective dates with client membership projections determined by Sales/UW. 3.5M is net membership after including terms.
2021 Elite & Premier Advocate4Me performance reporting for Post-call NPS and Program Acceptance Rate
UnitedHealthcare Advocate4Me performance reporting, 2021. Results not guaranteed.
2021 Performance reporting, comparing enhanced advocacy members (Elite/Premier) to Advocate4Me members
Third party analysis of OptumRx claims data. Sept 2018 - Aug 2019 based on 4.6 million members, >180,000 providers, and 28.2 million transactions using PreCheck MyScript.