New case study demonstrates the value of advocacy models

A new Enhanced Advocacy Case Study that demonstrates the success of UnitedHealthcare enhanced advocacy models (Elite and Premier) is now available.

The study analyzed 617 large and mid-size employers (2.6 million lives) using 2022–2023 data to re-confirm the value of moving to higher levels of advocacy – namely, increases in per member per month savings due to gaps in care closed, increased member satisfaction, Health Activation Index scores and operational excellence (e.g., repeat rates and transfers). 

These findings were consistent with an earlier analysis using 2019–2020 migration data. In addition to the migration analysis, the new study also looked at the year-over-year performance of all advocacy models and found that enhanced advocacy outperformed Core Advocacy in key areas, including satisfaction and referrals offered. 

The study also analyzed customers who migrated from Core to Elite Advocacy or Elite to Premier Advocacy in 2022 specifically looking at the combined value of enhanced advocacy in years 1 and 2 post-migration. Results show that these employers saw an increase in combined savings as a result of gaps in care closed.

Some highlights of the 6-page case study include:

Migration evaluation

• Confirmed the estimated savings that were reported in an earlier study (2019–2020) that shows a reduction in total medical cost-of-care savings compared to Core: Elite/Elite Alliance saved up to 2–3%, while Premier saved up to 3–4%
• Saw an increase in per member per month (PMPM) 2022–2023 combined savings of 15% in Premier and 5% in Elite, as a result of gaps in care closed.
• Achieved a positive lift in Net Promoter Score® (NPS®). Elite NPS increased 6 points and Premier NPS increased 8 points over the 2-year period.
• Both enhanced advocacy models, Elite and Premier, sustained a 2-year improvement in repeat calls and transfer, indicators of the higher touch experience that enhanced advocacy models are designed to deliver.

2022–2023 performance by model comparison

• Program referral rates increased for all models in 2023, compared to 2022. In 2023, Core increased by by 9 points, Elite/Elite Alliance by 10 points and Premier by 14 points.
• It’s not enough to offer a referral; employees need to accept and then enroll. For all models combined, the 2023 acceptance rate was 91%. Beyond acceptance, clinical program enrollment is even more important because it helps drive better health outcomes for less cost.
• Employee satisfaction (NPS) rates for phone and chat improved across all models. NPS chat scores for Core improved 4 points, Elite/Elite Alliance 7 points and Premier 10 points from 2022–2023.

To learn more please download and review the Enhanced Advocacy Case Study at UnitedHealthcare Advocacy.