Bobby's journey: Why health care advocacy matters

Serious health events can unfold quickly, leaving individuals and families navigating fear, uncertainty and a complex health system all at once. In moments like these, having the right support in place can make it easier for employees to focus on recovery instead of logistics. For employers, it’s a reminder that support beyond clinical care can play a critical role in the employee experience, health outcomes and even cost management.

Bobby’s experience highlights the role health care advocacy can play when timely support, coordination and clarity matter most.

For more than two decades, Bobby believed he was doing everything right to stay healthy. He dedicated himself to fitness and maintaining an active lifestyle. That was until he began experiencing persistent heartburn that led him to schedule an appointment with a cardiologist. Shortly thereafter, he learned he had a 95% blockage on the right side of his heart that required emergency surgery the following morning.

His spouse, Lucretia, recalls how overwhelming those first days felt. But within 48 hours of the surgery, she received a call from Rusty, their UnitedHealthcare advocate. “That call made all the difference,” Lucretia shared.

Rusty helped coordinate next steps, connected them with available benefits and made sure Bobby’s recovery plan aligned with their health plan coverage. “Our care coordinator made us feel like we were valued and that we were a person because the way he interacted with us was not about a case or a claim,” said Bobby. “My spouse didn’t need to worry. I didn’t need to worry. All I had to do was recover.”

Today, Bobby stays on top of his heart health and encourages others not to ignore warning signs. "So many of us don't recognize that heart conditions are a leading cause of health issues," he said. "Paying attention to those early signs really matters."

Bobby hasn't forgotten his advocate's impact: "We're so grateful. I told Rusty, if I ever had the chance to say thank you, I would. You're saving lives."

For employers, Bobby’s experience highlights the role health care advocacy can play in critical moments. When employees are faced with serious health events, access to personalized resources and coordinated support can help reduce burden at a time when focus on recovery is needed most.

The UnitedHealthcare Advocacy model goes beyond traditional customer service. Specialized advocates — including Benefits Advocates, Health Advocates, Nurse Advocates, Pharmacy Specialists and Mental Well-being Specialists — work as extensions of the member’s care team, helping them understand their benefits, coordinate post-discharge care, identify lower-cost care options, navigate members to effective clinical programs that may help improve outcomes and deliver more consistent cross-channel experiences.

Employers offering enhanced advocacy services saw measurable results:

• 2–4% savings in medical cost savings¹
• Up to 7% fewer inpatient days (vs. UnitedHealthcare Core Advocacy services)²
• 30% increase in clinical offer program enrollment over Core Advocacy²

And employees notice the difference, too, with 94%+ chat satisfaction³ and an 84% program acceptance rate based on support offered or referrals made by UnitedHealthcare Advocates.⁴

For Bobby and Lucretia, the support provided by their UnitedHealthcare Advocate after surgery was essential. For organizations, it can mean healthier employees, a better overall experience and cost savings that may impact the bottom line.