Heather leads Consumer Resolution Center that resolves complex member issues

[MUSIC PLAYING IN THE BACKGROUND THROUGHOUT THE VIDEO]

[Heather speaking on screen]

[Heather taking a photo with a Polaroid camera]

[POLAROID SHUTTER CLICK]

[Polaroid picture of Heather being placed on a table]

HEATHER: I truly believe that everybody deserves to feel cared for. It's health insurance, but it's health care.

[On-screen text: Heather, Consumer Resolution Center]

My name is Heather, and I lead the Consumer Resolution Center for UnitedHealthcare.

[Heather walking to an office and through an office lobby]

The goal of the Consumer Resolution Center is to find members who are experiencing really sticky issues and solving them.

[Heather in an office meeting in a conference room]

We have a daily consumer operations call focused on, hey, what's going on? What's impacting our members today? My team is an expert in empathy and customer service and understanding a member's issue.

[Split screen, one with a customer service member on a headset talking, and one with Heather speaking on screen]

They'll place an outbound call to that member and say, hi, I'm Heather from UnitedHealthcare. I see you're struggling. Let me help you.

[Split screen, videos of individuals working on computers, talking on headsets]

We've trained them to sit with them, solve that issue, whatever that takes.

[Heather in an office, with a colleague sitting down to have a meeting]

[Photographs of Heather and her family]

Being part of such a mission-driven organization and being surrounded by really incredible, passionate people makes me proud and excited to raise a family in a world where I think we are headed in the right direction.

[Polaroid photograph of Heather being placed into a photo album with photographs of other people, with a hand closing the album and showing the cover: “UnitedHealthcare, Committed to care.” Photographs of Heather and colleagues surround the album]

[BACKGROUND MUSIC ENDING]