Liv's mission control team uses data signals to improve member experience

Video transcript

[SOFT, SLOW MUSIC PLAYING IN THE BACKGROUND THROUGHOUT THE VIDEO]

[Liv speaking on screen]

LIV: When I was growing up, I had an incredible sister.

[Photograph, Liv and her sister as children]

When she was six years old, she was diagnosed with cancer.

[Photograph, Liv and her siblings in front of a Christmas tree]

It instilled a deep desire in me to want to ease others' pain.

[MUSIC TEMPO INCREASES]

[Polaroid picture being taken]

[POLAROID SHUTTER CLICK]

[Liv holding up a Polaroid picture of herself, then putting the picture down and smiling for the camera]

My name is Liv, and I work at UnitedHealthcare.

[On-screen text: Liv, UnitedHealthcare COVE Director]

I am the director of the COVE, which stands for Consumer Operations Vitals and Experience.

[Liv walking through an office and by a signage on the wall reading, “Consumer Operations Vitals & Experience (COVE)]

[A control room with computers displaying data and analytics and Liv reviewing the data with a colleague]

We use data and analytics to find frustrations in the member experience and hopefully detect those things really early and remove that frustration as quickly as possible.

[Liv looking at a wall of computers in a control room]

I feel deeply committed to removing those frustrations, which comes from a really personal place.

[Photograph, Liv and her siblings as children]

My sister's name was Rachel. Unfortunately, she passed away when she was seven. I remember a lot from before her passing, even though my parents tried to hide it, how stressed they were.

[Liv working in her home office, with pictures of her family on a bulletin board behind her.

I think about that so much differently now as a parent and having realization of what my parents had to go through.

[Liv working in her home office]

[Liz in a control room, reviewing data]

When I was looking for a job, I remember seeing UnitedHealthcare's mission and it said helping people live healthier lives. And it just clicked for me. It was like, that's what I want to do.

[Liv in the office, talking with colleagues]

[Individuals in the office, working]

I think for everyone in the COVE, it's not just about metrics, it's about the person behind them.

[A group meeting in the office]

I feel proud of my team every single day for the deep compassion and commitment I see when we do detect that friction or that frustration from our customers.

[Liv in the office, talking with colleagues]

[Liv facilitating a meeting]

Nicely done.

[FINGERS SNAPPING]

I'm most grateful to work alongside so many people that truly live our mission to help people live healthier lives.

[A Polaroid of Liv in a photo album]

My name is Liv, and I'm committed to care.

[The cover of the photo album being closed, with the cover displaying, “UnitedHealthcare, Committed to care”, with various Polaroid pictures of Liv surrounding the album]

At UnitedHealthcare, our mission is to help people live healthier lives and make the health system work better for everyone. The Consumer Operations Vitals and Experience (COVE) team was created to do just that: to help support and improve the member experience. The team combines data, analytics and highly trained employees to detect friction early in the member experience, identify root causes and remove any roadblocks for members using their health plan benefits.

For Liv, the Founder and Senior Director of COVE, this is where member experience, insights and operational strategy come together. Liv got her start at UnitedHealthcare as a member call center advocate. From conversations with thousands of members, she developed an understanding of the challenges that members experience in navigating their health care, and it instilled a strong desire to do more to help. "I think I am naturally inclined to want to help people and just want to make people’s lives better and easier,” said Liv.

Liv also brings a deeply personal connection to the work. After losing her sister Rachel to cancer at a young age, she remembers the stress that her parents had in navigating the health care system. “It instilled a deep desire in me to help ease others’ pain,” Liv explained. She believes that people managing health challenges shouldn’t also have to take on a complicated or frustrating insurance process.

Insight and empathy go hand in hand – not just for Liv but her team. “Every one of our analysts looks at the data to determine what the problem is or where it might lie. But the real work is in understanding why that problem exists in the first place, who we need to talk to and what processes we need to better understand and improve,” Liv explains. “It’s not just about metrics, it’s about the person behind them.”

What started as an idea on paper became the COVE command center staffed by compassionate analysts dedicated to serving members better every day. COVE is the team picking up on conversations and saying ‘Do members have what they need?’. Liv added, “I’m most grateful to work alongside so many people who truly live our mission to help people live healthier lives.”

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