Maleek leads with compassion, one member at a time

Video transcript

[MUSIC PLAYING IN THE BACKGROUND THROUGHOUT THE VIDEO]

[POLAROID SHUTTER CLICK]

[Polaroid picture of Maleek]

[Maleek working at his at-home office]

MALEEK: How you do anything is how you do everything.

[Maleek speaking on screen]

[On-screen text: Maleek, Member Advisor, Naviguard UnitedHealthcare]

That only lifts me up to be the best person I can be on a daily basis. My name is Maleek.

[Maleek working at his at-home office, sitting at a desk and talking on a headset]

So what we do is we're reaching out to members and helping them save money on being over-billed. We're the advocate for the member. You come in and you step in and you tell them, hey, we can help you. You'll still be educated at the end of the day on what you need to do going forward so you don't have this issue again. I think you have to be approachable over the phone too. People have to feel that. People can feel a smile through the phone.

[Maleek talking on a headset, smiling]

I think that's the most important thing, being human, making sure that they understand that you're a human behind this phone. We're not robots here. I'm just like you, at the end of the day. I work out every day.

[DRAMATIC MUSIC]

[Maleek in a garage, lifting weights and working out]

So I work out because it's a mental relief for me. It helps me be the best person I can be throughout the day because I started my day off giving it 100% to the workout. So I'm going to continue that throughout the day while I'm working.

[Maleek walking into an office building and working in the office]

So if you're going to work, you give work 100%, work's going to give you 100% back. Just to have a phone call with somebody who's having a bad day and you pick up the phone and it's like, hey, this is Maleek, how can I help you? That moment for somebody is just like, okay, he's really going to help me. There's definitely a great emotional attachment to the job.

[Maleek outside, walking with his family]

The feeling of getting on the phone with somebody, helping somebody, it's like the greatest feeling. We strive for quality and that's the whole key of what we're providing to people.

[Polaroid photograph of Maleek being put into a photo album with photographs of other people, the album being closed and showing the cover: “UnitedHealthcare, Committed to care.” Photographs of Maleek surround the album]

As a business, quality is the most important thing.

[MUSIC CRESCENDO AND FADE]

For Maleek, helping people comes naturally — something he learned from his mother, who raised four kids by herself while fighting breast cancer. Watching her strength and determination taught him to work hard, stay humble and lead with compassion.

Today, Maleek brings that same mindset to his role as a UnitedHealthcare member advocate. He connects with members who are trying to understand their out-of-network medical bills. These calls can be emotional, especially when someone is struggling after a health emergency or the loss of a loved one.

“I remind myself that on the other end of the phone is a person who just wants to be heard,” he says. “If I can bring them some clarity and a little bit of relief, that means everything.”

Before joining UnitedHealthcare, Maleek worked as a personal trainer. He loved seeing people reach their goals, but when his first son was born, he wanted a job that gave him more time at home. In his role at UnitedHealthcare, he quickly stood out for his consistency and positivity.

His approach is simple: treat every case like it’s his own. “How you do anything is how you do everything,” he says. “If I am going to show up, I am going to give it 100 percent.”

Through his work at UnitedHealthcare, Maleek is helping members better understand their healthcare costs and showing how compassion and consistency can make a real difference.

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