UnitedHealthcare celebrates employees who create great experiences

Upbeat music plays. A sign on the side of a beige office building reads “UnitedHealthcare.” Text appears.

ONSCREEN TEXT:     Duluth, MN

Inside the building, a placard resting on a desk reads “Travis Hill, UHC Operations.” Travis, a middle-aged man with glasses and a goatee, works on a computer. A woman with shoulder-length hair, Sandy, speaks in voiceover.

SANDY: Travis is the associate director over two employee experience programs.

Sandy interviews.

ONSCREEN TEXT:     Sandy Marino

                                    Sr. Director, Consumer Experience

                                    Travis’ Manager

SANDY: One being the site mayor, and the other being the voice of the employee program.

Sandy speaks in voiceover as an employee carries a tray of food through a cafeteria. A sign reads “You’re Invited to the Duluth Beach Party BBQ.” A string of pineapples cut out on paper hangs from a wooden counter.

SANDY: Potlucks, or barbecues, or you know, Relay for Life. The cancer walks.

Travis works at his computer.

SANDY: He helps organize all of that.

In a conference room, Travis addresses a committee.

TRAVIS: We’re gonna do tie blankets for the Ruth house in Superior.

An employee ties the tassels on the edges of a blue blanket.

TRAVIS: And then we’re doing Grins To Go for the Ronald McDonald House in Duluth.

Various simple toys and practical joke items line a table. Travis grins.

SANDY: When we had the opening for the role that he’s in now…

Travis greets a group of women as they step into the cafeteria.

TRAVIS: Hello, welcome, come in and have some lunch.

Sandy speaks in voiceover as Travis chats with a man in a suit.

SANDY: He has an openness about him. A curiosity about him. An energy about him…

Travis smiles and pumps his hands in a “raise the roof” motion.

Sandy interviews.

SANDY: …that we just knew that it had to be Travis.

Travis and a dark-haired woman arrange notepads and water bottles on a table.

SANDY: He’s empowered to do whatever’s right for the employee, for the consumer. And he just takes it and runs with it.

A grey-haired man, Chris, interviews in an office.

ONSCREEN TEXT:     Chris Byrnes

                                    Senior Vice President of Operations

CHRIS: Travis was really a leader as we navigated our way through Covid and the impacts that that was having, not only to us as a business, but to our employees and our leaders of our employees as well.

Travis works at his desk. Chris speaks in voiceover.

CHRIS: And really trying to make sure that they have the tools, the information, and the knowledge to help us successfully navigate through that time period.

A sign on a wall reads “Let’s elevate care together.” In the cafeteria, Travis speaks with the cooks behind the counter.

TRAVIS: How’s it going?

COOK: It’s going really good.

Travis speaks with someone at a table.

TRAVIS: Yeah. That would be a perfect activity.

In a video call, a bearded man wearing a headset interviews.

ONSCREEN TEXT:     Kirk Miles

                                    Senior Director at UnitedHealthcare

                                    St. Louis Site Mayor

KIRK: I truly believe in the work that Travis does. It’s a life changer, you know. They – there’s so many people he’s been able to affect through working through the site mayor program.

Travis smiles at a poster in his hands.

KIRK: That has really helped people really focus on what they need to do and be able to be in a safe environment and site.

Chris speaks in voiceover as Travis chats with two employees at a table lined with notepads, information pamphlets, and various swag pieces.

CHRIS: It’s consistent. It isn’t once in a while. It’s someone who comes to work every day with the idea that “I want to be a servant leader. And I want to make a difference.”

Travis strolls down a hallway with another employee. Sandy interviews.

SANDY: Being an Everyday LifeChanger, you have to have that “do good no matter who’s watching.” So if nobody ever knows that you did that, you still do it. And he does that.

Travis beams as he hands someone a fake gum packet. The person leaps in delight. Kirk interviews.

KIRK: Friendly. He is consistent. If you needed to call somebody at 2AM that you needed someone to come pick you up because you had a flat tire, he would jump in the car and come help you.

Chris interviews.

CHRIS: It’s not about him. It is about what he’s doing to help other people.

With a team, Travis ties the tassels on the edge of the blue blanket.

SANDY: He always adds value. Always. He always makes it better.

Travis strolls past a wall embossed with the words, “Helping people live healthier lives and helping make the health system work better for everyone.”

A photo of Travis with a toothy smile appears against a blue background beside the stacked U’s of the UnitedHealthcare logo, as well as text.

ONSCREEN TEXT:     Travis Hill

                                    2022 Everyday LifeChanger

A blue UnitedHealthcare logo appears against a white background.

ONSCREEN TEXT:     United

                                    Healthcare

A blue chyron with text appears over a gate.

ON SCREEN TEXT:          Boston, MA.

On the gate, red lettering is engraved on a wooden sign.

ON SCREEN TEXT:          Gabriel B. Costa Park

In a yard, cement is mixed in a bin. A person sprays a hole with water around a turquoise pole. A group of volunteers carry a light blue playground ride with a middle seat and set it gently into the hole. They twist it in.

In a parking lot, a blue sign reads “Welcome Volunteers.” A dark-haired woman with glasses, Yazmin, talks to someone off camera.

YAZMIN: Hi there, so you should be good to go. Let’s get you set up with a t-shirt. What size t-shirt can we get you?

Yazmin opens the trunk of a car. A black woman with long curly hair interviews. Text appears in a blue chyron.

ON SCREEN TEXT:          Olivia Jefferson
                                          Vice President, Social Responsibility
                                          Yazmin’s Manager

OLIVIA: Yazmin was the first employee I hired. When I met her, she was such a joy. She lit up the room, she is so passionate about community. She really cares deeply about people but also wants to make sure we are eliminating disparities at every turn.

Yazmin hands out bottles of water to volunteers on the playground, then speaks to an audience with a microphone. A black man with a beard interviews, and a chyron with text appears.

ON SCREEN TEXT:     Treyce Gladney
                                    Director, Growth and Experience

TREYCE: Yaz has a pretty interesting role in that she gets to not only use data to make decisions, but she actually gets to use the data to go out into the community. Put those dollars to use by adding capacity to community-based organizations.

Yazmin and the volunteers put together a slide. A white woman in a suit interviews, and text appears.

ON SCREEN TEXT:     Lauren Barca
                                    Director of Medical Clinical Operations
                                    C&S Central Region

LAUREN: She wants to understand the population and not just go in and offer her solutions, but to make sure it’s right for the communities in which she’s serving.

Yazmin carries a box off the street.

TREYCE: Everyday life changers to me really is the personification of our mission. People that live our mission and model our values, and they do that inside our walls and outside our walls. And I think Yaz is the absolute perfect person for that honor.

OLIVIA: She’s also thinking about the outcomes, she’s thinking about how are we going to make this stronger, how are we going to make this more impactful.

Yazmin hands out water bottles.

TREYCE: Yaz leads with her heart, she values relationships. And so when you have a combination of those two things it makes it A. Easy for you to work with the person. And two – the work that she does is meaningful.

OLIVIA: The passion for this work just radiates off of her.

TREYCE: Yaz is the lynchpin between the things that we do in United Healthcare and what we do outside in the community.

A photo of Yaz smiling appears over a blue background. Text appears underneath a white U-shaped logo.

ON SCREEN TEXT:          Yazmin Cespedes
                                         2022 Everyday LifeChanger

A blue u-shaped logo appears against a white background, followed by text.

ON SCREEN TEXT:          United
                                         Healthcare®

Ambient acoustic guitar plays throughout. Two people, Daniel Wilson and Erin Henderson Moore, sit at a table in a stylish atrium having coffee. A blue bar slides into the bottom left of the screen containing white text.

ONSCREEN TEXT:           Washington, D.C.

Erin speaks in a voice over.

ERIN:  Daniel’s one of those people that will call and just say, “I’m just checking on you.”

A woman, Tameeka Smith, interviews before a blurred background. A blue bar slides into the bottom left of the screen containing white text.

ONSCREEN TEXT:      Tameeka Smith

                                    Chief Executive Officer, VA Community & State

TAMEEKA: I’m relatively new to the organization, and Daniel was one of the first people – the very first people – to reach out to me and say, in almost these exact words, “I am interested in your success, I’m glad that you’re here.”

 A man, Jose Aquino, stands outside in a tree-lined park. A blue bar slides into the bottom left of the screen containing white text.

ONSCREEN TEXT:      Jose Aquino

                                    Vice President Market Sales and Retention

                                    Daniel’s Manager

JOSE: Daniel’s responsible for developing the strategy and the tactics on how we engage with the community stakeholders in the Washington, D.C. area.

Sitting before a laptop, Daniel leads a meeting in a conference room.

TAMEEKA: He leads and moves from his heart, right? And so there’s the head and the heart, and Daniel is leading from his heart. And so he cares, he lives up to our values every single day, and it’s authentic.

A man, Clayton Bourges, interviews before a wall of framed art. A blue bar slides into the bottom left of the screen containing white text.

ONSCREEN TEXT:      Clayton Bourges

                                    Community Outreach Representative

CLAYTON: Daniel’s team is awesome. I love being a part of his team. He supports you, he believes in you. I’d probably say one of his strongest talents is being able to see the best within people and utilizing their skills and bringing that out of them.

Erin interviews. A blue bar slides into the bottom left of the screen containing white text.

ONSCREEN TEXT:      Erin Henderson Moore

                                    Executive Director, Community & State

ERIN: Daniel is the relationship guy. What his number one thing that he does here is go out in the community, and build relationships with people.

Wearing a blue UnitedHealthcare volunteer t-shirt, Daniel stands chatting with someone outside the Unity Baptist Church. A Mary’s Center UnitedHealthcare mobile dental cruiser is parked on the street. Daniel speaks into a microphone to a gathered crowd.

DANIEL: Welcome, welcome, welcome everyone. Feel free to take advantage of health screens with FiveMedicine where you can do your cholesterol, blood pressure…

Erin speaks in a voice over as Daniel continues to interact with people at the event.

ERIN: But the second thing that he does is that after he builds those relationships, he really connects UnitedHealthcare to those community partners so that we can show up differently.

Daniel speaks as he bags corn in the Unity Baptist Church parking lot.

DANIEL: We always try to make sure we add a nutritional component to everything that we do in the community.

ERIN: Daniel is the perfect choice to be an everyday life-changer. When we really care about each other – our emotional well-being, our physical health – we’re able to then care about the communities that we serve. And he just, he exemplifies that.

Daniel wheels a cart of watermelons into the crowd, the hold ones up for a woman.

DANIEL: I think this one is perfect for you.

WOMAN: Sure.

DANIEL: I think so.

WOMAN: What do y’all think, maybe?

DANIEL: We gonna pray over it.

He raises the watermelon and bows his head. The woman laughs, and Daniel and another volunteer grin and laugh also. Three white lines form the u-shaped UnitedHealthcare logo in the top left of a blue screen. White text appears beneath it.

ONSCREEN TEXT:      Daniel Wilson

                                    2022 Everyday LifeChanger

A photo of Daniel smiling in a suit with a white flower pinned to his blazer lapel appears on the right of the screen.

A blue u-shaped logo appears against a white background, followed by text.

ONSCREEN TEXT:        United

                                      Healthcare

The music fades.

Whimsical harp music plays as the view zooms up to a brick bungalow on a lush lawn. A blue banner appears in the bottom left corner of the lawn with white text:

ONSCREEN TEXT:        Saint John, IN                                                                                                 

A wooden sign by the front door reads “The Durnavich’s” with “Steve, Chris, & Family” below. Inside, a woman with curled brown hair reaches into a cupboard to retrieve a mug. She fills it with water at a sink and adds a tea bag. The woman heats up the mug in the microwave, then carries it into a grey home office with a brown L-shaped desk that features built-in cabinets and shelving.

Now a woman with brown hair and bangs speaks on a video call. White text in a blue banner on the bottom left of the view reads:

ONSCREEN TEXT:        Georgia Swinney

                                      Associate Director of Business Processes

GEORGIA SWINNEY: So what Chris does is she helps the providers with their portal experience.

Now a man in a grey blazer speaks in an office before a gallery wall. A blue banner in the bottom left shows his name and affiliation in white text:

ONSCREEN TEXT:        Hans Hage                                                                                                                                                                 

                                      Chief Product Officer, Consumer Operations

HANS HAGE: She actually monitors the NPS feedback information. She follows up with the providers when something isn’t working appropriately, and then chases it down to resolve it.

Chris wears glasses and a headset as she works at a desktop computer. A sign below her computer monitor reads “EASY PEASY LEMON SQUEEZY,” with the letter O in the shape of a lemon slice. Chris speaks into the microphone on her headset.

CHRIS DURNAVICH: You completed a survey for us yesterday regarding the Prior Authorization and Notification portal?

A woman in a green cardigan and Chanel brooch speaks on a video call. White text in a blue banner on the bottom left of the view reads:

ONSCREEN TEXT:        Christina Mosher                                                                                                                                                       

                                      Director of Digital Strategy & Growth

CHRISTINA MOSHER: You don’t know at the end of the day whether Chris works for United or if she’s working on behalf of the provider, because she really is about making sure that our customers have the best experience possible when doing business with us.

Chris types with manicured red nails. The view returns to Georgia:

GEORGIA SWINNEY: Chris just finished her thirtieth anniversary with the company. She does her job very well. She’s compassionate and she puts herself in the shoes of the provider.

CHRIS DURNAVICH: As a remote worker, I almost feel like your customer service skills have to be that much stronger.

Chris speaks into her headset.

CHRIS DURNAVICH: Good! How are you, Mark?

A sign on the wall of Chris’s office reads “The future belongs to those who believe in the beauty of their dreams.”

CHRIS DURNAVICH: You are having to work solely through voice.

HANS HAGE: Chris is one of those that takes responsibility and takes everything personally when there is something that goes wrong, and fights it—to get it solved and get it resolved for our providers.

On a sunny sidewalk near her house, Chris takes a small white doodle cross dog for a walk.

CHRISTINA MOSHER: When you meet Chris and when you talk to her, she establishes that relationship right away. She’s very personable, she’s friendly, she’s kind.

GEORGIA SWINNEY: So recently I received a letter from a large provider group that wanted to take a minute to brag about Chris.

Georgia holds up a letter and reads:

GEORGIA SWINNEY: He said “I’ve been in the industry for a long time and people like her just aren’t around much these days. She went the extra mile. She makes it easier for them to use our products every day. I consider her a friend, not just a coworker.”

At her desk, Chris smiles and nods on a call. She speaks into her headset:

CHRIS: Thank you so much. Have a wonderful day.

Now a blue background appears with a smiling photo of Chris in a white rectangle on the right. Text to the left reads:
ONSCREEN TEXT:        Chris Durnavich                                                                                                                                                       

                                      2022 Everyday LifeChanger

Above the text, the UnitedHealthcare logo appears: a stylized, white letter U that splits into three stripes on the right-hand side. The background and photo fade to white, and a blue version of the UnitedHealthcare logo unfurls in the center. As the string music concludes, the logo transforms into blue text:

ONSCREEN TEXT:        United
                                      Healthcare