Everyday LifeChangers put an emphasis on quality

A video montage shows Marta Supto in various poses in a photo shoot. Upbeat music plays. Blue text appears on the screen.

ON SCREEN TEXT:         EVERYDAY LIFECHANGER

                                        2024

                                        UnitedHealthcare

ON SCREEN      Interviewed by

                           Nick Thorson

                           Former Everyday LifeChanger

ON SCREEN      A quick Q & A with

                           Everyday LifeChanger

                           Marta Saputo

The video cuts to Nick interviewing Marta in a room. They are both sitting in chairs.

NICK: You started here as an intern. What would intern Marta say about how far you've come? - So much to learn.

The video cuts to Marta.  White text appears over a blue banner in the lower left of the screen.

ON SCREEN TEXT:            Marta Saputo

                                           Everyday LifeChanger

MARTA: There's so much room to grow and there's so many new people that you can meet with different experiences. I think intern Marta was just really overwhelmed by the size and scale of the organization. But seeing where I am now, I think she would be proud.

NICK: How do you create a better experience for our members with the mobile app? The mobile app being a big part of the work that you do.

MARTA: It's all about listening to our members. They're really vocal with us. They call us, they leave us feedback on the website. So we know what they struggle with. It's really understanding members' behavior and what's natural to them and what they experience. We know where to look for a search. So let's not reinvent the wheel. Let's sort of take from the industry leading experts and streamline the member experience in that way.

The video cuts to a montage of poses from Marta’s photo shoot. It then cuts back to Nick interviewing Marta.

NICK: That meeting members where they need us is a big part, I feel, of what we do.

MARTA: Yeah.

NICK: And another part of what we do, most specifically recently, revolves a lot around quality. What does quality mean to you?

MARTA: Quality to me is almost just a flawless experience. When there are no issues, that's what I would describe as quality.

NICK: Thank you very much for taking the time to sit down and talk with me today. I wanna congratulate you again on being selected an Everyday LifeChanger. How does that make you feel?

MARTA: I didn't know much about Everyday LifeChangers prior to being a part of the whole experience, apart from just seeing all the headshots and pictures in the lobby of the building. But it's really exciting. I have loved being able to meet new people and just feel really honored.

A video montage shows Marta in different poses in a photo shoot. Music builds and then fades out. Three lines wiggle onto the screen and form a U. Blue text appears over a white background.

ON SCREEN TEXT:         United

                                        Healthcare

                                        There for what matters™

                                        uhc.com

A video montage shows Steve Kim in various poses in a photo shoot. Upbeat music plays. Blue text appears on the screen.

ON SCREEN TEXT:            EVERYDAY LIFECHANGER

                                           2024

                                           UnitedHealthcare

ON SCREEN                      Interviewed by

                                           Nick Thorson

                                           Former Everyday LifeChanger

ON SCREEN      A quick Q & A with

                          Everyday LifeChanger

                          Steve Kim

The video cuts to Nick interviewing Steve in a room. They are both sitting in chairs.

NICK: Explain to me a little bit more about what it's like to be a clinician such as yourself, and the job, and the work that you do.

The video cuts to Steve.  White text appears over a blue banner in the lower left of the screen.

ON SCREEN TEXT:            Steve Kim

                                           Everyday LifeChanger

STEVE: We have to take each case as an important role that we play in terms of impacting the patient's lives, making sure the members do get the medication that they need. We have a lot of tools and resources that are available to us. It's very rewarding at the same time, especially when we can help our members.

The video cuts to a montage of poses from Steve’s photo shoot. It then cuts back to Nick interviewing Steve.

NICK: What's the most favorite part of your job?

STEVE: Just working with the team. I just feel like we're all in it together. We take a collaborative approach just to make sure we have positive therapeutic outcomes for our members, and make the process easier for our providers, and just working together as a team. That's the most enjoyable part of being with United.

NICK: What does quality mean to you?

STEVE: Quality means taking the time and doing a thorough, comprehensive review. Quality just entails doing everything right the first time around.

A video montage shows Steve in different poses in a photo shoot. Music builds and then fades out. Three lines wiggle onto the screen and form a U. Blue text appears over a white background.

ON SCREEN TEXT:         United

                                        Healthcare

                                        There for what matters™

                                        uhc.com

A video montage shows Weenoka Chavers in various poses in a photo shoot. Upbeat music plays. Blue text appears on the screen.

ON SCREEN TEXT:            EVERYDAY LIFECHANGER

                                           2024

                                           UnitedHealthcare

ON SCREEN                      Interviewed by

                                           Nick Thorson

                                           Former Everyday LifeChanger

ON SCREEN      A quick Q & A with

                          Everyday LifeChanger

                          Weenoka Chavers

The video cuts to Nick interviewing Weenoka in a room. They are both sitting in chairs.

NICK: What's the favorite part of your job?

WEENOKA: Showing up, showing up and giving 110%.

The video cuts to Marta.  White text appears over a blue banner in the lower left of the screen.

ON SCREEN TEXT:            Weenoka Chavers

                                           Everyday LifeChanger

WEENOKA: When the agents are calling in and they're assisting their clients, is that that client could be my mom or my dad. To hear the passion from the agents when they're speaking of the things that they're doing for their clients, that makes me wanna go just that much further for them because they're passionate about what they do. I'm passionate about what I do to assist them.

The video cuts to a montage of poses from Weenoka’s photo shoot. It then cuts back to Nick interviewing Weenoka.

NICK: What does success look like for you when resolving an issue?

WEENOKA: Success is gratification that I was able to resolve one call at a time. Success to me is hearing the agent saying, "Wow, I am so glad I got you on the phone."

NICK: How do you define quality and how it relates to your job?

WEENOKA: Quality is being knowledgeable of the business, knowing behind the scenes the mission and the vision of UnitedHealthcare, providing service that will give our members quality of life. I have to be an ambassador for UnitedHealthcare. And when I am in knowledge of their mission and their vision, then I can portray that when I'm speaking to an agent.

A video montage shows Weenoka in different poses in a photo shoot. Music builds and then fades out. Three lines wiggle onto the screen and form a U. Blue text appears over a white background.

ON SCREEN TEXT:         United

                                        Healthcare

                                        There for what matters™

                                         uhc.com

A video montage shows Sean Joslin in various poses in a photo shoot. Upbeat music plays. Blue text appears on the screen.

ON SCREEN TEXT:          EVERYDAY LIFECHANGER

                                           2024

                                           UnitedHealthcare

ON SCREEN                    Interviewed by

                                           Nick Thorson

                                           Former Everyday LifeChanger

ON SCREEN      A quick Q & A with

                           Everyday LifeChanger

                           Sean Joslin

The video cuts to Nick interviewing Sean in a room. They are both sitting in chairs.

NICK: What motivates you?

ON SCREEN TEXT:            Sean Joslin

                                           Everyday LifeChanger

SEAN: I think empathy is a key into what motivates me is every person I come into contact with has their own individual complex life. Every person I interact with is an individual and they deserve that time and attention. I don't struggle every day with my job because I know what I'm doing is helping people.

The video cuts to a montage of poses from Seans photo shoot. It then cuts back to Nick interviewing Sean.

NICK: You seem like the type of person that wants to make sure that every interaction with someone is an opportunity to make a mark and to really get it right the first time. We've been focusing a lot recently on quality as an organization. What does quality mean to you?

SEAN: It's essential. How can we make these interactions as enjoyable and as the best experience for the member? If I'm in a position to lend a hand, then I ought to do it, you know, and I want to do it. Getting it right the first time for me is what allows me to build that trust, build that relationship, and that's just driven by, you know, how I'd want it, how I'd want it for my family.

A video montage shows Sean in different poses in a photo shoot. Music builds and then fades out. Three lines wiggle onto the screen and form a U. Blue text appears over a white background.

ON SCREEN TEXT:         United

                                        Healthcare

                                        There for what matters™

                                         uhc.com