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UnitedHealthcare Advocacy CEO Rebecca Madsen shares the important role Advocacy plays in an employee’s health care experience.
By Rebecca Madsen, CEO of Advocacy for UnitedHealthcare Employer & Individual
Navigating health care can be frustrating for employees and their families, especially when faced with a new or complex health issue. That's where UnitedHealthcare steps in with our Advocacy solutions — and leading a program that is all about being there for all the big and little moments that matter to our members is what energizes me in my work.
As the CEO of our Advocacy solutions for UnitedHealthcare Employer & Individual, I see my main role as providing the information and resources our members need to make informed decisions that may lead to better health outcomes, but also a better experience and perhaps even some cost savings. We see Advocacy as a win-win: We’re serving 12M members with Core Advocacy, and 3.7 more with our enhanced Advocacy solutions, and we have a 92% satisfaction rate.1 With our enhanced solutions, we’re also generating an average of 2-4% in medical cost savings for employers.2
The power of Advocacy
So, what's the magic behind our Advocacy solutions? It's pretty straightforward: We listen. Every member has their own story, their own needs. They want to feel heard and supported, and that's exactly what we aim to provide. Whether it's understanding their medication, their clinical experiences or their mental health needs, our approach is all about treating the whole person, not just individual symptoms.
Our Advocacy solutions feature compassionate experts who are not just skilled in navigating the complex health care system but are also empathetic listeners. They're there to resolve issues right from the first contact, ensuring that members don't have to bounce around to get the help they need. And with the help of data and real-time insights, they're not just reacting; they're anticipating needs and connecting members to the care and resources they need before they may even realize they need it. For us, it’s all about staying one step ahead.
That blend of empathy and efficiency is crucial and is working to make the health care experience as stress-free as possible for our members. And this really shines through when members are facing some of the most complex and vulnerable health situations. For families with children who have special needs or members who are dealing with complicated diagnoses, they are assigned a Care Advisor who provides 1-on-1, personalized support who helps guide them throughout every step of their health care journey, no matter how challenging it may be.
For employers, brokers and consultants who are evaluating different carriers, or the different levels of Advocacy support we have to offer at UnitedHealthcare, I remind you to consider how important the service and support members get from their health plan can have on employee productivity, retention and costs.
Think: If employees are spending more of their time trying to navigate the health system, it may mean they are spending less time focused on work. Additionally, a confusing or frustrating member experience may translate to employees not receiving the most appropriate care, which could lead to sub-optimal health outcomes, higher costs and an overall worse perception of the health plan and benefits their employer offers them.
Our Advocates are designed to be there for our members, but they also can provide relief to HR teams who are often fielding questions from employees about their benefits and help ensure those employees and their families are getting the most out of their health plan. The experience matters, and that’s something we are focused on day-in and day-out at UnitedHealthcare with our Advocacy solutions.
