UnitedHealthcare Concierge.
Say Hello to Simple.
Thank you for calling
UnitedHealthcare
Concierge Agent.
My job for the members
is to make things
easier for them,
to walk them through the
process of health insurance.
Okay, we can look
into that for you.
My job makes a difference
because it just makes people’s
lives easier.
The UnitedHealthcare Concierge
team is reinventing customer
service, making health care
a whole lot easier.
Alright, I can definitely help
you out with that here.
A concierge agent is
a one-stop-shop…
We own every issue that
comes into us and we make
sure that every issue
gets resolved.
Yeah, we can definately
get that updated.
That’s a really easy fix.
I feel a connection with the
members when I get to follow
them from start to finish.
I feel like we’ve
become friends.
That’s awesome. Congratulations.
If I can alleviate an ounce
of stress
or if I can save them money
or I can save them time,
I will be more than happy
to do that.
We do things differently…
and it works.
Members call in and they
just get wowed by our service
and we treat them just as if
they were our family.
They can email me.
They can call my voicemail
and leave me a message.
The members can call
me back directly.
I have as much time as
as it takes to help that member.
The liberty to do that
comes with the Concierge model.
Is there anything else
that I can help you with?
Concierge agents go above
and beyond to help people.
It’s their passion.
It’s a beautiful thing
to be there for someone
and know you made a difference.
You’re welcome.
I found a member once $1,700
that she’d paid over a year ago
and the provider
never refunded it
and it was her money.
She cried, I cried.
(Laugh.) It was great.
My most meaningful interaction
is going to be with a woman
that had been going through
infertility treatments
for about 2 ½ years
and finally found out
that she was pregnant
and needed to go over all
of her pregnancy benefits.
I was able to go over every
bit of information and it
was pure joy on the call.
We’re empowered to help resolve
every issue the first time.
When the member’s happy,
that’s when the problem
is resolved.
Everybody should have the luxury
of having a Concierge agent,
having a friend
in health insurance.
UnitedHealthcare Concierge:
Say Hello to Simple.