UnitedHealthcare Concierge
Narrator:
UnitedHealthcare Concierge. Say Hello to Simple.
Alissa:
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.
Jordan:
My job makes a difference because it just makes people’s lives easier.
Narrator:
The UnitedHealthcare Concierge team is reinventing customer service, making health care a whole lot easier.
Jordan:
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 get that updated. That’s a really easy fix.
Alissa:
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.
Narrator:
We do things differently… and it works.
Jordan:
Members call in and they just get wowed by our service and we treat them just as if they were our family.
Alissa:
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 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?”
Narrator:
Concierge agents go above and beyond to help people. It’s their passion.
Alissa:
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.
Jordan:
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.
Narrator:
We’re empowered to help resolve every issue the first time.
Alissa:
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.
Narrator:
UnitedHealthcare Concierge: Say Hello to Simple.
(Developed for Equity Healthcare Clients)
(UnitedHealthcare logo)
