Transcript: Member advocacy may help improve health outcomes and lower cost of care

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ON SCREEN TEXT: Every member

A blue chyron with white text appears. A curly haired woman in a black cardigan interviews.

ON SCREEN TEXT: Rebecca Madsen Chief Consumer Officer

REBECCA: Every member has their own unique journey, their own unique needs. They want to be heard, they want to make sure they have personal experiences, that we know them. And they want to be able to feel supported. So, it’s completely aligned with what we’re seeing going on in the world. Employers want their members and their employees to be served.

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ON SCREEN TEXT: Advocating for employees every step of the way

REBECCA: Advocacy at its most basic level, is really about helping people, and helping them make smarter decisions. By making smarter decisions, it leads to higher quality, lower cost care, which also has an advantage for the employer or the client.

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ON SCREEN TEXT: 91% member satisfaction with core advocacy program

Source: UnitedHealthcare Advocate4Me® performance reporting, 2021. Results not guaranteed.

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ON SCREEN TEXT: $72M saved from advocacy programs in 2021

Source: UnitedHealthcare internal analysis of participating employers, 2021.

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ON SCREEN TEXT: Supporting whole-person health

REBECCA: People have complex needs. So, it’s understanding what are their behavioral needs. And we know, recently especially, there’s been— about half the population has said that they have a mental health need.

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ON SCREEN TEXT: 53% U.S. adults reported a negative impact on their mental health from the pandemic

Source: Kaiser Family Foundation Tracking Poll, July 2020

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REBECCA: Have you looked at the medications that they’re taking?

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REBECCA: Have you looked at the fundamental clinical experiences that they’re having?

In the third circle, a human head appears. An oblong shape representing the brain lights up inside their head.

REBECCA: And have you really understand all their unique needs and interactions. You cannot separate clinical, behavioral, sort of everyday needs that people have from how they’re feeling mentally and how they’re feeling about their health overall. It’s a key part of what are focused on, and what we as a society really need to reduce the stigma and increase the support on.

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A bearded man hugs a child. A woman sits on a video call.

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ON SCREEN TEXT: Keeping the member at the center through data

REBECCA: It’s our job to be able to help members have a better experience. Using data, using listening, using understanding of who they are as an individual to be able to serve them. So, just to give you one simple example of something we do: Three to five days before you’re going to have a visit the provider does an eligibility check.

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ON SCREEN TEXT: Eligibility check

Small circles with symbols appear. A bill bottle, a heart, a stethoscope, and a hospital sign, all connected through fading lines.

REBECCA: When they do that check, if the provider is out of network, we get a trigger. That trigger or that piece of data, then enables us within twenty-four hours, to reach out to the consumer or the member and say, “You may be going out of network, it may be more expensive.”

Against a blue background, two bubbles appear. One contains a woman, and the other is of a man with a headset.

REBECCA: “Here’s an opportunity to lower your cost. Please reach out to us in the following ways.” So, we take the data, we use it real-time to not only understand you, but to drive action and to drive behaviors. And really, doing all that in the best interest of the member.

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ON SCREEN TEXT: 12M members in core advocacy program

Source: UnitedHealthcare internal analysis, 2022

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ON SCREEN TEXT: 3M members in enhanced advocacy programs

Source: UnitedHealthcare internal analysis, 2022

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ON SCREEN TEXT: Addressing health inequities

REBECCA: One of the things we’re doing is we’re really focusing on what’s called the Social Determinants of Health. How do we identify members who may be likely to have a social determinant of health need?

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REBECCA: We take that through predictive analytics, we flag it in our agent dashboard. So that if you’re calling, we say “Okay, this is somebody who may have a Social Determinant of Health need. How can we have a sensitive conversation with them?” And then we plug them into a database full of low or no cost community resources. And that’s really what best in class is. Understanding the person, where they are on their health journey, and helping them to achieve the goals that they want to achieve.

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ON SCREEN TEXT: Care one member at a time

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ON SCREEN TEXT: Talk to your broker, consultant or UnitedHealthcare representative to learn more

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ON SCREEN TEXT: United Healthcare®

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ON SCREEN TEXT: Advocate4Me services should not be used for emergency or urgent care needs. In an emergency, call 911 or go to the nearest emergency room. The information provided through Advocate services is for informational purposes only and provided as part of your health plan. Wellness nurses, coaches and other representatives cannot diagnose problems or recommend treatment and are not a substitute for your doctor’s care. Your health information is kept confidential in accordance with the law. Advocate services are not an insurance program and may be discontinued at any time.

Insurance coverage provided by or through UnitedHealthcare Insurance Company or its affiliates. Administrative services provided by United HealthCare Services, Inc. or their affiliates.

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