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Everyday Choices Driving Change in the Health Care Experience

No matter what the industry, you want to be treated with care and compassion. Whether that’s your favorite barista remembering how you like your coffee or a fitness trainer who spends extra time to help you achieve your goals. This is especially true when it comes to your health care experience.

At UnitedHealthcare, our employees strive to make each experience one that’s led with compassion for our members. A physician, provider advocate, customer service supervisor and telesales lead have all used this approach to make a difference for those we serve, earning recognition as an Everyday LifeChanger. Here are their stories.    

From left: Dr. David Williams, Susan Bush, Karen Montez and Yesi Tapanes


As a physician, Dr. David Williams, a senior medical director in Ridgeland, Mississippi, always enjoyed making individual connections with patients. His role has evolved to help transform care quality on a broader scale, which is why he was recognized by the Mississippi Medical & Surgical Association with the Physician of the Year Award last year.

One of Dr. Williams’ collaborations with UnitedHealth Group and Optum helps educate the underserved African-American community across Mississippi about maternal health. Expectant mothers are receiving better care and resources, which has led to a decrease in maternal and infant mortality.

Changes in health care are important beyond the hospital room, too. Karen Montez, a provider advocate in Phoenix, Arizona, found out that a member battling terminal breast cancer was being transported by ambulance to the emergency room three times a week for her medical supplies and treatment. She brought this issue to her supervisor Susan Bush and the two found a way to get the supplies and treatment the member needed in the comfort of her own home.

Applying that mentality to lead with compassion can also go beyond normal working hours. Telesales team lead Yesi Tapanes spends her extra time volunteering for the Children’s Organ Transplant Association and Heartbeat of Miami. After learning a friend needed a double lung transplant, Yesi got involved in helping kids and young adults raise money for life-saving surgery. Yesi’s compassionate behavior inspires everyone she interacts with everyday.