Personalized member view

Our Advocate dashboard helps us maintain continuous, one-on-one relationships with our members. We have access to their medical history, preferences, and behaviors, so members may not have to reintroduce themselves every time they call. More natural conversations open the door to opportunities that may lower costs, lead to better outcomes, and create a more personal experience.

Advocate Dashboard

See how the dashboard helps our advocates know the member, and the impact it can have to help deliver a better experience.

Video transcript

I think the most exciting part about the advocate dashboard is all the customization. We're really trying to look at the member holistically. Having a dashboard next to me by my side on my other screen, it made it a lot easier for me to be able to identify the programs. Identify all of the different opportunities that we could offer to this member that was in distress. First, you'll see the caller profile giving the agent insight into what the member is inquiring about. If the member had one single out-of-network visit, we would have an advocate action flag here, reminding us that we need to talk to the member about the importance of staying in-network because it can affect their out-of-pocket spend. We also display care path opportunities. And in this area, this helps us connect numbers to nurses and programs to help manage conditions and also give them education around health and wellness opportunities that are identified for them. My name is Jose Medrano and I am a health advocate. A member called in, very overwhelmed. She had been just diagnosed with breast cancer. I looked at my dashboard and there's programs for that. There's a cancer management program, right? I share that with her. I explained to her every single detail of what that program entails. She was more than thankful. Advocates are also trained to listen actively to a member's conversation. Maybe they said they've got asthma or a child with asthma. Maybe they've mentioned that they were recently diagnosed with diabetes. That advocate can come here and they can search for the program. She didn't know UnitedHealthcare had programs for them, had programs that could hold your hand throughout the condition. That's really a wow factor to the members and it shows we care. It made me feel that I change someone's life today by providing a support.

Dashboard features

Caller Profile

Features preferred name, reason for call, Net Promoter Score® emoticons, date and details of last call, flagged action items, communication preferences, birthday reminders and personal notes to guide the flow of the conversation and build a more personalized experience.

Commitments, Tools & Resources

To help streamline the process, the dashboard also provides quicker links to other systems and information the Advocate might need, for things like eligibility information, program enrollment, and secure email. A flag will display if there are open or overdue commitments the Advocate may need to resolve.

Care Path Opportunities

Displays the top three clinical opportunities within clinical programs, health education and decision support, pharmacy, and cost savings, helping Advocates educate members about gaps in care.

Health Spend and Provider Details

Displays the five most recent claims and includes Advocate Alerts, which can highlight opportunities to encourage members to stay in-network. Advocates are given links to provider information and cost tools, such as seeing the average cost for each service based on a member’s location.

Health Assessments and Incentives

Displays the member’s three most recently completed activities, self-reported health assessment, and related incentives and rewards.

Covered Family Members

Provides information about a member’s covered family members and a summary of benefit. This is especially helpful when a member is calling on behalf of their covered spouse or child.

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