The Customer Experience Professionals Association (CXPA) named UnitedHealthcare a winner in the 2012 CX Innovation Awards. CXPA is an international nonprofit organization that helps guide and enhance the growing field of customer experience management.
In its inaugural year, the CX Innovation Awards recognize organizations that have implemented innovative and successful customer experience programs. UnitedHealthcare was one of six winners chosen from more than 18 finalists and nearly 100 nominees across numerous industries.
UnitedHealthcare received a CX Innovation Award for its efforts to engage employees in the consumer experience through its Member Journey Map, which was created based on personal interviews with members in their homes. The interviews focused on their experiences with Medicare and their health plans, revealing the challenges they faced throughout the process of choosing, enrolling in and managing a Medicare plan.
UnitedHealthcare employees use the Member Journey Map as a tool to help develop more personalized solutions to members’ needs and concerns, thereby creating a better member experience.
The Member Journey Map is one example of how UnitedHealthcare translates complex data into very human terms, bringing customers to life for employees – ultimately enabling them to better align programs, products and services with consumers’ health care coverage needs.
“UnitedHealthcare has created a better consumer experience by embedding the voice of our customers in our culture and engaging employees to listen to and understand our members on a more personal level,” said David Shapiro, vice president of member experience at UnitedHealthcare Medicare & Retirement.
“As a result, we’ve seen significant improvements, including a decrease in customer complaints and calls to customer service. Our members have also told us the materials we send them are easier to understand. These indicators suggest that the experience of being enrolled in UnitedHealthcare Medicare plans is becoming a simpler, more personal one for members,” Shapiro added.
Last month, Forrester Research named UnitedHealthcare a finalist in its Voice Of The Customer Awards for the company’s multifaceted approach to improving the member experience.
UnitedHealthcare is the nation’s largest business dedicated to the health and well-being needs of seniors and other Medicare beneficiaries. The company serves nearly 10 million members through its portfolio of Medicare plans and is the market leader by enrollment in each of its core product offerings: Medicare Advantage plans, Part D prescription drug plans and Medicare supplement plans.
UnitedHealthcare is dedicated to helping people nationwide live healthier lives by simplifying the health care experience, meeting consumer health and wellness needs, and sustaining trusted relationships with care providers. The company offers the full spectrum of health benefit programs for individuals, employers and Medicare and Medicaid beneficiaries, and contracts directly with more than 650,000 physicians and care professionals and 5,000 hospitals nationwide. UnitedHealthcare serves more than 38 million people and is one of the businesses of UnitedHealth Group (NYSE: UNH), a diversified Fortune 50 health and well-being company.