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UnitedHealthcare West Client Service Operations announce expansions and improvements.

November 27, 2017

UnitedHealthcare is focused on and committed to improving the experience of its clients, business partners and members when they call for assistance. Based on feedback received from our customers and tracking of the most common questions received on an annual basis, Client Service Operations is pleased to announce a significant expansion of the level of training, system access and improved processes now provided to our call center staff. We are confident this expansion will make UnitedHealthcare easier to do business with and will directly contribute to our greater mission to help people live healthier lives.

The list below shows the enhanced service model items we have addressed to improve issue ownership, increase real-time (first call) resolution and eliminate processing delays:

Billing questions 

  • Expanded access to answer most billing inquiries.
  • Referral to billing department no longer required.

Eligibility updates

  • Ability to process most eligibility updates same day.
  • Referral to STREAM team no longer required.

Claims questions

  • Expanded access to answer most claims questions.
  • Referral to subject matter expert no longer required.

Case installation updates

  • Ability to request plan build for selected plans from renewal/OE when onboarding new hires.
  • Referral to account advisor no longer required.

Rate information requests

  • Ability to provide rate information.
  • Referral to account advisor no longer required.

Primary Care Physician (PCP) updates

  • Instant update and change PCP information.
  • Referral to STREAM team no longer required.

ID card

  • Ability to generate and print temporary cards for quick access to care.

Thank you for your continued partnership with UnitedHealthcare. We look forward to providing expanded service to you when and if you need us in the future.


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