In 2023, we rolled out My Health Advocate, an innovative model to support the unique needs of Medicare-eligible consumers and we are investing to scale this solution for our Medicare members.
In this one-stop-shop experience, members have a single point of contact when navigating the healthcare system and their benefits. Our advocates provide customized guidance informed by real-time data. They serve as trusted advisors and educators, helping reduce members' concerns and allowing them to act with confidence as they make healthcare decisions.
- This is a personalized and relationship-based customer service model that establishes a single point of contact and enables our affiliated health plan members to effectively navigate the healthcare system and their benefits, and ultimately improve their overall health and well-being.
- This differentiated one-stop-shop for customized guidance removes the worry and burden for consumers as they navigate their health plan benefits, providing trusted insights to guide them to better healthcare decisions.
- The Health Advocates connect meaningful insights across unique benefits to deliver a healthcare experience that is simple, guided, and intuitive while also building trust, informed by real-time data and strengthened through connection.
- The Health Advocate builds strong and personal relationships with members and providers while acting as a trusted advisor and educator on health care related inquires while ensuring the best experience and health plan outcomes for our consumers.
- The team provides a helping hand through improved line of sight and real-time notifications, accelerating issue resolution and enhancing the consumer experience.
As of May 2024, the program has reached 78.5 percent First Call Resolution rate for our Medicare Advantage members, an increase of over 10 percent in one year. We are on a path to reaching 80 percent by the end of 2024 and 90 percent in 2025.
Learn more about our Whole
Health Approach
