Customer Service Department of the Year Winner is United Healthcare


UnitedHealthcare is a winner in the Customer Service Department of the Year category, presented by the Stevie Awards, an international awards program recognizing outstanding performances in the workplace. The results were announced Friday, Feb. 23, in Las Vegas, attended by finalist organizations from across the United States and several other countries.

“Our people make our service experience distinctive. They are the compassionate frontline Advocates who manage thousands of customer needs from beginning to end every day,” said Mike Baker, senior vice president of UnitedHealthcare Medicare & Retirement Consumer Services. “We are honored to be recognized for the service our Advocates provide, and to be among top consumer health brands.”

UnitedHealthcare was named a Silver award winner for its proprietary Advocate4Me® service, which leverages data and analytics to deliver personalized service to its customers. In 2017, more than 9,000 customer service Advocates served UnitedHealthcare Medicare plan participants – many of them in need of annual wellness appointments or other important health screenings.

In fact, more than 250,000 medical appointments were proactively scheduled last year – a 100-fold increase since the inception of a “Save a Life” campaign that helps customer care Advocates understand the potentially life-saving impact of their work. UnitedHealthcare Advocates annually schedule thousands of mammograms, for example, that many people may not otherwise receive.

Advocate4Me integrates data from multiple sources to gain a greater understanding of a person’s health needs and remove barriers to good health for each individual. Advocates connect information about recent appointments with needed medications, and link medical support with social services – and even take into account the weather in an individual’s community and how that could affect their health conditions.

“All of our Stevie Award winners should be proud of their achievements. Independent professionals around the world have agreed that their accomplishments are worthy of our public recognition,” said Stevie Awards President Michael Gallagher.

More than 2,500 nominations from organizations of all sizes and in virtually every industry were evaluated in this year’s competition. Winners were determined by a worldwide panel of 150 judges with industry expertise.