Personalized care: Focusing on the member


At OptumRx, we rally around consumer obsession. Across every site, every department, every
function within our company, we are obsessed about the details in serving that consumer,
and in meeting their needs. Ensuring that we get them what they want and
when they want it. As well as to lower the total cost of care. It first starts with acknowledging that no
two members are alike, members have different levels of engagement in their health care. Different communication styles, different
communication preferences. Recently, a couple of our digital releases,
some functionality that I’m very excited about, one click checkout, make it very easy for
consumers to do business with us electronically. Second, we had heard a lot about prior authorizations
so we built in some functionality that allows for a consumer to initiate a prior authorization
digitally. Our best price initiative we want our consumers
to take their therapy, to remain adherent, but to save money while they’re doing it. We have a very rich consumer road map with
a regular cadence of improvements across the consumer life cycle. We just piloted a very differentiated new
member on-boarding experience. In the eyes of the health plan, life starts
over on January first, new plan year, new pricing, new formula, new changes, in the
eyes of a consumer, their condition, their therapy didn’t change, it looks the same on
January 1st as it did on December 31st. We’ve developed a comprehensive outreach strategy,
starting in the 4th quarter, where we reach out to members. What will their new out-of-pocket costs look
like, will they need a prior authorization, and we’ll own guiding them through it. So, as we wrap all of that and rally around
consumer obsession, it motivates and drives our team to build a roadmap that meets each
one of those consumers where they’re at, so that no member is left behind.

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