Digital transformation is at the forefront of an overarching strategy to elevate the customer experience for officials at UnitedHealth Group . “At the core of the company … it’s all about improving the healthcare system for everybody,” CEO Andrew Witty said to investors Thursday (Jan. 16) during the company’s fourth-quarter and full-year earnings call . Witty first pointed to the claims process, where complaints typically involve the amount of time involved. “The overwhelming majority of claims are held up because they were sent to the wrong company or patients didn’t have the right benefits,” he said, pointing to technology as a possible solution. Prioritizing the Customer Experience Witty also said improving the customer experience is a priority. “We’re making breakthroughs in terms of how we’re operating,” he said, noting that mobile app usage was up 66% year over year. At Optum Rx , the pharmacy benefit manager of UnitedHeath, 750 new clients enrolled, representing 1.6 million new American customers, Witty said. Onboarding costs were 33% less due to digital technology. Digital Engagement Key For UnitedHealth Echoing Witty’s digital engagement theme, Chief Technology Officer Sandeep Dadlani noted there were 10% fewer call center calls year-over-year. “Our AI, digital automation and […]
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
