OptumRx Customer Obsession

WEBVTT

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(pensive music)

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<v ->We always want to look forward.</v>

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I just constantly look at what can we do to improve things.

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Both of my parents are members...

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You want to make sure that they're taken care of.

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We're the experts.

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We're the ones who know how our programs work

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all the ins and outs.

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So it's up to us to really communicate with the members:

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How can we be better?

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How can we be more efficient

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and still be extremely customer focused?

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(upbeat music)

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We do a call review meeting

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and on the screen the actual recording of the call.

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<v Voiceover>We'll make sure we get the refills.</v>

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Are you doing better-

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<v ->We had an advocate, speak to a customer,</v>

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offer them, let me fill this prescription.

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But they had a prescription

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that was coming up in a couple of days

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and I questioned, well

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why aren't we filling both prescriptions,

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check if the member has enough prescriptions

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to last from today's order,

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if we delay it by two, three days.

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Can we just send both orders together,

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because now we're saving on a second call by the member

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so that's a better member experience.

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It also saves us on packaging, shipping, everything

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because now it's all combined in one order.

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If done properly, this will cascade over and over and over.

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So 90 days from now, the refill date are aligned

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for that prescription going forward.

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They just have to call us once instead of twice.

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(inspiring music)

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It's great for the member and great for our advocates.

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The customers were really happy about it

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and the net promoter scores for those advocates

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actually increased.

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So of course they're happier or advocates are happier.

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(upbeat music)

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What gets measured, gets done.

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Data drives outcomes.

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If you get the data, we can never be stuck at looking,

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Oh, well, this is the way we've done it for years.

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Because if you are in that mindset

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you're never going to move forward.

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The truth is, it really is life or death situations.

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If you don't get your medications, that's life or death.

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That kind of stuff's really important.

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Less calls, better calls, happier customers.

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If there's something you feel

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like you need to be able to do for a customer...

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Take care of the customer. Do what's right.

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Let's make it happen.

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(laughing)