Presentation

PW 2013 Presentation: Enhancing Member Interactions and Improving Inquiry Resolution at UnitedHealth Group

  • PDF
  • 1.42 MB

In order to drive greater efficiences, service and compliance in its Medicare operations, UnitedHealth deployed Pega's Customer Process Manager for Healthcare as a wrapper around its legacy contact center desktop. The Pega solution applied case management across numerous work types, providing a common inquiry and reporting platform, before being fully automated and integrated across additional legacy applications.

  • How the approach reduced development effort, decreased initial deployment costs and boosted user adoption
  • How the process has been staged from initial pilot, through interim steps to final system replacement
  • Unexpected challenges and benefits when using the wrap approach

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