BlogWell Dallas Social Media Case Study: UnitedHealth Group, presented by Rachel Medina

Rachel Medina

Using social media for customer service in a highly complex, highly

regulated industry

This video is from

BlogWellSan FranciscoJune 20, 2011

socialmedia.org/blogwell

SocialMedia.orgCase Studies

This presentation is from

BlogWellDallas

February 19, 2014socialmedia.org/blogwell

© 2014 UnitedHealth Group. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

USING SOCIAL MEDIA FOR CUSTOMER SERVICE IN A HIGHLY COMPLEX, HIGHLY REGULATED INDUSTRY #BLOGWELL

Rachel Medina Senior Communications Specialist, UnitedHealth Group

© 2014 UnitedHealth Group. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

@REMedina

#NEEDTOKNOW

45M individuals served

touching 85M lives

2013 Revenues

$122.5B

Social Media Avoidance

@REMedina

Launching Social Customer Care

What was the need?

People, Tools, Rules, Training

Adapt and continue learning

@REMedina

Meeting the member where they want to be met

@REMedina

Workflow

Team

SLA

Visibility

Goals

@REMedina

One “air traffic controller”

me

@REMedina

People Tools Rules

Training

@REMedina

Operations

People

@REMedina

Tools

Monitoring + Engagement

@REMedina

Rules

Standard Operating Procedure

@REMedina

Training

Call Center + Social Media

@REMedina

We’re Here To Help! Amanda C. ^AC Josh B. ^JB Rachel M. ^RM Stephanie V. ^SV

Please do not send any private information via public tweets or direct messages. We cannot discuss private information via Twitter. Via private direct message, provide us your name and telephone number and we will have a Customer Care representative contact you by phone.

@myUHC

@REMedina

@REMedina

What was the need?

@REMedina

Workflow

Team

SLA

Visibility

@REMedina

What was the need?

People, Tools, Rules, Training

Adapt and continue learning

@REMedina

MEMBER 1st

SOCIAL MEDIA 2nd

© 2014 UnitedHealth Group. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

Questions? Rachel Medina rachel_medina@uhg.com @REMedina

Learn more about past and upcoming BlogWells

socialmedia.org/blogwell

This video is from

BlogWellSan FranciscoJune 20, 2011

socialmedia.org/blogwell

SocialMedia.orgCase Studies

This presentation is from

BlogWellDallas

February 19, 2014socialmedia.org/blogwell