A Prescription for CX Success: How UnitedHealthcare is Lowering Costs and Improving Outcomes

Even before the passage of the Affordable Care Act, the healthcare industry had faced many changes and a great deal of consolidation. With the rise of health savings accounts, retail location-based convenience clinics, higher deductible consumer-driven health plans, and more, the very nature of how healthcare is managed and delivered has evolved significantly. From the healthcare provider’s perspective, this is making it difficult to offer an effective customer experience that simplifies a consumer’s ability to acquire more and better information about a wide range of options and costs.
This system is perplexing and challenging to both consumers and employers, but UnitedHealthcare has been able to leverage technology to create a customer experience that brings value to individual members and employers. UHC’s approach has led to the genesis of multiple industry innovations including myHealthcare Cost Estimator, which helps consumers make informed choices, and UnitedHealthcare Motion, which encourages healthy behaviors that can lower costs overall healthcare costs.
During this session, attendees will learn how UHC is leveraging technology and optimizing a customer experience that is helping people and employers make informed choices, lower costs, and improve outcomes.
Key takeaways include:
• How the healthcare industry is advancing its capabilities in the digital space
• The benefits of viewing the customer experience from the consumer’s perspective
• How technology can enable and accelerate simplified customer engagement
• How UHC is effectively changing consumer behaviors and influencing choices 


Craig Hankins, ‎Vice President of Digital Products, UnitedHealthcare

Craig Hankins holds the position of Vice President, Digital at UnitedHealthcare.  Craig brings his passion for consumer health, product design and technology to advance innovations in health care that benefit all industry participants. Craig has led development of the award-winning Health4Me mobile application since inception to over 2 million downloads. Craig currently oversees UnitedHealthcare’s efforts to create a compelling personalized digital experience that enables its consumers to make smart health care choices. Prior to his current role, Craig managed UnitedHealthcare’s market-leading consumer-driven health and diabetes, and value-based products for several years.  Craig combines his over 15 years of broad health care experience with expertise gained as a management and strategy consultant.  He holds an M.B.A. from New York University’s Stern School of Business and a B.A. from St. Olaf College. 


Agenda Overview

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