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

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In her BlogWell Dallas presentation, UnitedHealth Group's Senior Communications Specialist, Rachel Medina, shares how they are using social media to manage customer service in a highly regulated industry. She talks about building their Social Customer Care 2.0 team and how their @myUHC Twitter account handles customer issues.

Marketing

SocialMedia.org
This video is from
Case Studies

BlogWell
San Francisco
June 20, 2011

socialmedia.org/blogwell
This presentation is from

Rachel Medina

Dallas
February 19, 2014

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

BlogWell
socialmedia.org/blogwell

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.

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

#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

Goals

Team
SLA
Workflow
Visibility
@REMedina

One “air traffic controller”

me
@REMedina

Tools

Monitoring + Engagement
@REMedina

Rules

Standard Operating Procedure
@REMedina

Training

Call Center + Social Media
@REMedina

@myUHC
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.

@REMedina

What was the need?

People, Tools, Rules, Training

Adapt and continue learning
@REMedina

Questions?
Rachel Medina
rachel_medina@uhg.com
@REMedina

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

SocialMedia.org
This video is from
Case Studies

BlogWell
San Francisco
June 20, 2011

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Dallas
February 19, 2014
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