By utilizing myuhc.com, customers are able to:

• Access physician information to identify, select and locate physicians and other health care providers through our continuously updated network provider Web site. In addition, customers can order mini-printed directories by ZIP code for physicians and other health care professionals, receive directions and maps indicating the location of the physicians and providers they select, and check benefit plan information prior to their visit.
  
• Check the status of claims and view details of how they were processed. This includes information such as the amount charged, amount paid, remark codes on how payment was determined, the date the service was received, and the physician or provider who rendered the service. It also includes information on how much the customer has contributed toward total out of pocket expense and lifetime maximums.
  
• Request new ID cards.
  
• Select a new primary physician, which will automatically update records and generate a new ID card for mailing.
  
• Access health and well-being information with an assurance of high quality and superior content. The Web site delivers online information and resources tailored in response to each user’s unique profile. For example, if a user is interested in asthma, HIV or stress, he or she will select these topics within his or her personal home page and will thereafter be provided with updated information on these topics upon entering myuhc.com.
  
• Review the Preferred Drug List.
  
• Verify eligibility.

Enhanced Call Center
UnitedHealthcare National Accounts prides itself on the exemplary level of service we endeavor to provide our customers. A large part of that service, and the solutions we provide, is dependent upon our people and the ongoing deployment of innovative technology to meet changing needs.

As a company, we are engaged in a comprehensive suite of service initiatives, all designed to take our customer service to the next level of effectiveness and efficiency. Our objectives in these initiatives are to use human and technological enhancements to:

• Become more customer focused
  
• Set new standards for health care service delivery
  
• Increase quality
  
• Leverage technology
  
• Intensify focus through infrastructure changes
  
• Deploy management by functional process, rather than geographic location, and
  
• Infuse operations with talent, thinking, and creativity
  

The Enhanced Call Center is a set of six technological initiatives all designed to deliver world-class service to our customers. The following is a list of the six initiatives:

• Interactive Voice Response - The enhanced interactive voice response provides a more effective self-service option for callers and physicians, enabling them to address their needs independently and instantly.
  
• Intelligent Desktop Application - This application contains a uniform set of highly integrated tools with automated system navigation, call and issue routing, and online knowledge and reference tools. These new tools allow the customer service representatives to spend less time navigating the system and more time focusing on meeting the caller's request.
  
• Operational Workforce Management - The use of consistent work force processes, philosophy, and job functions across all operations helps service centers balance resources, handle disaster recovery, and serve callers more effectively.
  
• Computer Telephony Integration - This initiative unifies the UnitedHealthcare National Accounts customer service centers by collecting information from various applications, such as the Internet, interactive voice response and email servers, and displaying it on the customer service representative's desktop in a user-friendly format.
  
• Online Benefit Information System - This is a documentation library that enables the customer service representatives to search for all current benefit information with just a few keystrokes, make more cogent recommendations, and resolve issues quickly.
  
• Operational Reporting - This intranet-based reporting tool enables service centers to obtain immediate access to site-specific reports and productivity measurements. In turn, sites are able to monitor their strengths and weaknesses and make adjustments as needed.

As these initiatives are deployed, they will unite and consolidate disparate customer service systems into one united application. These initiatives revolve around implementing new technology in our customer service centers that will enable our customer service representatives to provide faster, more efficient, unsurpassed service to callers.

The virtual environment does not reduce the human touch, rather it allows breadth, depth, and consistency of response by the customer service representative. The technology employed enhances the customer service representative's ability to obtain answers quickly from information that is readily available. This allows the customer service representative to spend more time serving callers with complex issues and resolving their problems.