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.

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

  1. 1. 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
  2. 2. 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.
  3. 3. © 2014 UnitedHealth Group. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.
  4. 4. #NEEDTOKNOW 45M individuals served touching 85M lives 2013 Revenues $122.5B Social Media Avoidance @REMedina
  5. 5. Launching Social Customer Care What was the need? People, Tools, Rules, Training Adapt and continue learning @REMedina
  6. 6. Meeting the member where they want to be met @REMedina
  7. 7. Goals Team SLA Workflow Visibility @REMedina
  8. 8. One “air traffic controller” me @REMedina
  9. 9. People Tools Rules Training @REMedina
  10. 10. Operations People @REMedina
  11. 11. Tools Monitoring + Engagement @REMedina
  12. 12. Rules Standard Operating Procedure @REMedina
  13. 13. Training Call Center + Social Media @REMedina
  14. 14. @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
  15. 15. @REMedina
  16. 16. What was the need? @REMedina
  17. 17. Team SLA Workflow Visibility @REMedina
  18. 18. What was the need? People, Tools, Rules, Training Adapt and continue learning @REMedina
  19. 19. MEMBER SOCIAL MEDIA 1st 2nd @REMedina
  20. 20. Questions? Rachel Medina rachel_medina@uhg.com @REMedina © 2014 UnitedHealth Group. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.
  21. 21. SocialMedia.org This video is from Case Studies BlogWell San Francisco June 20, 2011 Learn more about past and upcoming BlogWells socialmedia.org/blogwell This presentation is from BlogWell Dallas February 19, 2014 socialmedia.org/blogwell socialmedia.org/blogwell

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