United AdvantageDesignated Gold Service Team

Designated Gold Service TeamAs part of the United Advantage program, you now have access to a Designated Gold Service Team who delivers an exceptional service experience for you and your UnitedHealthcare clients.

When to use the Designated Gold Service TeamUse the team for all small group (employees 2–99) services issues or as a back-up if your Key Accounts Dedicated Client Service Manger (KA DCSM) is not immediately available. This team recognizes your unique business needs and understands your client base in order to proactively address service issues — leaving you more time to concentrate on growing your business.

When to use your existing KA DCSMFor those United Advantage Gold agencies that have an assigned KA DCSM for groups of 100 eligible employees or more, please feel free to continue to use this resource. We do not want to impact the relationship you have with your representative, especially for larger clients. You should feel free to continue servicing your larger customers through your existing representative who delivers an exceptional service experience for you and your UnitedHealthcare clients.

How to access*Call or email the Designated Gold Service Team to start accessing this new benefit:

Phone: 1-866-877-9583Email: gold_service@uhc.com

*The Designated Gold Service Team is not available to Plan Administrators. Not available on the following platforms: PacifiCare, Neighborhood Health Partnership, Oxford Health Plans, Inc., John Deere Health Care, Inc.

Services offered The Designated Gold Service Team offers:

• Support through a cross-functional group of experts within UnitedHealthcare

• Assistance with your operational needs to quickly resolve specific issues

• End-to-end tracking and reporting for all complex situations to help you manage and monitor your book of business

• A streamlined service model and the personalized service experience you deserve

Areas of expertise

The Designated Gold Service Team offers expertise in:

• Billing

• Eligibility

• Claim resolution

• Commissions

• United eServices®, Employer eServices®

This combination of expertise, powerful systems, sophisticated clinical approaches, and innovative products and services allows this team to accelerate information and solutions to your issues. You may continue to call your existing KA DCSM as the first point of contact to leverage that relationship, using the Designated Gold Service Team as a back-up resource. Or, feel free to contact the team initially. We provide both options to serve you better.

Please contact your UnitedHealthcare Sales Account Executive for more information.

United AdvantageDesignated Gold Service Team

Rule of Thumb: All Sales-related inquiries pre-renewal and pre-installation should be directed to your local UnitedHealthcare health plan.

Role of Designated Gold Service TeamAll service related inquiries outside of the renewal process; including the following:

• Billing

• Eligibility (assistance with transactions real time)

• Claims (simple claim inquiries can be resolved within 24 hours)

• Commissions

• Pharmacy inquiries

• Plan changes

• Health plan ID cards

• Member/subscriber terminations and additions outside the renewal date

• Customer reinstatements

• Missing member package or admin kits

• System feed issues

• Benefit questions (post-installation)

• Assist with eService access

• Specialty Benefits product service inquiries

• Assistance with status on appeals, pre-determinations, notifications, gap exceptions

Expectations of Designated Gold Service Team • Able to self resolve a large number of your

service inquiries

• Inquiries requiring technical review

– Expedited Turn Around Times

– DGST communicates Turn Around Times and proactively communicates if extended

• Every inquiry is assigned a tracking number

Insurance coverage provided by or through UnitedHealthcare Insurance Company or its affiliates. Administrative services provided byUnited HealthCare Services, Inc. or their affiliates.

UnitedAdvantage.com4/11 UA Gold Broker © 2011 United HealthCare Services, Inc.

UnitedHealthcare Insurance Company