Ever wondered what it's like to navigate our member site and mobile app? Now's your chance to explore firsthand! Begin this interactive journey and explore the possibilities available to our members. From start to finish, you'll get to click and experience what members can do.
There are opportunities to simplify the experience for consumers enrolling and onboarding in a Medicare Advantage or Special Needs Plan. This section provides examples of the communications and materials UnitedHealthcare sends members and potential opportunities for you to assist, guide and engage with your consumers during the enrollment and onboarding process.
The following information provides a high-level overview of the member’s enrollment and onboarding experience. Members may receive different versions of the information shown or may receive additional information from UnitedHealthcare.
.png)
After submitting a plan application, members with an email address on file receive a confirmation email that allows them to review the plan they selected. The email encourages them to download the UnitedHealthcare app or visit their member site to track their application status.
- Review the plan chosen with the member
- Help them download the app
- Help them create an online account to track application status
.png)
After creating their HealthSafeID, members can visit the app or the member site for updates about their application status.
- Help members download the app, if they haven’t already
- Help them register for the member site, if they haven’t already
- Take action if application needs more info or is denied
.png)
.png)
If the application is approved, new members & plan switchers will receive a Welcome Letter in the mail. Members who have opted in to paperless will receive an email informing them to visit the member site to view their Welcome Letter.
- Help members download the app, if they haven’t already
- Help them register on the member site, if they haven’t already
- Help members access their Welcome Letter on the member site, if they have opted in to paperless
- Ensure they know to watch for their UCard to be sent in the mail soon and are familiar with the envelope it will be sent in
Digital Real Time Offers (RTOs) are targeted notifications that remind members to engage with their plan, such as selecting a primary care provider (PCP) or signing up for paperless delivery.
- Encourage members to activate their UCard, select a primary care provider, choose communication preferences and more on their member site or app
- Remind member that with UCard activated, they can access all the benefits and programs of their plan
- Encourage members to watch educational videos on the UCard Hub to learn how to use their UCard to access benefits and programs, if available as part of their plan
.png)
The UCard mailing will deliver the UCard in a simplified format that is timely and supports a smooth card activation experience
- Ensure the member receives their UCard
- Help the member activate their UCard by downloading the mobile app or going online
- Encourage member to explore the UCard Hub and locate their digital UCard
- Ensure the member is clear on how to use their UCard to shop and access their benefits/programs, encouraging them to explore educational videos on the UCard Hub
- Inform the member they can find their primary care provider (PCP) on their member site if not listed on their UCard
An email sent to new members who have not registered for the member website, where they can access benefits, manage care and more.
- Help members download the app, if you haven’t already
- Help them register on the member site, if they haven’t already
- Reinforce the value of the app & member site for members to get 24/7 access to their plan including finding a doctor, reviewing claims, viewing benefits & costs, managing prescription drugs and more
.png)
Members with OTC benefits will receive a mailing or email to educate them on the OTC benefit and can help prepare them for their first order.
- Help members prepare for their first OTC order after their effective date (in-store/online)
- Encourage members to download app to support shopping including checking balances, finding participating stores, using the product scanner in-store and accessing their digital UCard
- Encourage member to explore the UCard Hub and locate their digital UCard
An educational email series to new members and plan switchers intended to empower them through the completion of critical plan readiness activities. Topics include: UCard, OTC, Rewards, Renew Active, Prescription Tools & Resources, PCP, Plan Network, Preventive Care and Health Assessment.
- Ensure that members are prepared to use their plan
- Help them understand the app and member site
- Help them set up prescriptions or schedule a visit with their provider
- Help them get started with OTC benefit – find a store, browse products, place an online order, etc.
- Encourage and/or assist members with completing the Health Assessment if they haven’t already
Communications educating MAPD and PDP members on industry-wide changes coming in 2025 due to the Inflation Reduction Act (IRA).
The Annual Notice of Change (ANOC) is a standardized CMS-required annual mailing that outlines the year-over-year changes in a member’s plan.
Member touchpoints to build confidence in the UnitedHealthcare brand during AEP and help make it easy for members to review 2025 benefit changes.
Get access to quick reference guides for Member Experience topics like UCard, OTC, and more.
Members in eligible plans have opportunities to earn valuable rewards for the 2025 plan year by completing certain activities.