Ceo Memo

CEO Memo
HCS/514

Welcome
Welcome to United wellnessc ar! I exit be providing a brief, high-level overview of the design and functionality of the United Health Group call heart and soul located at 6200 northwest Parkway in San Antonio, Texas.
Formal versus Informal Organization
This call common snapping turtle fittings the criteria of a formal makeup. The goal of the call center is to meet the needs of the members and employers who have purchased health insurance plans from United healthcare and its subsidiaries. There is a chain of command in stray that includes business managers, supervisors, training managers, and modelforce management (Liebler & McConnell, 2008). The individuals in these positions work to ensure proper staffing and quality levels are maintained, and that individuals at the fundamental law have the proper training to conduct their jobs. Informal organizations are unplowed to a minimum because tight control is kept on social interactions.
Organizational Structure/Design
The call center employees mostly member serve representatives who are able to paraphrase medical, dental or vision benefits and discuss telephone calls. If a claim needs to be reviewed, the member is transferred to a Rapid upshot Specialist, or RRE.



Health Advocates are specialized member services representatives who work with the member and their issue from the beginning until its resolution. In addition, if a members services representative is unclear of how to quote a benefit, the organization employees Subject Matter Experts, or SMEs. The SMEs are experts in quoting benefits, interpret benefits and ensuring that standard operating procedures are followed.
The organization is an open system, because it invariably seeks balance (Liebler & McConnell, 2008). Workforce Management is tasked to watch the number of calls culmination into the center, the average time a call is on hold, and a variety of other metrics. The organization is penalized for any deviation from the goals that were promised to the...If you deficiency to get a full essay, order it on our website: Orderessay



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