UnitedHealthcare, the market leader in Medicare[i], today introduced Navigate4Me, a program that offers people enrolled in UnitedHealthcare Medicare Advantage plans personalized concierge services – and in some cases even a single point of contact – to support and guide them through the complexities of the health care system.

The program features health navigators – nurses or highly trained customer service advocates – who help address and resolve people’s health care and customer service questions. The tailored experience ranges from creating a personalized care plan, coordinating care and resolving claims issues to addressing social support needs such as transportation or housing.

People facing some of the most complex health issues, including diabetes, congestive heart failure or multiple chronic conditions are connected with a single point of contact – an assigned health navigator who can quickly become a familiar and consistent partner for people enrolled in the program.

Health navigators contact eligible plan participants and introduce themselves as their dedicated point of contact. They can also support their caregivers and make them an integral part of the member experience – from answering questions to advocating for care and social support.

In 2018, UnitedHealthcare will expand Navigate4Me to serve Medicare Advantage plan participants who experience sudden health events such as serious injuries or new diagnoses.

“People receive needed care when they’re at the doctor’s office or inside a clinic or hospital, but they often lack the support, coordination and guidance they need in navigating the system,” said Brian Thompson, CEO of UnitedHealthcare Medicare & Retirement. “With Navigate4Me, our health navigators step into those moments of vulnerability and uncertainty to provide personal, compassionate guidance to the people we serve – a one-stop shop when they need it most.”

Navigate4Me is part of UnitedHealthcare’s focus on integrating human support with data from real-time sources, such as digital medical technology, and historical sources, like claims data, to help make the complex health care system simple for plan participants, and improve and personalize how people navigate the health care system.

“Navigate4Me is about walking side by side with the people we serve, and those closest to them, to help anticipate, understand and address their health care needs – one person at a time,” said Thompson.

UnitedHealthcare, which exclusively offers AARP-branded Medicare plans, serves more than 4.3 million people in Medicare Advantage, 4.9 million people through its portfolio of Part D prescription drug plans, and 4.4 million beneficiaries through its Medicare supplement plans.

Altogether, UnitedHealthcare serves one in five Medicare beneficiaries nationwide[ii].