Laurie Macina

Experience

• 

  UnitedHealth Group

  Jul 1996 - now

  • Owner of the overall service experience for UnitedHealthcare Major Market clients• Primary liaison between the customer and the many functional units within UnitedHealthcare • Develop and maintain strong relationship with internal partners in Centralized Service Team to manage customer service experience• Proactively manage escalated service issues • Determine root cause analysis and oversee any necessary system updates or changes• Assist with wellness initiatives and manage client health fairs and open enrollment meetings• Train customers on UnitedHealthcare client portal and reporting tools • Expand customer expertise and reliance on eTools to drive usage and adoption• Conduct meetings with customers to identify issues/trends and analyze root causes to determine corrective action steps Show less

  • Senior Field Account Manager

    Jul 2004 - now

  • Client Services Manager

    Aug 1999 - Jun 2004

  • Eligibility Specialist

    Jul 1996 - Jul 1999