Imagine leading a customer experience program serving a very diverse population that speaks dozens of languages, has many members new to this country, and many on medical assistance, struggling to raise a family without a stable home. And you’re doing this as a non-profit. That’s the challenge UCare faced when it began formalizing the customer experience program in 2013.
Ghita Worcester is the senior vice president of public affairs and marketing at UCare, one of two executive sponsors of its customer experience program. Ghita explains UCare’s customer experience strategy: “We focus on the whole continuum – not just how members feel when they work with our customer service teams, but how they feel when they work with us operationally, from our clinical services, all the way through to whether they felt they were treated fairly when they went to a provider or a hospital. And the provider’s experience with the plan includes how the member comes to them.”