LESSON 1: HEART FRAMEWORK

The _____ approach is a collection of best practices that put the member's needs at the heart of each member.

• HEART

• INTEGRITY

• CLOSE

• LISTEN

An advocate encourage to warmly greet the member and verify their information.

• ENGAGE

• EXPLORE

• INTERVENE

• REFLECT

An advocate ask clarifying questions, actively listen to the member, and pay attention

to cues that indicate unspoken needs.

• INTERVENE

• EXPLORE

• REFLECT

• ENGAGE

Use statements to assure the member your commitment to help.

Check for understanding before moving on

• EXPLORE

• COLLABORATE

• INTERVENE

• REFLECT

Own and resolve the issue. Thoroughly research the issue. Ask

probing questions. Offer specific resources tailored to the member's needs

• REFLECT

• INTERVENE

• ENGAGE

• EXPLORE

Review key points and topics discussed on the call. Explain next

steps. Ask if there is anything else the member needs

• REFLECT

• ENGAGE

• COLLABORATION

• INTERVENE

__________ are the single point of contact for

members on any given call. CAs help members coordinate care across the multidisciplinary

team. Each time a member calls, they may speak with a different CA on the 1-to-Many team,

but because notes and documentation are shared across Optum Guide, a member will receive

personalized care each time they contact us.

• 1: Many Care Guides

• 1:Many Research Advisors

• 1:1 Care Guides

• Research Advisors