NurseLine service:

SM

Transforming the traditional health information line

Traditional health information lines react to individuals as they describe their symptoms on the phone to a nurse. This reactive approach, based only on self-reported information, limits a nurse to triaging or connecting the individual with care for their symptom. UnitedHealthcares NurseLineSM service takes a dierent approach: Nurses have access to a whole person view of the individuals health history at the time of the call, enabling a holistic response to the immediate symptom. Nurses are informed of additional care opportunities, empowering them to proactively address the individuals total health care needs. Nurses are specially trained as coaches who deliver care messages in a way that drives better health outcomes.

Going beyond the symptoms

Using a proactive coaching model combined with our powerful eSync PlatformSM technology, our NurseLine service drives better health outcomes based on a holistic view of the caller, helping individuals nd the health care that is right for them: Right Care helping individuals make the right decisions about when and where to seek care; and referring them to disease management and behavioral health programs as appropriate
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Our 6C Call Methodology & Coaching Model

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Complete Capture date, nalize call Contract Review and reinforce the change plan

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Right Provider scheduling appointments with high-quality, network physicians and health care professionals Right Medication coaching individuals on lower cost options, drug interactions and appropriate use of medications Right Lifestyle referring individuals to health and wellness programs and resources as appropriate
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Construct Develop a change plan and set expectations Collaborate Efciently assess and clarify the individual's knowledge and factors impacting his or her decisions Connect Engage the individual Inductive Logic

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Powering a whole-person view with eSync technology

Our proprietary eSync Platform is driven by hundreds of evidence-based medicine rules, allowing our nurses to quickly access a full view of a callers health prole. The information empowers nurses to address not only an immediate symptom but also issues that impact an individuals quality of life, including: Medication use Primary care physician relationships Health and wellness needs Treatment options

NurseLine service delivers results*:

2:1 average program return on investment 8.8 hours reduced absenteeism per employee/ per event 97% of NurseLine customers indicate that they follow the nurses recommendations 25% are referred to a relevant health program 70% of callers with ER pre-intent avoid ER visits
* UnitedHealth Group Book-of-Business NurseLine Analyses, 2008

Driving better health outcomes through coaching

Our nurses are uniquely trained in health coaching principles that motivate healthy behavior change. Motivational interviewing and other coaching skills, transtheoretical model of change and inductive logic inuence our coaching model, which is delivered through a proprietary call methodology known as the 6Cs.

Supporting a full range of health care needs, 24/7

Our nurses help individuals make health care decisions 24 hours a day, 7 days a week, in 140+ languages. Individuals can: Speak directly to a live nurse over the phone or through our NurseChat online. Access general health information on more than a thousand pre-recorded topics. Work with a health care advocate to validate physician or health care professional availability, network status and new patient acceptance. (We can schedule appointments, too.)

For more information, please contact your broker or UnitedHealthcare representative.

NurseLine is a service mark of UnitedHealth Group, Inc., used by permission. NurseLineSM service is for informational purposes only. NurseLine nurses cannot diagnose problems or recommend specic treatment and are not a substitute for your doctors care. Consult your sales representative to learn more about the availability of the eSync Platform. 100-6445 11/10 employer 2010 United HealthCare Services, Inc.