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Complete

Capture date,finalize call

Connect

Engage the individual

Inductive Logic

CollaborateEfficiently assess and clarify the individual's knowledge

and factors impacting his or her decisions

Construct

Develop a change plan and set expectations

Compel

Use inductive logic to activatethe individual

Contract

Review and reinforcethe change plan

Tran

sthe

oretic

alMod

elofC

hang

e

Motivation

alInterviewing/C

oachingSkills

raditional health information lines react to individuals as they describe their symptoms onthe phone to a nurse. Tis reactive approach, based only on self-reported information, limitsa nurse to triaging or connecting the individual with care for their symptom.

UnitedHealthcares NurseLineSM service takes a different approach:

Nurses have access to a whole person view of the individuals health history at the timeof the call, enabling a holistic response to the immediate symptom.

Nurses are informed of additional care opportunities, empowering them to proactivelyaddress the individuals total health care needs.

Nurses are specially trained as coaches who deliver care messages in a way that drivesbetter 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 aholistic view of the caller, helping individuals find the health care thatis right for them:

Right Care helping individuals make the right decisions aboutwhen and where to seek care; and referring them to diseasemanagement and behavioral health programs as appropriate

Right Provider scheduling appointments with high-quality,network physicians and health care professionals

Right Medication coaching individuals on lower costoptions, drug interactions and appropriate useof medications

Right Lifestyle referring individuals to healthand wellness programs and resourcesas appropriate

NurseLineSM

service:Transforming the traditional health information line

Our 6C Call

Methodology &

Coaching Model

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