PegaWORLD 2015: Optum’s Next Generation Integrated Member Services Platform (Presentation)

The Optum operations team identified an opportunity to better serve clients based on client purchase behavior of bundled solutions. Combined with a vision to provide a simplified, best-in-class single agent desktop, we set out on a journey to reduce complexity, improve operational efficiency and improve customer satisfaction. Today, our Pega solution is being used by hundreds of users across multiple sites and several lines of business. This presentation will review the opportunity that presented itself and how we worked to achieve the vision.

Speaker(s):

  • Bill Polston, VP Optum Shared Services, Optum
  • Matt Englund, Program Manager Optum Shared Services, Optum