Upskilling Call Center Advocates at UnitedHealthcare

Healthcare is complex and getting more digital every day. How do you prepare a frontline workforce for that reality while staying focused on human connection and business impact?  In this episode of Being Intrepid, Sam Herring sits down with Christy Pletcher, Vice President of Learning & Development at UnitedHealthcare, to explore how her team is reshaping learning in a high-stakes, highly regulated environment. Christy shares how UHC is striving to make the healthcare experience feel more like retail, upskilling advocates for tougher calls, and using AI to coach at scale and cut weeks from training.  You will learn: Why being both a business and L&D expert matters How UnitedHealthcare is driving digital adoption and self-service The skills frontline advocates need to successfully serve members How “Drive to Digital” and academies support ongoing upskilling Where AI coaching delivers real savings and better experiences  Connect with Christy: https://www.linkedin.com/in/christy-pletcher-228a7919/ Connect with Sam: https://www.linkedin.com/in/sam-herring-5944b/  Listen to more episodes: https://www.intrepidlearning.com/category/podcasts/