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UnitedHealthcare and Blue Shield brief Health Service Board on urgent-care access; board presses carriers over phone and directory problems
Summary
UnitedHealthcare and Blue Shield presented follow-up reports on member access to urgent care. Commissioners and retirees reported that phone-based member services could not locate in‑network urgent‑care centers; carriers pledged retraining, committed to follow-up audits, and Blue Shield agreed to provide Marin County data.
UnitedHealthcare and Blue Shield returned to the Health Service Board on Sept. 11 to address ongoing member complaints about access to in‑network urgent‑care centers.
Michelle Balrath, vice president of account management for UnitedHealthcare, reviewed customized search tools (myuhc.com), a CCSF‑specific flyer the carrier offered to publish, and a mobile app called "Health for Me." She acknowledged multiple member reports that UnitedHealthcare customer‑service representatives could not…
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