Company: Unitedhealthcare Provider Service Operations
Company Description: Unitedhealthcare Provider Service Operations (UHC PSO) is business area within Unitedhealthcare. With over 6,000 global employees, we provide best in class multi- channel service to our nation’s healthcare providers. This includes answering questions, resolving issues, and processing medical claim settlements. In 2022, PSO was the recipient of an industry award for Top Global Contact Center.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Contact Center Leader of the Year
 Nomination Title: Wayne White
- Outline the nominee's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 245 words used.
Wayne has achieved remarkable success in transforming PSO. His commitment to a people-centered approach has addressed staffing challenges and improved employee satisfaction amidst the "Great Resignation." Wayne's advocacy for increased salary grades and compensation for contact center advocates, along with the introduction of the new team lead role, has resulted in positive outcomes. The hiring of 93 team leads has led to a 20% increase in development time, a 14.9% decrease in quick quits, and overall positive feedback from the team. Additionally, this new role has created promotional opportunities for call advocates.
Wayne's focus on innovation has driven the digital transformation of PSO's service model, introducing tools and processes that enhance efficiency and provider experience. The implementation of the Provider Resolution Center has significantly reduced resolution times for complex provider issues, resulting in the removal of 3 million abrasion moments and $18M rework cost avoidance. The deployment of Provider Chat has seen a substantial increase in total contacts, from 3.2% in 2023 to 13.8% in 2024, surpassing the goal of 9.3%. The introduction of four new AI-driven bots, such as the Prior Authorization (PA) Code Check Bot and Advocate Assist, has empowered advocates in handling complex issues and improving personalized service. Spire, a One-Stop Desktop platform, has consolidated multiple systems into a single platform, simplifying interactions for both advocates and providers. Lastly, the implementation of a Multi-Skilled Advocate Model has reduced transfer needs and boosted the Net Promoter Score (NPS).
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 139 words used.
- Leadership Team Video – YouTube Video speaks to Wayne’s leadership style as described by his leadership team
- Make it Matter Video – Video showcases Wayne’s commitment to Make it Matter for his teams and the providers they serve.
- PSO Journey Videos (3) – Showcases employee sentiment around the PSO model transformation and career development.
- Video from Roadshows – Video illustrates Wayne’s people-centered approach. Roadshows are quarterly themed series to engage and inform its employees. The events celebrate achievements, discuss people topics, and provides business updates.
- Provider Resolution Center Clue Video and provider feedback slides– Showcases PRC process in a fun video
- 2024 Accomplishments – Detail of 2024 Accomplishments
- Who We Are Presentation – Details of initiatives and performance
- Performance Dashboards – Details PSO key performance metrics
- PSO Employee Engagement Video – Showcases PSO employee engagement and social responsibility events
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 200 words used.
Wayne White, Senior Vice President at UnitedHealthcare, leads Provider Service Operations (PSO), overseeing a global team of over 5,500 contact center advocates who handle over 30 million calls and 3 million chats annually. Under Wayne’s leadership, PSO has transitioned to a streamlined, digital-first service model with a near 100% virtual workforce, achieving record-breaking metrics and industry recognition.
Wayne’s dedication to employee empowerment has driven remarkable results, including an EXI score of 79.2%, MEI score of 89.4%, and Inclusion score of 86.3%. These scores surpass both the UHC benchmark by 3% and the industry benchmark by 9%. Additionally, contact center voluntary attrition has decreased 12.8% between 2022 – 2024. Operational improvements include record breaking transfer rate of 8.5 YTD, a 41% improvement since 2022, and a contact rate reduction of 6%, showcasing his focus on efficiency and customer experience.
This commitment to excellence has led to high provider satisfaction, with the 2024 Provider Call Net Promoter Score (NPS) reaching 85.0, up 6% from 2022. Wayne’s achievements earned PSO honors, including the ICMI award for best large global contact center in 2022 and a Gold Stevie Award in 2023 for Contact Center of the Year.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 242 words used.
Wayne has successfully led PSO through a transformative period, positioning it as an industry leader in digital service capabilities. Key achievements include the deployment of the Provider Resolution Center, Provider Chat services, integration of AI-driven tools, APIs, migration to Genesys (anew call center software), and advanced Interactive Voice Response (IVR) functionalities. These initiatives have streamlined provider interactions, expanded development opportunities for employees, and delivered significant operational savings while sustaining robust key performance indicators (KPIs).
Since the implementation of our digital initiatives in 2023 call volumes decreased by 13.8% YoY in 2024, while digital containment reached 11.8% YTD 2024 against a goal of 9.3%. Chat NPS improved to 62.3 YTD 2024, surpassing the target of 48.3. To manage this transition from traditional calls to digital channels, Wayne ensured advocates received targeted training to adapt to evolving job roles, resulting in 4,330 global and domestic advocates becoming multiskilled in chat and multi-line business support.
Recognizing the need for strong leadership in a virtual environment, Wayne partnered with UHC’s Leaders in Action program to deliver customized training and development for over 400 PSO leaders. This program saw 100% participation, with 76% of attendees rating the training as essential to their development.
Wayne’s teams delivered $44 million in operational savings, underscoring the unique impact of his digital strategies. These achievements place PSO well above industry benchmarks, showcasing Wayne’s innovative approach and dedication to both employee growth and exceptional provider experiences.
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