Prior Authorization, Transparency, and the Mission Control Approach

Prior authorization — the process where insurers require approval before paying for care — is the single most-criticized part of the UnitedHealthcare experience. In 2025-2026, the company has launched the most aggressive reform agenda in its history: industry-wide standardization, public reporting of prior auth metrics, rural hospital exemptions, and a "Mission Control" customer service model led by Tim Noel that uses AI to proactively help struggling members. This module gives candidates the language to talk about customer experience the way the company is now trying to talk about it.