Stars relaunch · Sep 22 cadence call · Sep 23 working session

Stars relaunch: the customer side.

What only Intradiem holds, where the first measured proof gets earned, and the door customers take. Four threads to shape together.

ForNaveen and the GTME group
Pairs withCampaign head start
As ofSep 21, 2026
ByDallas Andrews, GTM Engineering
In one screen
  • Law 1. The rating is commodity. Our customers' operations leaders tying queue performance to CMS money, in their own words, is ours alone. So are the Medicare lines already on the platform.
  • Proof. The first measured result tying queue orchestration to a Medicare service measure is open ground. A Queue Optimizer pilot inside a customer's Medicare line is how Intradiem earns it.
  • Door. Six of the top seven plans by our Stars value estimate are customers. They take the account manager door. Elevance and HCSC renew Oct 31, inside the CMS release window.
  • Lead. A UnitedHealthcare case names a CAHPS training task on the platform. One reference, worth a question to Julia LaGrange.
01 · Law 1

What only Intradiem holds

The rating is commodity. Every vendor will quote it in October. Two things sit with us and nowhere else.

Customers' operations leaders, in their own words

From the Queue Optimizer research interviews: 19 customer interviews, Apr to Aug 2025, sales site Knowledge Base.

"When stars ratings go down, we lose bonus payments which can amount to billions."

David McCutcheon · Associate Vice President Workforce Management · Humana

"With our government contracts for Medicaid and Medicare, we're specifically required to meet 80% within 30 seconds for our average speed of answer."

Greg Brown · SVP, Sr Customer Service Officer · HCSC

"If you don't make those metrics, you fail your scorecard and we can't do government business, that's worth billions of dollars to us."

Jeremy Dekam · Director, Technical Product Management · Optum

"in our Medicare world, CMS requires that we manage our service levels to an 80% within 32 second target."

Mary Cooper · Vice President, Enterprise Customer Care · CVS Health / Aetna

On service-level penalties: "I want to say we're over 10 million on the year."

Mark Reynolds · COO UHC Operations, Business Enablement · UnitedHealthcare

Wording is as extracted from the interview PDFs, page references on file. Worth a read at source before any of it gets repeated outside this group.

Two kinds of CMS money run through these: the contract service-level standard (the 80 in 30 lines) and the Stars bonus (Humana's line). Worth keeping them as two separate ideas in anything we write.

Medicare lines already running on the platform

Live

Humana

Dynamic Delivery live for Medicare and Medicare Individual.

Live

Elevance

Medicare inside its combined member services profile.

Live

Aetna

Medicare tenant live.

Migrating

HCSC

Acquired Medicare book still moving onto the platform.

The Law 1 test holds: a competitor with the CMS file can't write either of these.

To shape together

The quotes are internal research today and aren't in marketing's registry. Is there a version worth putting through marketing's clearance, blinded or named, or do they stay as the account teams' material?

02 · Proof

The first measured proof is open ground

The first measured result tying queue orchestration to a Medicare service measure is open ground. A Queue Optimizer pilot inside a customer's Medicare line is how Intradiem earns it.

"Queue Optimizer is new, so it has no numbers of its own yet. A pilot is how it earns them."

The proof line already in the campaign draft. It carries this as is.

One supporting detail from Salesforce cases: Aetna and CVS already condition deliveries on "Cumulative Service Level by Queue" (cases from 2019 through the Jul 2026 Five9 migration). Queue-level service level is already a live input in those tenants, which gives a pilot its starting baseline. Internal until Kira Guzman confirms it.

To shape together

Which customer Medicare line is the right first pilot, and what would Product want measured from day one so the result is writable?

03 · Door

Customers take the account manager door

Six of the top seven plans by our Stars value estimate are customers. They hear about Queue Optimizer through their account team, never a cold sequence, and the customer exclusion gate keeps them out of the net-new lane.

AccountSalesforce ownerSuccess managerRenewal (ChurnZero)
HumanaSteve JacksonChristine Gotleibto confirm
UnitedHealthMary Ann ChandlerJulia LaGrangeDec 31 2026
CVS / AetnaRachel DiBello (CVS), Mary Ann Chandler (Aetna)Kira GuzmanSep 15 2027 (CVS)
ElevanceAlex BauerDeAndra ScheidtOct 31 2026
HCSCMary Ann ChandlerAmy JohnsonOct 31 2026

Elevance and HCSC renew Oct 31, inside the CMS release window. The release gives both account teams a timely reason to be in the room with something new.

The same accounts are warm anchors for the back-office motion, so the account manager door carries the whole Dynamic Workforce Orchestration conversation, contact center and back office together.

For each account there's one question drafted for the success manager, ready to hand to Mary Ann, Alex, Steve and Rachel. Elevance stays unnamed in any outreach, per marketing's rule.

To shape together

Does the customer piece go out as account-team content on release week alongside Track A, or does each account manager set the timing?

04 · Lead

A question worth asking Julia LaGrange

One reference

What the case says

A UnitedHealthcare support case from Jun 15 2026 (case 331277) names a task called "CAHPS Training Change Champion Toolkit (CPX)", tied to a Complex Member Service group.

If it holds

What it could mean

If it means UnitedHealthcare delivers CAHPS training to agents through the platform, that would put a customer's own Stars work on Intradiem in a way no one outside could know. It may also be nothing more than a task name.

The question for Julia: is that training delivered in idle time through the platform, how many agents get it, and does UnitedHealthcare track its effect?

To shape together

Who's best placed to ask, Julia directly or through Mary Ann?

Handling

How this material travels

  • Nothing here reads as an Intradiem Stars, CAHPS or member-experience result. The threads are about where that proof gets earned.
  • Interview quotes and case details are internal until the account team confirms them and marketing clears them.
  • "Top seven by Stars value" ranks on our own estimate, so it stays a 1:1 framing and never a headline number.
Stars relaunch · the three laws

The rating is commodity. The customer side is ours.

CMS release · early OctoberSep 22 cadence call
Law 1 · unique insight

Two things sit with us and nowhere else.

Customer voiceOperations leaders at Humana, HCSC, UnitedHealthcare, Optum and Aetna tying queue performance to CMS money, in their own words.
Medicare on the platformLive at Humana, Elevance and Aetna. HCSC's acquired Medicare book is still migrating.

A competitor with the CMS file can't write either.

Queue Optimizer research interviews · internal

Queue performance is CMS money.

When stars ratings go down, we lose bonus payments which can amount to billions."David McCutcheon · Humana
we're specifically required to meet 80% within 30 seconds for our average speed of answer."Greg Brown · HCSC
CMS requires that we manage our service levels to an 80% within 32 second target."Mary Cooper · CVS Health / Aetna
If you don't make those metrics, you fail your scorecard and we can't do government business, that's worth billions of dollars to us."Jeremy Dekam · Optum
I want to say we're over 10 million on the year."Mark Reynolds · UnitedHealthcare · on service-level penalties
Already on the platform

Medicare lines, already running.

LiveHumanaDynamic Delivery live for Medicare and Medicare Individual.
LiveElevanceMedicare inside its combined member services profile.
LiveAetnaMedicare tenant live.
MigratingHCSCAcquired Medicare book still moving onto the platform.
The first measured proof

Open ground. A pilot is how Intradiem earns it.

A Queue Optimizer pilot inside a customer's Medicare line.

Already in the campaign draft

"Queue Optimizer is new, so it has no numbers of its own yet. A pilot is how it earns them."

Aetna · CVS deliveries already conditioned on Cumulative Service Level by QueueA pilot's starting baselineInternal until Kira Guzman confirms
Six of the top seven, by our Stars value estimate, are customers

One release, two doors.

CMS release2027 ratingsearly October Net-new laneCustomer exclusion gate Track ARelease-week sequence CustomersAccount manager doornever a cold sequence Through their account team HumanaUnitedHealthCVS / AetnaElevanceHCSC Illustration, not data
Salesforce owner · success manager

Who holds each door.

Inside the release window

Two renewals land the same month.

CMS release windowEarly October. Last year it was Oct 9. OCT 1OCT 15OCT 31 Open enrollment opens Oct 31Elevance and HCSC renew Illustration. The release date rests on precedent.
One reference · case 331277 · Jun 15 2026

A question worth asking Julia LaGrange.

What the case saysA UnitedHealthcare support case names a task called "CAHPS Training Change Champion Toolkit (CPX)", tied to a Complex Member Service group.
If it holdsThat would put a customer's own Stars work on Intradiem in a way no one outside could know. It may also be nothing more than a task name.

Is that training delivered in idle time through the platform, how many agents get it, and does UnitedHealthcare track its effect?

Four threads

To shape together.

Intradiem · Stars relaunch
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