Humana 1999 Annual Report Download - page 9

We will build sustainable advantage
in the marketplace and engender
trust, which is the core of our vision,
only by providing outstanding service
and achieving operational excellence.
This means simultaneously meeting
the needs of our stakeholders
(physicians, employers, members,
agents and shareholders) and
achieving the efficiency to remain
price competitive. We believe we
can do so — through a combination
of technology and process
improvement, driven by engaged,
enabled associates who are
committed leaders.
Where does excellence already exist
at Humana? In many places, but
most potently in:
Our Cincinnati health plan.
Acquired in 1997, the Cincinnati
plan exhibits many features that
we will replicate elsewhere in the
Humana system in 2000 and
beyond. These features include a
close coordination among the plan's
information systems capabilities,
provider contracts, products and
service processes to maximize
automated processing. Cincinnati
has a self-contained service staff
closely aligned with market
operations. When people call, the
service representatives are likely to
be knowledgeable about the market
and give an answer without the
member having to be passed from
one person to another. The result
is consistently high customer
satisfaction ratings, low turnover
among associates, a high-quality
and highly staffed physician network
and healthy profitability. In fact, the
Cincinnati plan is one of only two
plans in the nation that have won
the coveted Sachs Award for health
plan excellence each year the award
has been given. The success of our
Cincinnati operations is testimony to
the wisdom of developing a market-
centric, customer-centric focus for
the entire Humana organization.
Humana will shift more authority
(and corresponding accountability)
to the markets, as a means of
building all-important relationships
at the local level so that customers,
members and affiliated physicians
know that local management has
the authority to make decisions and
to work with them.
Our women's health programs.
Under the direction of Dr. Mitzi
Krockover, vice president of
women's health and preventive
services, Humana has launched a
number of industry-leading
initiatives in this critical area
involving the people who, according
to surveys, make 75 percent of the
health care decisions in American
families. Humana has developed
14 15
Michele Malooley
Agent
Boynton Beach, FL
Dr. Thomas Gvora
Medical Director
Milwaukee, WI
Bill Pepe
Medical Administrator
Miami, FL
Rabbi Morton Malavsky
Member
Hollywood, FL
Kristi Casale
Agent
Pompano Beach, FL
Dr. Thomas Shockley
Orthopedic Surgeon
Cincinnati, OH
Don Franklin
City of Chicago
Chicago, IL
Irene Raymoure
Internal Review
Louisville, KY
Ted Martin
Agent
San Antonio, TX
Michele Jones
Member
Louisville, KY
Dr. Steven Kaplan
Orthopedic Surgeon
Milwaukee, WI
Nicholas Simon
Publishers Printing
Shepherdsville, KY
Michael Brady
City of Milwaukee
Milwaukee, WI
Dr. Barry Webb
Family Practitioner
Cincinnati, OH
Juanita Hernandez
Member
San Antonio, TX
Emery Bodnar
Big Red, Inc.
San Antonio, TX
Dr. Kristal Wolfe
Internal Medicine
Miami, FL
Bill Roby, Sr.
Broker/Consultant
Louisville, KY
Bernice Rucker
Member
Chicago, IL
Dr. Pepe Armas
Internal Medicine
Palm Beach, FL
We treat our customers best when we listento them first.
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