Humana 2001 Annual Report Download - page 17

time and money. In 2001, physicians and other
h e a l t h c a r e providers submitted approx i m a t e l y 1 0
p e r cent more claims electronically than in 2 0 0 0.
Enhancing associates’ online skills: Humana is
also applying Internet technology to its internal
business processes. As part of this transition,
associates routinely use Hu m a n a’s online re s o u rc e s .
This not only provides internal efficiencies but also
enables associates to more effectively guide our
customers through our online re s o u r ces. As a
consequence, our members’ and physicians’
e l e c t r onic self-service transactions have increased
by 1,169 p e r cent over the past two years.
Simpler communications: We’re working to
regularly communicate with our members in plain
language, not the traditional language of health
insurance. For instance, we routinely close letters to
members with this statement: “At Humana, we
value our relationship with our members. For yo u r
c o n venience, Humana has created a tool for you to
easily re v i e w your claims, plan benefits, pre s c r i p t i o n
d r ug coverage and a listing of doctors, hospitals, or
pharmacies in your network. For more information
and to use these options, go to www. h u m a n a . c o m . ”
Humana members are noticing – and
a c k n o wledging – our commitment to provide
unmatched customer service. Ercie and Phillip
Be rwick, two members from Chicago, made a point
of stopping in Louisville on a trip to Florida, just
to visit our Louisville Customer Se rvice Center.
They wanted to meet associates Jackie Dorsey and
Venus Moon, who “always have an answer to our
questions without putting us on hold,” Ercie wro t e .
In a thank-you note to Humana, Ercie added,
“We cannot emphasize enough what a great sense
of security these two Humana employees give us
because of their professional knowledge and
warm personality. ”
Humana is working to
become the pre m i e r
company that does the
basics flawlessly and
consistently responds to
c u s t o m e r s’ needs.
e s s l y. This is what we mean by creating a health plan experience, or overall environment, that
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