Humana 2001 Annual Report Download - page 5

Humana over the course of the past
1 2 months. To focus on three key
statistics, our fourt h - q u a r ter
2 0 0 1 e l e c t ronic claims submission
rate was approximately 1 0 p e r cent
higher than a year ago; the
p e r centage of calls answe r ed within
2 0 seconds increased from 5 4
p e r cent in 2 0 0 0 to 8 2 p e r cent in
2 0 0 1; and the percentage of calls
abandoned declined from 6 . 4
p e r cent in 2 0 0 0 to 2 . 1 p e r cent in
2 0 0 1. These favorable results are
a tribute to Hu m a n a’s 1 4 , 5 0 0
associates, whose dedication to
s e rvice excellence is incre a s i n g l y
s h own in statistics that reflect the
success of thousands of daily
customer interactions.
Our relentless attention to our
customers is paying off in other
ways as well. By listening to
c u s t o m e r s’ desires and fru s t r a t i o n s ,
we are increasingly able to under-
stand where the health benefits
i n d u s t r y needs to evo l v e beyo n d
traditional managed care. Ha v i n g
completed our financial turn-
a round, Humana is now focused
on crafting technology-driven
p r oducts and services that allow us
to serve as a high-tech, high-touch
“ i n f o - m e d i a r y” for our members.
The actionable health and cove r a g e
information we deliver electro n -
ically allows Humana members, in
c o n c e r t with their doctors, to take
charge of their own health.
Under the theme of “Un d e r s t a n d i n g
our Customers,” the pages that
f o l l ow detail our pro g r ess last ye a r
in creating the kind of transpare n c y
consumers are asking for in their
health plans – plans that give
them more choices, respond
p romptly to their questions and
p rovide informed navigation
t h r ough the healthcare system.
They also point the way tow a r d
an even more consumer-focused
f u t u r e as Humana incre a s i n g l y
anticipates, meets and exceeds
customer expectations.
Si n c e re l y,
David A. Jo n e s
CH A I R M A N O F T H E BOA R D A N D S I G N I F I C A N T S TO C K H O L D E R
Michael B. Mc C a l l i s t e r
PR E S I D E N T A N D CH I E F EX E C U T I V E OF F I C E R
A N D S I G N I F I C A N T S TO C K H O L D E R
DAV I D A. JO N E S , CH A I R M A N O F T H E BO A R D A N D MI C H A E L B. MCCA L L I S T E R , PR E S I D E N T A N D CH I E F EX E C U T I V E OF F I C E R
2001
3
This is what we mean by creating a health plan experience, or overall environment, that uses