Humana 2012 Annual Report Download - page 8
Download and view the complete annual report
Please find page 8 of the 2012 Humana annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.-
1 -
2 -
3 -
4 -
5 -
6 -
7 -
8 -
9 -
10 -
11 -
12 -
13 -
14 -
15 -
16 -
17 -
18 -
19 -
20
-
21
-
22
-
23
-
24
-
25
-
26
-
27
-
28
-
29
-
30
-
31
-
32
-
33
-
34
-
35
-
36
-
37
-
38
-
39
-
40
-
41
-
42
-
43
-
44
-
45
-
46
-
47
-
48
-
49
-
50
-
51
-
52
-
53
-
54
-
55
-
56
-
57
-
58
-
59
-
60
-
61
-
62
-
63
-
64
-
65
-
66
-
67
-
68
-
69
-
70
-
71
-
72
-
73
-
74
-
75
-
76
-
77
-
78
-
79
-
80
-
81
-
82
-
83
-
84
-
85
-
86
-
87
-
88
-
89
-
90
-
91
-
92
-
93
-
94
-
95
-
96
-
97
-
98
-
99
-
100
-
101
-
102
-
103
-
104
-
105
-
106
-
107
-
108
-
109
-
110
-
111
-
112
-
113
-
114
-
115
-
116
-
117
-
118
-
119
-
120
-
121
-
122
-
123
-
124
-
125
-
126
-
127
-
128
-
129
-
130
-
131
-
132
-
133
-
134
-
135
-
136
-
137
-
138
-
139
-
140
-
141
-
142
-
143
-
144
-
145
-
146
-
147
-
148
-
149
-
150
-
151
-
152
-
153
-
154
-
155
-
156
-
157
-
158
-
159
-
160
-
161
-
162
-
163
-
164
 |
 |
72012 Annual Report
5. Enhance our member experience
– Through our long-standing and
award-winning Perfect Service initiative,
combined with the creation in 2012
of our customer service Center of
Excellence, we are undertaking an
end-to-end revamp of the Humana
member experience. The emphasis is on
simplicity, seamlessness, customization,
and easy navigation of the complex
health system.
6. Continue to execute on
portfolio management –
Over time, we are committed
to implementing the integrated
care delivery model comprehensively
across all our business segments:
Retail; Employer Group; Health and
Well-being Services, which includes
our RightSource® mail-order pharmacy
business; and Other Businesses,
which includes our three million
military members, primarily
dependents and retirees, covered
through the Department of
Defense’s TRICARE® program.
7. Achieve additional operating
cost efficiencies – By balancing
administrative cost management,
our focus on strategic initiatives,
and operating model efficiencies,
we will develop more flexibility for
addressing the health insurance reform
requirements that begin in 2014.
8. Continue to build talent –
Our ability to enhance our integrated
care delivery model will depend on
developing talent in the key areas of
physician practice management, home
health, customer segmentation, data
analytics, and the customer experience.
In 2012, fulfilling a public
commitment we made
to our nation’s military,
we surpassed our goal of
hiring 1,000 veterans or
veteran spouses between
2011 and 2014.