Spirited Teamwork

A cornerstone of Humana Military’s business is the service excellence that builds trust and confidence with our customers. We recognize that our customers include government partners, military and civilian providers, and beneficiaries – the current and retired members of the United States Armed Forces and their families.

Humana Military associates insist on delivering the best service on the job, as each has a stake in the thousands of daily customer interactions and the health services of beneficiaries. To facilitate this level of service, Humana Military fosters a workplace where associates go out of their way to assist customers. For example, an associate took it upon herself to successfully resolve a problem by walking back and fourth between TRICARE Service Center and Military Treatment Facility several times for a beneficiary who had to use a walker to get around.

Often, a beneficiary will take the time to tell us what they think of our service. For example, one customer expressed how big a fan she was of an associate who, “helped resolve an issue that had been going on for eight years. She is just a doll!” The instances of exemplary service are recognized and communicated to the entire organization.

The bond Humana Military has formed with customers is built on hard work, cooperative problem solving, and attention to the customers served. We never forget who we work with or whom we work for, as we focus on the human touch.

Humana Military takes pride in its associates and in the work they do. This starts with the associate training programs” emphasis on the value of their work and the most effective way to deliver services. It continues with the daily delivery of quality service and commitment to our community.

Many associates are former military, such as President and CEO Dave Baker, a retired officer with the Air Force Medical Services Corps. Their pride in our country and military services extend to their everyday work and is reflected in their accolades that Humana Military receives, such as:

Balancing the demands of access and privacy is particularly challenging when involved with the personal health information of over two million people. In this regard, Humana Military’s sense of integrity is paramount to managing the privacy of our beneficiaries while efficiently administering the TRICARE program.

The initiation of every associate at Humana Military begins with an education in accountability for the privacy of records and guarding access to them. The emphasis continues with annual training on the nuances of business ethics, privacy and the need to protect beneficiary health information.

The clearest expression of success in integrity is the way Humana Military is viewed by the outside world. Our corporate integrity is reflected in the Contractor of the Year Anti-Fraud Performance Award received twice by Humana Military from TRICARE Management Activity. Humana Military is the only Managed Care Support Contractor to receive this award.

Our associates’ integrity is illustrated by the striking confidence shown by our beneficiaries. In one instance, an associate’s “knowledge and manner” led a beneficiary to entrust the associate to navigate the process of obtaining a power of attorney for her husband.

Respect is a core value that is central to Humana Military’s continued success. It is a quality that Humana Military associates earn every day by holding in high regard their own associates, beneficiaries, providers and government partners.

Humana Military uses a “Respect In Action” campaign to reinforce respectful, effective communication and interactions with customers. Plus, Humana Military associates identify with the initiative, having contributed ideas to the campaign of the numerous ways in which respect is created, demonstrated and recognized.

Respect is shown in the quality service delivered by our associates and our certainty that they have the tools and the expertise to get the job done. Beneficiary comments indicate the impact active respect elicits. One such beneficiary stated, “I was overwhelmed by Latoya’s professionalism and willingness to listen to issues and go the extra mile to assist me. Super job Latoya!”

Seeing our technology ideas take form as empowering tools for our partners, beneficiaries and associates has been exciting in application. Practical and innovative Internet technologies that fulfill the needs and exceed the expectations of our customers is a rewarding accomplishment that also inspires Humana Military’s creative team vision for future innovations.

Besides a sophisticated and efficient Interactive Voice Response system, Humana Military offers comprehensive web services for beneficiaries and providers. For the past two years, Humana Military has received the eHealthcare Leadership Distinction Award for such online innovations as: enrollment verification print-out; Prime enrollment card request; quick eligibility check; referral/authorization inquiry; and claim status check.

Combined with well-trained associates, applied technology and creative thinking make available the full range of services to the widest number of people. This is Humana Military’s measure of innovation.