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May 17, 2017
Workers’ CompAnd Auto No-faultDivision Town Hall
A bit of housekeeping
Webinar controls
Questions will be answered at the end of the presentation as time allows or we will get back to you afterwards.
Recording
Please note, while today's Town Hall webinar is being recorded, the Q&A portion of our discussion is not.
Type your questions here
Sample of Webinar Controls
Topics for discussion
Welcome
Since our last Town Hall
Divisional address
Value story panel
State of the business
Recognizing service and performance
Vital Signs Tiger Team update
12345678 Q&A, Adjourn
Chris JohnsonChief Operating Officer
Since our last Town Hall…
Growth Retention
We are cultivating a rich sales pipeline with an unprecedented number of proposals in process and are implementing new clients.
We continue to conduct strategy and stewardship meetings with our clients and are collaborating in a variety of ways. One example: the WTCHP Town Hall hosted in Tampa last week.
Communications initiatives Other activities
Know Your LeaderMonthly ExchangeAncillary portal naming contest
RIMS annual conferenceNPS spring survey Vital Signs Tiger TeamRefining value propEnhancing stewardship reporting
RIMS 2017
Net Promoter in Action
Survey Participation
Survey responses received
Response rate
Surveys launched to adjusters and decision makers.
68
17%Target = 25%
Workers’ Compensation Auto No-Fault – NPS Spring Wave
Not at all likely ExtremelyLikely
Detractors Passives Promoters
0 1 2 3 4 5 6 7 8 9 10
% Promoters – % Detractors = Net Promoter Score
“If given the opportunity, how likely is it that you would recommend Optum to a colleague or friend?”
37% (promoters) – 21% (detractors)
21% 43% 37%
World Trade Center Health Program Open House for beneficiaries
Andrew LewisVP, Human Capital
Bill ErwinVP, Operations
Brett DrexeliusChief Sales Officer
Chris JohnsonChief Operating Officer
David FarmerChief Financial Officer
Eric GwynnChief Information Officer
Jay KruegerHead of Strategy and Product Development
Jeannine FosterSVP, Account Management
Jessica BartellVP, Provider Relations
Jim AndrewsEVP, Clinical Services
Joe PaganoEVP, Managed Care and
Settlement Solutions
John BencivengaChief Legal Officer
Sarah BergerVP, Marketing and Communications
Tron EmptageChief Clinical Officer
Meet our division’s leadership team
New CEO
?
Jay Krueger
Starting a new adventure
David YoungPresident
Jay KruegerHead of Strategy and Product Development
David W. YoungPresident
1
2
3
4
5
Our way forward
Acknowledgment
Who Are We?
Organizational Alignment
Our Tool Box
Personal Litmus Test
A legacy of service and performance
Who is the workers’ comp and auto no-fault division?
Customer-centric values are a key to our success
We have an exciting opportunity to disrupt our industry
Did I do my best today?
Did I honor my commitments to my “Customers”?
What did I learn today?
How can I use that learning experience to better the organization?
Did I/we make incremental progress toward my/the organizations goals today?
Look in the mirror. That’s your competition.
Sarah BergerVP, Marketing and Communications
Helping to make the health system work better for everyone
CARE DELIVERY INDIVIDUALSLIFE SCIENCESHEALTH PLANSEMPLOYERSPROVIDERS
aligned physicians in 26 markets
million empowered consumers
organizations around the globe
health plansof Fortune 100U.S. hospitals
1004/5 1154/5 300 20K
Data and analytics
Pharmacy care services
Populationhealth management
Health care delivery
Health careoperations
Our division’s value prop and story
• Emphasizes the concepts of smarter, easier and healthier in the context of workers’ comp and auto no-fault, and the enemies we face daily, such as:
− Overutilization
− Rising costs
− Lack of visibility and/or insight
− Incomplete information
− Resource limitations
− Fraud, waste, misuse and abuse
• Opportunity to simplify our messaging for greater impact and disrupt the market.
• Will help ensure our story is delivered clearly, cohesively and consistently.
Tron EmptageChief Clinical Officer
Our panelists
Stacey McKeeVP, Account Management
Craig RoubinekVP, Operations
David FarmerChief Financial Officer
Chris JohnsonChief Operating Officer
MBO update
#1 Financialperformance
#2 Operationalefficiency
#3Innovation
#4 Quality and compliance
#5 Leadership and people
Protect our current business
Grow our business
Improve and achieve IOI
Integration
Improve, refine our value prop
Create scale,standardization
Cost improvements
KPIs
92.5%calls answered
in 20 sec. or less
1.1M+ calls
Global ops plan
New and refined capabilities,
products and services
Product assessments
Product rationalization
End-state strategy
Doing it right the first time
NPS
Stewardship reporting
Portfolio quality targets
Avg. QA 97.5%
88% pass QA
Enhance employee
engagement and communications
Know YourLeader
Monthly Exchange
Monthly Highlights
Vital Signs
Andrew LewisVP, Human Capital
Sarah BergerVP, Marketing andCommunications
Bravo!
Bravo! is our company’s global employee recognition program, which provides an opportunity for UnitedHealth Group employees to recognize others and be recognized themselves for demonstrating any one of our values:
• Integrity
• Compassion
• Relationships
• Innovation
• Performance
or for collaboration and leadership in the work we do every day.
524Bravo! awards earned by associates in our division
March 1 to May 15
Second quarter service anniversaries
One year Five years Ten years Fifteen years
84individuals celebrating
one year of service with our division
31individuals celebrating five years of service
with our division
30individuals celebrating
ten years of service with our division
7individuals celebrating fifteen years of service
with our division
• Rufina D Pachla, 21 years
• Leslie A Riviello, 22 years
• Mayra C Francisco, 22 years
• Carolyn L Rogers, 22 years
• Deloris S Hadnot, 22 years
• Corby L Bellamy, 23 years
• Eric A Gwynn, 23 years
• Constance C Pinardi, 25 years
• Catherine K Kwong, 26 years
• Pamela Vanvaerenbergh, 27 years
• Lisa A Vanvaerenbergh, 27 years
• Amy Greenwalt, 28 years
• Daphney Laronde, 29 years
Twenty years of service or more
Aster Awards winnerThe Aster Awards is the nation’s most elite competition dedicated to recognizing the most talented healthcare marketing professionals for outstanding excellence in advertising, marketing and communications.
Award: GoldEntry Name: Moving Beyond OpioidsGroup: OtherCategory: Other/Misc.
Award: SilverEntry Name: WC continuing education program visual entryGroup: OtherCategory: Pharmaceutical education, single
Seth WalkerSenior Statistical Analyst
Matt MalzahnManager, Operations
Identifying ways to improve employee engagement
Diana Gamble Manager, Telephonic Services
NPA
Joe HallManager, Operations
TPA
Adam LeflerClinical Pharmacist Telecommute
Kelly GrantDirector, IT PMO
DULShane Fordham
National Accounts Director Telecommute
Starr BrimhallDirector, Operations SLC
Becky RobertsonManager, Operations
PRC
Barrett RifeManager, Operations
MEM
Seth WalkerSenior Statistical Analyst
WSV
Matt MalzahnManager, Operations
WSV
Jessica WinnerNational Accounts Director
WSV
Joe Pagano – Exec SponsorEVP, Managed Care and Settlement Solutions
NPA
2016 OWCA Results
Unified Execution Strategies for Implementation
Dimensional Focus Areas Based on Common Themes
Approach and Methodology
Challenge definitionReport labels and items of focus from Vital Signs
Recommended solutions to Executive Team
CommunicationInnovation and
Performance Support Employee Recognition
Recommendations
Create On-Demand learning program and establish a space on Hub Connect
• Interactive Models implemented by the enterprise learning team e.g., job aids, video, webcasts, learning lames, etc.
Optum Workers’ Comp Story Brochure
• Develop a Optum Work Comp Story brochure
• Distribute to all division employees through direct leadersCommunication
Shark Tank Panel
• Associates enroll on the HUB (long term) / Xchange
• Pitch ideas directly to OWC VPs / Executives
• Pitch either as a group or individually
• Receive feedback (implement, explore, decline)Innovation and
Performance Support
Manager-requiredLearnSource courses
• Leverage existing resources to educate managers to wide range of tools available through UHG
Virtual Forum via telecommuterWebEx meetings
• Regularly occurring virtual telecommuter meetings
• Live and recorded versions
• Issues, concerns, articles, professional development, content specific and unique to telecommuters
Create distribution email for telecommuter questions and suggestions
Employee Recognition
The Way Ahead
Create On-Demand learning program and establish a space on Hub Connect
• Tiger Team: Communication group will work to connect the Enterprise Learning Team and Marketing to establish the Work Comp division Hub Connect space and content; aim is launch in Q3 – 2017.
Optum Workers’ Comp Story brochure
• Tiger Team: Communication group will work with Marketing to tune brochure to incorporate all areas of WC Division, then publish and distribute in Q3 - 2017Communication
Shark Tank Panel• Pilot program and marketing campaign this fall
• Target go live/implementation in 2018
Manager-requiredLearnSource courses
• Managers will receive curriculum of core courses to develop understanding of available tools
• More consistent recognition of staff accomplishments
Virtual Forum via telecommuterWebEx meetings
• Pilot a series of 30-minute meetings via WebEx
• Rollout of group Email to better reach and specifically address our wide base of telecommuters
Create distribution email for telecommuter questions and suggestions
Employee Recognition
Innovation and Performance Support
Thank you for your participation.
Have a question or comment about today’s presentation?
Send an email with “Town Hall Question/Comment” in the subject line to: OWCACommunications@optum.com.
About Optum for Workers’ Compensation
The workers’ comp division of Optum collaborates with our clients to deliver value beyond transactional savings while helping ensure injured workers receive safe and effective clinical care.Our innovative and comprehensive medical cost management programs include pharmacy, ancillary and managed care services from first report of injury to settlement.
Optum and its respective marks are trademarks of Optum, Inc. All other brand or product names are trademarks or registered marks of their respective owners. Because we are continuouslyimproving our products and services, Optum reserves the right to change specifications without prior notice. Optum is an equal opportunity employer.
© 2017 Optum, Inc. All rights reserved.
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