Global Employee Insights | July-August 2017 For internal use only
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Global Markets, Global Solutions
When you think of the vast and exceptional
services of UHC Global, what comes to mind?
Helping people live healthier lives and making the
health system work better for everyone? Managing
costs while providing health and well-being
solutions for expatriates, international travelers and
the globally-mobile population? Simplifying and
improving the consumer experience, closing gaps
in care and enhancing affordability? Industry-
leading organization with a proven single-sourced,
globally-integrated approach designed to yield
optimal clinical, operational and financial outcomes?
While those are all true, they only represent part of the story. UHC Global harnesses the broad capabilities of
UnitedHealth Group and the UHC Global organization to improve health care locally. We serve more than
four million people worldwide through our two business units.
Global Markets
Our Global Markets business currently serves people in Brazil and
Portugal, and will soon serve other markets around the world by
providing local health benefits, medical care and delivery services to
the people who live there. This part of our business is by far our
largest global opportunity, representing $7 billion in revenue for UHC
Global today, in a market that exceeds $4 trillion outside the U.S.
Many countries are experiencing an increasingly strong demand for
private health care but have inadequate resources to meet these
needs. We’re currently focused on filling this need in Brazil, our
largest global market, and also in Portugal. We continuously look for
opportunities to expand into new countries where we can deliver the
same value to their health systems and populations.
We entered the Brazil market in 2012 with an aim to modernize and
integrate health care in this part of the world. In 2016, this part of our
Global Employee Insights | July-August 2017 For internal use only
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enterprise formally became UnitedHealth Group Brazil, which brings together integrated capabilities from
Amil (our health benefits managed care organization), Americas Medical Services (our medical delivery
company) and Optum Brazil (our local health services company).
While our focus in Brazil is on both private insurance and medical delivery, in Portugal we focus exclusively
on medical delivery. We do that through seven private hospitals and five outpatient centers, as well as a
partnership with the national health system. We also operate public medical facilities to deliver care and
population health management.
Global Solutions
UHC Global provides a unique, in-house range of health and
mobilization solutions, including health care insurance, risk
mitigation, security, emergency response and care delivery.
Our solutions enable global organizations to overcome the
growing challenge of improving health and productivity while
managing costs.
We predominantly serve U.S. companies, the same
commercial marketplace that the UnitedHealthcare
Employer & Individual (E&I) business serves for domestic
benefits solutions.
From a global perspective, UHC Global is the only company
these employers can turn to for comprehensive support of
their expatriates and business travelers outside their home
countries. Currently, we serve more than 40,000 members in
over 130 countries.
Opportunity for Growth
UHC Global can make a pronounced positive impact on health systems and people outside the United
States. We are well-positioned in global markets because of the capabilities and insights we have gained
from operating, and thriving, in the U.S., one of the most complex health markets in the world. We have a
clear opportunity to localize those capabilities and learnings to dramatically improve health care for millions
more people around the world.
For more information, visit the UHC Global page on the Hub:
https://hub.uhg.com/sites/hub/UnitedHealthcare/Businesses/UnitedHealthcare-Global/Pages/Home.aspx
Global Employee Insights | July-August 2017 For internal use only
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Meet the UHC Global Leadership Team
A recent announcement from Molly Joseph introduced the leadership team that will guide UHC Global’s growth in existing and new markets. Access the full announcement at:
https://image.unitedhealthcareupdate.com/lib/fe5e15707d600d7f7d15/m/1/MollyJosephMemo-AdvancingOurGrowth-170622.pdf
Global Employee Insights | July-August 2017 For internal use only
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2017 Town Hall Recap
On August 3rd, UnitedHealthcare Global’s Town Hall was hosted live in Minnetonka. Minn., and colleagues around the world joined the event via WebEx. We had a lot to celebrate, including welcoming new colleagues who have recently joined us, and recognizing employees with milestone service anniversaries ranging from 5 to 30 years (congratulations Ann Nolen)! Molly Joseph provided further insights regarding recently-announced organizational alignment changes, and the important distinctions between our two business units, Global Markets
and Global Solutions (see https://hub.uhg.com/sites/hub/UnitedHealthcare/Businesses/UnitedHealthcare-Global/Pages/Home.aspx). She also emphasized the strategic importance of our organizational alignment to UnitedHealthcare.
Anthony Cabrelli provided insight into the path forward for Global Solutions, including the value of the proposition we represent to our customers, the importance of differentiation from our competitors, and the need for collaboration and partnerships to support further growth.
Jason Maidment, Chief Financial Officer – Global Insurance, took us through a high-level overview of UnitedHealth Group and UnitedHealthcare Global’s segmented YTD financial results, as well as projections for the remaining months of the year.
Diane Thomas, Chief Growth Officer, focused on growth and retention, highlighting Wins and Saves for 2017 and so far in 2018, growth in our business lines, and other strategic sales activity and future growth initiatives.
Ben Line, Vice President of Operations, addressed why Quality is important to Global Solutions, and provided an overview of the Enterprise Management System (EMS) initiative. See related article in this issue of Global Employee Insights for further details on EMS.
Janette Hiscock, Director, Global Medical, discussed the Global Medical focus for 2017, as well as our new Virtual Health Services offering and the need for us to diversify into new markets.
During the Q&A segment, questions were raised regarding the UHC Global Innovation Challenge.
Find an update on this initiative here: https://hubconnect.uhg.com/docs/DOC-98120.
Global Employee Insights | July-August 2017 For internal use only
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New Business Spotlight: UHC Global Welcomes Ford
The UHC Global Sales Team often highlights the need for collaboration, teamwork and ‘tenacity' (a gentle
pressure continually applied). A perfect example of this is the Ford RFP team, which overcame a very long
and arduous process and many obstacles to achieve a very favorable outcome. Beginning January 1, 2018,
UHC Global will provide benefit services to Ford and its globally-mobile employees. The solution will draw
upon many facets of our organizational capabilities, including assistance, security and expatriate health care
coverage, as well as Business Travel Medical (BTM) coverage.
There are no current UHC Global relationships with Ford Motor Company. The client had a deep, 20-year
relationship with both Cigna Global and International SOS and, on the domestic side, there is a strong Blue
Cross Blue Shield (BCBS) relationship. BCBS was extremely aggressive in presenting its GeoBlue solution
on this case. But in the end, the strategic and thoughtful dialogue we created with the customer over more
than a year led to an understanding of the clients’ needs that was greater than that of our competitors; we
knew that Ford was seeking a single-source solution which is globally-integrated and enables optimized
outcomes.
This is another testament to how we earn the privilege to do business with clients, through a laser-like focus
on how we can best provide value to their globally-mobile employees.
Enterprise Management System
In order to improve our business performance and establish a culture of
quality across UHC Global, we are implementing an Enterprise Management
System (EMS). EMS is an end-to-end quality management system that
provides the infrastructure to establish, sustain and improve the quality of
processes, products, and services. UHC Global Insurance, Assistance and Risk, and U.S. Networks and
Administration are in scope for EMS, including our front office, middle office and back office, as well as our
dedicated support teams.
The primary objectives of the Enterprise Management System (EMS) are to increase customer focus,
improve operating discipline and reinforce value creation through repeatable and measurable processes.
EMS presents an exciting opportunity to elevate our business to the global market leading standard that our
customers expect, and your participation and support of the EMS is critical to our success. Deployment of this
new quality management system started in July, 2017. A more comprehensive e-mail message outlining the
full scope of this initiative was released on August 1.
Global Employee Insights | July-August 2017 For internal use only
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Diavik Diamond Mine in the Arctic Circle
Clinic Visit in the Arctic Circle
At the request of our client Rio Tinto, in April Dr. Phil Sharples visited the
Diavik Diamond Mine to audit the clinic that Global Medical operates on
location. Rio Tinto manages the mine, which is located on Lac de Gras, a
lake in the Arctic Circle, situated approximately 190 miles (300 km) from
Yellowknife in the Northwest Territories province of Canada.
The design, construction and operation of the Diavik mine represent an
epic saga of success on a grand scale in one of the most foreboding
places on earth. Diavik, one of the world’s largest diamond mine sites,
commenced production in 2003 and has an annual output of nearly over six million carats of predominantly
large, white gem-quality diamonds. Global Medical has been providing medical support there since 2009.
Rio Tinto employs about 700 workers in a very remote part of the region, which means that managing
medical issues can be complex and challenging. Global Medical staffs the on-site clinic with two Physician
Assistants, who provide emergency medical care and occupational health support. Typical medical issues
managed, apart from the day-to-day common ailments, include breathing issues from dust and debris
generated by the mining, hearing damage from the large equipment utilized, and mental health and obesity
issues relating to the isolation and sedentary lifestyle of the location.
Dr. Sharples arrived at Lac de Gras on a Monday after an hour-long flight from Yellowknife. His time at the
mine began with safety training, which included tips on what you should do if confronted by a grizzly or polar
bear while at the mine! For the next two days of his visit, Dr. Sharples conducted an audit of the clinic to
ensure we are delivering quality service to the client. The audit included chart reviews and a complete check
of the clinic to determine compliance with medical standards. After the audit, Dr. Sharples met with Rio Tinto
to share his findings and discuss challenging occupational health issues that may develop next year as
Canada considers the legalization of marijuana, which could affect Rio
Tinto’s drug and alcohol policies.
As fate would have it, on the day of Dr. Sharples’ departure, heavy fog
delayed his flight, so he was present when a medical emergency took place.
Because of this, Dr. Sharples was able to witness the physician assistants
working together to stabilize a worker who fell ill. Ultimately, a decision was
made to evacuate the patient by air ambulance to Yellowknife. Nevertheless,
Dr. Sharples was very pleased with the excellent work and care provided by
the physician assistants in this unexpected emergency. Diavik Medical Clinic in Rio Tinto
Global Employee Insights | July-August 2017 For internal use only
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The visit was extremely beneficial, as it allowed Global Medical the opportunity to review the site clinic
operation, spend valuable time with the Global Medical health care professionals on-site, meet with Diavik
mine stakeholders and understand their requirements, and identify future occupational health needs. This will
help mitigate the risk of workers suffering health-related effects from their work at the mine site. Regular site
visits are planned for the future.
Training Resources on One Site
In an effort to support the continued growth of our organization and evolution of our business, we have
developed resources to help promote consistent understanding of our Global Solutions business.
UnitedHealthcare Global is utilizing the One training site, http://one.uhc.com/content.aspx?track=1139,
a sales training and
performance website built
to support
UnitedHealthcare Employer
& Individual (E&I), and to
organize and promote
sales training assets.
UHC Global business and
product overviews have
been organized under a
track called “Get to Know
UnitedHealthcare Global.”
Here you will find valuable
resources, including:
• UHC Global
Overview materials
• Product Knowledge
Training
• 2017 Value Story
These resources are continually refreshed, and contain key facts and data about our products and
businesses that can prove beneficial for a wide array of uses, including onboarding new employees and
preparing for sales meetings. Please feel free to utilize these resources within your teams. Contact Darlene
Betts or Chris Roth with any questions.
Global Employee Insights | July-August 2017 For internal use only
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Your Way to Career Wellbeing
Career Wellbeing helps you find job satisfaction, supports your
professional growth and strengthens your ability to fulfill your career
goals. As we focus on career wellbeing this month, we’re offering
some suggestions to support you on your career journey.
• Join the Career Exploration & Development Hub Connect group. Engage with colleagues and
experts from around the company who are sharing information and advice on career and development
topics. Join today! https://hubconnect.uhg.com/groups/ced?hpid=13de1e7e-7d36-
410abaafd57418920ff9&hlkid=160ef4705e0f4d668f42599607505e2d&hctky=000430396
• Explore resources on The Hub. Think about how to purposefully manage your development and career,
maybe even reinvent yourself. Get started using the Career & Learning pages on The Hub: https://hub.uhg.com/sites/hub/career-learning/Pages/default.aspx?hpid=13de1e7e-7d36-410a-baaf-
d57418920ff9&hlkid=f1218623c8ae4e469b275dd09e78bd35&hctky=000430396
Vital Signs Kick-off
Vital Signs, UnitedHealth Group’s annual all-employee engagement survey, kicks off soon. The survey gives
you the opportunity to provide critical information that will be used to improve the employee experience.
Candid responses help move us forward as we plan for the future, evolve our culture, and drive quality and
growth for the enterprise.
This year’s survey will run from Aug. 8-28. Watch for additional communications regarding Vital Signs survey
updates and information.
New PowerPoint Templates
Newly-rebranded PowerPoint templates have been developed by our Creative Services team and they are
now available on the Hub website. Use these going forward for all external and internal presentations. You
can access these new templates at the link below:
https://hub.uhg.com/sites/hub/UnitedHealthcare/Resources/Brand-Resources/Pages/UHC-PowerPoint-
Templates.aspx
Global Employee Insights | July-August 2017 For internal use only
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Getting to Know You…
Who on your team is a subject matter expert in internet marketing? Whose first vacation was to the Bahamas
when they were two-years-old? And whose favorite food is black pepper crab? Learn more about the people
you work with every day in this month’s featured Getting to Know You profiles.
If you haven’t completed yours yet, fill out a profile:
https://image.unitedhealthcareupdate.com/lib/fe5e15707d600d7f7d15/m/1/EECGettingToKnowYou.pptx
and send it to Adriana Fajardochadha, Rachel Kenney or Kirt Shiwbalak!
Global Employee Insights | July-August 2017 For internal use only
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“Getting To Know You Profiles” are now available on the Hub!
UnitedHealthcare Global Getting To Know You profiles are now posted on the Hub: https://hubconnect.uhg.com/groups/unitedhealthcare-global-employee-community
Once on the UHC Global Employee Community page, the Getting To Know You profiles are featured below. You can also view older profiles by clicking the Content link.
Once on the Content page, click the Getting to Know You Profile category to view only the profiles.
Way to go UHC Global volunteers!
Congratulations to the UHC Global team that volunteered on July 27th, sorting coats for Interfaith Outreach & Community Partners in Plymouth, MN. Because of the group effort, Interfaith will receive a $1,000 grant from the United Health Foundation’s Team Giving program! Look for more volunteer events to be announced in the future. Pictured left to right: Gao Yang, Karyn Anderson, Cindy
Eischens, Kjerstin Berg, Sandy Kaldhusdal, Tommy Tjornhom, Jesse Huber, Kalyan Gollamudi, Kara Bjerke, Janet Hermann, Soli Etafa. Not pictured: Erin Williams.