HUMANA
“ WE ' RE DESIGNING A MODEL THAT ' S BASED ON THE TRUE NEEDS OF OUR PEOPLE , AND INTIMATELY UNDERSTANDING THE REALITY OF THEIR WORK AND REQUIREMENTS ”
CALLIE BAUMANN VICE PRESIDENT OF EMPLOYEE TECHNOLOGY EXPERIENCE , HUMANA
way to discovering an individual sense of purpose , pride and fulfilment .
“ The conversation now is around leadership , culture change , and using this digital workplace experience platform that we ' ve created to not just incrementally evolve , but to actually reimagine what we want Humana to be as an organisation , both as an employer and as a care company , post-pandemic ,” she says .
Though still in the early stages , the digital workplace experience is already helping to shape the company ’ s expansions , the latest of which is a move into clinical care for seniors , called CenterWell ( Home Health & Primary Care ). Supporting this new area of business requires a completely new approach to meet unique employee needs , preferences and desires .
“ Taking just one instance , we ’ re currently re-evaluating our Service Level Agreements ( SLAs ). What we instantly found was that the things that attract and retain a knowledge worker - such as myself - and a physician are completely different ,” Baumann says . “ Our current SLAs for downtime are in hours and days , while their expectations are in minutes . And , frankly , our patients deserve a relationship with their clinician whose delivery of human care is amplified by the technology they use . If my laptop goes down , that is an inconvenience and a disruption to my productivity . But for a clinician who sees a patient every 20-30 minutes , who is delivering care , that is broken trust .”
98 May 2022