Geeta Wilson, Vice President, Consumer Experience.

Humana associates honored in Louisville

Three Humana associates — Geeta Wilson, A.J. Hubbard and Michele Koch – have received community honors in Louisville.

Geeta, Vice President, Consumer Experience, has been named one of Louisville Business First’s People to Know. A.J. and Michele are both Bingham Fellows for the Leadership Louisville Center. A.J. is Director, Inclusion and Diversity, and Michele is Manager, Talent and Performance Management.

“Bingham Fellows is the center’s advanced leadership program,” wrote Louisville’s Business First. “The topic for the 2017 Bingham Fellows program is ‘winning the talent of the future.’ The class will work to advance Louisville’s ability to develop, retain and attract the talent it needs to compete and thrive.”

Geeta spoke with the newspaper about Humana’s journey toward becoming a well-being company and the importance of “putting the consumer at the center of our strategy and examining everything we do through their eyes.”

She talked about Humana’s Bold Goal and how her team “is contributing by tackling our members’ greatest pain points to deliver an extraordinary customer experience.”

“Humana is invested in our members’ health in ways people may not consider,” she told the publication. “For example, we’re testing the use of artificial intelligence (AI) in our call centers to help Humana agents recognize when conversations hit a snag or escalate into frustration. The AI tool alerts them, in real time, about how they can improve the call and course-correct while they are still interacting with the customer. At that point, they can recover the call and turn it positive again. Positive interactions communicate to our members that Humana cares, that they’ve been heard and that their health is important to us.”

Asked about the biggest challenge facing the industry, Geeta cited chronic conditions.

“For a variety of reasons, health remains elusive for many people in the United States,” she said. “The CDC reports that chronic diseases – many of which are preventable through proactive measures- account for 86 percent of our country’s health care costs. We can solve for this by engaging with consumers one-on-one with simple-to-use technology and relatable health experts (in most cases, the individual’s primary care physician). At Humana, we’re supporting primary care doctors as well as looking at ways to motivate people through programs like Go365 and increased access to care through home care (Humana At Home) and telemedicine.”

 

Geeta Wilson, Vice President, Consumer Experience.
Geeta Wilson, Vice President, Consumer Experience.

 

A.J. Hubbard, Director, Inclusion and Diversity.
A.J. Hubbard, Director, Inclusion and Diversity.

 

Michele Koch, Manager, Talent and Performance Management.
Michele Koch, Manager, Talent and Performance Management.

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