In this exclusive iPMI Magazine interview, Christopher Knight, CEO, iPMI Magazine, sits down with Janette Hiscock, CEO of Global Solutions Europe for United Healthcare Global. They discuss in detail the newly formed European division of UnitedHealthcare Global (UHCG) including what makes UnitedHealthcare Global’s offering different, the new benefits and services added to insurance plans, member access to the best possible healthcare and what we can expect from UHCG in the future.
Please introduce yourself and your role at UnitedHealthcare Global:
My name is Janette Hiscock and I am the CEO of UnitedHealthcare Global Solutions Europe, leading the newly created European Division of UnitedHealthcare Global (UHCG) which launched its European insurance business last year. We provide in-house solutions for international medical insurance, wellness, security, assistance and remote medical services. Our range of solutions makes our offering unique in the European market.
Prior to this role, I oversaw the company’s remote medical services division based in the U.K. I continue to run this business, but I am now responsible for leading the insurance entity in Europe, which creates alignment under one European market.
I have more than twenty years industry experience managing health insurance, medical, assistance and security services businesses, and have held a variety of senior roles in sales, client management and proposition development.
Can you explain the changes that have been announced to UnitedHealthcare Global’s European operations?
We are very excited about UnitedHealthcare Global’s evolution in this market. UnitedHealthcare Global has combined its medical services and insurance businesses, enabling our European-based teams to bring a solution to clients with unparalleled in-house capabilities. This will provide a continuum of care for our members across insurance, assistance, security, wellness, clinical and medical services.
The launch of our iPMI business last year ensured we were able to align with our US-based business, leverage our Latin American businesses and develop products and services to meet the needs of globally mobile workforces.
Why have these changes been made?
Since the launch of the European iPMI business, we’ve been investing in our products to ensure we meet the evolving needs of companies with globally mobile populations. Our solutions address our members’ needs at every stage of their deployment and there are a number of complementary services that sit in our medical services business that we can offer to iPMI clients.
It made perfect sense to integrate these two highly complementary divisions of our business under one single leadership in Europe, making it simpler for brokers and clients to access these services.
What makes UnitedHealthcare Global’s offering different?
At UnitedHealthcare Global, we see the many different interactions across the entire health care system – in a way no other organisation can. We are uniquely positioned to address global health care challenges for members and create real value for clients.
We understand that comprehensive and cost-effective health and well-being plans, aimed at companies with globally mobile workforces, are not just about managing illness. That’s why our offerings include proactive and preventative benefits to help employees actively manage their own health care while abroad.
Our aim is to support members to look after their health through innovative products and services. Simplifying the digital experience is hugely important to us, as we know it is something our members want. Through our apps and portals, our members can make a claim within 90 seconds or access a wellness coach. Our highly personalised service for both brokers and clients helps us to deliver the best solutions for globally mobile populations, and puts health care in the hands of the member.
As part of the world’s largest health care company, UnitedHealthcare Global employs 74,000 people, half of which are clinicians and health care professionals. This means our global reach as a health care company is unparalleled, providing better outcomes for all who we serve
Since your launch in September 2018, have you added any new benefits/services to your plans based on the changes made to the business?
UnitedHealthcare Global is continually using our in-house capabilities to research, innovate, and provide new services and technologies to make the health care system easier to navigate for our members. A strong tenant of our business is based on preventative care. Since our launch, we’ve added a number of new services and benefits including Virtual Visits and our Global Health Management programme.
Virtual Visits is a secure telemedicine service that makes it simple for employees and their dependants to speak with a health care professional through their mobile or desktop devices while on assignment. From treating colds and fevers, to caring for migraines and allergies or getting a referral letter, it makes connecting with a doctor easy and free while on the move.
The Global Health Management programme is a proactive health management service available to all of our insurance members, to help them access the resources they need to manage their health, including chronic conditions. It focuses on an employee or their dependants’ specific needs, wherever they are in the world. Our clinicians provide targeted support to help expatriates and their families overcome the challenges of accessing care and resources for complex, high risk conditions. They create an action plan for addressing urgent needs and also work with the member’s schedule and location to ensure members can have a healthier, more successful assignment.
Using the breadth of capability from our medical services business and our in-house team of doctors, we have developed a new solution called Virtual Health Assessments (VHA) to help mitigate risks for employers sending people abroad. VHA is a specialised medical screening service which employers can use to screen their employees and their family’s at any point prior to, during and after their assignment. This is a standalone service from the iPMI plan and can be purchased with or without the iPMI offering.
Many of the illnesses and conditions faced by employees and their dependants when abroad are predictable and preventable. Our services help to ensure that any medical conditions which may impact a trip are identified well in advance of departure and actively managed with our clinical teams.
All of our programmes have been designed to help ensure, globally mobile populations thrive, by giving access to employers, employees and their dependants to the most cost effective, innovative, real-time and comprehensive health care.
How can you guarantee that your members will be able to access the best possible care?
UnitedHealthcare Global is part of UnitedHealth Group, the largest and most diversified health care company in the world. Because of this, clients and members benefit from our global networks, clinical insight, data analytics and innovation.
We work with local health care providers and clinicians who have the knowledge and expertise needed to ensure employees receive the best possible health care at every stage of their assignment overseas, no matter how complex their needs might be. We do this by providing access to high-quality, compliant and cost effective benefit programmes, helping employers mitigate risk and making their employees’ health and safety our priority.
Ultimately, our mission is to help people live healthier lives and help make the health care system work better for everyone.
What’s coming up next for UnitedHealthcare Global?
Following the successful launch of our iPMI services in Europe, we’re looking forward to making further exciting announcements, and discussing in greater detail our new proposition for the oil and gas market.