Transform, Improve, and Simplify: A Lifetime Mission

When I first started at the Optum organization 17 years ago, I didn’t know much about health care. In addition to learning a new industry, as a brand-new parent, I was suddenly navigating — really for the first time — the health care and insurance environment. I was struck by how complicated and convoluted the processes sometimes seemed. And almost immediately, the message of the Optum mission statement, to improve and simplify, became personal.

Almost two decades later, as I begin working with Optum Workers’ Compensation and Auto No-Fault as the new CEO, the mission to improve and simplify the industry still guides me. In every role I’ve held at Optum, I’ve focused on tackling problems and driving value through better solutions. Working at Optum has been a great opportunity for me to explore how we can innovate to help people stay healthier and make their lives easier, while also simplifying things for everyone involved along the way. I know that whether we’re looking at how to lower medication costs, provide even better guidance from a clinical perspective, or help someone become functional again after an injury or accident, it’s critical to make the process as easy and streamlined as possible.

There are a lot of headwinds working against simplifying the health care industry. The cost of care continues to rise. The general population is aging. The COVID pandemic and other pressures have led to shortages within the ranks of physicians, pharmacists, and nurses. In many ways, there is a perfect storm of challenges in health care, and it is no different in the workers’ comp and auto no-fault space. But that’s where the power of Optum can really help. And that’s why I remain hopeful and excited about our future.

Right now, at Optum Workers’ Compensation and Auto No-Fault, we’re looking at wide-open and exciting opportunities. Make no mistake, Optum remains committed to this business. We are working to simplify our internal processes, improve quality, and modernize our technology footprint. We’re making process improvements using both AI and automation that will streamline workflows, reduce vulnerabilities, improve turnaround, and assist our team members so that injured parties get access to appropriate care as quickly as possible. We are working to provide even better service and value for our clients and are re-designing the products and tools our stakeholders rely upon, to deliver high-quality, optimized experiences. I see many similarities from my most recent work leading Capability Management for the Optum Rx PBM business. Over the past few years, we deployed modern technologies to digitize and streamline internal processes. We created new operating models to ensure quality and focus on value. This transformation led to differentiated value for clients and members, demonstrated by a nearly 30-point improvement in our client Net Promoter Score, greatly improved member experiences, and year-over-year growth for our clients and for Optum Rx.

Optum Workers’ Compensation and Auto No-Fault, through its long history in the industry, has access to a tremendous amount of experience and rich data to help transform in similar ways. Part of that transformation will involve leveraging the power of the broader enterprise through shared solutions, access to even more data where allowed and appropriate, and partnership in support of shared clients. This approach will allow Optum Workers’ Compensation and Auto No-Fault to provide even better service for the injured while delivering unmatched value to our clients and partners.

Like so many of you, I have family members who are becoming more dependent on the health care industry. As my kids grow into adults, they will soon have to navigate an increasingly complex health care landscape. I have worked to make things easier for my children and family, and for everyone. Our mission to help people live healthier lives and improve the system has guided my professional life. Now, at Optum Workers’ Compensation and Auto No-Fault, I am further inspired by our “Better, for you” promise. The future looks bright, and I look forward to the opportunities ahead to deliver on that promise.