Evaluation of the Workforce Management Program

United Healthcare Case Study


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United Healthcare Medical Insurance was formed to insure the American citizens against medical expenses. It has the mandate to conduct and offer insurances services to the public within the American nation. This is important in ensuring that the people with both high and low incomes can manage to cater for their medical expenses (Shaw, 2010). This has been seen as the best solution to address the medical problems facing the American people, given that income inequality is a reality here. With the United Healthcare Insurance Scheme, the people can access medication at affordable rates. Other existing government schemes are meant to achieve the same results such as Medicaid. The scheme is important as it supplements the role of the other one.


Evaluation of the Workforce Management Program


Employees at United Healthcare Insurance Scheme are organized to work on a results-based pay system. This is the best way of making the employees be committed to their work. It is known that employees are always best at doing their work. The manner in which the employment terms are executed ensures that the people who have their work do it to their level best. The management at United Healthcare is always interested in drawing the best out of the workers they employ. This way, people always manage to encounter good results as well as obtain a better plan than the rest. The competitive advantage enjoyed by this company lies in the management’s ability to handle issues of employees with utmost concern as well as hold them accountable for all their actions at (Smith, 2011). Through a results-based appraisal, the results realized are those that meet the highest standard possible. At this company, only the completed work attracts pay: employees who perform poorly may have their remuneration reduced. The desire to shine in the market guides the managers of the insurance scheme (Harrington, 2008).


Recruitment for employment at this company is done through a competitive process. Some of the employees are recruited right from college and trained while working. It constitutes the largest number of employees absorbed into the organization. A few of the employees are recruited from the market because they may have been to the industry and acquired some experience useful to the company. Mostly, the people who join the company from the industry are those needed to play the role of leadership and management. Their experience in the industry is much needed and thus a better chance than those who comes straight from college (Shaw, 2010). It is also important to note that the managers at the company value the experience of those who are not necessarily in the same company but have operated in the industry for long. Several aspects of managerial skills are considered for purposes of employing the people to fit into the necessary dockets that emerge. Managers are also recruited from within the organization when the need has arisen for someone who has been in touch with the reality on the ground. One other quality of a leader that is looked at before being recruited to management is the passion that they have at (Smith, 2011).


Systems for Measuring Service Quality


The company has internal mechanisms for helping it measure the quality of its services. The management is dedicating to ensure that whatever they offer to the people meet the minimum quality standards expected. One such way of measuring the quality of service is by using the responses from the clients served. In this case, a customer care department conducts correspondence with the clients as well as draw necessary feedback. From the feedback, the management can determine whether whatever they are offering to the customers meet, the standard quality requirements expected (Harrington, 2008). Another way in which the management gauges the work of its employees and the impact it has on the people is by use of a balance scorecard regime. In this case, the management hopes to check the performance of every employee and have their work vetted on the basis with which it influences the clients. Often, the management can evaluate its employees through the suggestion boxes and other online platforms. With such a method, clients can raise their concerns regarding the services they receive in terms of quality, delivery, and length of delivery including other parameters (Shaw, 2010).


Plan for network growth, nurse staffing, resource management, and patient satisfaction


Managers ate United Healthcare have always been interested in offering quality healthcare and service delivery to its clients. The National Medical Director plays the Role of communicating the formulated strategies, which will then be adopted by the qualified nurses. The commitment to enterprise-wide resources and personnel underscores the management’s efforts of ensuring that patients are satisfied from the services they receive. In its 2013 four-year strategic, the company seeks to enhance its service delivery by having Accountable Care Contracts amounting to $50B. This is set to be attained by 2017 latest (United Health Group. (n.d). The plan also showed that the ‘fee-for-service’ model was not offering good results and was set to be scraped off.


The organization is always determined to provided cutting-edge services where infrastructural and support are the best parameters highlighting the level at which clients are satisfied. The company also plans to enhance the level of accountability in its Medicare Advantage by promoting the recently introduced performance-based programs. The HR department often ensures that quality nurses are staffed. This ensures that United Healthcare has the best team to steer it and become the best industry leader (Smith, 2011). In the recent past, the insurance company has gone online using both the traditional website form and the more recent social media to market itself to the public. The public relations department has been creating significant awareness about the company.




United Healthcare has been on the road to controlling the American healthcare industry. Its efforts are mainly guided by its dedicated management, which is made up of an active force that has existed for long. The nature of work done by the managers includes planning the activities to be done from day-to-day and managing the employees of the organization. In fact, human resource management is the pillar on which the management has augmented its control of the company. The management has also been seeking to have a merger with those other smaller competitors in the industry to reduce their negative influence on its growth. It also appreciates the fact that market leadership and competitive advantage is attained/advanced with the use of goods employees who will offer quality and satisfactory services to the clients.




Harrington, C. (2008). Health Policy: Crisis and Reform in the U.S. Health Care Delivery System (fifth Ed.). Sudbury, Mass.: Jones and Bartlett Pub.


Shaw, G. (2010). The Healthcare Debate. Santa Barbara, Calif.: Greenwood.


Smith, A. (2011). United Healthcare: A Case Study Of An IPA. Rockville, Md.: The Division


United Health Group. (n.d). Health Care Modernization. http://www.unitedhealthgroup.com/Modernization/Default.aspx United Healthcare Expects to More than Double Industry-Leading Accountable Care Contracts to $50 Billion by 2017 http://www.unitedhealthgroup.com/newsroom/articles/feed/unitedhealthcare/2013/0710accountablecareanswers.aspx

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