Cigna 2014 Annual Report Download - page 37

PART I
ITEM 1. Business
In our international health care business, we have a service model
Pharmacy Management
dedicated to the unique needs of our 1.3 million customers around
We offer prescription drug plans to our commercial and government the world. We service them from 8 service centers that are available
(Medicare/Medicaid) customers both in conjunction with our 24 hours a day, 365 days a year.
medical products and on a stand-alone basis. With a network of over
74,000 pharmacies, Cigna Pharmacy Management is a comprehensive
Technology
pharmacy benefits manager (‘‘PBM’’) offering clinical integration
programs and specialty pharmacy solutions. We also offer high Technology continues to play a significant role in the execution of our
quality, efficient, and cost-effective mail order, telephone and on-line Go Deep, Go Global, Go Individual strategy. Our information
pharmaceutical fulfillment services through our home delivery technology (IT) investments and priorities are focused on building a
operation. retail-centric IT infrastructure and developing innovative business
capabilities that support affordable health solutions and create a
Our medical and pharmacy coverage can meet the needs of customers personalized customer experience. We continue to leverage
with complex medical conditions requiring specialty pharmaceuticals. technology, information and analytics globally to engage our
These types of medications are covered under both pharmacy and customers in more meaningful, relevant and customized methods,
medical benefits and can be expensive, often requiring associated lab guided by their needs, preferences, likes and interests. Our
work and administration by a health care professional. Therefore, investments in digital, mobile, gamification, social media and big data
coordination is critical in improving affordability and outcomes. enable us to create solutions that improve health and wellness. With
Clients with Cigna-administered medical and pharmacy coverage increased engagement across the health care ecosystem, we believe that
benefit from continuity of care, integrated reporting, and aggressive technology can significantly upgrade the customer experience and
unit cost discounts on all specialty drugs. improve care delivery through collaboration with delivery systems,
enabling the transition from a volume based fee-for-service system to a
Dental
value based health care marketplace. While focusing on innovation,
we will remain focused on the delivery of strong foundational IT
We offer a variety of dental care products including dental health capabilities including optimization and resilience of the core
maintenance organization plans (‘‘Dental HMO’’) in 37 states, dental infrastructure; building appropriate business continuity and disaster
preferred provider organization (‘‘Dental PPO’’) plans in 48 states and recovery capabilities; and developing layered information protection
the District of Columbia, exclusive dental provider organization and strengthened cybersecurity solutions. We will also continue to
plans, traditional dental indemnity plans and a dental discount seek opportunities to expand the role technology plays in delivering
program. Employers and other groups can purchase our products as value to our customers and partners.
stand-alone products or integrated with medical products.
Additionally, individual customers can purchase Dental PPO plans in
Quality Medical Care
conjunction with individual medical policies.
Our commitment to promoting quality medical care to the people we
As of December 31, 2014, our dental customers totaled
serve is reflected in a variety of activities.
approximately 12.9 million, most of whom are in self-insured plans.
Our customers access care from one of the largest Dental PPO
networks and Dental HMO networks in the U.S., with approximately
Health Improvement through Delivery System
134,000 Dental PPO health care professionals and 20,000 Dental
Engagement
HMO health care professionals.
Cigna is committed to developing innovative solutions that span the
delivery system. We are focused on executing our connected care
Vision
strategy that engages providers and customers to achieve affordability
Cigna Vision offers flexible, cost-effective PPO coverage that includes and access at the local market level. We continue to increase our
a range of both in and out-of-network benefits for routine vision engagement with physicians and hospitals by rapidly developing the
services offered in conjunction with our medical and dental product types of arrangements discussed below. More than one million
offerings. Our national vision care network, consisting of medical customers are currently serviced by more than 48,000 health
approximately 69,700 health care providers in over 24,800 locations, care providers in these types of arrangements.
includes private practice ophthalmologist and optometrist offices, as •Collaborative Accountable Care Organizations (‘‘CACs’’). We
well as retail eye care centers. increasingly collaborate with physicians and other health care
professionals and facilities to improve the quality of care and patient
Service and Quality
satisfaction while lowering medical costs, resulting in improved
overall value. This collaboration is illustrated by our 114 CAC
Customer Service
arrangements, spanning 28 states and reaching 1.2 million
customers and by our commitment to continue increasing the
For U.S.-based customers, we operate 18 service centers that together
number of CACs over the next several years. Our goal is to reach
processed approximately 158 million medical claims in 2014. As of
135 of these programs in 2015.
December 31, 2014, we operated 15 call centers, and provide service
to customers 24 hours a day, 365 days a year.
CIGNA CORPORATION - 2014 Form 10-K 5