Oct 2020

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Focusing on the new realities

Source: Middle East Insurance Review | Aug 2020

The ongoing crisis will accelerate operational transformation, including the development of new business models that contend with the new social and economic realities.
Mounir Kharma, Group Chairman & CEO, GlobeMed
A most critical concern in a post-pandemic world relates to the ability to regain the proper work tempo, both internal and external to the organisational environment, after a long period of lockdown. In this respect, it is also important to regain confidence and set a proper attitude toward necessary safety measures at work. Indeed, this mandates a corporate-wide cultural change effort to forge ahead.
GlobeMed’s duties, as a healthcare benefits management entity, impose significant public exposure and service requirements. Fortunately, most of these services can be addressed over the phone, emails, social media and mobile phone, among others. GlobeMed has been a pioneer in developing these support service capabilities for many years now. Our past efforts included building a platform in support of remote work such as the cross border automated claims services. 
All GlobeMed operations in the region are highly digitalised and enjoy a very significant level of digital integration with our client insurers and healthcare providers. Our work capabilities enable us to conduct our duties remotely. Similarly, business continuity measures in place were effectively tested under relatively tough conditions this past period. This provided us with a high level of comfort, and our employees were able to work from the safety of their homes with an acceptable level of productivity.
Our plans ahead 
Our post-pandemic vision will focus on the new realities and needs of the market and the societies we serve in. Now that most of our operations are back to partial or full presence at work, the wheels are already in motion to develop new programmes and systems. A number of deployments and roll outs are already scheduled as of July 2020. 
We believe that the insured member’s attitude toward services will change dramatically in this coming period. Accordingly, we will be intensifying our direct communications with the insured, particularly in respect to patient education, and health and wellness advice through our advanced mobile app, GlobeMed Fit, which is scheduled for deployment in the third quarter of the year. The app will address members’ health insurance needs and provide a suite of health information at their fingertips. GlobeMed will also be offering telehealth services through selected operations and introducing health and wellness programmes by 2021. 
Every cloud carries a silver lining. The ongoing crisis will accelerate operational transformation, including working smartly by sharpening the skills of our teams, and developing new business concepts and models to contend with the new social and economic realities. M 
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