As a result of the development of a new long-range plan for 15-year-old Intercare Holdings Insurance Services, the firm’s senior management team has announced a series of strategic moves that have focused the Roseville-based company on its core competencies.

CEO George “Mac” McCleary detailed the plan, highlighting the divesture of an insurance brokerage operation and other ancillary businesses. “This decision enables Intercare to concentrate exclusively on workers compensation and liability claims administration, and managed care cost containment services. In line with this action, our company has reshaped its management team and streamlined the overall organizational structure,” McCleary said.

Chief Operations Officer Agnes Hoeberling along with Corporate level officers Kathleen C. Cooper, Bruce Miller, David Thompson, Allan Avriett and Sandra Jimenez, manage a team of 300 claims and managed care cost control specialists who provide services specifically tailored and customized to the issues, work environment, and exposures of their public and private sector clients.

“I am especially proud of the senior management team we’ve put together to move Intercare into the future. With more than 170 years of combined experience in the industry, they have the seasoning to understand how our services fit into our clients’ business plans, and the expertise to provide protocols and processes that get the results clients want,” McCleary continued.

The firm currently serves more than 70 companies and organizations throughout Arizona, California, Nevada and Utah, processing more than 20,000 Workers’ Compensation claims annually. The Liability Division has a national platform serving several carriers with exposures in all states processing more than 13,200 claims annually.

Ms. Hoeberling describes the Intercare approach as collaborative and very high touch. “We have empowered our people to be problem-solvers, not paper pushers. We want them to use their long experience and expertise in claims administration and managed care services, along with their best instincts and our best practices, to identify areas for more effective loss cost control—whether in an individual case or for the overall client organization,” Hoeberling said.

To support this working philosophy, the company integrated its business development and operations functions. Ms. Cooper, Senior Vice President of Claims Operations explained, “by working in tandem with our marketing teams, we can more effectively identify client needs and provide an appropriate mix of services from the outset, whether on a bundled or unbundled basis. Our operations people have a day-to-day working relationship and rapport with clients, so it’s easy for them to pinpoint other services that might enhance our efforts to contain loss costs. It truly is synergistic, and the client gets the benefit.”

Mr. McCleary indicated that he believed the firm’s 98% client retention rates “is a testament to a collaborative approach that creates outstanding outcomes and generates on-going client satisfaction.”

Intercare is also engaged in a program of reinvestment in its business. It is using its resources to selectively expand its services, augment its staff expertise, extend its geographic footprint and procure technology, as needed, to advance client service.

“Our long range plan” Mr. McCleary explained, “is to expand the geographic scope of our operations through appropriate acquisitions and new office openings, so we can serve our clients wherever they need us.”