1. Perfecting the “Scheduling to Clearance Experience” What is the Ideal Process Flow? March 18, 2016

2. Confidential and proprietary. Do not distribute. 2 SCHEDULING CREATE A STREAMLINED SCHEDULING SYSTEM INCORPORATING EASE OF USE AND PREMIER PATIENT (CUSTOMER) SERVICE Online orders Phone tree Call back feature Financial prep Daily email for pre- authorization Access to online scheduling Dedicated physician line Auto relay of information Balance education Established STAT/add-on guidelines Centralized scheduling Kiosks Patients want to feel valued and informed during this initial interaction IMPROVE EASE OF SCHEDULING PATIENT Doctor is kept informed of real-time changes FLOW OF INFORMATION DOCTOR Patient and doctor process has streamlined arrival. QUICK ARRIVAL PROCESS PROVIDER

3. Confidential and proprietary. Do not distribute. 3 VERIFICATION ENSURE VERACITY OF INFORMATION FOR A SMOOTH VISIT Verify information Repeating info back to patient to confirm Limit call backs One call for all needs Pre-verify information to facilitate appointments RTE responses: readable, timely & accurate Coverage discovery/self- pay checker Getting it right the first time CONSOLIDATE COMMUNICATION PATIENT Doctor is provided with accurate and timely information ACCURATE REPORTING DOCTOR Goal is consistency across the board PROCESS TO VERIFY PATIENT INFORMATION PROVIDER

4. Confidential and proprietary. Do not distribute. AUTHORIZATION PROPER EDUCATION IS THE KEY TO A SUCCESSFUL AUTHORIZATION PROCESS Limit cancellations Call from Beaumont re: cancellation Clear communication on process Need to know: What requires authorization How long authorization will take How to get it Authorization matches procedure Established scheduling guidelines to prevent early morning urgent calls Procedure will establish protocol and consistency SERVICES MUST BE AUTHORIZED PATIENT Doctor is kept informed of what needs authorization DETAILS ARE VITAL DOCTOR No one is scheduled without authorization CONSISTENCY PROVIDER

5. Confidential and proprietary. Do not distribute. 5 ESTIMATION/BALANCE EDUCATION ACCURACY IS THE NAME OF THE GAME: GOOD DATA = GOOD EXPERIENCE Prior acknowledgement of deductible and out- of-pocket costs Financial barriers faced head on Accurate estimation of costs Deductible collections via hospital Hospital collects deductibles Educated patients Clinical supports collection process Patient needs to be able to rely on accurate data: no surprises. CONSISTENT AND ACCURATE INFORMATION PATIENT CONSISTENT AND ACCURATE INFORMATION DOCTOR The collection culture is supported by the entire health system. CONSISTENT AND ACCURATE ESTIMATION PROVIDER

6. Confidential and proprietary. Do not distribute. 6 REGISTRATION/CHECK IN IT IS IMPERATIVE THIS IN-PERSON INTERACTION MAKE ALL PARTIES FEEL VALUABLE Accurate wait time Patient is kept informed Self check-in “Wayfinding” app to guide patients in facility Ensure communication of patient flow throughout the department Doctor is made aware of wait time Kiosk / self check-in “Greeter” function in Epic Patient transportation between departments Patients want to feel their time is valuable LIMIT WAIT TIME PATIENT Doctor is kept informed of real-time changes and current wait times NOTIFICATION OF PATIENT CHECK-IN DOCTOR/ CLINICIAN Departments are accountable for their role in registration CONSISTENCY PROVIDER

7. Confidential and proprietary. Do not distribute. 01 Next Level Clarity Identify and quantify true revenue and efficiency opportunities 02 Boots on the Ground Put enough experienced resources on the project to help implement initiatives and drive performance 03 Process Re-engineering Improve departmental efficiency by employing proven standard operating procedures 05 Performance Management Build a culture of accountability and high performance standards that leads to sustainable results 06 Real Analytics Transform your data into sustainable operational improvements 04 Technology Optimization Maximize the effectiveness of your significant IT investment by matching your processes We help you build a structure and culture to maintain world class performance SUSTAINABLE IMPROVEMENT OUR APPROACH TO SUSTAINABILITY CONSTANT REVIEW OF YOUR CORE PROCESSES

8. Confidential and proprietary. Do not distribute. 8 QUESTIONS THANK YOU Luke Meert – Corporate Director Beaumont - Luke.Meert@beaumont.orgLuke.Meert@beaumont.org Terri Lombardi – Manager, Pre-Arrival – theresa.lombardi@beaumont.orgtheresa.lombardi@beaumont.org Norman Hartman – Director, HealthRise Solutions – nhartman@healthrise.comnhartman@healthrise.com Please contact us with any further questions