Achieving Significant Cost Savings Utilizing Best Practices Member Engagement and Provider Collaboration April 30, 2014

Healthx Today Over 150 payers across the U.S. use Healthx solutions to provide self-service web-based solutions for their members and providers resulting in 16 million logins by health plan members and over nine million logins by providers annually. Healthx has created a unique member experience and adoption strategy resulting in higher than industry standard, member utilization of our portals. Additionally, Healthx continues to innovate by delivering a platform than enables better payer and provider collaboration resulting in improved quality of care for members.

Healthx at a Glance Founded in 1998 Began in the TPA market Expanded reach in the market in 2005 to support health plans, managed Medicaid plans, Medicare Advantage plans, and commercial carriers Our vision is to improve member health by driving payer efficiency

Member Engagement Problem: Under-utilized technology with minimal promotion leads to limited member engagement Solution: Concentrated focus on member adoption and engagement with technology yields higher rates of adoption and utilization Benefits: Higher adoption and utilization leads to… – Fewer incoming phone calls – Reduced operational costs such as postage and mailing costs – Improved customer service – Higher member retention and Increased member satisfaction

Adoption and Utilization Adoption – The percentage of members who register on the portal and provide an address and their communication preferences. Utilization – The average number of transactions completed annually by portal members (those who have “adopted”)

Methodology We studied 105 Healthx accounts Focused on the higher adoption accounts Identified key best practices & guidelines

Member Adoption Best practices Make it EASY to get online Maximize every touch point Utilize incentives Look for ways to mandate or steer portal use Measure and modify Translate addresses to adoptions*

Make It Easy Easy-to-remember URL campaign with signup link Customer service assisted signups Signups at outreach events Link on ID cards Snail mail instructions QR code to access mobile apps

Eligibility and Coverage ID Card Claims (Med, Dental, Flex) Account Balances (Deductibles, Out-of-pocket) Provider and Facility Search Forms and Messaging Custom Content Self Signup Retrieve Username and Password Subscription-based Branding and Design Mobile Services and Functionality

Maximize Touch Points At point of enrollment Utilize phone system messages Customer service personnel Community outreach activities/events Anywhere you touch members Others – ID cards, outgoing mail, providers, advertising

Incentives Member incentives – Incentives for going paperless, completing an HRA, selecting a PCP, or even creating an account Payer Incentives – Incentives for customer service, community outreach, mobile activities, etc. Provider Incentives – Incentives for steering members to the site, using online tools to engage members

Mandate or Steer Members PCP Changes HRA Completion Flex Balances Claim Activity Document retrieval Temporary ID cards Premium Payment Customer Service can effectively “steer” members to utilize portal services.

Utilization Guidelines or Best Practices Make it EASY! Customer service plays a key role Utilize incentives – Customer service has to want to reduce calls Look for ways to mandate or steer portal use Focus on member value Identify transactions that will be tracked in order to trace member journey and customize portal content for relevancy

Measure and Modify Put in place tracking mechanism that logs each significant transaction related to a click event. Modify content so that members have easy access to the content they use most frequently. Maximize customer service and field representative touches based on member journey and what content is in higher demand.

Adoption and Utilization Next Steps Map the your business to the best practices guidelines. ID specific best practices. Build out the details of the best practices to be included in the your Adoption and Utilization plan. Create the materials and processes to support the best practices. Detail reporting & validation requirements for Adoption, Utilization, and ROI. Execute the plans.

Strategic Plan for Providers Provider Collaboration Solutions: – Pay for Performance Dashboard – Care Plan Coordination – Population Management – Claims submission for non-traditional providers – Secure Messaging – Display Gaps in Care for patients

Pay for Performance Dashboard

Care Plan Coordination

Population Health Management

Claims Submission for Non-Traditional Providers

Demo PORTAL AND DEMO

Questions What questions do you have?

Thank You For additional product information: Mitch Hansen Office Mobile