© 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved. Design Resource Guide 11/12/2018 © 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.

© 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved. Instructions Use this guide to assist as you: Conduct the Functional Org Review Define functional roles & responsibilities Define the new org structure 11/12/2018 © 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.

Conducting the Functional Org Review When designing an organization, it’s important to define the work the organization will perform in alignment with the criteria, and identify the different functions needed to do the work. Once the work and functions have been defined, the needed competencies & skills can be aligned. 11/12/2018 © 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.

Sample Functional Org Review Sales Function Account Management Function Operations Function (Client Mgmt Analysts) Focused on growing new business/clients Closes deals on new business and existing business Partners closely with Account Management function Competencies/Skills: Sales skills Industry knowledge Product knowledge Relationship building Executive presence Presentation skills Expand, maintain and develop existing client relationships and services Partners closely with Client Management Analysts and Sales Manages all aspects of the customer relationship Acts as the primary point of contact for assigned customer accounts Competencies/Skills: Enterprise knowledge Thought Leadership Strategic focus Relationship building Growth and expanding business in existing customer base Proactive Account Management Executive Presence Focus on analytics, data, trends and problem solving Partner closely with Account Management function to deliver client operational metrics and analytics Competencies/Skills: Operations skills Customer service skills Analytical Data focused Problem solving 11/12/2018 © 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.

Defining Functional Roles & Responsibilities After the functions & competencies are aligned, roles & responsibilities for each function can be defined. 11/12/2018 © 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.

Sample Roles & Responsibilities Description VP, Account Management Responsible for leading a diverse team of professionals dedicated to managing all aspects of the client relationship and driving organic growth through expansion of business service offerings. Leads a series of accounts in support of both the client goals and corporate profitability.  Builds strong/lasting client relationships with a deep knowledge of client business practices and products and services. Exec Dir of Account Management Key client contact responsible for developing the client relationship at the C-suite level, driving customer satisfaction and retention. Responsible for all client(s) in assigned region with focus on driving organic growth through expansion of business service offerings. Coordinates with Sales to drive additional services. Serves as escalation point for client issues. May be responsible for managing Directors of Account Management and/or team of individual contributors in the account management function. Dir of Account Management Responsible for ensuring both customer satisfaction and retention with client(s).This requires building effective relationships with clients that result in retention, client reference-ability, and adoption of additional services. Drives organic growth through identification of opportunities to expand business service offerings. Coordinates with Exec Dir AM to assess additional opportunities that are shared with sales. Client Managers Manages all aspects of business relationship with the customer. Ensures all appropriate resources are available and utilized effectively and efficiently to maximize overall business management services and corporate profitability. Develops and maintains positive client relations and coordinates with various functions within the company to ensure client requests are handled appropriately while balancing client needs with company profitability. Client Management Analysts Responsible for analysis related to client metrics, performance, and financial trends. Provides analysis and system enhancements that allow Client Managers to perform their duties more efficiently and with improved accuracy. Growing into existing base Client Relationship 11/12/2018 © 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.

Defining the New Org Structure After identifying the needed roles & responsibilities, the new org structure can be defined. Pay particular attention to span and control. 11/12/2018 © 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.

Client Management Analysts Sample Org Structure VP Account Management Exec Dir of AM Exec Dir of AM Exec Dir of AM Regional Leaders (Multiple clients) Dir of AM Dir of AM Dir of AM Dir of AM Dir of AM Dir of AM Leaders with large client or multiple smaller clients Client Managers Client Managers Client Managers Manage client relationship Client Management Analysts CMA reports into operations with dotted line to AM function 11/12/2018 © 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.