Member Engagement Portal Advice

Advice in the Member Engagement Portal Health Advocate uses machine learning/predictive analytics to segment populations in order to provide tailored messages and actions alerts the member can do to improve their health and well-being.   “Advice” is data driven, personalized, and displayed in the Member Engagement Portal (both mobile and web) and is available in our internal system for our Personal Health Advocates to coach on. Each Advice has multiple Actions a member can take to improve their health and wellbeing. There are over 1,700 different Advice filters in our library operating at this time. “Advice Alerts” are email and push notifications advising people to log into the Member Engagement Portal website or app and look at newly identified Advice. Members must have registered on the Member Engagement Portal in order to see Advice and Advice Alerts

Advice in the Member Engagement Portal Types of Advice Demographic Advice Spotlight Advice – Part of Enhanced Core Advocacy EAP Advice Wellness/Biometrics Advice Roadmap: CCS Advice Incentives Advice HCE+ Advice Custom Advice Delivery methods Visible on Home Page web and mobile Email Push notifications Driven by Service, can be turned off for client Roadmap Member email communication preferences (Target Q3 2018)

Advice Email Alerts Email isn’t specific to Advice due to PHI concerns Member will receive an email alert once a week if new Advice is identified This email template is used for all Advice except EAP which will have a different email format.

Advice on the Homepage Member sees up to three Advice cards on their homepage. The last card will always take them to the Advice page where they can see all Advice generated for them.

Push Notifications for Advice Members who have the Member Engagement app will be prompted to download the newest version; then asked if they will allow notifications Push notifications aren’t specific to Advice due to PHI concerns Members will receive one push notification alert once a week (there may also be an additional notification for EAP)

Advice Based Only on Demographic Information Available today Advice Based Only on Demographic Information Available today. Applies to clients that do not provide access to their data Blood Glucose Screening Bone Density Screening Cervical Cancer Screening Cholesterol Screening Colorectal Cancer Screening Dental Visit Health Maintenance Office Visit Hepatitis C Screening Mammogram Vision Exam Flu Vaccination Pneumococcal Vaccination Shingles Vaccination

Spotlights Advice Included in Enhanced Core. Based on Client-specific data. These data clients do not receive Demographic Advice. Types of Advice Health Assessment/PHP(1) Vaccination (3) Rx Compliance (298) Lifestyle Coaching (3) Rx Brand to Generic (513) Rx Mail Order (953) Medical Test (13) Rx Brand to Generic Alternative (1) Rx Recommendation (3)

Wellness Advice Based on Personal Health Profile/HRA responses (43) and Biometric (8) results Member will get maximum of 3 Wellness Advice at a time, no duplicate topics Topics include: Alcohol Intake, Depression, Anxiety, Stress, Cholesterol, COPD, Pre-diabetes, Diabetes, Cardiovascular, Hypertension, Diet/Nutrition, Exercise, Smoking, Sleep, Sunscreen, Biometrics, etc.

Wellness Advice - Actions Once the member clicks “Learn More,” they are offered several Actions to choose from (based on services) If member chooses to remove an Advice card, a new one will takes its place (within 24 hours) Future: once a member acknowledges an Advice, it will be removed after 30 days to keep the Advice page fresh

Wellness Advice Rules Example: Tobacco Use Rules Wellness Advice based on PHP and Biometrics are generated from a series of rules. Complete spreadsheet of rules is available upon request. Wellness Advice is presented in a priority order that considers condition, severity of risk, and readiness to change. Example: Tobacco Use Rules Topic Source Rule Priority Tobacco User - Not Ready to Change (PHP) Current Tobacco user from member's latest PHP @ScoreTypeCodeList = 'S_Tobacco', @RiskScoreLower = 0, @RiskScoreUpper = 1, @QuestionCode = 'Q268_ReadyTob_V2', @ResponseValueList = 'unchecked' 2 Tobacco User - Ready to Change (PHP) Current Tobacco user from members latest PHP @ScoreTypeCodeList = 'S_Tobacco', @RiskScoreLower = 0, @RiskScoreUpper = 1, @QuestionCode = 'Q268_ReadyTob_V2', @ResponseValueList = 'checked' 1

Chronic Care Solutions Advice Based on members identified with claims who have a low, medium or high risk for a chronic condition AND have NOT joined the Chronic Care Solutions program (8) If multiple conditions apply to a single member, only get one Advice at a time Higher priority than similar Wellness Advice Conditions include: Diabetes, Congestive Heart Failure, Coronary Artery Disease, Asthma, Hypertension, Metabolic Syndrome, COPD and Depression

Advice in MemPHIS Benefits Gateway Gaps in Care and member Advice will be shown as Spotlights. Benefits Gateway spotlights are red and Advice spotlights are yellow Hovering over a spotlight will show the Advice message the member received Personal Health Advocates see all Advice generated for a member, even if the member is not registered for the website

Future Advice (Available Q3 2018) Incentives Provide members with reminders about critical Incentive Program dates and requirements Incentive Advice will always be prioritized due to its time-sensitive nature Health Cost Estimator Plus (HCE+) Advice based on previous searches or lack of searches Advice based on search themes Focus on: Inpatient and outpatient procedures, Advanced imaging, Office visits, Behavioral health office visits, Shopping for Rx, Those who haven’t searched

How It All Works Together Example: Diabetes Advice Priority – CCS, then Biometrics, then PHP Message: Learn more about managing diabetes CCS Rule: CCS Service, not enrolled in program, AND either a High, Medium or Low risk level for diabetes from claims Message: Learn more about your risks for diabetes Biometrics Rule: blood glucose high Message: Reduce your risk for diabetes Biometrics Rule: blood glucose borderline Message: Learn more about the signs and symptoms of prediabetes PHP Rule: S_WastCir = 0 AND S_Diabetes = 2 Message: Learn about treatment options for the prevention of type 2 diabetes PHP Rule: S_WastCir = 0 AND S_Diabetes = 0 or 1 Message: Learn about diabetes risk PHP Rule: S_BMI = 0 AND S_BloodGlu = 0 Message: Learn how to prevent diabetes PHP Rule: S_BloodGlu = 2 and/or S_Diabetes = 2 Message: Having a larger baby can increase your risk for diabetes later in life. Be aware of the signs of prediabetes. PHP Rule: Q159_Pregnant_V2 = a AND Q234 = a OR tobacco affidavit = yes

Advice Cards for EAP Monthly Webinars For all EAP clients who require a member to register and log in (not Student Assistance Program (SAP) or Work/Life–only clients) New Advice Card each month on Member Engagement Portal landing page

“Go to Webinar” link takes users to New Webinar page on EAP portal

Push Notification for EAP Webinars The push notification link will take the user to the Member Engagement Portal login page. Once the user is logged in, they will go to a new interim webinar landing page where they will click on “View Now” to go to new webinar page on the EAP portal

EAP Webinar Advice Email Alerts Email is specific to EAP Webinars New EAP Webinar email alert each month “Go to Webinar” will take user to Member Engagement Portal login page Users go to new interim webinar page on the Member Engagement Portal and click “View Now”

Thank You! Contact info Name Title Phone Email