1. Company Name

2. Table of Contents
Company Overview…
Program Overview…
Health Advocacy….……
Employee Assistance & Work/Life Support
Resources for Managers and Supervisors
Medical Bill Saver
Communications Support…
Member Experience…
How to Reach Us… 2 4 8 17 27 32 34 37 42

3. Company Overview 2

4. Company Overview Nation’s leader in healthcare advocacy and assistance
Distinguished roster of 11,500 nationwide clients
Serving over 50 million eligible lives
Broad product spectrum
Outstanding, experienced management team
Expert staff of healthcare and insurance professionals
Powerful and proprietary infrastructure
Strong brand recognized as objective and well-respected
A subsidiary of West Corporation 3

5. Program Overview 4

6. Welcome to Health Advocate
METRICS
Welcome to Health Advocate
Your Health Advocate benefit provides:
Health Advocacy
Employee Assistance & Work/Life Support (EAP+Work/Life)
Medical Bill Saver
Unlimited access for employees and eligible family members
Provided by <Company Name> at no cost to you
A single number connects employees 24/7

7. Important Note About Our Service
METRICS
Important Note About Our Service
Health Advocate
Does not replace health insurance coverage
Does not provide medical care or recommend treatment
Helps resolve healthcare and insurance-related issues
Interacts with healthcare professionals and insurance companies

8. Private and Confidential
METRICS
Private and Confidential
We protect employees’ privacy
All healthcare information is kept strictly confidential
We fully comply with the federal Health Insurance Portability and Accountability Act (HIPAA)

9. Health Advocacy 8

10. Health Advocacy Solution Close-up
Highly personalized
We do the work for the member
Helps members navigate healthcare and insurance-related issues
Experts who know the ins and outs of the healthcare system
Saves time and money * *
* Based upon receipt of group’s utilization data

11. How does the Health Advocacy service work?
Call the single, toll-free number
Member is assigned to a Personal Health Advocate
Same Personal Health Advocate works with the employee until the issue is resolved; available for follow-up

12. What is a Personal Health Advocate?
Registered Nurses with 10+ years experience in clinical care, case management, nursing education, supervision and administration
Trained clinical professionals – social workers, behavior change counselors, nutritionists, dieticians, dental care and pharmacy management
Benefits Experts with 5+ years experience in benefits administration, claims management and provider group administration
Single, ongoing contact person – direct dial phone number, address
Supported by full-time Medical Directors
Chosen for medical expertise, commitment to service excellence, communication skills and strong problem resolution approach 11

13. Addresses the Entire Family’s Needs
Employee
Spouse/Domestic Partner
Dependent Children
Parents and Parents-in-law 12

14. Medical Authorization Release Form
METRICS
Medical Authorization Release Form
Authorizes Health Advocate to interact with the employee’s doctors, other providers and health insurance companies on their behalf
One-page form can be downloaded from member website or ed, mailed or faxed to employee to complete and return
Ensures complete confidentiality and privacy

15. How We Help
Find the right doctors, hospitals and other healthcare providers; expedite appointments
Explain complex medical conditions; research and locate the latest treatments
Coordinate care and schedule follow-up visits; facilitate second opinions; transfer X-rays and medical records
Arrange treatments and tests; answer questions about results, treatment options and prescribed medications
Clarify benefits including copays; help facilitate access to appropriate care
Provide one-on-one coaching to help close gaps in care*
Provide personalized information through Member and Client Dashboards*
Offer personal contact with Registered Nurses to support treatment decisions
Resolve insurance claims; negotiate billing arrangements
Help locate eldercare services including assisted living and adult day care; address other issues facing parents and parents-in-law
* Based upon receipt of group’s claims and utilization data

16. Special Help for Seniors
Retirees transitioning to a new health plan
How to enroll in Medicare
Clarify Medicare Parts A, B, D and supplemental plans
Inform about pre-existing conditions; dependents under age 65
Locate eldercare services that fall outside traditional healthcare coverage
Assist with the transition from traditional insurance to Medicare HMO
Facilitate early care management intervention 15

17. Key Benefits Independent and objective
Improves health outcomes
Reduces medical costs
Improves administrative efficiencies
Eases burden on HR staff and employees
Maximizes benefits utilization
Reduces grievances and appeals
Supports consumer-driven health plans
Professional, non-adversarial approach to finding the right answers
Increases employee productivity, satisfaction and retention
Easy to use

18. EAP+Work/Life 17

19. Program Overview Available 24 hours a day, 7 days a week
Expert staff of EAP and Work/Life professionals
Licensed Professional Counselors available in person, by telephone and secure video (computer and mobile devices)
Access to experienced Work/Life Specialists for help achieving a better work/life balance 18

20. We Help Address a Wide Range of Issues
Emotional Well-Being
Relationships
Family/parenting issues
Adolescent issues
Depression
Anxiety
Substance abuse
Stress management
Grief and loss
Life’s transitions 19

21. We Help Address a Wide Range of Issues
Health and Wellness
Safety
Self-nurturing
Alternative medicine
Healthy eating/recipes
Men’s, Women’s and Children’s health
Cultivating mindfulness 20

22. We Help Address a Wide Range of Issues
Work/Life Support
Work/Life Specialists find local services and resources to help with:
Eldercare and childcare
Balancing work and family
Legal and financial concerns
Home organization
Time management
Relocation issues
Occupational stress
Working with others 21

23. Legal Consultation Services
Free consultation with an attorney and 25 percent discount on fees if retained
Criminal law
General/civil law
Domestic/family law
Elder law
Real estate
Tax and IRS matters
Motor vehicle law 22

24. Financial Wellness and Consultation
Free consultation with a financial specialist available online or by telephone
Credit management
Debt counseling
Budgeting
Restoring credit
Investments
Home refinancing
Student loans
Retirement planning
Divorce planning 23

25. Additional Work/Life Support
Personal Concierge Service
Time-saving help with travel and event bookings 24

26. EAP Member Website Comprehensive resource available 24/7
Details about program services and features
Informational articles on emotional well-being, relationships, financial health and legal topics
Member video and other communications 25

27. EAP Member Website
Monthly member webinars (e.g., Building Healthy Relationships, Dealing with Caregiver Stress, Improving Communications)
Online training
HealthAdvocate.com/members 26

28. Resources for Managers and Supervisors27

29. Resources for Managers & Supervisors
Unlimited telephonic consultation for management and supervisors
Clinical team with 50+ years experience
Available 24/7 to all levels of management team
Online library of 60+ management skill builders (e.g., effective communication, performance management, team building, managing stress)
Quarterly supervisor newsletter 28

30. Expert Help with a Wide Range of Issues
Threats of domestic violence
Workplace bullying
Performance problems
Training needs
Mandatory referrals
Critical incidents
Employee conflicts
Periods of change (e.g., mergers, downsizing)
Disruptive behavior/behavior that presents a safety hazard
Workplace violence risk 29

31. ” “ ” Testimonial: Are you ready when violence occurs?
One of our employees began getting highly-threatening calls from her boyfriend during her lunch hour. When he began hanging out in the parking lot, pacing and ranting, her co-workers became alarmed and called HR.
The Health Advocate EAP team helped us take the right steps to protect the employee, address coworkers’ concerns and get the problem resolved quickly and safely. ”

32. “ ” Testimonial: Help managers handle sensitive issues early
A senior-level employee began making negative remarks about a client’s accent and a new employee’s cultural background. The employee started to withdraw, and I began hearing complaints.
The Health Advocate EAP team coached the employee’s supervisor on how to handle the situation, and held a counseling session with the offending employee. Fortunately, his behavior improved and morale increased remarkably. So glad they helped us diffuse this situation fast! ”

33. Medical Bill Saver™ 32

34. Save On Non-Covered Medical Bills
Experienced negotiation team works on employees’ behalf to lower medical and dental bills ($400+) that are not covered by insurance
We do the legwork; just send us the bill
Obtains provider signoff on payment terms/conditions
Employees receive Savings Results Statement summarizing results 33

35. Communications Support34

36. Member Communications
Year-round electronic, print and online materials introduce the program, raise awareness and drive participation
Multi-leveled: brochures, newsletters, posters, health tip sheets, table tents
Strategic and comprehensive
Communication may be different from samples above.

37. Member Website What’s included? HealthAdvocate.com/members
Features of the program
Access to communication materials
Health information
Member videos
Access EAP member website
HealthAdvocate.com/members 36

38. Member Experience 37

39. 38

40. “
This is a great service. As a HR professional at my company, I have encouraged others to use Health Advocate but had not had the opportunity to call for myself until now.
I was getting nowhere with my issue on my own, so I decided to give it a try. I greatly appreciated the help, and the representative helped me save a considerable amount of money. ”

41. “
The nurse who helped me is worth her weight in gold. She clearly saved me at least four hours of work time.
This may be the best benefit we have! Shout it from the rooftops! ” 40

42. Problem: Marital problems caused by financial stress
Due to the loss of his wife’s income and poor money management skills, Jim’s financial debt was growing quickly… and the strain was affecting his marriage and job performance.
Solution:
Jim called a Licensed Professional Counselor
His Counselor:
Set up couples’ counseling sessions to discuss strategies to help Jim and his wife communicate more effectively about finances
Suggested stress management techniques
Connected Jim with a financial specialist for a free consultation 41

43. How to Reach Health Advocate
Telephone:
Website: HealthAdvocate.com/members
Hours of Operation
Normal hours of operation are Monday - Friday, from 8 am to 12 am (midnight), Eastern Time.
Health Advocate can be accessed 24/7. Staff is available for assistance after hours and on weekends. 42

44. Thank You
Any questions?