Corporate Overview Service Offerings OVERVIEW Key Facts Awards

Corporate Overview & Service Offerings

OVERVIEW Key Facts Awards, Affiliations & Certifications § Sun Knowledge is our closely affiliated company under the same ownership. § ISO 27001: 2005 and ISO 9001: 2008 certified company § ‘Onshore /Offshore’ KPO & BPO Services § Serving US healthcare industry since 2007 § Member of NASSCOM, the Governing Industry body for IT/ITES in India § Robust & scalable infrastructure § Awarded ‘Best Emerging BPO Company of the year 2010’ by The Economic Times, India § State-of-the-art technology and systems § Highly skilled and trained staff with good communication skills and in-depth process knowledge § Structured training, feedback and coaching § Recognized as one of the foremost 'Emerging companies in Eastern India' by NASSCOM in 2011 § Awarded Asia-wide “Healthcare BPO Provider of the Year” at the Asia BPO Excellence Awards ceremony hosted by Asia BPO Summit on 14 th February 2013 in Mumbai, India § HIPAA-HITECH compliant § Offices located in USA& India • New York City, USA – Situated in Manhattan (facility inbuilt with all redundancies – power, infrastructure and others) • Kolkata, India – Situated in the IT Hub (facility inbuilt with all redundancies – power, infrastructure and others) © Go. Telecare 2014 -15| All Rights Reserved § CMMi-SVC implementation in progress under KPMG guidance § Awarded the prestigious “Outsourcing Service Provider of the Year” award in the Asian Outsourcing Excellence Awards ceremony hosted by CMO Asia on 1 st August 2013 in Singapore Private & Confidential 2

SERVICE OFFERINGS Administrative Services Clinical Services § Enrollment Processing & Member Fulfillment § Claims Administration § Coding & Medical Billing § Credentialing § Premium O&P Billing and Collections Contact Center § Utilization Management § Medication Therapy Management § Hospital Re-admission Management § Therapeutic Interchange § Provider Support § Member Retention Program § Clinical Help Desk § Formulary Management Analytics IT Services § Claims /Drug Utilization Analysis § Telemedicine Services § PDE Analysis § Application Development § RAF Analysis § Data Modeling & Data Warehousing § Payment Reconciliation § Technical Support § Technical Documentation We provide services to Prosthetics & Orthotics and DME companies in Revenue Cycle Management Physicians and Hospital in Revenue Cycle Management Commercial Plans, MA Plans, Medicaid HMOs, MAPD/PDPs , IPAs, MSOs, TPAs, PBMs and RBMs © Go. Telecare 2014 -15| All Rights Reserved Private & Confidential 3

ADVANTAGES & BENEFITS • Significant decrease in operational expenses • With over 5 years of successful O&P revenue cycle management experience, Sun Knowledge/Go. Telecare provides professional consulting to best allocate resources to increase profit margins. • Significant operational savings effective immediately. • Heightened collection and increased Account Receivables • 30% of O&P Rx are incomplete when first received. We excel in completing the Rx claim quickly. • Cyclical Data Reporting • Data reporting interval can be customized to meet the needs of the customer. • Demonstrated experience handling O&P claims • Medicare, Medicaid, and Commercial Plans Fee for Service and Capitated Plans Currently servicing one of the largest O&P companies for their Revenue Cycle Management in the state of Illinois and they have achieved significant savings and increased A/R collection in year one. © Go. Telecare 2014 -15| All Rights Reserved Private & Confidential 4

O&P MEDICAL BILLING Prosthetists provide artificial limbs (prostheses) to people who have all or part of a natural limb missing. Orthotists provide supportive braces and splints (orthoses) to people with various conditions of the limbs or spine. Prosthetists and orthotists work with people of all ages and with different requirements. Example: Prosthetics: § Artificial limb § Artificial hand § Exo sceletal § Prosthetic knees Orthotics § Splints & braces § Shoes & laces § Collars § TLSO (Thoracolumbosacral orthosis) © Go. Telecare 2014 -15| All Rights Reserved Private & Confidential 5

COVERAGE AND BILLING Prosthetics & Orthotics coverage may be subject to a copay or coinsurance. Authorization is required for various devices and this varies from payer to payer. This is considered a part of the member’s benefits provisions. For Prosthetic & Orthotics devices to be covered the general billing requirements are: § A prescription from the ordering physician dated prior to delivery date § Consideration of limitations based on time period within which the item can be covered if supplied earlier. E. g. A pair of Orthotics shoes are covered per calendar year by Medicare § Appropriate modifiers must be billed, E. g. KX, LT / RT, NU etc. § Letter of medical necessity and additional documentation may be required for some devices, e. g. PPR form for prosthetic devices, Diabetic Verification Form for diabetic patients etc. Coverage for such equipment is subject to medical review by the payer § Coverage of devices also subject to qualifying diagnosis, E. g. Orthotic shoes not covered unless diagnosis states diabetic § Repair, replacement and supplies may be eligible for separate reimbursement. © Go. Telecare 2014 -15| All Rights Reserved Private & Confidential 6

BILLING CYCLE The billing cycle for Prosthetics & Orthotics involves the following activities: § Order entry based on the Rx received from the physician • Patient demographics & insurance entry • Provider information entry • Product code , Rx &Dx entry • If necessary, a telemedicine consultation can be completed to obtain a Rx to expedite the order entry process. § Eligibility verification and auth requirement enquiry § Patient’s appointment with Practitioner for Practitioner to assign codes § Collection of detailed Rx from ordering physician’s office § Collection of documents required by payer for auth approval, E. g. Diabetic Verification Form, initial evaluation, medical notes to support K level, PPR Form § Calculation of service estimates (patient and payer responsibility) § Determination that payer criteria is met before delivery of device (if criteria is not met the patient needs to be contacted and informed of the additional financial responsibility) § Generation of delivery ticket (based on which delivery is made to the patient) § Creation of claim after receipt of confirmation of delivery § Submission of EDI / paper claim to payers § Cash posting § Rejection & Denial Management § A/R follow-up © Go. Telecare 2014 -15| All Rights Reserved Private & Confidential 7

SERVICE OFFERINGS ORTHOTICS AND PROSTHETICS BILLING Challenges Vs Approaches © Go. Telecare 2014 -15| All Rights Reserved Private & Confidential 8

CHALLENGES VS APPROACHES TASK DESCRIPTION CHALLENGES üPatient Demographics / Insurance / Initial Rx Entry ü Missing information / Key-in errors üEligibility verification ü Time consuming with limited staff ü Secondary verification not carried out üAssignment of adequate staff ü Completion of secondary verification ü Rigorous audit üChecking Authorization requirement and obtaining Auth üTime consuming with limited staff ü Documentation collection requires continuous follow-up ü Increased TAT üAssignment of adequate staff ü Systematic and regular follow-up with physicians’ offices and payers to collect documentation, obtain authorization üProper tracking mechanism APPROACHES ü Increased denial rate ü Increased TAT © Go. Telecare 2014 -15| All Rights Reserved Private & Confidential üTransaction audit to minimize error that will reduce denial due to missing patient information 9

CHALLENGES VS APPROACHES TASK DESCRIPTION CHALLENGES APPROACHES ü Additional work for printing and üPaper claim submission faxing/mailing ü Delayed filing leading to denials ü Lack of information about the actual status ü Proper tracking of every submission of paper claims üMoving to EDI based submission whenever possible will reduce cost of manual work and faster payment cycle üRejection management ü Delayed correction and resubmission üPossible loss of payment ü Defining KPI for rejection management process and assigning responsibility ü Claims reconciliation and exception report generation üPayment Posting ü Unapplied balance ü Accumulation of backlog ü Manual posting ü Denials not posted ü Payment reconciliation issue © Go. Telecare 2014 -15| All Rights Reserved Private & Confidential ü Defining guidelines üReview of patient payments ü Define KPI – TAT & Accuracy ü Denial posting and review 10

CHALLENGES VS APPROACHES TASK DESCRIPTION CHALLENGES üAR Follow-up & Denial Management ü Accumulation of backlog üProcess administration and reporting üLack of clarity of claims volume and current status affects management decision making process APPROACHES üDenials not posted üClaims reconciliation issue üImpact on overall billing process performance and improvement üDecreased productive efficiency © Go. Telecare 2014 -15| All Rights Reserved Private & Confidential üRegular analysis, follow-up and review ü Transaction audit üProper documentation – process manual, guidelines & checklists üDefining proper tracking mechanism through various reports -Ageing, Status, Daily, Exception üGenerate exception reports and regular audit of every process tasks üDefining KPIs and assigning responsibility 11

SAMPLE REPORTS 128 125 140 AUTHORIZATION 129 ELIGIBILITY VERIFICATION 45 46 44 96 98 38 40 83 94 94 96 100 45 120 35 80 30 25 28 32 30 31 26 26 25 25 2222 20 21 15 15 10 12 10 6 20 25 20 11 29 32 41 60 40 50 5 0 42101 42102 42103 42104 Number of New Patient Brought Forward Primary Checked Secondary Checked (if applicable) © Go. Telecare 2014 -15| All Rights Reserved 0 Private & Confidential 42100 42101 Auth Required 42102 Auth Obtained 42103 42104 Auth Pending 12 12

DENIAL MANAGEMENT Distribution of Denied Claims Others 26% Pre-Existing Condition 5% Auth Related 14% Primary Paid Max 7% Coding Error 5% Service Not Covered 6% COB Issues 10% Duplicate Claim 5% Exceeds Timely Filing 8% © Go. Telecare 2014 -15| All Rights Reserved OON Issue 8% Patient info missing 6% Private & Confidential 13 13

TELEMEDICINE CAPABILITIES § § Customizable, telemedicine platform that can connect patients, healthcare providers, and ancillary staff members to complete face-to-face consultations. § Reduce healthcare costs § Decrease patient wait times for patient appointments § Increase patient satisfaction § Simple, easy to user interface Diabetic Verification Form § § Expedite the process to receive the returned, signed diabetic verification form from the primary care physician Prescription Refills § For rental devices, decrease the time associated with obtaining a prescription refill. © Go. Telecare 2014 -15| All Rights Reserved Private & Confidential 14

ADVANTAGES § § § Very Little Risk § Go. Telecare is experienced in handling complex contracts/claims § Go. Telecare is experienced working with various claims & billing systems § Quick and efficient resource for special projects when needed e. g. member retention program, etc. § Quick and efficient temporary resource when needed e. g. inventory back up, annual enrollment period, etc. Significant Upside Potential § Go. Telecare has a good understanding of US Health Care industry. We work both for the payers and providers. § Extremely competitive rates, greater productivity, improved accuracy of claims, increased provider satisfaction, reduction in overtime cost Reduced Admin Cost § Leverage partial outsourcing to increase and/or create operational expansion opportunities Proven process performance § Claims Processing: Accuracy > 98%; TAT: 5 - 10 days § Efficient coding & billing process – special focus on rejection and denial management § Contact Center: Abandonment Rate < 2%, ASA within 30 Seconds for 90% of calls, High CSAT § Clear Communication And Quick Response Time At All Times § End user data privacy and protection through implementation of industry standard like ISO 27001: 2005 & HIPAA © Go. Telecare 2014 -15| All Rights Reserved Private & Confidential 15

NEXT STEPS For Additional Information, Please Contact Glenda Hill, MBA Phone: (775) 499 -5499 Cell: (503) 860 -7377 E-mail: Glenda. hill@gotelecare. com © Go. Telecare 2014 -15| All Rights Reserved Private & Confidential 16