Increasingly complex plan designs health delivery systems and

Increasingly complex plan designs, health delivery systems and carrier choices

we make healthcare easier 3

When someone has a healthcare issue, they shouldn’t go it alone § Registered Nurses with experience in clinical care, case management, nursing education, supervision and administration § Benefits experts with experience in benefits administration, claims management and provider group administration § Supported by full-time Medical Directors § Trained clinical professionals: social workers, behavior change counselors, nutritionists, dieticians, dental care and pharmacy 4

SM 5

Health Advocacy Unlimited one-on-one support, 24/7 Support for medical issues or difficult diagnoses § Help members understand diagnoses, tests, treatments and medications § Coordinate care between physicians and insurance companies § Provide targeted health coaching around gaps in care (when adding claims data) Special focus on second opinions § Research and locate the right specialists, Academic Centers and Centers of Excellence nationwide § Coordinate the transfer of medical records, X-rays and lab results § Extended clinical care coordination and follow-up with our optional Expert Medical Opinion (EMO) Program 66

Health Advocacy Unlimited one-on-one support, 24/7 Resolution of complex claim and benefit issues § Help members understand their benefits § Sort out claims and related paperwork problems § Assist with filing an appeal with a health plan Identify ways to save money § Locate lower-cost sources for prescription drugs § Help members sign up for mail-order prescriptions 77

The whole family can use Health Advocate! ü Employees ü Spouses ü Dependents ü Parents-in-law 88

Provide special help for Mom & Dad, retirees and pre-Medicare retirees § Help retirees transitioning to private coverage or Medicare § Explain the differences between Medicare, a Medicare HMO and supplemental coverage § Research private coverage § Explain how to enroll in Medicare § Clarify Medicare Part D prescription drug plans § Locate eldercare services and community resources that fall outside of traditional healthcare coverage and public exchanges § Discuss plan choices relating to pre-existing conditions 99

We’re always there, 24/7. Whether by phone or app, employees can always reach us. 10

Use data to further engage

When you add data, we get a 360º view of your employees, allowing us to do much more Analyze data to identify those at risk Deliver highly personalized support Close gaps in care 12

Use multiple engagement channels to maximize success We guide employees at the point of contact Drive engagement on -the-go through our one online experience 13 13

See care gaps like overdue tests Review employees’ benefits Follow case and call history Every point of contact is an opportunity to engage 14

Push Notifications: Email Push Notifications: Phone Email alerts sent once a week if new advice is identified Designed to drive members to click and visit the app to see new advice 15 15

Communications to keep us top of mind

Installation Materials § Train-the-Trainer Presentation § Electronic Welcome Letter § Member Website § Member Video Link § Member Poster § Welcome Brochure Reinforcement Materials § Member Self-Mailer § TV + Monitor Screen Messaging § “Top Reasons to Call Us” Flyer and Poster § Magnet § Member e-Newsletter § Table Tents § Wallet Cards Print or customized materials may incur a cost 17 17

How you know it’s working

Reports that show the results § User-friendly format § Review program utilization and savings data § See gaps in care closed § See opportunities for improvement § Get a baseline and year-over-year claims analysis § Read member feedback Reporting allows you to track your organization’s engagement 19

Healthcare and Rx costs Key savings opportunities Employees’ health risks Plus, see the health of your organization in real time with our Information Dashboard 20

Gaps in Care Analysis Gaps in care identified Members engaged Gaps in care closed 29, 302 13, 042 6, 129 20% + One experience ensures that nobody “falls through the cracks” 21

Health Advocacy in action

Steve called Health Advocate after his PCP told him he needed to see a specialist for his back pain. Tina, Steve’s Personal Health Advocate: ü Reviewed his benefits ü Found an in-network specialist near his home ü Made the appointment ü Coordinated the transfer of Steve’s medical records When the specialist recommended surgery, Tina suggested Steve get a second opinion. Tina researched top specialists, made an appointment and arranged for the transfer of his medical records. 23

After the second opinion, Steve decided that surgery would be best. Tina helped Steve prepare for surgery: ü Explained what to expect ü Helped him prepare questions to ask ü Worked to arrange home care post-surgery When medical bills started to come in, Steve was confused and unsure what to pay. Tina: ü Reviewed the bills and uncovered an error ü Worked with the provider and health plan to have the error corrected 24

Our expertise, compassion and commitment can have a dramatic effect: For employers For employees ü Increases productivity and retention ü Saves time, money and worry ü Reduces claims costs, grievances and appeals ü Reduces stress and frustration ü Supports consumer-driven health plans ü Ensures utilization of network providers ü Eases burden on HR staff ü Offers key insight into medical cost drivers and aggregate risks and opportunities ü Helps them get to the right care at the right time ü Improves health outcomes and engagement ü Available to the entire family 25

Thank You! First Name Last Name Title: Office Phone: Cell: Email:

Appendix: Member Case Studies

Nate and his family were anxious about his elderly mother’s health His mother lived on her own and was displaying the early stages of dementia • She was hospitalized after having a stroke • Nate and his family were unsure how to handle the next phases of her care Challenge Nate reached out to Health Advocate for support His Personal Health Advocate: • Contacted the hospital for details about Nate’s mother’s condition and treatment plan • Located a nearby rehab for when she was released from the hospital • Researched assisted living facilities that could meet his mother’s unique care needs Solution Your caring support put our minds at ease regarding Mom’s ongoing care. • 28

John experienced sharp chest pains while playing tennis His doctor ordered an exercise stress test and blood screening • The results showed evidence of coronary artery disease • His doctor recommended he see a heart specialist Challenge John called Health Advocate for help finding a specialist His Personal Health Advocate: • Researched and found a leading in-network cardiologist • Scheduled an expedited appointment • Contacted his doctor to get his medical records transferred • Answered his questions about treatment options Solution I’ve always been healthy. You calmed me down so I could focus on treatment. • 29

Health Advocate in Action: Help for Mom 30 30

Appendix: Client Case Studies

Ivy League University Struggling to support employees and retirees with benefits education and insurance/claims issues • Working with too few resources • Concerned about potential privacy and HIPAA violations The client implemented our Health Advocacy solution • We became the go-to resource and independent contact for all healthcare and benefit-related issues • Provided confidential, high-touch support, which allowed the University to preserve their culture 8, 900 enrollees • 7, 000 employees • 1, 900 retirees Solution Health Advocate client since January, 2017 • Challenges The University’s HR team was proud of their high-touch culture, yet they were: 32

Employees: 10, 000 interactions and 4, 000 hours worked • 45% of clinical Interactions were specialty care locators • 68% of administrative interactions were to resolve claims issues • Total savings: $938, 902 • Productivity savings: $556, 950 • Member savings: $288, 104 Retirees: Ivy League University Health Advocate client since January, 2017 8, 900 enrollees • 7, 000 employees • 1, 900 retirees • 1, 800 interactions and 711 hours worked • 42% of clinical interactions were specialty care locators • 30% of clinical interactions were Rx-related • 77% of administrative interactions were to resolve claims issues • Total savings: $127, 000 • Productivity savings: $106, 728 • Member savings: $6, 771 Results • 33

Hospital employees worked long hours and were often stressed Hospital System • Help employees when they, or a loved one, have a health issue • Offer a resource to support caregivers • Give employees access to an independent third party so their personal health issues would remain confidential The client implemented our Health Advocacy solution and championed the program • A big push to educate employees about the service included a home mailer, posters and flyers The client views us as an extension of their HR department • Hold regular meetings • Help them build annual communications plan • Conduct annual onsite HR trainings Solution Health Advocate client since January, 2015 14, 000 enrollees through multiple hospital systems Challenges The Client wanted to: 34

Health Advocate client since January, 2015 14, 000 enrollees through multiple hospital systems Consistent year-over-year engagement • Average of 1, 700 interactions per quarter • 17, 000 total interactions • 6, 500 hours worked • 45% of clinical interactions were specialty care locators • 79% of administrative interactions were to resolve claims issues • Total savings: $1, 720, 708 • Productivity savings: $967, 111 • Member savings: $629, 197 Results Hospital System • 35