C_Turner HEQ - HealthEquity

Report
EMPLOYER NAME
Copyright © 2012 HealthEquity, Inc. All rights reserved. HealthEquity and the HealthEquity logo are registered trademarks and service marks of HealthEquity, Inc.
Building Health Savings is a service mark of HealthEquity, Inc. Confidential and proprietary. Reproduction without express written consent is prohibited.
Date
AGENDA/OBJECTIVES
1
Introductions and Background
2
Objectives
3
Why HealthEquity?
4
Model and Technology
5
Service and Education
6
Implementation
2
INTRO AND BACKGROUND
3
HEALTHEQUITY LEADERSHIP
Steve Neeleman, MD
CEO/Founder
Practicing Surgeon
Author, The Complete
HSA Guidebook
Jon Kessler
Chairman
Founder of WageWorks,
the nation’s largest TPA
4
HEALTHEQUITY OVERVIEW
• Founded 2002
• Based in Salt Lake City, Utah
• IRS approved non-bank trustee
• 5th largest HSA custodian, fastest
growing of the top ten custodians
• 250,000 accounts, $400M in assets
• Education-based service model
• Client-tailored web sites
• 24/7/365 access to live Member
Services specialists
• FDIC-insured cash account or investing
5
COMPANY NAME OBJECTIVES
6
OBECTIVES
1. Secure a best-fit HSA custodial relationship
2. Provide excellent customer support
3. Support ongoing, three-pillar educational strategy
4. Offer an integrated solution with BCBSIL and Medco
5. Complement and promote current wellness programs
6. Comply with existing SAP electronic data capture process
7
WHY HEALTHEQUITY?
8
NET PROMOTER® METHODOLOGY
• Promoter (P): Loyal enthusiasts who keep buying
and urge friends to do the same (score 9 or 10 on
10-point scale)
• Passives: Satisfied, but unenthusiastic; easily wooed by
competition (score 7 or 8 on 10-point scale)
• Detractor (D): Unhappy customers trapped in a bad relationship
(score 6 or less on 10-point scale)
• Where P – D = Net Promoter Score
• Average American company rating is 9
• Very best companies range from 48 to 82
9
HOW DOES HEALTHEQUITY COMPARE?:
Banking Industry
Citi
Wells Fargo
BofA
Chase
US Bank
Suntrust
HealthEquity
-20%
0%
20%
40%
60%
80%
Source: NetPromoter® Industry Report 2009, HealthEquity added
10
DOW CORNING CASE STUDY
With
HealthEquity
Before
HealthEquity
Overall satisfaction with health benefits
7.8
6.0
Understanding of health accounts
8.0
5.8
Specific satisfaction with HealthEquity
9.0
Average change in health account balance
CDH participation rate (dual option)
Change in trend (CDH option)
up $1,000
74%
Down 3%
11
MODEL, TECHNOLOGY,
AND INTEGRATION
12
INTEGRATION
Health and Wealth
Full Integration Enables …
Eligibility
BCBS of Illinois
Medco
Contributions
HealthEquity Eligibility, Claims, Rx, Contributions
Superior Execution
Devon Energy Health and Wealth Web Site
Ongoing Employee Engagement – Cost
Saving Tools, Alerts, and Messaging
Account Management – Claim Review,
PayChoice™Technology, Investing
24/7/365 Access to Live Member Services Specialists
13
MEMBER LAUNCH
Open Enrollment Meetings
and Communications
60–90 days prior
40 days prior
Devon Enrollment
Account Screening
and Set Up
20 days prior
17 Days prior
HealthEquity
Receives Enrollment
Ongoing
Interactions
15 days prior
Welcome Kit
and Debit Card
Plan Yr. Begins
Ongoing
First Login to
Web Portal
0100101
0010110
14
DEVON ENERGY HSA PORTAL
• Demo
Copyright © 2012 HealthEquity, Inc. All rights reserved. HealthEquity and the HealthEquity logo are registered trademarks and service marks of HealthEquity, Inc.
Building Health Savings is a service mark of HealthEquity, Inc. Confidential and proprietary. Reproduction without express written consent is prohibited.
15
SERVICE AND EDUCATION
16
SERVICE EXCELLENCE 24/7/365
Specialist turnover was less than 15% last year
HealthEquity Member Services specialists are professionals with extensive
experience and specialized skills specific to HSAs, HRAs, and FSAs
Backgrounds and skills include: Healthcare, nursing, CNAs, insurance
claims and billing, financial, banking and investments
Education and just-in-time resources ensure
HealthEquity specialists are accurate and up-todate on IRS legislation, HSA information, and
healthcare expenses. They attend two hours of
education bi-weekly, respond to 10-question weekly
quizzes, and complete weekly call evaluations.
17
HEALTH AND WELLNESS EDUCATION
24/7/365
Easy point-and-click
captures the call reasons
and educational points
A second click captures the
action taken by the
member as a result of the
education provided by the
member services specialist
18
REPORTING:
Interactions and Trends
Educational Interactions
Jan
Feb
1,177
779
Preventive Care
630
417
Price Comparison Tools (Rx, Procedures)
630
626
Devon Health Promotion
XXX
XXX
Devon Wellness Program Adoption
XXX
XXX
Tax Savings/Contributions
In addition to basic expected reporting results,
educational interactions, enrollments, $ contributed, etc.
are captured in CRM and reported to Devon.
19
ENROLLMENT AND EDUCATION
HealthEquity® Resources
–
–
–
–
–
–
–
–
–
–
Educational materials
Open enrollment web site
Plan cost calculators
Open enrollment meetings/webinars
Online tutorials for e-mail distribution
Dedicated open enrollment line
The Complete HSA Guidebook (online or hardcopy)
Member portal
New member tutorials
New member welcome kits
20
IMPLEMENTATION
21
IMPLEMENTATION TEAM
•
Implemented 60+ partners with different depths of integration and customization
•
Implementation typically tales 2–4 months
•
Involves project lead, communication lead, and IT resources
•
HealthEquity assigns a partner relationship manager and creates a cross-functional team
Implementation
Team Structure
Partner
Solutions
Team
Partner Relationship
Manager
Marketing and
Sales Support
Technology
Operations
Member &
Client Services
Financial
Services
“Continued focus on the customer will keep us loyal forever! Your responsive team has made
implementation a breeze. We love you guys and recommend you to anyone who will listen.”
– New Partner
22
TESTING PROCESS
•
Stable Platform
– Accounts since 2003
– Dev, test, and production environments
•
Format & Data Exchange Testing
– HealthEquity maps and processes test files
– HealthEquity executes unit tests and
initial test cases
– Partner performs user acceptance testing
– HealthEquity provides partner access
to test environment
•
Scenario Testing
– Scenario test files
– HealthEquity file processes test files
– HealthEquity executes test cases
– Partner performs user
acceptance testing
23
NEXT STEPS
24
NEXT STEPS:
Contacts and Information Requests
1
Onsite meetings, The Complete HSA
Guidebook, and information requests
2
Steve Neeleman, MD, CEO
801.727.1012, [email protected]
3
Gary Bell, SVP Enterprise Strategy,
801.727.1046, [email protected]
25
TRACK RECORD
“If you are going to attempt a CDH strategy: 1) Be serious, 2) Make an
investment, and 3) Work with experienced partners like HealthEquity.”
– Chief HR Officer, Large Employer
“Continued focus on the customer will keep us loyal forever! Your responsive
team has made implementation a breeze. We love you guys and
recommend you to anyone who will listen.”
– Director, New England Health Plan
“HealthEquity continues to ‘out do’ themselves in customer service!
Thanks for taking such good care of our clients. We very much appreciate
your efforts. The feedback from our clients has been five-star.”
– VP, California Banking Institution
26
THANK YOU!
• www.healthequity.
Copyright © 2012 HealthEquity, Inc. All rights reserved. HealthEquity and the HealthEquity logo are registered trademarks and service marks of HealthEquity, Inc.
Building Health Savings is a service mark of HealthEquity, Inc. Confidential and proprietary. Reproduction without express written consent is prohibited.
27
DEMO CAPTURES
28
DEMONSTRATION
EMPLOYER
HEALTH
PLAN B
HEALTH
PLAN C
PBM
DM
CLAIMS & ELIGIILITY
INFORMATION
HEALTH
PLAN A
Better
Experience
Better
Decisions
Better
Outcomes
INTEGRATED
ACCOUNT
MANAGEMENT
HSA / HRA / FSA /
DCRA / VEBA
LOWER COSTS
• MAXIMIZE NETWORK
• DISCOUNT / ACCESS
Live 24/7/365
Support
Web Portal
Debit Card
COMMUNICATION,
MARKETING, AND
EDUCATIONAL
SERVICES
Claims from
Insurance
Continuing
Education
MOST VALUE
Better
Discounts/Choice
RESULTS
EMPLOYEE
SATISFACTION
• HIGH-QUALITY
EXPERIENCE
• MINIMAL
DISRUPTION
• CHOICE
CENTRALIZED
COMMUNICATION
CONSISTENT
CONSUMER
STRATEGY
29
PLATFORM FROM WHICH
TO DRIVE PROGRAMS
30
INSURANCE INFORMATION
31
INVESTMENT
32
PAYMENT PLATFORM
PayChoice™ platform offerrs “pay from any account” option
Add optional personal
checking account
Pay provider directly from any
account and create a lifetime record of
how claims were paid
33
Rx PRICING TOOL
For integrated pharmacy claims,
HealthEquity proactively identifies savings
opportunities and makes the member
aware of the opportunities on the
PayChoice™ platform and via e-mail.
34
Rx SAVINGS REPORT
Alternative
Med
Result: Member is
educated and can talk
to their provider about
ways to save.
35
SYMPTOM CHECKER
Help members decide whether to treat at home or see a doctor.
Possible causes of the symptom, how to self treat, when it’s an
emergency, when to call a doctor, and how to prevent it in the future.
36
LEVERAGE PAYMENT PLATFORM:
Medical Care and Rx
Members visit the site to pay claims and transact.
Includes opportunities-to-leverage capability:
– Provides timely and relevant information
• Rx savings or drug-to-drug interaction messaging
• Message around care opportunities
– Ease of use
• Rx mail order link
• Direct payment connection to Medco
37
PERSONAL HEALTH AND
FINANCIAL RECORD (PHFR)
Track health statistics, conditions and care, and drugs and allergies.
View medical spending organized by type of service and condition.
38
CARE GUIDELINES
Step-by-step guide to
understanding and managing
12 common conditions
39
CONTENT & DECISION SUPPORT
•
Health encyclopedia
–
•
Symptom checker
–
•
Comprehensive articles on more than 1,600 topics are
categorized by disease/condition overview, symptoms,
treatment, and prevention
Surgeries and procedures
–
•
Detailed information on more than 300 specific
symptoms, such as abdominal pain, headaches, or
heart palpitations, allows members to search topics
based on what they’re experiencing
Care guidelines
–
•
A comprehensive, award-winning collection of
illustrated health information on diseases and
conditions, symptoms, tests, surgeries, and more
Graphical presentations cover more than 100 topics,
from gastrointestinal conditions to plastic surgery
Health risk assessment
–
URAC-accredited general risk assessment and
12 lifestyle and condition assessments
–
Helps members assess and minimize disease
and illness risk
40
HEALTHEQUITY OVERVIEW
Key Differentiation
• Account integration:
o HSA/HRA/FSA/VEBA
• Health plan integration
• Pharmacy benefit
integration
• Disease
management
integration
• Live Member Services
specialists 24/7/365
• Regularly exceed industry
standards and SLAs
• Low turnover
• Available before and
after enrollment
• Teachable moments
and live activations
• Targeted
communications
• Configurable Web
portal platform
“I wish HealthEquity could train
other vendors how to achieve
flawless implementation and
provide stellar customer service.”
– Denise Johnson
Human Resources Director
Regence
41

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