proposal for brevard public schoolseagendatoc.brevardschools.org/12-08-2015 regular...the contents...

Proposal for Brevard Public Schools

September 2015

For more information, please contact:

HealthAdvocate

Table of ContentsExecutive Summary ......................................................................................................................3

Solutions ..............................................................................................................................................

Pricing ................................................................................................................................................

Capabilities ......................................................................................................................................

Company Overview ...................................................................................................................

Spectrum of Solutions .............................................................................................................

Member Communications ....................................................................................................

Getting Started .............................................................................................................................

HealthAdvocate Proposal forBrevard Public Schools

Cynthia K. Persico, CEAP, MHSRegional Vice President, EAP+Work/Life Solutions

[email protected]

HealthAdvocate Proposal for

Executive SummaryHealthAdvocate

Section 1

3September 2015

Brevard Public Schools


Executive SummaryHealthAdvocate

Health Advocate is pleased to present this proposal. It describes our innovative, personalized and fully

integrated employee and employer solutions that are designed to save time and money, increase productivity

and improve health outcomes.

The contents include key features of our programs and the Health Advocate advantage – the capabilities of

our highly trained operations staff and experienced management team, our pricing structure, state-of-the-art

systems technology, complete turnkey communications program and streamlined installation process.

The purpose of the proposal is to clearly demonstrate how Health Advocate has achieved unparalleled success

in helping individuals navigate the complex healthcare and health insurance systems, improve their health

and become more effective healthcare consumers, as well as how we help Human Resources departments

administer important programs.

The Health Advocate Advantage

Health Advocate’s key distinguishing factor is the outstanding personalized and dedicated attention provided by

our entire team of highly trained Personal Health Advocates, Wellness and Chronic Care Coaches, EAP+Work/Life

counselors and healthcare, bene!ts and insurance experts, as they help employees and their families resolve

complex issues, improve their health and meet their long-term health goals. We get to know their needs so we

can get the right answers, no matter how complicated or how long it takes. This personalized attention extends

across all issues and programs, whether it’s locating the right doctor, connecting them to the right bene!ts

so they don’t “fall through the cracks,” resolving an uncovered medical bill, or providing them with coaching

to help them reach their optimal health. With help from our dedicated Personal Health Advocates and other

experienced experts, your employees can remain fully productive, health outcomes improve, medical costs are

reduced and the quality of your employees’ overall healthcare experience is enhanced.

About Us

Health Advocate™, Inc., a subsidiary of West Corporation, is the nation’s leading healthcare advocacy and

assistance company serving more than 10,000 clients. We offer a range of solutions to lower healthcare costs,

increase productivity and improve outcomes. West Corporation is a leading provider of technology-driven

communication services.

We Look Forward To Becoming Your Partner

Our staff is poised to work closely with your organization to help you and your employees save time and money.

We invite you to visit our of!ce and take a tour of our operations, to see !rst-hand how our dedicated team can

help you maximize your bene!ts.

4September 2015



Executive SummaryExecutive Summary

Solutions Snapshot

Health Advocate’s personalized employee and employer-based solutions offer a comprehensive

approach that provides one-source support across a continuum of needs. Our employee solutions

help employees improve their health, make more informed healthcare decisions, better balance work

and life demands, connect to the right bene!ts and lower their medical bills. Our complementary

employer solutions support Human Resources departments in achieving streamlined administration

for a wide range of key programs.

Below is a brief description of the solutions offered in this proposal. Additional information about our

entire suite is available in the Spectrum of Solutions section at the back of this proposal.

EAP+Work/Life™ Program

The EAP+Work/Life Program offers employees short-term counseling and support for a range of

personal, family and work/life problems. This early intervention service helps reduce the need for

more costly mental health services, decrease absenteeism and improve productivity. The program

also includes unlimited manager consultation to address workplace productivity issues and critical

incidence planning, con$ict resolution and other organizational issues.

Medical Bill Saver™

Our skilled negotiators work with providers to help lower employees’ non-covered, post-service

medical and dental bills over $400, for signi!cant savings. Employees are not charged any upfront

fees to use this service.

5September 2015



SolutionsHealthAdvocate

Section 2

6September 2015



What is the Health Advocate EAP and Work/Life program?

The EAP+Work/Life Program offers employees short-term counseling and support for a range of personal,

family and work/life problems. This early intervention service helps reduce the need for more costly mental

health services, decrease absenteeism and improve productivity. The program also features unlimited manager

consultation to address workplace productivity issues and critical incidence planning, con!ict resolution and

other organizational issues. Services are available in over 150 countries for employees working outside the U.S.

How does the EAP and Work/Life program work?

Employees can call Health Advocate’s toll-free number for con#dential, short-term professional counseling,

focusing on coping skills for a full range of emotional, family and work-related issues. If needed, the employee

can be referred to ongoing treatment or special care.

Employees can also call the same number for one-on-one help to locate work/life services for concerns across

the lifespan, from adoption to eldercare. As a complement to the personalized program, they may log on to

the website to search for work/life information including provider databases and articles on a range of topics.

If necessary, employees can be easily transitioned to our Core Health Advocacy service for personalized help to

resolve a full range of healthcare and insurance-related issues.

Who is eligible?

Our EAP and Work/Life program assists employees, their spouse and dependent children, as well as their

parents and parents-in-law. Employers and employees #nd our expanded eligibility coverage valuable, as senior

issues increasingly impact the workplace.

EAP+Work/LifeTM

HealthAdvocate

7September 2015



HealthAdvocate EAP+Work/Life

What are the features of the EAP and Work/Life program?

• Short-term counseling focused on coping strategies (see pricing page for speci#c options included)

• Licensed counseling for stress, depression, family issues, substance abuse and more

• Referral for long-term counseling or specialized care, as needed

• Work/life specialists locate, determine availability for eldercare, childcare, legal and other support services

• Access to website to self-search work/life provider databases, articles, webinars and onsite seminars

• Unlimited HR or management consultations to address sensitive employee issues

• Critical incident planning and initial disability consultations involving mental health or substance abuse

• Reports on effectiveness of EAP program

• In-person or telephonic counseling, 24-hour emergency service and other features available to employees

working outside the U.S.

• Promotional and employee communications available in multiple languages

• Global Account Managers and local liaisons for large employers

• Seamless integration with Core Health Advocacy service to help #nd the right doctor or specialist,

schedule earliest appointments, untangle medical bills, clarify coverage and more

What are the bene#ts of the EAP and Work/Life program?

• One-source service access

• Intervenes and helps resolve issues in earliest stages

• Reduces need for more costly mental health services

• Helps employees balance work/life demands

• Improves productivity, reduces costs

• Decreases turnover and absences; fewer labor disputes

• Unlimited manager consultation to address workplace productivity issues

• Personalized assistance available to employees working outside the U.S.

• Seamless integration with Core Health Advocacy service

• Saves time and money

8September 2015



What is the Health Advocate Medical Bill Saver program?

The Medical Bill Saver program offers our expertise to negotiate lower costs on employees’ non-covered,

post-service medical and dental claims on bills of $400 and over, for signi!cant savings. Employees are not

charged any upfront fees to use this service.

Medical Bill Saver supports consumer-driven health plans, reduces employee out-of-pocket costs, and offers

!nancial relief to both employers and employees.

How does the Medical Bill Saver program work?

When an employee calls our toll-free number about a non-covered medical or dental bill over $400, they will

be directed to send or fax the bill to one of Health Advocate’s skilled negotiators who knows the ins and outs

of billing practices. We will work on the employee’s behalf, regardless of insurance or bene!t status. Using fee

benchmarking databases, the negotiator works with the provider to get a discount that can help the employee

save hundreds, and sometimes even thousands, of dollars. Employees receive a Savings Result Statement

summarizing the outcome.

Who is eligible?

Our Medical Bill Saver program assists employees, their spouse and dependent children, as well as their parents

and parents-in-law. Employers and employees !nd our expanded eligibility coverage valuable, as senior issues

increasingly impact the workplace.

Medical Bill SaverTM

HealthAdvocate

9September 2015



What are the features of the Medical Bill Saver program?

• Experienced special negotiation team

• Negotiations for non-covered medical and dental bills of $400 and over

• Use of critical pricing trend information, fee benchmarking databases

• Easy-to-read Savings Results Statement provided to employee summarizing negotiation

• Provider sign-off on payment terms and conditions

• Seamless integration with Core Health Advocacy service for help with complex conditions, insurance issues,

!nding the right providers, preparing questions to ask the doctor and much more.

What are the bene!ts of the Medical Bill Saver program?

• “Safety net” for employees with consumer-driven health plans

and health spending accounts

• Successful track record achieving signi!cant savings

• Educates employees about covered and non-covered services

• Can lead to smart healthcare decisions

• Expedites rapid payments to providers, generating

larger discounts

• Reduces medical claims and burden on HR staff

• Increases employee productivity

• Turnkey communications promote awareness and utilization

• Seamless integration with Core Health Advocacy service

HealthAdvocate Medical Bill Saver

Member Savings*$2,516

Case Study

Bill Charged ......................................... $5,032

Negotiated Discount ............................... 50%

Resolution: Health Advocate worked with

the provider to signi"cantly reduce the bill.

*The savings on case studies cannot be

guaranteed. Results may vary.

10September 2015



PricingHealthAdvocate

Section 3

11September 2015



PricingHealthAdvocate

12

The pricing for the programs included in this proposal are as follows:

Programs________________________________________________________________________________________________

EAP+Work/Life (1-6 Sessions) + Telephonic EAP + Medical Bill Saver________________________________________________________________________________________________

Notes

Eligibility: The fee covers eligible employees, their spouses, dependent children, parentsand parents-in-law, except as otherwise noted.Communications Materials: Health Advocate will provide our standard communicationmaterials to the client for distribution to employees enrolled in the program.Covered Employee Lives: Based on a population of 8,200 employees.

Cost

$0.95 PEPM

September 2015

Brevard Public SchoolsSeptember 2015


Pricing

EAP+Work/Life Services

The Health Advocate Basic EAP Service

• A 24-hour Emergency Hot Line.

• Unlimited Telephonic Critical Incident Stress Debrie!ng Support.

• Professional telephone evaluation for the nature and scope of employee personal problems, and referral,

if needed, to appropriate professional counseling or other necessary care; this referral, which is offered

by Health Advocate, may or may not be utilized by the EAP Member.

• In Person Sessions (“Sessions”) assessment and short-term problem resolution by network of quali!ed

EAP consultants.

• Case management for in-patient and out-patient treatment.

• Unlimited Telephonic Manager Consultations.

Access to Health Advocate Telephonic and Web Based Support for Work/Life Services

• Childcare: Child Care Centers, Family Child Care Homes, Nanny Agencies, Summer Camps,

Babysitter Tips, Community Resources.

• Eldercare: Nursing Homes, Assisted-Living Facilities, Independent Living Facilities, Home Healthcare,

Hospice, Respite Care, Geriatric Care Managers, Senior Centers, Adult Day Care Centers, Community

Services and Resources.

• Legal: Family Law Issues, Real Estate, Criminal Matters, Estate Planning, Motor Vehicle, Elder Law.

• Financial: Debt Management, Budgeting, College Funding, Retirement Strategies, Life Insurance Needs.

• Unlimited Telephonic and Web Based Consultation.

Available Worldwide

• Assists employees living/working outside the U.S.

• 24-hour emergency service for employees and eligible family members

• Toll-free hotlines or collect call numbers available

• Telephonic or in-person counseling provided in English or the local language

• Network of local multi-disciplinary counselors in over 150 countries

• Promotional and employee communications available in multiple languages

• Global Account Managers and local liaisons for large sites

Reporting

• Statistical management reports will be provided to Client showing aggregate EAP activity.

13

The number of Sessions is available up to 6 per issue per year.

September 2015



Pricing

Employee Awareness

• Client agrees to take reasonable steps to encourage and promote employee awareness and utilization

of the EAP Services, including providing periodic program reminders and other related communications

and reinforcement of the availability of these Services.

Health Advocate EAP Seminars and Workshops

• $250 per hour plus travel and related expenses.

• Health Advocate EAP seminars and workshops effectively empower employees and managers with

takeaway skills and behavioral techniques, making an immediate difference in on-the-job performance.

Critical Incident Stress Debrie!ng - Trauma Assistance

• $275 per hour plus travel and related expenses.

• Health Advocate EAP will meet and/or assist with the Critical Incident Stress Debrie!ng (CISD) Team

if a disaster or crisis occurs. Health Advocate EAP has designed speci!c crisis debrie!ng protocols to

assist in any matter.

Organizational Development

• TBD based on the needs of the organization.

• Today’s business climate must continuously adapt to meet the needs of an increasingly complex

environment. These forces can affect productivity, absenteeism, turnover and job satisfaction.

To minimize these effects, organizations must be able to analyze present performance, predict future

challenges, and modify current systems and practices when needed.

Substance Abuse Professional (SAP) Evaluations

• Fee-for-service: $350 to $500 per case.

• Health Advocate EAP will provide substance abuse evaluations for all DOT violations. Health Advocate

EAP is committed to keeping companies in compliance with the Drug Free Workplace Act (PL 100-690)

and the speci!c Department of Transportation (DOT) regulations, Part 382.

14September 2015



CapabilitiesHealthAdvocate

Section 4

15September 2015



CapabilitiesHealthAdvocate

Below is a brief summary of our capabilities that support the offerings in this proposal. Health Advocate has

invested in a highly trained, highly experienced and ever-growing team of healthcare and wellness experts.

Our investment also includes the latest, integrated telephone and database technologies that enable us

to provide outstanding service to our clients.

Health Advocate is committed to offering state-of-the-art upgrades, re!nements, improved strategies and better

systems, as well as ongoing training of our staff to ensure that our clients receive consistent, quality service.

We work closely with our clients to ensure seamless installation of our programs, and have developed a robust,

turnkey communications program to help support broad awareness and utilization of our service.

Superior Team Quali!cations

Health Advocate’s founders have more than 100 years of combined experience in the healthcare industry,

and have recruited extremely talented and experienced individuals to comprise our management and service

teams. Our company possesses superior operational, medical, technical and administrative expertise to meet

the diverse needs of our clients.

Our Team

Our staff is continually trained in navigating all aspects of the healthcare system, to provide the best assistance

and support to employees and employers.

• Personal Health Advocates. Typically registered nurses, supported by medical directors and bene!ts and claims

specialists, our Personal Health Advocates have extensive clinical experience; most have worked for hospitals

or physicians. The ability of our knowledgeable staff to resolve burdensome issues in a compassionate and

dedicated manner is a hallmark of Health Advocate’s Core Health Advocacy service.

• Wellness Coaches. All of our skilled Wellness Coaches have a bachelor’s degree in a health-related !eld

and complete a training period with a senior coach. They are also certi!ed in tobacco cessation counseling by

the American Lung Association, and hold at least one additional certi!cation in a relevant specialty (e.g., exercise

physiology, nutrition, health education).

• Chronic Care Coaches. Typically registered nurses, our Chronic Care Coaches are supported by medical

directors. Most have over 10 years of experience caring for patients with complicated medical problems,

including the chronic conditions supported by the Chronic Care Solutions program. Many have been clinical case

managers prior to joining Health Advocate, and have added training in coaching individuals with chronic disease.

• Licensed Professional Counselors and Work/Life Specialists. Our team of Licensed Professional Counselors

and Work/Life Specialists deliver our comprehensive EAP+Work/Life program. These trained professionals are

experts in a diverse cross-section of specialties including family/parenting issues, stress management, grief and

loss, depression and more.

16September 2015



Capabilities

• Onsite Biometric Screening Staff. Our trained screening professionals include registered nurses, EMTs,

paramedics and health educators. All of our nurses have a state nursing license and must pass the National

Council Licensure Examination. Our EMTs and paramedics must pass the National Registry of Emergency

Medical Technicians exam and possess any state-required licensing. The staff is fully trained and in

compliance with all HIPAA privacy regulations.

• Medical Directors. Our Medical Directors have many years of clinical practice experience and support each

clinical case, communicating with physicians and other professionals, as needed.

• Bene!ts and Claims Specialists. Our experts have extensive experience in employee bene!ts or claims

management for health plans.

• Infrastructure Support Staff. Our IT team has extensive experience and training, including senior-level

experience in applications, data and systems architecture and management, to ensure that our integrated

telephone, computer and database technologies fully support our capabilities. The team also ensures that

our customized member websites allow easy access to the speci!c solutions offered by the client for their

employees, and that our reporting tools create better ef!ciencies to fully support their employees.

• Management Team. Our executive management team includes our !ve founders, who previously led one

of the nation’s largest health insurance companies, and our highly experienced senior managers and other

key executives. Our team has operational, medical, technical and administrative expertise and is uniquely

quali!ed to manage a complex organization while meeting the diverse needs of our clients.

• Ongoing Hiring and Training. We continually recruit candidates who have the expert skill set required to

meet the growing needs of our clients. Our ongoing training and collaborative information-sharing programs

ensure that our team is always up to date on healthcare developments, case outcomes and system upgrades.

Innovative Technology

To enable our Personal Health Advocates to ef!ciently access client bene!t information, expand on our present

services and support our clients’ needs for data integration, we have made a considerable investment in

scalable, innovative, state-of-the-art telephone and computer systems.

Health Advocate’s comprehensive online Customer Relationship Management (CRM) system provides an

integrated environment in which all user bene!t information is assimilated and accessible at the time of an

employee’s call. The system links relevant information including eligibility !les, health bene!t information,

and accompanying program information from dental, prescription, medical and other bene!ts. Our computerized

call switching system can warm transfer calls to other vendors as appropriate.

Detailed case tracking protocols enhance knowledge-sharing among our Personal Health Advocates,

and ensure timely resolution of cases. Further, our system includes sophisticated call tracking and reporting

capabilities, enabling Health Advocate to measure call center performance as part of our ongoing quality

assurance program.

17September 2015



Capabilities

All operations are centralized in our expansive headquarters in suburban Philadelphia, enabling resource

sharing, face-to-face collaboration among team members on all levels, and ensuring a coordinated response to

the employee’s needs.

Health Informatics Division

Health Advocate’s health informatics division, Engage2Health, provides health informatics solutions to support

employers and employees in achieving improved health outcomes and reduced healthcare costs. The division’s

state-of-the-art technology, advanced algorithms and software systems maximize healthcare data to facilitate

our proprietary Health Information Dashboard, wellness and engagement programs. The unit is headed by

a leading health informatics authority and staffed by skilled programmers, statisticians and researchers with

extensive experience performing complex analyses of healthcare data.

Implementation Planning

Health Advocate works closely with our clients to ensure the smooth installation of our program. Our experience

working with organizations, from large national companies to smaller local and regional employers, allows us to

customize an Implementation Plan to meet your speci!c requirements. The following are key elements of our plan:

• Account Manager support

• Focused resources

• Flexibility with launch phase-in

• Comprehensive communications

• Ongoing review

Turnkey Communications

Our ongoing print and electronic communications include a wide range of materials designed to educate

employees about our services and to increase utilization. Many of the materials, such as our newsletters, are

designed to be easily forwarded to employees in a timely manner while our convenient websites provide easy

access to program information. Spanish-language versions are available, and, for an added cost, our team will

work with you to develop customized materials to meet your needs.

18September 2015



Capabilities

Information Reporting

Health Advocate’s comprehensive Group Information Reports provide critical program utilization and savings

information in a user-friendly format. Our reports measure performance and report results on an interaction

basis, listing by major category each activity Health Advocate has worked on through the reporting period.

We report on the time our staff has expended and on the number of discrete contacts required to resolve an

issue. In addition, all activities are assigned an intensity factor that re#ects the seriousness, complexity and

urgency of the matter. We measure “value” based on the combination of utilization, urgency, time spent, and

number of contacts between our Personal Health Advocates and employees. Further, we report and identify

savings that accrue to either plan sponsors or employees.

The Chronic Care Solutions program reports a wide variety of program-level and condition-speci!c metrics to

evaluate program engagement and effectiveness.

Independent Service

Health Advocate is independent of any insurance plan or third party provider, enabling us to provide completely

unbiased assistance. Our team is fully compliant with all HIPAA privacy regulations.

19September 2015



Company OverviewHealthAdvocate

Section 5

20September 2015



Company OverviewHealthAdvocate

About Health Advocate

Health Advocate™, Inc., a subsidiary of West Corporation, is the nation’s leading healthcare advocacy and

assistance company. Health Advocate serves more than 10,000 clients offering solutions that save time and lower

healthcare costs. Our award-winning solutions include EmpoweredHealth, Health Advocacy, Wellness Coaching,

EAP+Work/Life and Chronic Care Solutions, among others. We also leverage the power of data analytics to help our

clients and members get more value out of the healthcare system.

Our client base includes large and small insured and self-insured employers, government bodies, unions and

union health and welfare trusts, af#nity groups, nonpro#t and charitable organizations, schools, school boards and

universities, health plans, third-party administrators and other plan sponsors in virtually every industry.

History

Health Advocate was founded by #ve former executives of one of the nation’s leading health insurance

companies. Equipped with unparalleled, combined experience in the healthcare industry, the founders envisioned

a way to help alleviate the frustration and complexity that many people experience when confronting healthcare

and insurance-related issues. Under their leadership and building upon this mission, the company has grown to

become the largest healthcare advocacy and assistance company in the country.

In 2014, Health Advocate became part of West Corporation, a leading provider of technology-driven

communications services, serving Fortune 1000 companies and other clients in a variety of industries including

healthcare, telecommunications, retail, #nancial services, public safety and technology.

21September 2015



Company Overview

Spectrum of Solutions

Health Advocate offers a full range of employee and employer solutions that provide personalized help across

a continuum of healthcare and insurance-related needs.

Our solutions help employees take charge of their health, make smarter medical decisions, quickly connect to

the right bene!ts, balance work and life demands, understand consumer-driven health plans, and lower medical

bills. Our employer solutions promote improved health outcomes and reduced medical costs by keeping

employees healthier and more productive. They also help ease the burden of administering multiple programs

by integrating key services onto one coordinated platform.

The company also offers a direct-to-consumer service, Health Proponent®, that provides the same expert,

personal assistance with healthcare and insurance-related issues to individuals who are not part of groups.

Company Culture

Maintaining our high standards of performance takes a lot of hard work. It requires ongoing nourishment by a

culture which is sustained by a deeply-held and shared set of values. “Always at your side” is not just a motto;

it is what makes our company so special. Our employees are responsible for helping people deal with

challenging healthcare and insurance-related issues, which require not just expertise, but empathy and

communication. Consequently, we have built our company around empowering our employees with the ability

to provide maximum support to our clients.

In addition to promoting teamwork, we ensure that employees not only have the resources they need to serve

our members properly, but that our work environment can be structured to allow employees to enjoy themselves

within the context of their important work. We have created a supportive workplace, offering fun activities, family

events, and health and wellness programs throughout the year.

Charitable Contributions

Health Advocate’s commitment to helping people extends to local, regional and national charities. Throughout the

year, both employees and the company raise money for and donate time to a variety of charitable organizations,

including: the American Heart Association, the Sandy Rollman Ovarian Cancer Foundation, Inc., The Children’s

Hospital of Philadelphia, Police Athletic League, American Cancer Society, local police departments, local

theater, local colleges and universities, local ambulatory services, etc. We also forge strategic partnerships with

leading regional and national organizations to promote awareness of important health issues, including breast

cancer prevention, heart health and Alzheimer’s disease.

Customer Satisfaction

Our mission is to provide compassionate, resourceful and quality service to clients and employees. Numerous

customer surveys report the highest level of satisfaction and praise for the dedication and perseverance shown

by our Personal Health Advocates to resolve even the most dif!cult challenges. If you would like references,

we would be happy to share case studies with you.

22September 2015



Company Overview

Awards/News Media Coverage

Health Advocate has received widespread recognition from the following organizations and publications:

• America’s fastest growing private companies – Inc. 500 (2007 - 2013)

• Fastest growing technology companies in North America – Deloitte’s Technology Fast 500 (2010 - 2013)

• Worldwide Leader in Service – Workforce Management magazine Optimas Award

• PACT Life Sciences Company of the Year Award (Greater Philadelphia Region)

• Entrepreneur of the Year (Greater Philadelphia Region) – Ernst & Young

• InformationWeek Top Tech Innovations

• Top 20 Best Places to Work – Philadelphia magazine and the Philadelphia Business Journal

• Mobile Application Awards for SmartHelp and Health Cost Estimator Apps - Web Health AwardsSM | MOBILE

• Inc. Hire Power Award for New Job Creation (Pennsylvania)

Health Advocate has been featured in hundreds of national, regional and local print articles, radio and TV

news stories, including: BusinessWeek, The Wall Street Journal, The New York Times, The Washington Post,

The Philadelphia Inquirer, the Los Angeles Times, The Atlanta Journal - Constitution, Crain’s New York Business,

USA Today, U.S. News & World Report, CBS Evening News, NBC 10 TV, Fox 29 News (Philadelphia) and

National Public Radio.

Publications

Health Advocate has published a number of in-depth white papers on a variety of timely subjects impacting

the workplace, including the challenges relating to the rising rate of obesity, stress and caregiving.

In addition, two of the company’s founders co-authored The Healthcare Survival Guide™. This valuable

resource has been widely acclaimed and is the winner of the 2010 IBPA Benjamin Franklin Award for Best First

Book (Non-Fiction) and the 2010 APEX Grand Award for One-of-a-Kind-Publication.

About West Corporation

West Corporation is a leading provider of technology-driven communication services, serving Fortune 1000

companies and other clients in a variety of industries, including healthcare, telecommunications, retail, !nancial

services, public safety and technology. Founded in 1986, West has over 32,600 employees worldwide, working

from 41 locations.

Company highlights:

• World’s largest conferencing provider (InterCall)

• Nation’s leading provider of public safety services

• 90% of the Fortune 10, 89% of the Fortune 100 and 84% of the Fortune 500 use West Corporation

23September 2015



Spectrum of SolutionsHealthAdvocate

Section 6

24September 2015



Spectrum of SolutionsHealthAdvocate

Health Advocate offers a spectrum of fully integrated solutions. Our programs help employees improve their health,

make smarter medical decisions, balance work and life demands, connect to the right bene!ts and lower medical bills.

All of our solutions promote improved health outcomes and lower costs for both employees and their employers.

Our employer solutions ease the burden of administering multiple programs, including internal and external appeals,

bene!ts enrollment and family leave requests.

The following is a brief description of our entire suite of solutions, some of which may have been described

in this proposal.

Wellness Coaching

Our Wellness Coaching Program offers a proven

approach to engage and support members in

modifying unhealthy behaviors to get – and stay –

healthy. A Personal Wellness Coach works

with employees by telephone, email or instant

message to help them make healthy lifestyle

changes and reach their personal health goals.

What makes our program distinctive is our

coordinated approach. We combine personalized

one-on-one coaching, interactive events and

health data analysis to improve health outcomes,

reduce costs and extend lives.

EAP+Work/Life™

EAP professionals provide short-term assistance

and support for personal, family and work/life

issues, and assist HR staff with sensitive issues.

Core Health Advocacy™

Our Core Health Advocacy program is the

cornerstone of what we do, taking a highly

personalized approach to helping employees

navigate and resolve time-consuming

healthcare and insurance-related issues.

Delivered by a team of highly trained Personal

Health Advocates, typically registered nurses

supported by medical directors and bene!ts

and claims specialists, the program helps !nd

in-network providers, obtain second opinions,

resolve claims problems and address a wide

range of other issues.

EmpoweredHealth™

EmpoweredHealth is a powerful, one-stop

solution that connects employees to a

complete range of personalized and integrated

services including advocacy, wellness,

employee assistance and chronic care

support—all through a single, toll-free number.

Encourage Better Health and Well-Being

25September 2015




Encourage Better Health (cont’d)

Data Analytics™

Leading-edge analytics drive interventions

that improve outcomes and strengthen

employee engagement.

Bene#ts Gateway™

Live bene!ts experts connect employees to the

right bene!t through a single toll-free number.

Health Information Dashboards™

Technology analyzes employee bene!t, health

and wellness information to leverage “teachable

moments” and address “gaps in care.”

Personalized Health Communications™

Tailored communications remind employees

about important preventive care, while advanced

information systems identify those with chronic

health conditions to help them better manage

their disease.

Pinpoint Solutions: Dashboards and Analytics

Provides access to key performance indicators

and risk pro!les to easily pinpoint costs

and trends.

Improve Health Outcomes

Chronic Care Solutions™

Chronic Care Solutions is a population-based

health program that uses a unique predictive

modeling approach to identify and risk stratify

members who have (or are at risk for) one or

more common chronic conditions. It provides

personalized support across the spectrum of risk

level, tailored to each individual’s speci!c needs.

Onsite Biometric Screenings™

Provides an accessible, dependable way to

get the crucial baseline data needed to tailor

wellness programs for the highest impact.

Incentive Management™

Help creating and tracking customized

engagement strategies and programs.

Tobacco Cessation™

A 12-week program that features personalized,

telephonic, email or instant message-based

coaching using evidence-based strategies to

help employees become (and stay) tobacco-free.

NurseLine™

Provides 24/7 access to registered nurses for

advice about non-urgent medical conditions

and answers to general health questions.

Promote Healthy Behaviors

26September 2015




Enrollment Advocate™

Specialists educate employees about bene!ts

options, including explaining the details of

consumer-driven health plans.

FMLA Support™

Independent medical team helps verify employee

requests for medical leave, in compliance with

the latest regulations and privacy laws.

Independent Appeals Administration™

Experts provide self-funded companies with

!duciary responsibility for the appeals process

with impartial appeals analysis, in compliance

with all regulations and timelines.

External Appeals Administration™

Helps companies with self-funded plans meet

federal requirements for independent reviews

within strict timelines.

Support Streamlined AdministrationDrive Cost-Effective Decisions

Strengthen Organizations

Health Cost Estimator™

Health Cost Estimator™ (HCE), our powerful

pricing transparency tool, helps reduce medical

costs and promotes more informed healthcare

decision-making. Leveraging client healthcare

data and other, national data sources, the tool

provides detailed cost comparisons and hospital

quality scores for common medical services and

procedures nationwide.

Medical Bill Saver™

Experts negotiate with providers to lower

employees’ non-covered medical and dental bills.

MedChoice Support™

Comparative tool helps employees make more

informed decisions about their medical care.

Provider Support Program

Patient outreach, administrative and clinical

assistance, and data analytics helps organizations

maximize revenue, enhance customer service and

build brand loyalty.

Provider-Centered Analytics

Tailored, data-driven analytics measure physician

performance to help improve quality of care and

reduce costs.

Medicare Advantage Stars Program™

Targeted patient engagement and data sharing helps

Medicare Advantage plans earn higher CMS ratings.

27September 2015



Member CommunicationsHealthAdvocate

Section 7

28September 2015



Exclusively for Health Advocate Members

Get StartedWelcome to Your Health Advocate All-in-1 Bene!t

Health Advocate is a service provided by your employer or plan sponsor, at no cost to you. It can help

you and your eligible family members resolve healthcare and insurance-related issues, and balance

your work and life. We look forward to serving you!

Healthcare HelpGet the right answers

EAP+Work/LifeReal support when you need it

Featuring!

Member CommunicationsHealthAdvocate

Help is aPhone CallAway

©2010 Health Advocate, Inc.

HA-M-1005036

Just Call866.695.8622

Find the right doctors, hospitals

Untangle insurance issues

Navigate healthcare claims

...and lots more!Just Call866.799.2728 Healthcare HelpWellness Support

EAP+Work/Life

YourAll-in-1Bene!t


HA-M-1005036

Healthcare Help

Just Call866.799.2

866.799.2728Wellness Supp

Just Call866.695.8622

Healthcare Help

YourAll-in-1Bene!t

©2010 Health Advocate, Inc.HA-M-1005036

Wellness Support

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Untangle insurance issues

Navigate healthcare claims

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Health Advocate has developed a comprehensive communications program to help support awareness and

utilization of our services. Below is an overview of available materials.

Member Welcome Video

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Train-the-Trainer PowerPoint

Our staff offers “Train-the-Trainers” sessions for managers for an in-depth

brie!ng about Health Advocate prior to launch. They will also provide a

PowerPoint as a handy reference.

Get Started Guide

Our guide, available for distribution to employees, provides an easy-to-read

overview of Health Advocate and how to use the program. A set of wallet

cards is enclosed with each guide.

Video Resources

• Member Orientation Video. This video reviews how Health Advocate

works, and how our service can assist your employees and their eligible

family members.

• Health Advocate in the News. Copies of news stories feature case studies

about how Health Advocate helped with healthcare-related issues, and

include segments on NBC10 TV, the CBS Evening News and FOX 29 News.

These videos can be shown at employee meetings or sent by email.

Awareness Posters

As part of our awareness campaign, we provide a number of different posters,

and we recommend that you display them in prominent areas. English and

Spanish versions are available. Additionally, our table tent card displays are

available for use on cafeteria tables, workplace counters, etc.

29September 2015



Member Communications

Reminder Materials

A series of Health Advocate electronic reminder pieces is available to clients to

email to employees throughout the year to reinforce utilization. Print versions of

selected pieces are also available.

Member Newsletter

Our member newsletter is sent electronically to plan sponsors, which can

then be forwarded to employees to help strengthen utilization.

Manager’s “Take-One Wallet Card” Pads

These handy pads with attached wallet cards provide a ready resource to remind

employees about Health Advocate.

Custom Materials

We will be happy to work with you to customize our standard materials that can

feature your organization’s logo or other special messages, for an additional fee.

Your Personal Health Advocate is your Partner in Health

Count on Us


@yourservice

get to the right place with Bene!ts Gateway™

Your Complete Wellness Coaching Program for a Healthier Life


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Take Control Exclusively for Health Advocate Members

Assistance and resources for personal, family and work issuesReal-Life Help

@yourservice

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Monthly Webinar • Tuesday, June 19th

HealthAdvocate™

HealthAdvocate™

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Get cost estimates

You’ll receive estimates

of common medical

procedures in your area

to help you make

informed decisions.

Work with insurance companies

Our team works on

your behalf to obtain

appropriate approvals for

needed services.

Answer questions

We help you become

informed about test

results, treatments and

medications prescribed

by your physician.

Assist in the transfer of medical records

We’ll also handle the

details of transferring

X-rays and lab results.


Help is Only a Phone Call AwayYour Health Advocate bene!t is paid by your employer or plan sponsor and

covers eligible employees, their spouses, dependent children, parents and parents-in-law.


HA-CM-1206036-1FLY

866.695.8622

Find the right doctors

We’ll also locate the right

hospitals, dentists and

other leading healthcare

providers anywhere in

the country.

Schedule appointments

We can help expedite

the earliest appointments

with providers including

hard-to-reach specialists

and arrange treatments

and tests.

Help resolve insurance claims

Our experts get to the

bottom of your issue to

assist with negotiating billing

and payment arrangements.

Assist with eldercare

We address senior issues

such as Medicare and

related healthcare issues

facing your parents and

parents-in-law.

Top Reasons to Call Us... 866.695.8622

HealthAdvocate.com/members

...and much more

Independent. Con"dential. Convenient. Health Advocate is not af"liated with any insurance

or third party provider. Health Advocate does not replace health insurance coverage, provide

medical care or recommend treatment.

©2012 Health Advocate, Inc. HA-CEM-1202035-2FLY

You could be at risk for developing high blood

pressure—or already have it and not even know

it. Regular blood pressure checks are especially

important if…

High blood pressure runs in your family

Your blood pressure is above 120/80

You’re over age 55 (men), or over age

65 (women)

You’re overweight, smoke or have

other risk factors

Are you at risk?

Stop the “Silent Killer!”

Don’t Delay!

Free Resources Available

In partnership with HealthyWomen, the nation’s leading

nonpro!t health information source for women, we encourage

you to download a free “Heart-to-Heart” high blood pressure

booklet that offers details about high blood pressure, risk factors,

questions to ask your doctor, a tracking sheet and more.

http://HealthAdvocate.com/downloads/heart_to_heart.pdf

High blood pressure is a widespread condition affecting 1 in 3 adults

in the U.S. But many people don’t know they have it until they !nd out

during a doctor visit. It develops slowly and without any symptoms, and

if it’s not treated, it can lead to a heart attack, stroke, or other

life-threatening conditions.

High Blood Pressure

Exclusively for Health Advocate Members 866.799.272824/7 Support

Getting checked could save your life! You can have

your blood pressure checked in a number of ways.

The best way is to have it checked by your doctor or by a

trained clinician at a health fair. Walk-in clinics (sometimes

called urgent care clinics) are another option—clinicians

are on hand for quick, low-cost or free checks.

, the nation’s leadi

omen, we encourage

high blood pressure

lood pressure, risk

sheet and more.

e.com/downloads/heart_to_heart.pdf t_to_heart.pdf t_to_heart.pdf

866.799.2728

You can have

checked in a number of ways.

ur doctor or by a

-in clinics (sometim

option—clinicians

checks.Navigating the

Healthcare and

Insurance maze

Your Lifeline for

your logo here

30September 2015



Getting Started: Next StepsHealthAdvocate

Section 8

31September 2015



To initiate the Health Advocate program and ensure a smooth installation, we would be happy to arrange

a meeting to discuss the following next steps:

Getting Started: Next StepsHealthAdvocate

Finalize the Group Agreement

Select an effective date

Finalize the Implementation Plan

Train your management team

Train our employees about your organization

Review communications

Distribution of employee materials

Getting Started:

In order to begin the implementation process, please contact:

HealthAdvocate

32

Cynthia K. Persico, CEAP, MHSRegional Vice President, EAP+Work/Life Solutions

[email protected]

September 2015


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