umr style guide -...

UMR Style GuideMaintaining our brand identity

Version 1.6 • Last updated: 4.2.13

The importance of imageUMR is more than the name of a business unit. It is our brand.

Our name is a valuable and important symbol of our corporate

identity. A brand represents the personality of a company. Our

customers, producers and neighbors will form opinions about

our brand … and about us based on how we present ourselves

in the marketplace and in the community. Therefore, it is critical

that we preserve how and when our name is used through a

defined, structured corporate identity program.

This guide explains the rules for using the UMR name and our

other business unit names, as well as our overall approach to

communications. We insist that the rules set down within this

guide be strictly followed. To deviate would not only erode our

good name but also endanger it. After all, “raisin bran,” “linoleum”

and “elevator” were all once brand names.

The success of our corporate identity program (our brand)

depends, in part, upon consistent use of our corporate logo.

By following the guidelines within this manual, we can begin

to build an easily identifiable and positive image of UMR. With

consistent use, the name UMR will symbolize our company’s

strong values and promising future.

UMR Marketing Communications

Introduction

When in doubt, check the style guide!

1 Written communications

2 How to use our logo

3 Print materials

4 Electronic media

Table of contents

1 Written communications

1.1 General guidelines

1.2 Important writing tips 1.2 Active voice 1.2 Concise writing 1.2.1 Specific content 1.2.1 Simple text 1.2.2 Interesting content 1.2.2 Nonsexist language 1.2.3 Professional and friendly 1.2.3 Orderly structure

1.3 Style specifics 1.3 Abbreviations/acronyms 1.3 Academic degrees/universities 1.3 Addresses 1.3 Ampersand (&) 1.3.1 Bullet points 1.3.2 Bylines 1.3.2 Capitalization 1.3.3 Commas 1.3.3 Company names 1.3.3 Company positions/titles 1.3.4 Composition titles

1.3.4 Contractions 1.3.4 Court decisions 1.3.4 Dash 1.3.4 Dates 1.3.4 Fractions/percentages 1.3.5 Hyphenation 1.3.5 Initials 1.3.5 Italics 1.3.5 Numbers 1.3.6 Phone numbers 1.3.6 Possessives 1.3.6 Professional designations 1.3.6 Quotation marks 1.3.6 Semicolons 1.3.7 States 1.3.7 Times/time zones 1.3.7 Web URLs

1.4 Quick reference guide 1.4 Frequently used terms

1

General writing guidelinesThis style guide is your main resource when working on any

written communications.If you don’t find it here, refer to the

UnitedHealth Group Style Guide or our primary external resource:

The AP Stylebook.

Our secondary external resource is Webster’s New World College

Dictionary (Fourth Edition).

Your goal when writing letters, memos and other documents for

UMR is to create a clear, professional and reader-focused message.

If you are successful, the reader will understand your letter or

memo and be less likely to have questions. Second, since everyday

communication tools are also important public relations tools,

you will help us maintain a positive UMR image. Finally, your

reader will more likely give the response you want when he or she

understands your message.

Your goal when writing letters, memos and

other documents for UMR is to create a clear, professional and reader-

focused message.

1.1

Important writing tipsWriting is hard work! Expect to spend some time and effort at it. Use a dictionary. Use spell check. Read your

writing before you send it out. Ask someone else to proof it, as well.

Write to express–not impress.

Active voice

• Always use the active voice, placing the verb (the action) immediately after the subject (the actor). Every

sentence has an actor and an action: Spot (actor) runs (action) to Jane.

Content written in a passive voice comes across as dry and indirect. By contrast, content written in an active voice

comes across as immediate and newsworthy. If you read “A dog was bitten by a man,” it would not grab your

attention as quickly as “Man bites dog!”

Example: Passive: The information needed to set up your claim reporting database will be gathered by our experts.

Active: Our experts gather information to set up your claim reporting database.

Concise writing

• Write the most concise document possible by avoiding repeated words and ideas and eliminating extra words.

Avoid jargon, use short sentences, and keep your writing conversational.

Example: Wordy: In today’s meeting we were happy to be able to welcome John Doe, who took the time to join

us. He gave us very valuable feedback on our new product at the meeting. If you have questions

about his comments, please feel free to call him at extension 55555. (49 words)

Concise: In today’s meeting we welcomed John Doe, who provided valuable feedback on our new

product. For details, call John at extension 55555. (22 words)

1.2

Simple text

Substitute simple words for wordy, overused phrases. Here are some examples:

Use: Rather than:About In regard to, in the matter of, with reference to, in relation to,

with regard to

Although Despite the fact that, in spite of the fact

Because As a result of, as a consequence of

Since In view of the fact that, owing to the fact that

Before In advance of, prior to, previous to

For In favor of, for the period/purpose of

Help Facilitate

If In the event that, if for some reason

In In terms of

Later At some future time, at a later date

Near In the proximity of

Now At the present time, as of this date, as of this writing, at this point in time

On On the occasion of

Soon At an early date, in the near future, as soon as possible, sometime soon

To In order to, for the purpose of, so as to, with a view toward

Use Utilize, utilization of

Specific content

• Present information in a lively, interesting voice by using specific rather than

general words, fresh rather than boring phrases and strong verbs.

Example: General: The ice cream store has many flavors and toppings.

Specific: The ice cream store offers 24 ice cream flavors, including a new

flavor of the day, plus nine delicious toppings and fresh fruit to create your

favorite sundae.

Weak verb: Bob will provide you with assistance in determining the best

report to use.

Strong verb: Bob will help you find the best reporting option.

1.2.1

Nonsexist language

Use words like: • Chair instead of chairman

• Workers’ compensation instead of workmen’s compensation

• He or she rather than he

You can also eliminate the pronoun by:• Using plural rather than singular (people, they)

• Changing the pronoun to an article (a, the)

• Using a first or second person pronoun (I/we/you)

• Substituting a genderless language

(staff, representatives, supervisors)

Use parallel language:• Men and women

• Gentlemen and ladies

• Boys and girls

• Husband and wife

Interesting content

• Make sure you hook the reader into your document within the

first four words by avoiding tired opening phrases and focusing

on information that interests the reader most. In business writing,

remember readers care more about themselves than about

you. Mentioning specific benefits to them can draw them into a

brochure, proposal or direct mail piece. Another good approach

is to set up a problem and solution or case study. You present a

puzzle that the reader will want to solve:

Example: Specific advantage: Interested in managing cash flow and

controlling claim costs? UMR can do all that for you…and

more!

Problem and solution: A typical benefits manager spends

too much time returning too many phone calls to different

benefits administrators, wading through stacks of reports

with inconsistent formats, dealing with problems arising

from handoffs between carriers and forwarding eligibility

to different locations. With UMR, all you have to make is

one phone call to one company.

1.2.2

Professional and friendly

Your tone establishes our

organization’s personality and

creates a relationship between

the company and its producers,

customers or prospects.

Don’t be too informal:Hey Bob! Just sending along the

information you asked for.

But you also don’t want to become too pompous:Dear Mr. Smith: Enclosed please

find the information which was

requested in our telephone

conversation of May 14.

A professional tone captures the seriousness of the pompous letter and the friendliness of the other: Dear Mr. Smith, I am sending

you the brochure we discussed

on Friday.

Orderly structure

Give your points an orderly

structure from the first line of

your introduction to the last

line of your closing paragraph.

Provide information in a logical

sequence and use subheadings

to help entice the reader

through the text.

Formal ConversationalAccompany Go with

Accordingly So

Aforementioned These, the

Appeared to be Seemed

Assist, assistance Aid, help

Attributable Due

By means of By

Commence Begin, start

Compensate Pay

Correspondence Letter

Drugs Medication (except in a formal name like: Prescription Drug List)

Foregoing These, the

Furthermore Also, in addition, plus

Implement Carry out, start

Inasmuch as Because, since

Indebtedness Debt

Informed Told

In order that For, so

In order to To

In the amount of For

In the event that If

Possessed Had

Prior to Before

Provided that If

Purchase Buy

Request Ask

Similar to Like

Stated Said

Terminate End

UHC UnitedHealthcare (do not abbreviate)

Utilize Use

Visualize See

Whether or not Whether

With regard to About

Examples of formal and conversational words:

1.2.3

Style specifics

Abbreviations/acronyms

• An acronym is a word formed from the first or first few letters

of a series of words (BMI from Body Mass Index)

• In general, avoid alphabet soup. Do not assume your readers

will recognize an acronym or abbreviation. Spell out on first

reference.

• Include acronyms and initials in parentheses after first

reference: certified employee benefits specialist (CEBS). On

second reference, use the acronym or abbreviation.

• Do not use periods between the letters. Do not capitalize

acronym descriptions unless it is a formal entity.

• Spell out chief executive officer, chief financial officer, chief

operating officer, chief information officer, etc. on first

reference. Use initials on second (John Doe, chief executive

officer, said … The CEO was adamant …).

• FAQ is the acronym for frequently asked questions, and

should be spelled out on first reference.

Academic degrees/Universities

• Use an apostrophe in bachelor’s degree and master’s degree.

Both are lower case.

• Avoid abbreviations–B.A., B.S., M.A., Ph.D.– unless you need

to identify many individuals by degree on first reference

• Use University of Wisconsin-Madison, University of Michigan

Ampersand (&)

• With the exception of charts and tables, do not use an

ampersand “&” in place of “and”

Example: Correct: Write and proofread your letter.

Incorrect: Write & proofread your letter.

• Use “&” only if part of a formal name

Example: Johnson & Smith, Inc.

1.3

Addresses

• Use the abbreviations: Ave., Blvd.,

and St. only with a numbered

address (608 Pine St.). Spell out

and capitalize when part of a

formal street name without a

number (Pine Street).

• Spell out alley, drive, road,

circle, and other similar words.

Capitalize when used as part of a

formal name without a number

(Bluebonnet Circle)

• Use figures for an address number

(112 Vine Alley)

• Abbreviate directions (E., N.E.) if a

number is used (345 E. 42nd Ave.).

Do not abbreviate if the number

is omitted (East Third Street).

• Abbreviate states according to

U.S. Postal Service regulations

when used in an address (540

Pine St., Phoenix, AZ)

Bullet points

• Use bullet points for lists; use numbers for procedures or steps.

Example: Bullet points

The following items are included in your package:

• Ruler

• Ball of string

• Notebook

Numbers

After you receive the electronic file, follow these steps:

1. Double click on the file to open it.

2. Click and scroll down the menu bar to the “save as” option.

• Capitalize the first word in a bullet point.

• Don’t use ending punctuation if the bullet is a fragment/phrase or just

one sentence, unless there are bullets within the same bullet list that have

multiple complete sentences. In that case, use ending punctuation for all

of the bullets in the list for consistency (see the “Consider these stress tips”

bullet list example at right).

• Use ending punctuation in multiple complete sentences within the

same bullet.

• Try to remain consistent by using only phrases/fragments or all complete

sentences within a group of bullet points.

• Use single spacing when the list contains bullet points that are only one line

Example: UMR Care Management provides these services:

• Case management • Utilization management • Disease management • Health and wellness • Maternity management • NurseLine

• If a list contains bullet points with two or more lines, add a space

between bullet points

Example: Consider these stress tips:

• Take one thing at a time to avoid feeling overwhelmed.

• Look for humor in everyday life. Laughter is the best medicine.

• Get regular, physical activity. Find time for some activity every day.

1.3.1

Bylines

• Capitalize “By” and identify author by job title: “By Jane Doe, business

development coordinator”

• Use upper and lower case and print in bold-face type

Capitalization

• In general, avoid unnecessary capitals. Use upper case letters sparingly, especially

in marketing and member materials as they tend to make text look more

complicated, intimidating and less easy to read.

• Capitalize formal names of departments and products but do NOT capitalize

general industry terms.

Examples In recent years, health and wellness programs and disease management

programs have shown tremendous growth in popularity.

UMR has offered a disease management program for many years.

UMR Care Management has a fully trained staff of health and wellness coaches.

• Capitalize nouns that distinguish a unique identification for a person or place

Example Michael, Alice, South America and Rhode Island

• Common nouns such as street, river, political parties and areas of the country are

capitalized when designated as part of the full name. When used in plural cases,

the common noun is lowercase.

Example Market Street, Nile River, Green Party, the Northeast

Democratic and Republican parties, Grand and Central streets, and lakes

Superior and Michigan

• Other nouns that are capitalized:

Days of the week and months: Tuesday, January

Holidays and holy days: Veterans Day, Easter

Periods and special events in history: Ice Age, World War II

Official documents: Declaration of Independence

Geographical names: Andes, Sahara Desert

Languages, nationalities, races and religions: Spanish, Asian, Jewish

1.3.2

Company names

• Our legal name is UMR, Inc. When using the legal

name, use a comma before Inc. (UMR, Inc.)

• Our trade name is UMR. Our trade name is what we

use for advertising, promotion and marketplace

identity.

• UMR is our brand. NEVER refer to UMR as United

Medical Resources.

• UMR is the third-party administrator unit of

UnitedHealthcare.

• NEVER refer to UnitedHealthcare as UHC or United.

• UnitedHealth Group is the parent of managed

care and benefit organizations, including

UnitedHealthcare.

• NEVER refer to UnitedHealth Group as UHG or

United.

• “UnitedHealthcare Options PPO” is a

UnitedHealthcare preferred provider network. NEVER

refer to it as United Options or Options.

Commas

• Commas and periods ALWAYS go inside quotation

marks (“I work in enrollment,” he said.)

• Use commas to separate elements in a series. Do

not use a comma before the conjunction in a simple

series: The flag is red, white and blue. He would

nominate Tom, Dick or Harry.

• If an integral element of the series requires a

conjunction, put a comma before the concluding

conjunction: I had orange juice, toast, and ham and

eggs for breakfast.

• Use a comma before the concluding conjunction

in a complex series of phrases: The main points

to consider are whether our products are priced

appropriately, whether they offer value-added

service, and whether they are in market demand.

Company positions/titles

• Use uppercase, no commas when a title

comes BEFORE a name (Claim Service

Representative Jane Doe)

• Use lowercase and comma when title

FOLLOWS a name (Jane Doe, claim

service representative)

Exception – Do capitalize a job

title when it appears after the

name in a headline or address:

Jane Doe, Vice President of

Marketing, UMR

• Spell out chief executive officer, chief

financial officer, chief operating officer,

chief information officer, etc. on first

reference. Use initials on second (John

Doe, chief executive officer, said … The

CEO was adamant …).

1.3.3

Composition titles

• Capitalize principle words in titles of books and

other publications. Italicize full title (Employee

Benefits News).

• Put quote marks around names of movies,

operas, plays, songs, TV programs, speeches,

lectures and works of art (“Mona Lisa,” “60 Minutes,”

‘Man Bites Dog’)

• Use only one quote mark in headlines

Contractions

• We often use contractions (aren’t, you’ll, they’ll,

don’t) in UMR member materials to be more

conversational and reader friendly. Contractions

are usually not appropriate for other audiences or

formal business communications, however.

Court decisions

• Capitalize the parties involved and lowercase “vs.“

(Jones vs. Smith)

Dash

• Use the em dash to indicate a sudden break in

the sentence

• Use a dash between phrases/fragments; don’t use a

hyphen instead of a dash

• No space before or after the em dash

Example: The bills were adjusted–as indicated in this

statement–and credit was added.

Dates

• Use just the year unless occurrence was in a

previous calendar year (She was appointed

president in 2007. She was appointed vice

president in April.)

• Use a comma after the year in a date (The Jan. 16,

1997, issue of Business Week)

• When a month is used with a specific date,

abbreviate the month (Sept. 1 or Nov. 8, 2008)

• When a month is used alone or with a year, spell it

out (October 2000)

• Do not use a comma between month and year

(January 2008)

• Do not use December of 2008. Instead, use

December 2008.

• Do not write “The system will be installed Aug. 31.”

Instead, write “The system will be installed on Aug.

31” or “The system will be installed the end

of August.”

• Use numbers alone for calendar days; don’t use

suffixes (Sept. 21, not Sept. 21st)

Fractions/percentages

• Spell out amounts less than one, using hyphens

between the words (one-third, four-fifths). Use

figures for precise amounts, converting to decimals

whenever practical ($4.2 million).

• With the exception of charts and tables, always use

figures and spell out the word percent (4 percent)

• For amounts less than 1 percent, precede the

decimal with a zero (0.4 percent)

• Repeat the word percent with each individual

figure (10 percent to 20 percent)1.3.4

Hyphenation

• Hyphens are joiners. Use to avoid ambiguity or to form a

single idea from two or more words. (co-worker, long-range

planning, two-year contract)

• When words forming an adjective come after a noun, do NOT

hyphenate: “The contract is for two years.”

• Use a hyphen with compound adjectives: state-of-the-art

technology

• Hyphenate compound adjectives that precede a noun such as

out-of-network care and over-the-counter drugs

Exception: the adverb VERY and all adverbs ending in

“ly” – “A very easy job” and “fully insured”

• “Non” is not usually hyphenated, such as nonfiction or

nonactive. Exceptions are awkward terms with double

consonants, such as non-nuclear.

• If you cannot find a word that begins with “pre” in the

dictionary, it is usually hyphenated. (pre-authorization)

• Hyphenate awkward terms such as pre-existing.

• “Wide” at the end of a word is typically not hyphenated, such

as nationwide or citywide

• Do not hyphenate “biweekly,” “coinsurance” or similar terms

• Never hyphenate set up. Use set up (verb) or setup (noun).

Numbers

• Spell out numbers nine and

below. Use numerals for 10 and

above, EXCEPT at the beginning

of a sentence. Try to avoid

beginning a sentence with a

number.

• Include commas in numbers

greater than 999 ($1,500;

230,000)

• Dollars and cents: Use

numerals–5 cents, $1.55,

$750,000, $12 million

• Round off if possible ($2.5 million

rather than $2,495,000)

• Always use numerals for ages

• Use numbers when referring to

pages (continued on page 3)

• Use numerals for all numbers

within a bullet list, table or graph

Initials

With the exception of promotions, do not use middle initials in

a name unless two people share the same first and last names

(Jane R. Doe and Jane M. Doe)

Italics

Use italics to indicate:

• The names of ships and watercraft: USS Wisconsin

• The names of books, newspapers, newsletters and magazines:

Harry Potter and the Sorcerer’s Stone, The New York Times and

Newsweek

• Editor’s notes and photo captions

1.3.5

Phone numbers

Use a 1 in front of the number, include the area code and

use hyphens to separate the parts of the phone number.

Example

If you need additional ID cards, please call UMR at

1-800-320-3206.

Possessives

• Form the possessive of singular nouns by adding an

apostrophe and an “s” (John’s dog)

• Do NOT use ’s as a plural:

Correct: We have access to three PPOs.

Incorrect: We have access to three PPO’s.

• If a word ends in an “S”, add the apostrophe at the end

of the word (“the girl’s toys” for the toys of only one girl,

but “the girls’ toys” for the toys of multiple girls)

• It’s is a contraction meaning “it is”

• Its is the possessive form of it

Professional designations

• Spell out the name of the designation on the first

reference followed by the initials in parentheses:

certified employee benefits specialist (CEBS). Do not

put the acronym first. CEBS (certified employer benefits

specialist) is incorrect.

Quotation marks

• Semicolons, question marks and

exclamation points go inside the

quotation marks when they apply to

the quoted material; outside when

they apply to the whole sentence

• Use single quotation marks in

headlines

• Use standard quotation marks for

quoted material pulled out of body

copy (pulled quotes)

• Use past tense for quotations (he

said, not he says)

• Commas and periods ALWAYS go

inside quotation marks (“I work in

enrollment,” he said. OR John said, “I

work in enrollment.”)

Semicolons

• A semicolon is used to set elements

in a series containing commas

within the statement

Example: She is survived by a sister,

Eleanor Johnson of Detroit;

two sons, Michael Smith of

Scottsdale, Ariz., and Jeffery

Smith of Madison, Wis.; and

one daughter, Kelly, wife of

Keith Jensen of Boston.

1.3.6

States

• Abbreviate states when used with a city (Los

Angeles, Calif.)

• Use a comma after city and after state (Chicago, Ill.,

located in the Midwest)

• When referring to a UMR office, city names can

stand alone (Cincinnati, San Antonio)

• Use the following state abbreviations. Only use

the two-letter Postal Service abbreviations, shown

within parentheses, with full addresses, including

ZIP code.

Ala. (AL)

Ariz. (AZ)

Ark. (AR)

Calif. (CA)

Colo. (CO)

Conn. (CT)

Del. (DE)

Fla. (FL)

Ga. (GA)

Ill. (IL)

Ind. (IN)

Kan. (KS)

Ky. (KY)

La. (LA)

Md. (MD)

Mass. (MA)

Mich. (MI)

Minn. (MN)

Miss. (MS)

Mo. (MO)

Mont. (MT)

Neb. (NE)

Nev. (NV)

N.H. (NH)

N.J. (NJ)

N.M. (NM)

N.Y. (NY)

N.C. (NC)

N.D. (ND)

Okla. (OK)

Ore. (OR)

Pa. (PA)

R.I. (RI)

S.C. (SC)

S.D. (SD)

Tenn. (TN)

Vt. (VT)

Va. (VA)

Wash. (WA)

W.Va. (WV)

Wis. (WI)

Wyo. (WY)

Times/time zones

• Times on the hour should be written as 7 a.m., not 7:00 a.m.

• The colon ( : ) is only necessary if hours and minutes are available.

Example: 8:30 a.m.

• Use a.m. and p.m. for the time of day designation, not AM, P.M., or am, pm

• Time zones are referred to several ways.

Example: CST, Central Standard Time or Central Time

Web URLs

• In text, all Web URLs should be bolded.

• In most cases, do not put “www.” or “http://” in front of the Web address. An exception would be in an electronic

document when you want the Web address to be a clickable, active link.

Example: More information is available on our Web site at umr.com.

1.3.7

Frequently used terms

A

accommodate

aesthetic

affect: As a verb means to influence. The game will affect the standings. Avoid using as a noun.

among: Introduces more than two items. The funds were divided among Ford, Carter and McCarthy.

auto-adjudication

B

back up (verb)

backup (noun, adjective)

benefits administrator

between: Introduces two items. The funds were divided between Ford and Carter.

bimonthly

biweekly

breast-feed, breast-feeding

C

call up (verb)

call-up (noun, adjective)

care manager

caregiver

carry-over

CD: compact disk

CDH (consumer-driven health, second reference)

CDHP (consumer-driven health plan, second reference)

chat room

check up (verb)

checkup (noun/adjective)

CHRA (clinical health risk assessment)

ClaimFacts (claim platform)

client advisor: Use this term rather than “producers” when externally referring to brokers and/or consultants.

complement: A noun or verb denoting completeness or the process of supplementing something. The tie complements his suit.

compliment: A noun or verb that denotes praise or the expression of courtesy. She was flattered by the compliments on her outfit.

complimentary: Something that is provided free or given as a gift.

COBRA

coinsurance

companywide

copay

copayment

co-worker

D

database

daycare

dependent (not “dependant”)

dietitian (not “dietician”)

E

effect: As a verb, mean to cause. He will effect many changes in the company. As a noun, means result. The effect was overwhelming.

e-business

e-commerce

e-mail

emergency room (ER, second reference)

en route

ensure: Means to guarantee. Steps were taken to ensure accuracy.

every day (adverb): She goes to work every day.

everyday (adjective): He wears everyday shoes.

F

FACTS (claim platform)

farsighted

fax

follow up (verb)

follow-up (noun/adjective)

FSA (flexible spending account, second reference)

full-time student

fully insured

fund raising: Fund raising is difficult.

fund-raising: They planned a fund-raising campaign.

fund-raiser: A fund-raiser was hired.

H

health care

HDHP (high deductible health plan, second reference)

home page

hotline

HRA (health reimbursement account, second reference)

HSA (health savings account, second reference)

I

ID card

implement

incur

incurred

in-network

inpatient

insure: Use only for references to insurance. The policy insures his life.

Internet

Intranet

Quick reference guide

1.4

J

judgment (not judgement)

K

keyword

L

liaison

log in, log on, log off (verbs) Log off the Web site

login, logon, logoff (nouns or adjectives) The login prompt.

M

Medicaid

Medicare

N

nationwide

nearsighted

nonmember

non-network

non-participating pharmacy

nonprescription medication

O

occur

occurred

occurrence

OK (not okay)

online

out of network (noun) Dr. Smith is out of network.

out-of-network (adjective) The out-of-network physician.

out of pocket (noun) I paid $5 out of pocket.

out-of-pocket (adjective) I reached my out-of-pocket maximum.

outpatient

P payer (not payor)

PEPM (per employee per month, second reference)

PEPY (per employee per year, second reference)

PIN (personal identification number, second reference)

preventive care (not preventative)

principal (adjective): Meaning something or someone first in rank, authority or importance. Money is the principal problem.

principle (noun): Meaning a fundamental truth, law, doctrine or motivating force. They fought for the principle of self-determination.

R

reinsurance

regard: In regard to your inquiry.

RRA (retiree reimbursement account, second reference)

S

self-funded

serve: We serve our customers.

service: Use as a noun only. We provide customer service but we NEVER service a customer or an account.

servicing: NEVER say we are servicing an account.

set up (verb)

setup (noun/adjective)

Social Security number (SSN, second reference)

T

that: Use “that” or “which” when referring to inanimate objects and to animals without a name.

their: Is a possessive pronoun. They went to their house.

they’re: Is a contraction for “they are.”

time frame

timeline

toll-free: Call our toll-free number.

U

UMR: NEVER United Medical Resources or United

UnitedHealthcare: Not UHC or United

UnitedHealth Group: Not UHG or United

UnitedHealthcare Options PPO Network

user ID

username

V

versus: Spell out in ordinary writing. In short expressions, however, the abbreviation “vs.” is permitted.

voice mail (v-mail, second reference)

W

Web

webcast

Web page

Web site

well-being

which: Use “which” or “that” in referring to inanimate objects and to animals with no name.

who, whom: Use “who” and “whom” in referring to people and to animals with a name.

who: Is the word when someone is the subject of a sentence, clause or phrase. Who is there?

whom: Is the word when someone is the object of a verb or preposition. Whom do you wish to see?

who’s: Is a contraction for “who is,” not the possessive. Who’s there?

whose: Is the possessive. I do not know whose coat it is.

workday

workplace

worldwide

World Wide Web

X

X-ray

Y

year-end

yearlong

Z

ZIP code

1.4.1

2 How to use our logo

2.1 Service marked/trademarked names 2.1 Why do we have to follow these guidelines?

2.1 Trade name

2.2 About the UMR logo 2.2 Elements of the UMR logo 2.2.1 Acceptable logo versions 2.2.2 Unacceptable logo versions 2.2.2 Adding product lines to the UMR logo 2.2.3 Clear space 2.2.3 Logo color palette 2.2.3 Logo size requirements

2

Service marked/trademarked names

Why do we have to follow these guidelines?

There are three main reasons we must adhere to the guidelines set down in this manual.

• Legal – if the standards are not strictly followed, UMR could lose the rights to use its name mark

• Reproduction – unless the standards are followed, our name mark’s reproduction quality will decline.

A corporate logo or name mark of poor quality cannot represent an organization of high quality.

• Image – to present a clear image of the UMR brand in our markets, our name must maintain consistency

Service mark and legal considerations

Securing a service mark is a legal means of protecting the names of a company’s products or services. A

service mark protects services. We provide various services so we use service marks. Its purpose is always

the same–giving customers and the public a way to distinguish UMR products and services from those of

our competitors and legally protecting the company’s right to those names.

Our logo and name bring value to our company when they are associated in the minds of the public with

our organization. When we confuse that association through using different looks and representations

of the logo, we defeat our own attempts to build the brand. Only through consistent use will the public

recognize the UMR name. Only through consistent use will we be able to protect our name and logo from

unauthorized use.

That is why it is absolutely imperative that the guidelines set forth in this manual be strictly followed. If you

have any questions, please contact Susan Ford-Hoffert, Marketing Communications, 715-841-6613.

Trade nameThe name UMR is not our legal name. Our legal name is UMR, Inc. Our trade name, however, is what we use

for advertising, promotion and marketplace identity. “UMR” is our brand. Our good name and reputation

for outstanding customer service is embodied in those three letters. Legal documents never use the trade

name but instead, logically, use the legal name.

2.1

1) UMR letters

2) Brush underline

3) Service mark

4) UnitedHealthcare tagline

About the UMR logoThe UMR logo, with its stylized lettering and brush underline mark

communicates the strength, friendliness and flexibility of the new

UnitedHealthcare national TPA. The solid charcoal letters depict

the corporate strength that our partnership with UnitedHealthcare

brings to the TPA. The slight curvature of the text depicts growth,

movement and power. Ideally the viewer should feel as if a

powerful hand might have marked UMR as a choice selection.

Need an electronic version of the logo? Obtain an up-to-date logo by logging on to Brand Central.

Elements of the UMR logo

The UMR logo consists of four elements (see teal notations at right):

1) UMR letters

2) Brush underline

3) Service mark (sm)

4) UnitedHealthcare tagline

When using the logo, the four elements of the logo must never

be scaled or repositioned independently of one another. The logo

should always stay within proportion. It should never be stretched

or distorted. To ensure this does not occur, always hold down the

“Shift” key while resizing the logo when working in Microsoft Word,

PowerPoint, or Excel.

The logo should always have the service mark “sm” next to the “R” in

UMR. The only time the service mark can be removed is if the logo

is reduced so significantly that the “sm” becomes illegible.

2.2

Acceptable logo versions

The UMR logo with the UnitedHealthcare tagline should

be used on all new collateral materials. All components of

the logo should remain intact. Shifting or altering of the

components in any way is not allowed.

The only exceptions where the UMR logo can appear without the tagline are as follows:

• Client-specific needs

• Web sites

• When the logo appears so small that the tagline is illegible

like promotional materials such as pens, golf balls, etc. (See

Logo size requirements section.)

• Where an exception has been granted

The color UMR logo with the tagline is the preferred

format, however, other versions of the UMR logo with

UnitedHealthcare tagline, such as the reversed and black

versions, are also acceptable.

2 color

Black

Reversed

Preferred logos:

Exception only:

2.2.1

Unacceptable logo usage

On the right are some examples

of how the UMR logo could be

distorted, edited, or recolored.

These versions are NEVER

acceptable. Please contact the

UMR Marketing Communications

Department if you find cases

where the logo is being misused.

Remember, do not stretch, alter, recolor, or distort the logo. If you need to resize the logo in Microsoft Word, PowerPoint, or Excel, always hold down the “Shift” key so the logo stays in proportion.

The UMR logo should never be stretched or distorted. It should always stay in proportion. When resizing the logo, hold down the “Shift” key so logo distortion doesn’t occur.

Changing the color of the logo is not acceptable. The only acceptable color versions are those outlined on the previous page.

The UMR logo should never have a drop shadow or any other special effects applied to it.

The components of the UMR logo should NEVER be repositioned or resized.

Unacceptable examples:

To find out more about how UMR

Care Management can help improve

the health of your plan members and

reduce overall medical expenses,

contact your sales representative.© 2011 United HealthCare Services, Inc. UM0252 0211

No part of this document may be reproduced without permission.

At UMR, we believe it takes more than cost shifting and provider discounts to control costs and

medical trend over the long term. It requires a total population management approach that

actively engages members no matter their situation—healthy, at-risk, chronic or catastrophic.

Our goal is to improve the health, wellness and productivity of our clients’ workforces, while

reducing medical expenses. We do that by adhering to the following key principles:

UMR Care ManagementImproving member health… lowering employer cost

Real ROIUMR Care Management can make a difference in your

bottom line, but you don’t have to take our word for it.

The proof is in the numbers. On average, UMR Disease

Management clients can expect an ROI in excess of 2:1*.

Here are some real-life examples from UMR customers:

Example 1:

Industry: School district

Membership: More than 5,000 lives

Results: ROI of 2.0:1 in its first year

Example 2:

Industry: Hospital system

Membership: More than 12,000 lives

Results: ROI of 2.1:1 in its second year

Example 3:

Industry: Construction company

Membership: Less than 500 lives

Results: ROI of 2.5:1 in its first year

* ROI results based on financial summary of 83 UMR Disease Man-agement customers in 2008.

CORRECT usage

UMR’s Disease Management program

can help improve the health of members

who have a chronic condition. This

URAC-certified program identifies,

stratifies, assesses and manages chronic

conditions through member education,

coaching and continued assessment.

Through these actions, members can

avoid costly emergency room visits and

inpatient admissions, helping lower

overall claim costs. The program also

mitigates employers’ indirect costs, such

as absenteeism and reduced productivity.

How Does the Program Work?UMR’s experience has found that managing

the seven conditions listed below provides the

maximum value for employers:

• Asthma (pediatric and adult)

• Chronic Obstructive Pulmonary

Disease (COPD)

• Congestive Heart Failure (CHF)

• Coronary Artery Disease (CAD)

• Depression

• Diabetes (types I and II;

pediatric and adult)

• Hypertension

For groups with at least one year of medical

and pharmacy claims data, we use Alineo

Clinical Intelligence Rules (CIR) software

to identify potential program participants.

If claims history is not available, we initially

identify candidates by using a health

condition survey. The survey is a general

screening questionnaire sent out to all

employees, spouses and dependent children

age 18 and over. Program participants also

are identified through clinical health risk

assessments, referrals from the notification

process, self-referral, and employer or

physician referrals.

Web-Based SupportOur online features include access to Action Plans containing educational tutorials,

incentive-driven events and challenges, access to health coaches via secure messaging,

and a personal health record to safely store important information. When members

participate in events or challenges, their progress is automatically tracked online. When

members reach incentive milestones set by you, they can redeem their incentive points

for gifts online.

Note: Some of the online features carry an additional cost. Please discuss with your

strategic account representative.

Disease Management StaffThe Disease Management team is composed of registered nurses who are employees,

not contract workers. Our Disease Management coaches have completed certifications

as chronic care professionals (CCP). They must demonstrate strong time management,

communication, interpersonal relations and computer skills, as well as proficiency in

benefit design. Each nurse must have at least three years of clinical experience and

expertise in one or more of the following areas: coronary care, respiratory care, diabetic

care (endocrinology) or substance abuse/behavioral health care.

Program Results and ReportingOur Disease Management program regularly measures group-level performance and

shares aggregate, non-member-identifiable data in the following areas:

© 2010 United HealthCare Services, Inc. UM0218 1210


Report Name Purpose of Report Timing

Participation Illustrates participation in each of the management tiers and provides summary counts of members with each condition. Includes a participation summary, non-participating detail, primary condition summary, and condition prevalence summary.

Quarterly

ActivityIllustrates member touches in the Disease Management program. Includes a management outreach summary and recruitment summary.

Quarterly

Clinical

Shows condition-specific changes in behavior resulting from one-on-one interventions with members who have a condition and are working with a coach. Includes condition-related baseline and post baseline management information for the group and the UMR book-of-business benchmark.

Semi-Annually

FinancialDisplays costs, trended savings and return on investment (ROI) for groups of 1,000 or more employees. Report not provided to groups of fewer than 1,000 employees, because data lacks statistical significance.

Annually

On average, 15 percent of the population

has one or more chronic medical conditions,

which can account for up to 50 percent of

total health plan dollars.

Disease Management

To learn more about our Disease Management program, contact your UMR representative.

Keeping chronic conditions under controlGift card offer for early enrollees

To help spark participation for

groups new to Disease

Management, UMR now

offers a $100 gift card incentive

program. The program rewards

members with a diagnosed

condition who self-enroll in

one-one-one coaching. The

incentive is available for a

limited time period, coinciding

with the initial Disease Man-

agement implementation, to

encourage early participation.

Disease Management

INCORRECT usage

Adding product lines to the UMR logo

The UMR logo should always

stand alone in all communications

collateral. UMR product lines should

never be included as part of the

logo. The examples below show

how the UMR Care Management

product line can be used in a

brochure headline as an acceptable

use of the product line name. The

other example shows the Disease

Management name as part of the

UMR logo which is an unacceptable

use of the UMR logo.

2.2.2

Clear space

To ensure that our logo stands out, allow for clear space

around the logo. Wherever possible, there should be at least

an area of clear space around the logo that is equivalent to the

specifications below (see directions in teal).

X = The height of the letter “R” in the UMR logo

Clear space

Logo size requirements

The UMR logo should always be sized so that it is appropriate

for the print material — see examples in the Templates and

Samples section of this guide.

Whenever possible, the logo with the UnitedHealthcare

tagline should not appear smaller than 1" width.

The logo without the UnitedHealthcare tagline should not

appear smaller than 1/2" width, and can be used on items such

as: pens, markers, golf tees, ID cards. If the logo does need to

be printed smaller than 1/2", check with the UMR Marketing

Communications Department before proceeding.

X

X

X

Clear space around the logo should be a square of X height and width, where X (above) represents the height of the “R” in the UMR letters. The measurement of clear space should start from the bottom, right tip of the brush underline, the top of the UMR letters, and the left and right edge of the brush underline (see dotted lines).

X

X

XClear space

Clea

r spa

ce

Clear space

Logo color palette

The foundation of the UMR logo consists of two colors:

CHARCOALPantone 446C 52 M 32 Y 30 K 76R 29 G 36 B 37

GO GO GREENPantone 368C 63 M 0 Y 97 K 0R 96 G 181 B 4

1/2"

1"

Actual examples of the smallest size the UMR logo can appear:

The UMR logo without the tagline should not appear smaller than 1/2"

The UMR logo without the tagline should not appear smaller than 1"

2.2.3

3 Print materials3.1 Color palette 3.1 Combinations that work

3.2 Fonts 3.2 Standard fonts 3.2 Alternate font 3.2.1 How to use each font

3.3 Box quadrant layout system

3.4 Linear waves

3.5 Barbell lines

3.6 Painted textures

3.7 Imagery 3.7 Member collateral 3.7.1 Sales collateral

3.8 Charts, graphs and diagrams

3.9 Legal and back page lockup 3.9 Copyright and disclaimer 3.9 Document code

3.10 Paper specifications

3.11 Templates and samples

3

Color paletteOur brand palette has been chosen to complement our core

values of friendly, personalized service, strength and flexibility.

The logo itself is comprised of the UMR signature color Go Go

Green. The overall organic, earthly tones in the palette also

gives the brand a fresh, healthy feel.

Here are some key things to note about using our color palette:

• The UMR color palette allows for the 100 percent value of each

color in addition to varying shades of each for a multitude of

color combinations.

• Go Go Green is used most often for corporate stationery, Web

sites and sales collateral.

CHARCOALPantone 446C 52 M 32 Y 30 K 76R 29 G 36 B 37

GO GO GREENPantone 368C 63 M 0 Y 97 K 0R 96 G 181 B 4

FOREST GREENPantone 364C 73 M 9 Y 94 K 39R 27 G 113 B 41

DEEP SEA GREENPantone 357C 83 M 19 Y 73 K 58R 30 G 85 B 50

TAUPEPantone 451C 17 M 13 Y 45 K 34R 141 G 132 B 80

CHOCOLATEPantone 450C 31 M 31 Y 77 K 74R 60 G 55 B 23

TEALPantone 3282C 100 M 0 Y 45 K 12R 25 G 148 B 148

TRUE BLUEPantone 301C 100 M 46 Y 5 K 18R 0 G 82 B 47

LEMON LIMEPantone 381C 20 M 0 Y 90 K 0R 214 G 224 B 64

Approved colors:

Combinations that work

When designing most marketing collateral, a good rule of thumb is to restrict the color palette to three colors or

less. Using any more than that can cause the piece to become unfocused and unrecognizable as a UMR-branded

piece. Because the UMR color palette allows for the use of different shades within each of the primary colors,

variety can be added to the piece by using the different shades available within the three main colors chosen for

the piece. The exception to this would be Power Fuchsia since the 100 percent value is the only option available in

the color palette. Shades of Power Fuchsia should never be used.

3.1

FontsThe Georgia and Myriad Pro font families should be used for all internal and external print materials. Brisa can also be

used for specialty marketing pieces when permission has been granted.

Here are some key things to note about using fonts:

• For body copy, Georgia, Myriad Pro Regular and Myriad Pro Light are approved fonts.

• For all other copy including headings, subheadings, and specialty text, the entire Georgia, Myriad Pro or Brisa font

families can be used.

• If the Myriad Pro fonts are not available on your system, please use Arial as a substitute.

• Sometimes, it is appropriate to use a display or script font for special marketing materials, newsletters, invitations,

etc. However, the use of a non-standard font should always be approved through Marketing Communications.

Standard fonts:

Myriad Pro Light

AaBbCcDdEeFfGgHhIiJj KkLlMmNnOoPpQqRrSsTt UuVvWwXxYyZz1234567890

Myriad Pro Regular


Myriad Pro Semibold


Myriad Pro Bold


Myriad Pro Black


Myriad Pro Italic


Myriad Pro Semibold Italic


Myriad Pro Bold Italic


Myriad Pro Black Italic


Georgia


Georgia Bold Italic


Georgia Italic


Georgia Bold Italic

AaBbCcDdEeFfGgHhIiJj KkLlMmNnOoPpQqRrSs TtUuVvWwXxYyZz1234567890

Brisa


Alternative font:Arial (substitute for Myriad Pro family)


3.2

How to use each font

Font sizes may be varied to suit the

design and content of each piece, but the

following information gives you a starting

place to establish a hierarchy of copy while

maintaining legibility (see sample at right).

Headlines: • Myriad Pro Bold

Subheads or subparagraphs:• Georgia Regular or Italic, Brisa or

Myriad Pro Regular

• Font size should be at least 2 pts

smaller than headlines

Body text subheads: • Myriad Pro Regular, Semibold or Bold

• Font size should always be at least 4 pts

larger than the body text

Second body text subheads:• Myriad Pro Semibold, Bold or Georgia

Bold or Italic

• Font size should be no more than 2 pts

larger than body text

Body text:• Georgia, Myriad Pro Regular or Light

• 8 - 12 pt type size

• Leading should be 6 pts larger than

the font size (ex: 10 pt font size = 16 pt

leading)

Call-out text:• Use of pull-out quotes or sidebars to

emphasize important elements within the

body text

• Georgia Italic, Myriad Pro Regular or Light

• Font size should be at least 2 pts larger

than body text

• Leading should be 6 pts greater than

the text size (ex: 14 pt text size = 20 pt

leading)

for Nevada-Based EmployersUMR Solutions

UMR and Sierra Health-Care Options (SHO) offer a unique blend of plan administration services to the Nevada market designed to strategically control costs and improve the health and well being of employees and their dependents through proven cost and utilization review programs.

We draw upon 40 years of experience in managing diverse employee benefit plans – including expertise in the gaming industry and Nevada marketplace. We also bring the experience of administering over 600 care management programs.

Strategic Cost ManagementWe believe that controlling health care costs is a critical component of our benefit solutions and treat each customer’s health plan dollars as if they were our own. In addition to managing our medical book of business below industry trends, Sierra’s highly competitive contracts provide for stable cost management that can be relied upon.

•Bestinclassnetworkarrangements–SHO is the primary network for Nevada employees and is supplemented by the highly competitive UnitedHealthcare Options PPO national network for access outside of Nevada. UMR also provides a wide range of supplemental direct contract administration capabilities and experience.

•Strongutilizationcontrols– Access to SHO’s local clinical staff provides daily review of admissions and clinical oversight at specified Nevada facilities.

•Advancedclaimcontrols– Services include large claim review, robust claim edits, out-of-network fee appropriation, subrogation and fraud and abuse protection.

Sierra’s highly competitive

contracts provide for stable cost

management that can be relied upon.

– Continued on back –

HeadlineSubhead

Body text

Body text subheads

Second body text subheads

Call-out text

3.2.1

Box quadrant layout systemThe box quadrant system replaces solid wave brand elements and provides

the fundamental structure for building UMR page layouts. The system is

comprised of four boxes with rounded corners, as seen to the right. Boxes

can be moved in any direction, enlarged or reduced in size, to create various

layout solutions.

Here are some key things to know about using box quadrants:

• Only one four box quadrant system should be used per page. (Ex. 1)

• Box quadrants can house elements such as painted textures, brand colors

and/or brushed photos, as approved within the UMR Style Guide.

• Object cutouts, linear waves and sidebar facts may be placed on top of

the box quadrant system. (Ex. 2)

• It is acceptable to expand quadrants to reveal a single box to frame

a page. (Ex. 3 on next page)

• A single box frame can be used in conjunction with a rounded feature box

as seen on the next page. Only one rounded feature box should be used per

page. (Ex. 4 on next page)

• The box quadrant system should NOT be shifted from the four quadrants.

(Ex. 5 on next page)

The 4 box quadrant system

Educate and Motivate

Identified members are contacted by phone and asked to schedule an initial appointment with a UMR health coach. Our staff of certified health coaches includes professionals from a variety of backgrounds, such as nurses, dieticians, exercise physiologists and tobacco cessation specialists.

Members typically meet with their coach for seven to 10 one-on-one phone conversations over a period of six to eight months. Our coaches help participants recognize their risks and how they are linked to health conditions such as diabetes, heart disease or hypertension. continued on page 4 »

UMR Health and Wellness offers hospital and health care system customers a proactive approach

to improving the health of their employee populations. Consider us a partner in advancing your

culture of wellness, and an ally to plan members pursuing healthy change.

Our solution identifies the current and future health risks within a hospital’s medical plan

population. We then reach out to those members considered at-risk and support them in making

lifestyle choices that lower their likelihood of developing a chronic health condition.

Words of Encouragement Can Make a DifferenceThese true success stories demonstrate the real results* realized by our hospital clients.

How the program works»

Carrot not a stick at Manchester MemorialThis 51-year-old ex-smoker had high cholesterol and was

considered obese with a body-mass index (BMI) of 33.8 when she

started working with her health coach. She said quitting smoking

and a knee surgery contributed to her weight gain, as did a diet short

on fruits and vegetables.

She set a goal of increasing her physical

activity and tracked her progress with an

exercise log. She also began keeping a food

log that tracked her calorie and carbohydrate

intake, and she increased the amount of

fruits and vegetables in her diet from two

servings a day to four servings a day.

By the end of the program, she had lost 13

pounds and lowered her cholesterol levels

to avoid having to take lipid-lowering

medications. She had been skeptical at the

beginning, because she thought she’d be

judged or told what to do, but was surprised

to find out she was the one in control of her

health goals.

Sucess story #1 »

Healthy diet

49%of participants eat more

vegetables per day

45%

eat more fruits per day

Tobacco cessation:

27%

stopped tobacco use

Promote Better Health,Achieve Distinct ResultsHealth coaching supports hospitals’ wellness principles

Ex.2 Object cutout and sidebar facts on quadrant system

In addition to the immediate cost relief of a higher deductible and payroll tax

benefit, benefit managers will also be relieved by the ease of implementation.

Through our complete product offering, we save companies additional time

and money by being the single source for account management, employee

communications, enrollment meeting facilitation and coordination of

member services.

Health Reimbursement Account (HRA)Flexibility is the key to the UMR HRA product offering. Our benefit plan

modeling tools can help employers design a plan structure that meets their cost

and benefit goals. Employers have configuration options regarding deductible

placement, account access points, accumulation rules and balance rollover

management.

As a full-service provider of consumer and traditional benefits, we can also offer

employers an integrated product that includes a traditional PPO and an HRA.

UMR provides full flexible spending account (FSA) administration services

as a convenient way to help participants fund any out-of-pocket member

responsibility, while making full use of the available tax advantages. We have

extensive HRA experience and bring a wealth of ideas to the table in order to

design an HRA plan that works for specific employer needs.

Care ManagementUMR Care Management believes it takes more than provider discounts to

control costs. Our care management programs offer a proactive approach to

improving health while reducing health care costs for the long term.

UMR will provide you with a way to better understand your data, develop a

comprehensive plan and engage members in managing their own health. We

also provide a strategy for reducing the trend associated with health care costs

and lost productivity. Our programs work to identify, engage, empower and

change member behavior in an effort to improve their overall health.

Incentives

Incentives have materialized as a proven vehicle to drive behavior change and

inspire members to take a more active interest in managing their health and

financial wellness. UMR offers a number of incentive programs which can be used

individually, packaged together, or custom designed specifically for you.

Additionally, UMR’s “MyHealth Tools” provides employers with the flexibility

to establish both challenges and events that can reflect employer-sponsored

and community activities, which highlight and drive an active, healthy lifestyle.

“MyHealth Tools” provides online incentive tracking, incentive administration and

fulfillment modules that allow flexible administration of rewards. Our standard

incentives include rewards for:

• Using an online decision-support tool called Coverage Advisor, which

educates members on the types of benefit plans offered to them, estimates out-of-

pocket expenses across all plans options and assists in selecting the best plan for

their specific needs.

• Taking an online CDH education tutorial and accompanying quiz, which

aims to increase awareness and education on the basic components of CDH, how

the plans work and how members can make the most out of the benefits provided

by their consumer account.

• Completing an online clinical health risk assessment (CHRA) which

helps members learn about their health status and possible health risks. In

most cases, biometric testing accompanies the CHRA, which collectively provides

empirical data in conjunction with self- reported information. CHRA or biometric

screening data (or both) can be used to encourage participation in a wealth of

care management programs.

• Actively participating in a disease management program

(if identified as a candidate and successfully enrolled). While

engaging with a health coach to best manage their disease, members

receive a pool of additional dollars deposited into their HRA, which

can be used to help offset medical costs related to their illness.

• Actively participating in other care management or coaching sessions for wellness and maternity management

can also be rewarded in order to maximize participation.

Improving Health, Reducing Costs

Our programs work

to identify, engage,

empower and change

member behavior in

an effort to improve

their overall health.

UMR offers a number of incentive programs

which can be used individually, packaged together,

or custom designed specifically for you.

- Continued on back -

Ex. 1 One quadrant system per page

3.3

Hooray for Hollywood!

UMR is proud to be a sponsor for this evening with the stars. No one shines as bright as the people who are helped by The Women’s Community…and by the people who work and volunteer for The Women’s Community.

Changing Behavior, Reducing CostsUMR’s population-based program has a multi-tiered approach that benefits

members along the entire health continuum. It is a fact – healthier employees

and their dependents make a difference to your bottom line. As their health improves,

not only does their productivity increase, you also see a decrease in your health care

costs. Reducing claims alone will not make this happen. It takes a whole different

approach – you need to effectively change behavior so individuals can avoid claims

in the first place.

UMR Care Management can make this happen for you. We know change is not

easy for everyone and there are different stages of readiness for change. That is why

our Disease Management program uses the leading behavioral change model, the

Prochaska transtheoretical model. With this model, we can determine which stage of

change individuals are at and how we can best work with them to improve their health.

How Does the Change Model Work?When participants complete an initial assessment with a registered nurse, they also

answer specific questions to help identify their readiness to change stage. We ask

them if they are ready to:

• Increase their physical activity/exercise

• Stop the use of tobacco products

• Improve their dietary habits

• Increase their medication compliance

The stages of change represent a continuum of behavioral change. Our registered

nurses are highly trained and use a compassionate touch to steer participants as they

move through the stages. By applying the right process at the right time, we have a

great opportunity for efficient and effective behavior change.

UMR’s Disease Management FlowPotential program participants are stratified into the appropriate tiers for participation

in the program. Using a 1-2-1-1 engagement approach, members who are identified

for one-on-one sessions with a nurse and/or those with a chronic condition are auto-

matically enrolled in the program. A member can choose to opt out at any time, but

must submit a written or verbal request to UMR.

Participants are not identified with a covered condition but did fall in a category for a Targeted Member Messaging (TMM) note based on

another condition or situation.

Targeted Member Messaging

Disease Management

Flow Chart

Members with a condition identified

Member data collected

UMR Data Warehouse

ClaimsHealth Condition Surveys

Clinical Health Risk Assessments

How it works

Recruitment

Members identified as high risk will be placed in this tier and will be contacted to determine their willingness to participate.

A one-to-one approach will be used to engage members.

Self-directed

Lower risk members who have not been targeted to work one-on-one with a Registered Nurse. These members are successfully

managing their condition(s).

Stratification rules applied and members separated for intervention

Accepted

Includes high risk members who are working one-on-one with a

Registered Nurse. The plan of care will be based on the member’s clinical

risk status and readiness to change.

Maintenance

Members who have completed their work.

Members will work to maintain the gain and

address relapse prevention.

Non-Engaged

Eligible members who chose not to participate in the program or did not respond

to a Disease Management invitation. Members who stop participating with a

nurse will also be included in this tier.

Maximixing your investment

To maximize your

short-term return

on investment, we

give top priority to

participants who are

currently ready to

move up the behavior

change ladder

- over -

Targeted Member MessagingUMR believes that members—especially those with a chronic condition—can make

improvements in their health via timely, personalized health care recommendations.

Our targeted member messages detail a member’s most recent health care and

pharmacy history and offer recommendations for improving health while reducing

costs. They also remind members of age- and gender-specific health screenings.

UMR Road MapSuccessful Health Plan Coordination

© 2010 United HealthCare Services, Inc.


Ex. 4 Single box quadrant with painted texture

Ex. 3 Rounded feature box

Ex. 3 Rounded

feature box

Today’s executives are faced with an array of business challenges from profit

margins and cost management to competitive pressures and customer

satisfaction. As a health care executive, you have a unique opportunity to

alleviate one of those concerns—benefit costs. By leveraging internal resources,

you can help your organization address the matter of rising benefit costs.

There are a wide range of cost containment strategies to help you manage benefit

costs. By taking an active role in understanding and defining your organization’s

benefits strategy, you can ensure that your benefit plan aligns with the overall

goals of your organization. Consider posing the following questions to your human resources/benefits team:

What are the top three areas driving our employee health care costs? What is being done to manage those cost drivers?

How does our per employee per year health care cost compare to national trend and our budget?

Where do we expect per employee per year health benefit costs to be in the next 1-3 years?

How does our organization’s health benefits results compare to other hospitals and employers of similar size?

What cost management strategies exist in the marketplace today that we are not leveraging? Why are we not leveraging those strategies?

Continued on back...

Ex. 4 Single box quadrant with

painted texture

A presentation for: Full Company Name, Inc.Second Name Line

Presented to Broker Name, Inc. by AE Name and SE Name

Month 2011

Cost Reduction and Savings Program

UMR’s secondary

network arrangements

attain an average

discount of 27%, while

our fee negotiations

garner 20% and facility

U&C 30%.

(Continued on back)

UMR provides several ways to help you save a substantial amount of money on your self-funded benefit plan. One of these is the Cost Reduction and Savings (CRS) program.

How the CRS program reduces claim costsThe CRS program targets non-PPO claims for savings. The program does not replace your plan’s existing PPO network or the national/travel network benefits available as part of your health plan. Instead, it applies to claims that fall outside your existing managed care arrangements. It’s an additional way we help save dollars on non-PPO claims for both you and your plan members.

We obtain savings by providing:

1. Secondary network access to thousands of contracted providers nationwide through the First Health or Multiplan complementary net-works

2. Fee negotiation services through Ingenix, on a claim-by-claim basis

3. Facility U&C review provided by Corvel

Not all eligible claims will receive a discount, but UMR makes every effort to attain a discount and reduce your claim costs.

Here’s how the CRS program worksWe use the following procedure to ensure eligible primary network and CRS program network discounts are applied:

• Iftheclaimiseligibleforaprimary PPO network discount, we apply the discount at the PPO benefit level.

• Iftheclaimisnon-PPOandeligible for a secondary network discount, we apply the secondary network discount to the non-PPO benefit.

• Iftheclaimwasnoteligibleforasec-ondary network discount and has an allowable amount of $1,000 or more, our fee negotiation vendor, Ingenix, will contact the provider to negotiate a discount.

— If Ingenix obtains a discount from the provider, we apply the discount to the non-PPO benefit.

— If Ingenix is unable to negotiate a discount with the provider and the billed amount of the claim is $1,000 or more, our facility U&C vendor, Corvel, will review the claim for appropriateness of billed charges.

• Asthma • Congestive heart failure• Diabetes • Heart disease

• Hypertension • Chronic obstructive

lung disease (COPD)• Depression

For more information, contact UMR Disease

Management at 1-[insert number], or visit the Web site at www.umr.com.

When you face a medical challenge, whether a new or existing condition, it’s nice to have a team of experts on your side.

Beginning [Month / Year], [Company] is teaming with UMR to offer a disease management program to all employees and their dependents with health cover-age. Disease management can help you better manage a chronic condition. When your health is well controlled, you feel good and can do the things you really want and need to do.

Selected conditions The disease management program helps people with these chronic conditions:

If you’re at high risk, you’ll be paired with a coach so you can work on new ways to improve your health. After completing your coaching sessions, you may receive periodic phone calls and informational materials to help you “stick with” your new healthier habits.

Whether you sign up for coaching or not, all disease management members receive newsletters and communications on making healthy changes.

NurseLineSM A simple call to NurseLine puts you in touch with a highly trained registered nurse who can answer your medical questions and provide advice—without an appointment. NurseLine is a 24 hour-a-day, 7 day-a-week nurse telephone line that is completely confidential. By calling [NurseLine phone number], you’ll have access to a registered nurse and also an audio health library containing over 1,100 topics via the NurseLine audio library extension number [enter audio library number extension].

Helping You ManageCare management

programs from UMREx. 5 The boxes need to remain within the

quadrant. In this example, the bot-

tom box runs across the quadrant which

is NOT allowed.

3.3.1

Our new online health tools automatically manage and track

your company’s wellness activities.

Using myHealthTools, it’s easy to engage, motivate and

encourage your employees to get on track to healthy living.

IntroducingmyHealthTools

Your employees can:

Access interactive online educational sessions. By creating an Action Plan, your employees can participate in programs specific to their health needs, such as Heart Disease Prevention, How to Increase Physical Activity, How to Stop Smoking, Managing Stress and Weight Management. Once they start an Action Plan, they can earn points by viewing educational tutorials and testing their knowledge.

Complete a Clinical Health Risk Assessment (CHRA) to help them assess their current health status and potential health risks.

Participate in Challenges and Events. As an employer, you’ll be able to determine your own wellness events and challenges. When employees participate in an event or complete a challenge, they can record their progress online.

Ex. 2 Linear wave contained within a box with a gradient applied

We help employers

create an environment

capable of materially

reducing the burden

of health benefit costs

on their businesses.

Consumer-Driven Health PlansCreating health and wealth connections while controlling health care costs

To learn more about our consumer-driven health plan, visit our Web site at www.umr.com or contact your UMR representative.

Informational ToolsUMR offers an online member portal,

providing 24/7 access to important

account information – such as

account balances and claims activity

– making it easy for members to

manage their health benefits. In

addition, UMR offers a variety of print

and online materials to assist plan

members in pursuing high quality,

affordable health care options.

We combine our own quality Web

services with nationally known

medical and pharmaceutical resources

offered by best-in-class organizations,

such as HealthcareAdvisor™. We

also provide an efficient and effective

suite of reporting tools, so employers

know exactly how their benefit dollars

are spent.

CommunicationsA key to CDH plan success is

a thoughtful marketing and

communications campaign to ensure

members understand their benefit

offerings and how to make the most

out of it. Effective print and online

informational tools for employers and

plan members are available to educate

and communicate plan options,

features and benefits.

Our communication plans are estab-

lished, tested and can be seamlessly

applied to any organization. We are also

available to customize and create new

material based on your unique needs.

Benefits Far into the HorizonCDH components can be configured

to help consumers within a retiree

population as well. With UMR’s

Retiree Reimbursement Account (RRA)

arrangement, retirees can use these

funds to pay for insurance premiums,

obtain reimbursement for qualified

expenses or both.

Like an HRA, defined contributions are

made annually by the employer and can

accumulate year-over- year. Accounts

can be set up to include the retiree

and his/her dependents. They are not

considered as taxable income, making

this an attractive retirement benefit for

both the employer and employee.

We know one size does not fit all,

so we offer design leadership and

consultative support in order to assist

in developing benefit plan options,

care management programs, incentive

structures and communication

campaigns that are designed for your

needs and population. We would be

happy to work with you to define CDH

options for your organization.

© 2010 United HealthCare Services, Inc. UM0611 09-10


UMR consumer-driven health (CDH)

plans represent the most complete

CDH programs available in the

marketplace today. Our solutions offer

a comprehensive health care benefit

experience designed to help:

• Employees and plan members

live healthier lives and become

progressively better consumers of

health care.

• Employers create an environment

capable of materially reducing the

burden of health benefit costs on

their businesses.

The program begins with driving

personal ownership through selection

of a consumer account type, such as a

qualified high deductible health plan

with a health savings account (QHDHP/

HSA) or a health reimbursement

account (HRA). Integrating your

selected benefit plan with our state-

of-the art care management offering is

available in order to best manage your

at-risk population and encourage those

who are healthy to stay that way!

UMR offers a variety of incentive

tactics and strategies in order

to increase participation in care

management programs or simply

to motivate members to take an

active interest in their health and

wellness. Lastly, UMR understands

that communication and educational

campaigns are necessary for any

program to succeed. We provide a

suite of effective and informative

materials to help members understand

and use the plans most effectively.

Ownership + Education + Activation = Success!

Qualified High Deductible Health Plan/ Health Savings Account (QHDHP/HSA)UMR’s QHDHP/HSA product offers

a complete solution, which can be

seamlessly configured for your needs.

We handle the claim administration and

provide employers with a choice of four

preferred HSA financial institutions

that offer a variety of integration points.

Ex. 3 Linear wave running across the entire page

Health information a phone call awayNurseLine SM

© 2010 United HealthCare Services, Inc. UM0081 0310No part of this document may be reproduced without permission. The information provided by this program is for general educational purposes only. It is not intended as medical advice and cannot replace or substitute for individualized medical care and advice from a personal physician. Individuals should always consult with their physicians regarding any health questions or concerns.

Call us today at XXX-XXX-XXXX

What do you do if this happens to you?

It’s midnight. Your child has a fever and now you notice a peculiar rash.

What should you do?

You wake up with severe stomach cramps. You wonder if you should

phone your doctor, go to the emergency room or wait it out.

You’re diagnosed with cancer and want to learn more about

the disease and possible treatment options.

A family member is scheduled for a surgical procedure. You read the pamphlets from the surgeon’s office, but you still have several

unanswered questions.

Coping with health concerns can be time consuming and complex. It can be hard to know where to find trusted information among so many choices or what to do in a non-emergency situation.

Instead of playing guessing games with health issues, give UMR’s NurseLineSM a ring. A simple phone call to NurseLine gets you in touch with a highly trained registered nurse who can answer your medical questions and provide advice — without an appointment.

NurseLine is completely confidential and provides you with the following:

24 hour-a-day, 7 day-a-week service

Hearing assistance accommodations

Audio health library containing over 1,100 topics, such as physical and emotional conditions, procedures, medications, and much more

140+ languages including English and Spanish

hello

hola

Ex. 4Linear wave framing a page corner

Ex. 1Solid wave no longer approved for new designs

Linear wavesIn order to align our brand more closely with UnitedHealthcare, the

solid wave graphics (Ex.1) will be phased out of the UMR graphic

library. However, the linear wave elements will remain in the new

graphic library and be incorporated into the box quadrant system

outline on the previous pages. By retaining the linear waves we

reinforce the flexibility and warmth so important to our brand

while still aligning ourselves more closely with UnitedHealthcare.

Here are some key things to know about using linear waves:

• Placement of wave elements can vary across different page

formats, but should always run to the page edge or box border.

Linear waves can:

- Be contained within a box element (Ex. 2)

- Frame a corner of the page (Ex. 3)

- Run across an entire page (Ex. 4)

• At least one linear wave should always appear on each spread of

a printed piece.

• For a layered effect, object cutouts and text may be placed on

top of linear waves while textures, photos and solid colors can be

placed underneath.

• Linear waves can appear as a solid color, or may also have a

gradient applied to the stroke. A gradient can be used to blend or

fade the linear wave into the corresponding background. (Ex. 2)

• Only linear waves from the UMR graphic library should be used.

Creation of new or custom waves is not allowed.

A library of InDesign linear wave elements is available upon request and approval from the UMR Marketing Communications Department. 3.4

Horizontal barbell line used to accent a sidebar

Introducing myHealthTools …

myHealthTools can help you …

• Energize, engage and motivate your employees to take an active role in their health, so they’re more likely to achieve their health goals

• Create opportunities for your employees to get involved in wellness challenges and other health-related events

• Free your HR staff from long hours spent tracking wellness program participation and incentive gift fulfillment

• Monitor your company’s overall health and wellness goals and make appropriate benefit plan decisions

UMR’s myHealthTools helps you empower your employees with interactive online tools and resources for achieving better health.

With myHealthTools, you can also reduce your HR wellness program tasks and gain long-term cost savings via healthier, more productive plan members.

Ongoing wellness programs typically provide a 2:1 to 3:1 ROI over time.*

Wellness has other rewards …

* Estimate based on national industry averages.

View the Podcast Reinventing Health Care: Introduction to myHealthTools on the enclosed CD!

Learn More!

Barbell linesHere are some key things to know about using barbell lines:

• The barbell line is a visual accent used either vertically or

horizontally to set off text callout, sidebars and titles.

• The barbell can also be used diagonally in charts and diagrams.

• The line is a clean 1 pt stroke capped by friendly circle starting points.

• Barbell lines should only be produced in shades found within the

UMR color palette.

© 2010 United HealthCare Services, Inc. UM0613 1010No part of this document may be reproduced without permission.

The information provided by this program is for general educational purposes only. It is not intended as medical advice and cannot replace or substitute for individualized medical care and advice from a personal physician. Individuals should always consult

with their physicians regarding any health questions or concerns.

We’re here to helpUMR’s pre-pregnancy coaching is available to you as part of your benefit plan,

at no additional cost to you. If you enroll in UMR’s pre-pregnancy coaching,

you’ll be contacted by a nurse case manager who will help you determine if you

have any health risks and provide you with educational materials and support

based on your needs.

Learn more or enrollYou can learn more about UMR’s pre-pregnancy coaching or enroll in the

program by contacting UMR Maternity Management at our toll-free number,

XXX-XXX-XXXX and follow the prompts to Maternity Management.

Healthy pregnancy, healthy baby! Pre-pregnancy coaching can give you a

great start on motherhood. Contact UMR Maternity Management and take that

important first step for yourself and the baby in your future.

Is There a Family in Your Future?Pre-pregnancy Coaching: A great start to motherhood

It’s a fact ... healthy women are more likely to have healthy babies. That’s why it’s important to know about health risks and birth-defect prevention before you become pregnant.

If you’re planning a pregnancy in the future, UMR’s pre-pregnancy coaching program will help you learn about potential health risks and the things you can do to prevent medical complications for you and your baby.

Birth defects, premature birth and perinatal complications are the leading cause of infant mortality in the United States. But complications and birth defects can be reduced or minimized by these and other actions …

• Pre-pregnancy checkup with your health care provider• Healthy diet and weight, and prenatal vitamins• Stopping alcohol, tobacco or drug use• Staying current on recommended vaccinations• Maintaining early and regular prenatal care

Vertical barbell line used to accent a title

3.5



Online Tutorial & Quiz

Financial rewards can be yours

just for taking an active interest in

your health and gaining a better

understanding health care costs.

Rewards are credited directly to

your health reimbursement account

(HRA), and are available to pay any

remaining out-of-pocket deductible

or coinsurance amounts, just like

other funds in your consumer

account. You and your spouse may be

eligible for incentives (if you selected

family coverage under the UMR

Consumer-Driven Health program).

Please consult your member packet

for specific incentive details.

Consumer-Driven Health Online Tutorial & Quiz The Consumer-Driven Health Tutorial

and Quiz provides a brief introduction

to UMR’s Consumer-Driven Health

program. It will help you become

familiar with the basics of the program

and show you how to create a powerful

connection between your health and

wealth. The quiz will help reinforce the

concepts covered in the tutorial; helping

you make sound, informed health care

decisions! To receive the incentive, you

must view the tutorial online and take

the quiz that follows.

To view the tutorial and take the quiz1. Go to www.umr.com.

2. Click members.

3. Enter the member ID located on

your ID card in the Online Services

Access box.

4. Click Go to my online services.

Our Web site will redirect you to

your online services home page.

5. If you have previously registered for

online services, enter your Username

and Password in the member login

box and click Submit to login. Or,

if you have not yet registered for

online services, click the Need a

Username? Register here link

and follow the prompts to complete

your registration and login.

6. From myHome, click the

myBenefitCenter tab.

7. Click the Consumer Accounts tab.

8. Scroll down to the Consumer Accounts

Overview and Quiz portlet and click

Watch Presentation. After you

have viewed the presentation, click

Take Quiz to earn your incentive.

Don’t miss out on this incentive!

Log on today and start earning

your rewards!

Don’t miss out on this incentive! Log on today and start earning your rewards!

Ex. 1 Texture within box quadrant

Health & WellnessCreating healthier futures

Quarterly newsletterAll Health and Wellness

program members receive

our quarterly newsletter.

Each issue features new and

innovative ways to make

healthy choices a way of life.

© 2010 United HealthCare Services, Inc. UM0217 09-10 No part of this document may be reproduced

without permission. The information provided in this brochure outlines programs and tools developed

by UMR Care Management to help customers understand, identify, and attempt to control certain health

care costs. It is not intended as legal or medical advice, nor does it guarantee or predict specific results.

Satisfaction surveys In order to determine member satisfaction, we ask those who

complete coaching sessions to complete a satisfaction survey. The

results are included in annual reports that we share with clients.

Implementation and communication planUMR has a comprehensive implementation plan to ensure our

program is rolled out successfully. The process consists of five or six

pre-roll out meetings where the implementation team develops a

detailed project plan, assigns tasks and completes the steps according

to the customer’s timeline.

Member communication about the Health and Wellness program is

paramount to program success. We work with customers to develop

an initial communication plan to announce the program, as well

as ongoing communications to remind members of the program’s

importance.

To learn more about our Health and Wellness program, contact your UMR representative.

Ex. 1 Texture within full page quadrant border

Painted texturesA signature element of the UMR brand is the use of painted textures as a

complement to the overall page layout system. The use of these painted

textures gives our materials a unique and memorable appearance. It

highlights our “Customer First” service approach by giving our pieces a

hand-worked feel. The painted textures also complement the logo by

repeating the look of the hand drawn underline in the logo.

Here are some key things to know about using painted textures:

• In most instances, painted textures should be used within the

boundaries of a rounded box quadrant or feature box. (Ex. 1)

• Only one type of painted texture should appear per page or per spread.

• It’s acceptable to place text over painted textures as long as the words

are legible.

• Only use approved painted textures available upon request from the

UMR graphic library.

3.6

Painted strokesAn additional element to the UMR brand layout is the use of painted strokes.

Painted strokes should be used mainly as background elements to accent

headlines and side bars or to provide a background texture to object

cutouts, member cutouts or banner boxes used for titles and side bars.

Here are some key rules when using painted strokes:

• Painted strokes should be used for member materials only. They should

not be used for sales materials.

• When using painted strokes in a layout, some portion of the quadriant

box graphic system still needs to be evident on the page. See examples

below.

• Only approved painted strokes from the UMR image library can be used

when creating layouts.

• When using the painted strokes in a layout, choose paint strokes from no

more than two color families for the layout. See the color family swatches

below. For example a green and blue stroke could be used together, but a

green, blue, and brown stroke should not all apear within one layout.

• When using text elements on top of the paint strokes, the text needs to

be completely contained within the paint stroke. Text should not fall on

the edges or off of the paint stroke. Remember, readabiliy is key.

3.6

Green family Bue family Brown familyYellow family

Color families

Sample painted strokes

Imagery

Member collateral

UMR builds strong, productive, personal relationships with our clients and their plan members. For this reason,

photography used in our member materials depicts individuals and groups interacting together in a friendly, positive

way. Individuals in the photos are often shown in everyday situations and environments with which our audiences will

identify. Illustrated icons and object cutouts added to the member imagery give the piece a light-hearted, fun feel.

Here are three ways to incorporate imagery into member collateral:

• Using people and object cutouts. These are photos with no background elements that are overlaid onto painted

textures or solid backgrounds.

• Using brushed photographs. These are photos with specific PhotoShop filters that create the feeling of an

individual or object emerging from an impressionist painting. In almost all cases, brushed photographs should either

bleed to the edges of the layout or should be contained within a rounded box.

• Using illustrated icons. These are vector based icons that can be used to....

To help your children stay healthy, it’s

important that they receive immunizations

and have the proper screenings according

to their health care provider’s recommen-

dations. The guidelines here are a general

reference only. Always discuss your child’s

particular preventive care needs with the

health care provider.

Use these charts to record your children’s

immunizations and screenings.

Be Healthy. Stay Healthy.

YeaR3 4 5 6 7 8 9 10

ü ü

TRack

YouR child’s

RecoRdsí

Sources: Advisory Committee on Immunization Practices (subcommitee of the Centers for Disease Control–CDC), U.S. Preventive Services Task Force, American

College of Obstetricians and Gynecologists, American Academy of Pediatrics, and other nationally recognized authorities.

Where to get more information: Centers for Disease Control (CDC) Web site, www.cdc.gov

Child Screening Guidelines & Immunization Schedule

Birth - 2 years 3 - 10 years 11 - 18 years

©2010 United HealthCare Services, Inc. UM0214 0910


Plot a course to healthy changeOnline Action Plans point the way to a better YOU

Are you thinking about making a lifestyle change but don’t know how or where to start?

Want help that is convenient and easy to use? umr.com offers a great resource with just a

few mouse clicks, and there’s no cost to you.

UMR’s MyHealthTools include Action Plans that help you make behavior changes and

healthy lifestyle choices. The interactive, online sessions offer plans for a variety of lifestyle

behaviors, so you choose the one that best fits your health needs and interests.

Healthy eating

Weight management

Smoking cessation

Exercise and activity

Stress management

Diabetes prevention

Heart disease prevention

Object cutout

Object cutout

People cutouts

Brushed photograph

A Healthy Baby Starts With

a Healthy YouTo enroll, simply go to umr.com, or call XXX-XXX-XXXX.

When you join, you will receive one-on-one phone calls from a nurse coach, free educational materials and an incentive gift.*

Sign up

today!

* To be eligible for the free incentive gift you must enroll during your first or second trimester and continue to actively participate in the program each trimester of your pregnancy.

trust in us for knowledge and support on your journey to motherhoodWhether you are considering having a baby or are already expecting, Maternity

Management can teach you how to reduce your risk of complications and prepare

you to have a successful, full-term pregnancy and a healthy baby.

Why Join?Healthier women are more likely to have healthy babies. If you

are thinking about starting a family, our experienced OB/GYN

nurses will help you understand your personal health risks

and empower you to take action before you become pregnant.

When the time arrives, our registered nurses will support you

with timely prenatal education and follow-up calls, and will

refer you to case management if a serious condition arises.

Your nurse coach will call you each trimester during your

pregnancy and once after your baby is born.

If you are pregnant and are identified as

high-risk, a nurse case manager will

monitor your condition and work to reduce

your claims costs throughout your pregnancy

and the post-delivery period.

You can self-enroll in Maternity Management or

pre-pregnancy coaching, or you’ll be contacted and

invited to participate if you are identified as preg-

nant through a clinical health risk assessment,

utilization review or other program referrals.

Enrollment is easy!

Our nurse case man-agers have extensive clinical backgrounds in obstetrics/gynecology.

A Trusted Source

People cutout

Don’t miss out on your chance to receive a $100 gift card. It’s your reward for signing up to work with a personal coach, trained to help you manage the challenges of living with a chronic condition. The life-changing, personal coaching is free, but the number of gift cards is limited – so pick up the phone and call before it’s too late. You can do it – take the first step to a better quality of life.

See back for details »

Time to cash inand pocket $100 for making the right call to take back your health

Bene

fits T

erm

inol

ogy

Fortunately, you don’t need a foreign language professor or CIA code-breaker to understand all of these terms. That’s because our own UMR team of language experts has already defined them for you along with a few others for you. Check it out. Before you know it, you’ll be speaking benefits as a second language!

What is a deductible? Definition: The amount you have to pay before your plan pays for specified services. Deductibles are usually an annual set fee. A deductible may apply to all services or just a portion of your benefits. It depends on your benefits plan.

What is a coinsurance? Definition: A set percentage of covered costs that you pay after your deductible has been paid. Your plan pays a higher percentage. You pay a lower percentage.

What is a copayment? Definition: A small set fee. It is paid each time you have an office visit, outpatient service or prescription refill. The fee is de-termined by your health plan. Copayments don’t vary with the cost of service.

What is a out-of-pocket? Definition: The amount you pay out of your pocket for particular health care services during a particular period of time. An out-of-pocket maximum limits the amount you have to pay during a particular period of time.

Learn the language of health care

Let’s face it. Understanding health and benefits terms is like learning a foreign language for most of us. Knowing the difference between coinsurance and copayment can be confusing. And deciphering an EOB from COB is enough to make almost anyone say OMG!

© 2012 United HealthCare Services, Inc. UMXXXX XX-12No part of this document may be reproduced without permission.

Tip...think percentage

Tip...think set fee

– more –

illustrated icon

3.7

Brushed photograph

Sales collateral

The use of the typical “happy people” in “happy situations” should be avoided when creating sales collateral. Instead,

the design should rely mainly on the use of textures and images that emphasize the key concept in each sales piece.

Here are two ways to incorporate photography into sales collateral:

• Using object cutouts. These images are simple objects that have a transparent background and have some type

of metaphor associated with it. For example, a tool belt image (Ex. 1) may represent our comprehensive new group

installation tools we provide to help employers make an easier transition to UMR.

• Using conceptual photography. The photographs should metaphorically represent a topic or idea that is reflected

in the content of the piece. These pieces may contain images of people, but should do so in a way that puts the

focus on the concept that is trying to be related and not the person. For example, the woman pictured above (Ex. 2)

looking through a picture frame might convey imagining, dreaming or creating new possibilities.

Today’s executives are faced with an array of business challenges from profit

margins and cost management to competitive pressures and customer

satisfaction. As a health care executive, you have a unique opportunity to

alleviate one of those concerns—benefit costs. By leveraging internal resources,

you can help your organization address the matter of rising benefit costs.

There are a wide range of cost containment strategies to help you manage benefit

costs. By taking an active role in understanding and defining your organization’s

benefits strategy, you can ensure that your benefit plan aligns with the overall

goals of your organization. Consider posing the following questions to your human resources/benefits team:

What are the top three areas driving our employee health care costs? What is being done to manage those cost drivers?

How does our per employee per year health care cost compare to national trend and our budget?

Where do we expect per employee per year health benefit costs to be in the next 1-3 years?

How does our organization’s health benefits results compare to other hospitals and employers of similar size?

What cost management strategies exist in the marketplace today that we are not leveraging? Why are we not leveraging those strategies?

Continued on back...

UMR Road MapSuccessful Health Plan Coordination

© 2010 United HealthCare Services, Inc.


We help employers

create an environment

capable of materially

reducing the burden

of health benefit costs

on their businesses.

Consumer-Driven Health PlansCreating health and wealth connections while controlling health care costs

To learn more about our consumer-driven health plan, visit our Web site at www.umr.com or contact your UMR representative.

Informational ToolsUMR offers an online member portal,

providing 24/7 access to important

account information – such as

account balances and claims activity

– making it easy for members to

manage their health benefits. In

addition, UMR offers a variety of print

and online materials to assist plan

members in pursuing high quality,

affordable health care options.

We combine our own quality Web

services with nationally known

medical and pharmaceutical resources

offered by best-in-class organizations,

such as HealthcareAdvisor™. We

also provide an efficient and effective

suite of reporting tools, so employers

know exactly how their benefit dollars

are spent.

CommunicationsA key to CDH plan success is

a thoughtful marketing and

communications campaign to ensure

members understand their benefit

offerings and how to make the most

out of it. Effective print and online

informational tools for employers and

plan members are available to educate

and communicate plan options,

features and benefits.

Our communication plans are estab-

lished, tested and can be seamlessly

applied to any organization. We are also

available to customize and create new

material based on your unique needs.

Benefits Far into the HorizonCDH components can be configured

to help consumers within a retiree

population as well. With UMR’s

Retiree Reimbursement Account (RRA)

arrangement, retirees can use these

funds to pay for insurance premiums,

obtain reimbursement for qualified

expenses or both.

Like an HRA, defined contributions are

made annually by the employer and can

accumulate year-over- year. Accounts

can be set up to include the retiree

and his/her dependents. They are not

considered as taxable income, making

this an attractive retirement benefit for

both the employer and employee.

We know one size does not fit all,

so we offer design leadership and

consultative support in order to assist

in developing benefit plan options,

care management programs, incentive

structures and communication

campaigns that are designed for your

needs and population. We would be

happy to work with you to define CDH

options for your organization.



UMR consumer-driven health (CDH)

plans represent the most complete

CDH programs available in the

marketplace today. Our solutions offer

a comprehensive health care benefit

experience designed to help:

• Employees and plan members

live healthier lives and become

progressively better consumers of

health care.

• Employers create an environment

capable of materially reducing the

burden of health benefit costs on

their businesses.

The program begins with driving

personal ownership through selection

of a consumer account type, such as a

qualified high deductible health plan

with a health savings account (QHDHP/

HSA) or a health reimbursement

account (HRA). Integrating your

selected benefit plan with our state-

of-the art care management offering is

available in order to best manage your

at-risk population and encourage those

who are healthy to stay that way!

UMR offers a variety of incentive

tactics and strategies in order

to increase participation in care

management programs or simply

to motivate members to take an

active interest in their health and

wellness. Lastly, UMR understands

that communication and educational

campaigns are necessary for any

program to succeed. We provide a

suite of effective and informative

materials to help members understand

and use the plans most effectively.

Ownership + Education + Activation = Success!

Qualified High Deductible Health Plan/ Health Savings Account (QHDHP/HSA)UMR’s QHDHP/HSA product offers

a complete solution, which can be

seamlessly configured for your needs.

We handle the claim administration and

provide employers with a choice of four

preferred HSA financial institutions

that offer a variety of integration points.

UMR’s myHealthTools gives you effective online

resources and tools your employees can use to take

action and make smart decisions for their health.

© 2010 United HealthCare Services, Inc. UM0586 0810No part of this document may be reproduced without permission.The information provided by this program is for general educational purposes only. It is not intended as medical advice and cannot replace or substitute for individualized medical care and advice from a personal physician. Individuals should always consult with their physicians regarding any health questions or concerns.

View the Podcast Reinventing Health Care: Introduction to myHealthTools to learn more.

Then contact your UMR Account Management team for details.

Better information. Better decisions.

Better health.

Introducing myHealthTools

What if you could reinvent health care? What would that look like?

What if you could provide your members with better online Health and Wellness tools?

Better information and better decisions lead to better health.

Helping your employees make

better decisions – and take

control of their health – is key

to overall wellness.

Ex. 1Conceptual

photography

New Customer Implementation

Toolkit

October 2010

Ex. 1Object cutout

Object cutout

Conceptual photography

Conceptual photography

Object cutout

3.7.1

Charts, graphs and diagramsInformation should be presented as a graphic (chart, graph and

process diagram) if it can add clarity for the viewer. When designing

an informational graphic, make the graphic understandable without

requiring the user to read surrounding copy.

Here are some key things to note about using charts, graphs and diagrams:

• When creating charts, graphs and diagrams use the UMR

color palette in varying shades lending visual breaks to the

information.

• With few exceptions, charts, graphs and diagrams should have

an accompanying title. This title should help readers understand

what they are looking at without having to read the entire chart

or table.

• For readability, the font size should never drop below 6 pts.

Request access to our online employer demo.

Want to Know

More?

At UMR, we want you to know that we’re asking the same questions you are and we’ve been listening to what you have to say. Innovation is a key driver to developing a culture of health. Our culture is about innovation.

We’re delivering Better Information — helping you and your members make Better Decisions so we can all enjoy Better Health.

We’re UMR, a UnitedHealthcare company

Feature/Tool Description

Clinical Health Risk AssessmentHelps members assess current health status and risks. Self-directed use only.

No customer reports included.

Including biometric upload, aggregate reports, data export functionality and member reports.

Action PlansInteractive online educational sessions covering lifestyle and disease prevention topics.

Action plans are incentive driven by CHRA results or health coach recommendation.

Action Plans engage, educate and periodically quiz members to reinforce learning.

Personal “push” messagingTargeted, auto-generated reminders, tips and health activities sent to members via email or secure message center. (Based on the member’s CHRA results, action plan steps and coaching input.)

Incentive tracking and management Program participation and incentive points tracked online.Allows coach or member to enter progress and track participation and points.Rewards and incentive gift fulfillment Online reward tracking and gift card fulfillment makes gift selection and distribution automatic. Gift card amounts selected online by HR ($25 minimum). Cards redeemable at many desirable retailers – Barnes & Noble, Target, etc.Customized Events and ChallengesDetermine local events and challenges and track participation online.

Personal Health RecordMembers can manually enter basic health information about medications, conditions and contacts. Employers may batch load Rx refill data,

claims and biometric results.

Access to health coachesMembers can ask questions of coaches and receive replies online and via email.Secure messagingMembers can send secure messages online to health coach.

BrandingTools can be branded with a company logo.

Online Wellness Tools Comparison

BASICmyHealthTools

*Available for an additional fee. Contact your Strategic Account Executive for pricing information.

EnHAnCED* myHealthTools

© 2010 United HealthCare Services, Inc. UM0605 0910No part of this document may be reproduced without permission. The information provided in this brochure outlines

programs and tools developed by UMR Care Management to help customers understand, identify, and attempt to control certain health care costs. It is not intended as legal or medical advice, nor does it guarantee or predict specific results.

Changing Behavior, Reducing CostsUMR’s population-based program has a multi-tiered approach that benefits

members along the entire health continuum. It is a fact – healthier employees

and their dependents make a difference to your bottom line. As their health improves,

not only does their productivity increase, you also see a decrease in your health care

costs. Reducing claims alone will not make this happen. It takes a whole different

approach – you need to effectively change behavior so individuals can avoid claims

in the first place.

UMR Care Management can make this happen for you. We know change is not

easy for everyone and there are different stages of readiness for change. That is why

our Disease Management program uses the leading behavioral change model, the

Prochaska transtheoretical model. With this model, we can determine which stage of

change individuals are at and how we can best work with them to improve their health.

How Does the Change Model Work?When participants complete an initial assessment with a registered nurse, they also

answer specific questions to help identify their readiness to change stage. We ask

them if they are ready to:

• Increase their physical activity/exercise

• Stop the use of tobacco products

• Improve their dietary habits

• Increase their medication compliance

The stages of change represent a continuum of behavioral change. Our registered

nurses are highly trained and use a compassionate touch to steer participants as they

move through the stages. By applying the right process at the right time, we have a

great opportunity for efficient and effective behavior change.

UMR’s Disease Management FlowPotential program participants are stratified into the appropriate tiers for participation

in the program. Using a 1-2-1-1 engagement approach, members who are identified

for one-on-one sessions with a nurse and/or those with a chronic condition are auto-

matically enrolled in the program. A member can choose to opt out at any time, but

must submit a written or verbal request to UMR.

Participants are not identified with a covered condition but did fall in a category for a Targeted Member Messaging (TMM) note based on

another condition or situation.

Targeted Member Messaging

Disease Management

Flow Chart

Members with a condition identified

Member data collected

UMR Data Warehouse

ClaimsHealth Condition Surveys

Clinical Health Risk Assessments

How it works

Recruitment

Members identified as high risk will be placed in this tier and will be contacted to determine their willingness to participate.

A one-to-one approach will be used to engage members.

Self-directed

Lower risk members who have not been targeted to work one-on-one with a Registered Nurse. These members are successfully

managing their condition(s).

Stratification rules applied and members separated for intervention

Accepted

Includes high risk members who are working one-on-one with a

Registered Nurse. The plan of care will be based on the member’s clinical

risk status and readiness to change.

Maintenance

Members who have completed their work.

Members will work to maintain the gain and

address relapse prevention.

Non-Engaged

Eligible members who chose not to participate in the program or did not respond

to a Disease Management invitation. Members who stop participating with a

nurse will also be included in this tier.

Maximixing your investment

To maximize your

short-term return

on investment, we

give top priority to

participants who are

currently ready to

move up the behavior

change ladder

- over -

Targeted Member MessagingUMR believes that members—especially those with a chronic condition—can make

improvements in their health via timely, personalized health care recommendations.

Our targeted member messages detail a member’s most recent health care and

pharmacy history and offer recommendations for improving health while reducing

costs. They also remind members of age- and gender-specific health screenings.

Chart

Process Diagram

Strength in numbers

More than

95%of our

customers

recommend us

More than 95% of them renew with us

Diagram

Graph

3.8


Want to Know

More?


















BASICmyHealthTools






Want to Know

More?


















BASICmyHealthTools





Disclaimer

Copyright Document code

Document codeA document code is used as an

identifier for each marketing piece.

It’s crucial to include this code

on any printed item. The code is

used as the main reference when

ordering printed materials and

when cataloging materials on Brand

Central. The code should always

appear in the following format:

Legal and back page lockupThe last page of every marketing piece must contain some vital

information. All of the following listed items help maintain

organization, protect the company brand, and give the viewer

important information.

Copyright and disclaimerThe copyright should always appear in the following format

with the appropriate year substituted:

©2011 United HealthCare Services, Inc.

The disclaimer should always fall under the copyright. More

than one disclaimer may appear on each piece. The following

disclaimer should appear on all marketing materials:

“No part of this document may be reproduced without permission.”

All marketing materials should be reviewed by the UMR Legal

Department before they are finalized to determine if additional

disclaimers are needed.

1) Logo

2) Address (when appropriate)

3) Phone number

(when appropriate)

4) Web site address

(when appropriate)

5) Document code

6) Copyright and disclaimers

UMXXXX XXXX

The letter “UM” will always start a document code that references the TPA business unit.

This is a four-digit numerical code assigned by print services. These four numbers are unique to each document.

The month and year the piece is created in a four digit format. For example April 2011 would read “0411” and December 2009 would read “1209.”

3.9

Paper specificationsThe last page of every marketing piece must contain some vital

information. All of the following listed items help maintain

organization, protect the company brand, and give the viewer

important information.

Corporate collateral

We recommend the following:

• Business cards and folders – 100# Via Felt Cover in warm white

• Letterhead – 60# Husky Smooth Offset in white

• Envelopes – 24# stock

Sales and member collateral

We recommend the following:

• 80# Xerox Text (used for digital printing)

• 80# Porcelain Silk Text (used for offset printing)

• 80# Xerox Cover (used for digital printing)

• 80# Porcelain Silk Cover (used for offset printing)

Special communicationsFor special marketing pieces like invitations, large format printing, or

direct-mail pieces, a different paper stock may be appropriate. Please

contact the UMR Marketing Communications Department before you

use an unauthorized paper stock.

3.10

Templates and samples

Folder

715.841.6318 (T) 715.841.6317 (F) 800.542.6642 x6318 www.UMR.com [email protected]

ADDRESSEE’S NAME March 7, 2008TITLECOMPANY NAMESTREET ADDRESSCITY, STATE ZIP CODE

Dear Mr. Smith:

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11 Scott Street, Suite 100

PO Box 8076

Wausau, WI 54402-8076

Letterhead

Jay M. Anliker Division President

Heath Plan Services

715.841.6318 (T)715.841.6317 (F) 715.841.6318 (C)

866.881.0800 x6318

[email protected] Scott Street, Suite 100

Wausau WI 54403-4808

Business card

Attendees:

Jon Doe VP XYZ Companies

Jon Doe VP XYZ Companies

1:00 pm – 2:00 pm Presentation

2:00 pm – 3:00 pm Tour

NOTE:

To edit the attendee list in the right hand column, go to the View Menu > select Header and Footer, and make your edits. Then when your edits are complete select Header and Footer again to move back to the regular view.

The barbell lines that define the top and bottom of the attendees list can be moved up and down depending on the number of attendees.

Agenda

What you need to know about us

Financial stability Innovative approach

Significant network discountsPowerful technology

Capital investments potential

PowerPoint template

1 2

3

Fast, Convenient Provider Lookup — Online 24-7

Get the most from your benefit plan – use participating network health care providers whenever possible. Receiving health care services from a participating provider reduces your out-of-pocket health care costs.

continued on back »

It’s easier than ever to find a participating network provider. You can look up health care providers from the UMR Web site’s homepage – without having to log in.

Just follow these simple steps …

Go to www.umr.com and click Find a provider

Select Medical to look up health providers or select Dental to look up dental providers

Check your benefits ID card and select the network in the list that matches the network displayed on your card.

Flyer

© 2010 United HealthCare Services, Inc. UM0217 1210 No part of this document may be reproduced without permission. The information

provided in this brochure outlines programs and tools developed by UMR Care Management to help customers understand, identify, and

attempt to control certain health care costs. It is not intended as legal or medical advice, nor does it guarantee or predict specific results.

Quarterly newsletter

With UMR Health and

Wellness, members receive

our quarterly newsletter.

Each issue features new and

innovative ways to make

healthy choices a way of life.

Web-Based SupportOur online features include access to Action Plans containing

educational tutorials, incentive-driven events and challenges, access

to health coaches via secure messaging, and a personal health record

to safely store important information. When members participate in

events or challenges, their progress is automatically tracked online.

When members reach incentive milestones set by you, they can redeem

their incentive points for gifts online.

Note: Some of the online features carry an additional cost. Please

discuss with your strategic account representative.

Satisfaction surveysIn order to determine member satisfaction, we ask those who complete

coaching sessions to complete a satisfaction survey. The results are

included in annual reports that we share with customers.

Implementation and communication planUMR has a comprehensive implementation plan to ensure our program

is rolled out successfully. The process consists of pre-rollout meetings,

during which the implementation team develops a detailed project plan

and assigns tasks for completion according to the customer’s timeline.

Member communications about the Health and Wellness program is

paramount to its success. We work with customers to develop an initial

communication plan to announce the program, as well as ongoing

communications to remind members of the program’s importance.

To learn more about our Health and Wellness program, contact your UMR representative.

Health & WellnessCreating healthier futures

UMR’s Health and Wellness program offers clients a proactive approach to improving health, while reducing health care costs for the long term. Our solution focuses on identifying current and future health risks within an employer’s population of benefit participants. We then work with participants to increase their awareness of health risks and how they’re linked to health conditions such as diabetes, heart disease or hypertension. When members understand this and engage in healthy lifestyle choices, they are less likely to develop a chronic, costly and, often, debilitating condition.

Employers can select Health and Wellness components that best meet their needs and budget. Here’s how it works.

Brochure

3.11

Templates and samples

Today benefits administration

can seem as cobbled together

as a camel. So check out the one

thoroughbred in the herd—UMR.

UMR is the only third-party

benefits administrator to offer

self-funded employers the

flexibility and service you expect

from a TPA with the scale and

reach of a Fortune 50 company.

Only UMR can give you the

significant network discounts

of UnitedHealthcare.

Only UMR can give you a totally

integrated approach to benefits

administration or easily plug and

play with your preferred vendors.

Only UMR can easily respond

to State and Federal mandates,

regulators and market changes.

There’s an old adage —a camel is a horse designed by committee.

UMR—the smart money is on us. Find out more at www.umr.com

Advertising

(or try to)

Those who can, do. Those who can’t, imitate.

Self-funded benefits administration is not simple and it sure doesn’t seem easy. So enlist the expertise of UMR, a UnitedHealthcare company, to get the flexibility, insight and expertise you expect from a third-party administrator plus the scale and reach of a Fortune 50 company.

Only UMR can give you the significant network discounts of UnitedHeatlhcare.

Only UMR can give you a totally integrated approach to benefits administration or easily plug and play with your preferred vendors.

Only UMR can easily respond to State and Federal mandates, regulators and market changes.

Making the simple complicated is commonplace. Making the complicated simple…that’s UMR.Find out more at www.umr.com.

Advertising

Hooray for Hollywood!

UMR is proud to be a sponsor for this evening with the stars. No one shines as bright as the people who are helped by The Women’s Community…and by the people who work and volunteer for The Women’s Community.

Advertising

Trade Show Banner

More than 91 percent of our clients would recommend UMR to other self-funded employers. Find out why and how UMR can help your clients. Please join us for dinner and a quick overview about our own champions. Then be our guests at a rematch of the 2010 World Series between the defending champion Giants and the Rangers.

5 p.m. — Pregame Meeting with your Arizona UMR TeamScottsdale Museum of Contemporary Art7374 E. 2nd StreetScottsdale, AZ 85251Light dinner will be served

7:05 p.m. — Giants vs. Rangers (World Series Rematch)Scottsdale Stadium Charro Lodge7408 E. Osborn RoadScottsdale, AZ 85251VIP seating with food and refreshments included

for an evening with UMR and the World Series Champions!San Francisco Giants vs. Texas RangersMonday, March 7, 2011

RSVP by Friday, Feb. 11to Patricia Giles-Kennedy at [email protected].

Directions

E-invitation

Anniversary card

3.11.1

4 Electronic media

4.1 Guiding design principles

4.2 Color palette

4.2 Font specifications

4.3 Digital media dos and don’ts

4.4 The Content Management System 4.4 Home Page Template 4.4.1 Content Page Template

4.5 Microsite integration

4.6 Presentations

4.7 Video, podcasts and interactive flash

4.8 Web exhibits

4

The design of our Web and digital media products is fully

integrated with our overall brand strategy.

Guiding design principlesAlthough some of the microsites will not use the Open CMS system, the

design of all the UMR family company Web sites will (generally) follow

the grids outlined on the following pages. A design will be provided to

each microsite for implementation. The guiding design principle behind

the site design is to present the user with a cohesive and familiar layout

and navigation. Although UMR consists of multiple entities, whenever

possible, we will strive to present what appears to be a “seamless”

Web experience even though the user is actually traversing multiple

URLs/domains.

4.1

Web site homepage

Web color palette

41 R 46 G 49 BHex 292E31

95 R 99 G 102 BHex5F6366

149 R 150 G 152 BHex 959698

201 R 203 G 202 BHex C9CBCA

80 R 186 G 54 BHex 508A36

122 R 203 G 101 BHex 7BCA65

168 R 220 G 154 BHex A8DC9A

211 R 238 G 205 BHex D3EECD

27 R 113 G 41 BHex 187129

84 R 149 G 95 BHex 54955F

140 R 181 G 148 BHex 8CB894

198 R 219 G 202 BHex C6DBCA

60 R 55 G 23 BHex 3C3717

110 R 106 G 81 BHex 6E6A51

157 R 155 G 140 BHex 9D9B8C

205 R 205 G 197 BHex CDCDC5

0 R 148 G 148 BHex 009494

65 R 175 G 176 BHex 41AFB0

127 R 201 G 202 BHex 7FC9CA

197 R 228 G 228 BHex C0E4E4

19 R 97 G 99 BHex 136163

220 R 192 G 33 BHex DCC021

If in doubt, refer to umr.com for active examples

of styling of bullets, images,

tables, fonts, etc. or contact Jan Oliver.

Font specificationsTypestyles

Featured Text Brisa, 24pt bold

1st Level Header Myriad Pro bold italic or Arial bold italic, 18pt

2nd level header Myriad Pro bold or Arial bold, 12pt

Body Text Myriad Pro or Arial, 12pt

Emphasis Text Georgia italic, 12pt

7

Font specifications Typestyles

1st Level Header Myriad pro black or Arial bold, 18pt

2nd

level header Myriad pro black or Arial, 12pt Body Text Myriad pro black or Arial, 12pt

Georgia italic, 12pt (rarely used)

*Updated **if in doubt, refer to umr.com for active examples of styling of bullets, images, tables etc. or contact Jan Oliver.

4.2

Dos

• Do follow the writing guidelines that are covered in this guide. They apply to print and digital media.

• Do test and preview new Web content or media before publishing to ensure that it is displaying correctly and that all links/linked elements work as programmed.

• Do use only fonts identified in these guidelines.

• Do use photos with rounded corners.

• Do use only colors in the UMR color palette when creating charts or graphs.

• Do keep line weight consistent. If you are creating a chart, use the same line weight on all elements.

• Do remember that less is more. If you are trying to crowd too much on a screen, users will become confused by the message.

• Do allow plenty of white space so that information does not look crowded and busy.

• Do maintain even gutter spacing around text and graphic elements.

• Do follow Web guidelines wherever possible – if in doubt, contact Marketing Communications.

• Do follow application guidelines if you are a programmer working on an application. Applications are not exempted from these guidelines.

Don’ts

• Don’t run text over (on top of) a branding element such as our logo or the top or bottom wave elements.

• Don’t modify the UMR logo. If you need to co-brand something, follow the co-branding guidelines.

• Don’t use photos with square corners.

• Don’t use colors that are not part of the UMR color palette. This includes link text, button outlines, bolded text, etc.

• Don’t underline text or use ALL CAPS for emphasis. Use color instead (sparingly).

• Don’t use photos or other media that are not approved by Marketing Communications. Violation of copyright can result in fines.

• Don’t use cartoons, clip art or icons unless provided by Marketing Communications.

• Don’t apply text “special effects” such as neon, outline, drop shadow, etc.

• Don’t run text over a person’s face in a photo.

Digital media dos and don’ts

4.3

The Content Management System (CMS)

Grid Design Considerations

The umr.com site uses the Open CMS System to allow the rapid creation/maintenance of Web pages. In order

to ensure a rapid deployment of the new branding system, design templates were prepared in Open CMS. For

illustration purposes, the CMS template is loosely illustrated in this section.

4.43

The Content Management System Grid Design Considerations

Home Page Template

4.4.1

4

Content Page Template

Microsite integrationThe following chart shows the integration of UMR branding elements across various UMR microsites. Although the

design may vary based on the needs of that organization and its supporting online services applications, there is an

overall sense of continuity in the design.

4.5

Presentations

PowerPoint and WebEx Teleseminars

Marketing Communications has provided a template for PowerPoint presentations. The examples below show

how to present information of varying types within a presentation. Note the use of white space, elements with

rounded corners, simplified text and graphics. Keep presentations clean and simplified for greatest impact.

Here are some key things to note about using UMR PowerPoint templates:

• When creating PowerPoint presentations, only use approved templates located on Brand Central.

• Approved images and written guidelines on how to use the UMR PowerPoint template can be found within the slide deck and notes section of the approved UMR templates.

• All slide text should be formatted according to the slide master text styles located in the UMR PowerPoint template. Try to avoid using all CAPS.

• All font sizes for the various slide elements should remain as consistent as possible throughout the document.

4.6

Finalist Presentation Cover Slide

Strength in numbers

More than

95%of our

customers

recommend us

More than 95% of them renew with us

Finalist Presentation Content Slide

What you need to know about us

Serving more than 1,300

customers and

2.1 million members

Handling 4 million

phone calls annually(and promptly)

Accurately processing more than

39 million claims valued at more than

$10 billion a year

More than 2,800

people focused on your plan

Finalist Presentation Content Slide

Teleseminar Cover Slide Teleseminar Content Slide Teleseminar Content Slide

Video, podcasts and interactive flashMarketing Communications develops all flash, video and interactive media for UMR. The following examples

demonstrate how these media elements are integrated with our design and brand guidelines while still allowing

for variation based on the subject matter. If you would like to use multi-media site tours, video, tutorials or other

interactive media to meet client or member education needs, contact Marketing Communications.

4.7

You & Your Baby - A Guide to Healthy Pregnancy Interactive Flash

High Deductibel Health Care Interactive Flash

Podcast Web Page Online Portal Quick Tour Podcast Online Health & Wellness Tools Marketing Podcast

Web exhibitsWeb exhibits are created to promote or support client or member education needs. A Web

exhibit can be created to create a central point of access to a variety of media (documents,

tutorials, videos, external links) covering a particular subject.

4.8

April Teleseminar Exhibit Page

March Teleseminar Exhibit Page

umr style guide -...

Documents