Healthcare without Boundaries

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Healthcare without Boundaries

• Wednesday, February 19, 2003
• 10AM PST/1PM EST

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Agenda

• 1000 AM Welcome/Onyx Overview
• Dave Self, VP, Healthcare Sales
• 1015 AM Microsoft Healthcare Overview
• Paul Mattes, .Net Advisor, ISG Healthcare
• 1025 AM UPMC Case Study
• Joe Aggazio, Manager, Medicare Small Market
  Commercial Sales
• 1045 AM QA
• 1100 AM NetCast Adjourns

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Key Differentiators
Given the choice, 92 of Onyx customers would
choose Onyx again

• Avg implementation times
• Overall 4 mos (17 wks)
• Most Complex - 5.25 mos
• Industry averages
• More than 10 mos
• 50 last more than 12 mos
• Single Unified Application
• Extensive use of XML
• 100 web services enabled

• 1/3 the implementation cost of leading competitor
• 78 of projects completed within 15 of budget
• Use of Industry Standards
• Single Unified Application
• Only CRM solution to offer Unicode support

• 86 of all licenses sold have been deployed
• 88 use Onyx Weekly, 74 daily
• 88 use Onyx in 3 depts
• 4th generation, unified Internet suite
• Customer Centric Design

Latest On Time and On Budget Successes in Health
Care

• UPMC Health Plan (uses OEP and OPP to process
  group enrollments up to 75 faster)
• Regence Group (1100 users across plans in four
  states)
• Delta Dental (uses Onyx to manage plans in New
  York, Pennsylvania and California)

We will make you successful with your CRM
initiative period.
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Pyramid Approach
CRM Success from the top down
Analytics
Back Office
Operational Systems
Infrastructure
Front Office
Business Intelligence
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Corporate Vision
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Strategies and Initiatives
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Business Processes and Organizational Alignment
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Supporting Technology
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Health Care Lifecycle
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Onyxs Commitment to HealthCare

• Customer UPMC Health Plan chosen as one of 6
  finalists for Gartner's CRM Excellence Awards
• Onyx selected as preferred vendor by BCBSA
• Onyx featured in November 2002 - Healthcare
  Information Management and Healthcare Informatics

"Payers can no longer buy large pools of
customers from employers," says Hallick. "They
have to get them one-by-one. You need to have a
consumer-driven philosophy." Increased
competition will put a premium on
differentiation. "That is a key, and CRM
differentiates," says Wyatt. - 2002 - Healthcare
Informatics
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HIPAA
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Agenda

• 1000 AM Welcome/Onyx Overview
• Dave Self, VP, Healthcare Sales
• 1015 AM Microsoft Healthcare Overview
• Paul Mattes, .Net Advisor, ISG Healthcare
• 1025 AM UPMC Case Study
• Joe Aggazio, Manager, Medicare Small Market
  Commercial Sales
• 1045 AM QA
• 1100 AM NetCast Adjourns

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Healthcare without Boundaries

• Market Segments
• Providers
• Health Payers
• Pharmaceutical Manufacturers
• Employers Government

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Information flow is critical

• All about decreasing the friction in the
  day-to-day lives of organizations in Healthcare
  the ecosystem
• Increasing the velocity of the information flow.
  This enables
• Higher Quality decisions
• Simplified healthcare consumer experience
• Moving toward the Real-Time Enterprise

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Improving the Information Reach
Patient/Family E-mail, Patient Scheduling and
Clinical Follow-up
Claims, Supplier, Labs, Home, etc.
Patient Portal
External
ADT, Reg, Scheduling, Billing
Corporate Portal
Labs, Pharmacy
Corporate Portal, BI
Company
Reach
Secure Connected Infrastructure
Niche Systems (PMS, CPR, CPOE)
Digital Dashboard POC
Clinical Workflow
Team
E-Mail Calendar Tasks
Collaborative Office Tools RTC
Data-enabled Documents
Clinical Alerts
Personal
Messaging Data Capture
Collaboration
Transactions
E-Health
Capability
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How do we get there?

• Take a pragmatic approach and move through the
  capability matrix
• Implement flexible solutions that drive value and
  better experience for the consumer, and other
  members of the ecosystem.
• Leverage technologies available TODAY

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Todays Technologies

• Onyx
• Mobile solutions
• Tablet PC
• Pocket PC
• EAI Solutions
• BizTalk Accelerator
• Microsoft.Net
• Business Intelligence Solutions

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Agenda

• 1000 AM Welcome/Onyx Overview
• Dave Self, VP, Healthcare Sales
• 1015 AM Microsoft Healthcare Overview
• Paul Mattes, .Net Advisor, ISG Healthcare
• 1025 AM UPMC Case Study
• Joe Agazzio, Manager, Medicare Small Market
  Commercial Sales
• 1045 AM QA
• 1100 AM NetCast Adjourns

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UPMC Health Plan

• Pittsburgh-based subsidiary of UPMC Health System
  
• Consistently ranked among the nations best of
  the best hospitals by U.S. News and World
  Reports
• Number of health-care access products, including
  HMO, PPO, and Point of Service plans
• More than 6,500 physicians in partnership with 83
  hospitals throughout western Pennsylvania

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CRM Vision

• Fastest growing health-benefits company in the
  state of Pennsylvania
• Members are empowered
• Medical providers are truly partners
• UPMC is a facilitator for positive clinical and
  financial outcomes

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CRM Strategy

• Extend CRM to broker network
• Improve broker effectiveness and loyalty
• Convert a higher percentage of preliminary rate
  quotes
• Reduce broker quote submission and group
  enrollment costs

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External Customer Experience

• Provide rapid turnaround for group quotes which
  results in higher close ratios
• Fast Enrollment process leads to satisfied
  customers
• With assigned UPMC sales representation, problems
  can be ironed out quickly
• Enhanced process has streamlined the mailing of
  enrollment kits

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Internal Organization Collaboration

• Collaboration between brokers and direct sales,
  and brokers and underwriting
• The member experience is consistent across both
  the direct and broker channels
• Eliminates many unnecessary handoffs between
  departments

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CRM Processes

• Onyx Broker Portal automates prospecting,
  quoting, and group enrollment processes
• Brokers leverage UPMCs state of the art Rating
  Wizard service
• Tasks are automatically assigned for each step of
  the process

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CRM Information

• Brokers enter information to close leads
• Renewal dates for lost business trigger targeted
  marketing campaigns
• Competitive win/loss analysis that includes
  prices enables UPMC to adjust plan prices
• Demographic information gathered from brokers
  helps trend where business is coming from

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CRM Technology

• Phase one Deployed Onyx CRM system internally
  to 100 personnel in sales, marketing,
  underwriting and contract department
• Phase two automation of broker channel
• Approximately 100 brokers currently use the
  Broker Portal
• Rating Wizard for the brokers incorporates a
  pricing engine for generating quotes

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CRM Metrics

• Reduced administrative FTEs in small group
  business by 50 immediately following deployment
• Errors are fewer and omissions are down
• Broker-requested quotes are generated
  instantaneously
• Group enrollments in broker-related business are
  processed up to 75 faster

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UPMC Screen Shots
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QA