Title: CONEXIS Profile
1CONEXIS Profile
2 Overview
- National benefits administrator since 1986
- Customer service centers
- Irving, Texas
- Orange, California
- More than 20,000 contracted employers
- 100 carrier, health plan, and TPA relationships
- 40 million in annualized revenue
- Approximately 400 full-time employees
3CONEXIS Value Proposition
Single, integrated technology platform
4CONEXIS Differentiators
5Flexible Technology Platform
- Benefits include
- Real-time, Web-based platform
- Notices imaged and stored to participant files
- Global divisional reporting
- Case management system
- Comprehensive reporting engine
- Systematic reporting of performance
6COBRA/HIPAAAdministration Process
New Hire Notification
Termination
Continuation Coverage
COBRA/HIPAA
Qualifying Event Notification
Election Processing
7COBRA Performance Standards
100
Client Statements and Premium Remittance 98
within 7 business days
93
Participant Inquiries 90 within 1 business day
100
Inbound File Processing 98 within 2 business days
26secs
99
Last 12 months
Participant Inquiries 98 within 5 business days
Average Speed to Answer 30 seconds or less
100
Timely Payment Posting 98 posted within 3
business days of date received
1.84
Abandonment Rate Less than 5
All information contained herein is considered
proprietary and confidential. Data provided is
for the reporting period 04/01/06 through
03/31/2007 and is an average of the last 12
months of quarterly statistics reported to
clients. These results may not be indicative of
what is presented to clients on a quarterly basis.
8Implementation and Account Management
9Implementation Timeline
Phase 2Milestone
Phase 3Milestone
Phase 1Milestone
Go Live
Client Requirements
Client Setup
Transfer Client Data
Client Training
Ongoing Support
10360º Client Management
- Department Manager
- Client oversight
- Relationship management
- Issue resolution
- Implementation Manager
- Define business rules
- Plan information set up
- Testing and transition
??? Company XYZ
- Participant Services
- Toll-free phone support
- 24/7 Web access
- IVR
- Client Services
- Annual plan updates
- Ongoing client training
- Scheduled reporting
11Participant Services
Participant Services Call Center
12Client Services
Designated Implementation and Client Services
Teams
13Participant Bill of Rights
Every participant has the right to overall
customer satisfaction and
Service of Unequalled Excellence
14Quality Management
Quality Oversight
Compliance
Quality
Accreditation
Audit Controls
Training
15Quality Oversight
- Manager of Performance Quality Assurance
- ISO 9001-2000 Internal Auditor Training
accredited by ANSI-RAB NAP - American Society of Quality (ASQ) member
- Board member of the National Service Division of
ASQ - QA Analysts
- Certificate of training offered by American
Society of Quality (ASQ) in the following areas - Internal auditing basics
- Basic (communication) skills used in auditing
- Continual improvement
- Contemporary quality concepts (TCC)
- American Society of Quality (ASQ) members
16Internal Audit Controls
- Product, process, and system internal audits
performed - Measure performance standards
- Review departmental controls
- Perform various compliance reviews
- Conduct continuous improvement reviews
- Management reviews of internal controls
- Techniques
- System queries
- Call management system data mining
- File and/or electronic record inspections
- Record audits are performed under a systematic
sampling methodology based on the American
National Standards Institute (ANSI z1.4) sampling
chart
17 Compliance Expertise
- CONEXIS provides
- Contractual indemnification
- Compliance monitoring/audits considered SOP
- Backed by a contractual guarantee
- HIPAA-compliant Web-based system
- Proactive and insightful client communications
- Compliance Flash
- CONEXIS Comment
- COBRA-related documents archived to minimize
client risk - Client-related timeframes tracked
- Administrative/compliance guide
18Employee Training
- CONEXIS employee training programs include
- Internal certifications
- Regulatory training (COBRA, HIPAA, USERRA, Trade
Act, State Continuation, Cal-COBRA, Reimbursement
Accounts) - CONEXIS proprietary systems training by job group
- 60 hours of training prior to answering calls
- 100 certified for client and participant
services - Other internal training
- Microsoft Office skills
- Soft skills including customer service, public
speaking, project and time management
19Client Testimonial
- Quote from one of CONEXIS largest clients
- Solid, predictable results
- National healthcare provider
More than 400 clients More than 1.1 million
eligible employees
20Web Demo