CONEXIS Profile

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CONEXIS Profile
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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

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CONEXIS Value Proposition
Single, integrated technology platform
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CONEXIS Differentiators
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Flexible 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

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COBRA/HIPAAAdministration Process
New Hire Notification
Termination
Continuation Coverage
COBRA/HIPAA
Qualifying Event Notification
Election Processing
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COBRA 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.
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Implementation and Account Management
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Implementation Timeline
Phase 2Milestone
Phase 3Milestone
Phase 1Milestone
Go Live
Client Requirements
Client Setup
Transfer Client Data
Client Training
Ongoing Support
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360º 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

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Participant Services
Participant Services Call Center
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Client Services
Designated Implementation and Client Services
Teams
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Participant Bill of Rights
Every participant has the right to overall
customer satisfaction and
Service of Unequalled Excellence
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Quality Management
Quality Oversight
Compliance
Quality
Accreditation
Audit Controls
Training
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Quality 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

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Internal 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

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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

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Employee 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

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Client 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
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Web Demo