Technology for Healthcare Delivery

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Technology for Healthcare Delivery

• Monday, June 9, 2003
• 11AM PST/2PM EST

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Agenda

• 1100 AM Welcome/Onyx Overview
• Ben Kiker, SVP Chief Marketing Officer, Onyx
  Software
• 1120 AM Regence Case Study
• John Holterman, Director eBusiness, The Regence
  Group
• 1140 AM QA
• 1200 PM NetCast Adjourns

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New Challenges for HealthCare Organizations
Streamline Operations Through Technology
Offer Increased Levels of Service to Key
Constituents
Impending Events HIPAA

• Accelerate technical deployments required for
  HIPAA
• Make constituent data private and secure
• Support compliance

• Automate lead to enrollment process
• Eliminate costly paper processes
• Aggregate constituent data in one system

• Offer self-service options to members
• Increase broker effectiveness
• Expand your provider network

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Constituent Relationship Management
Health Plan
Onyx Member Portal
HIPAA
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Streamline Lead to Enrollment Process
Enrollment process initiated, benefit booklets
mailed via Onyx
Onyx workflow delivers RFQ to Underwriting
Onyx passes key data to rating engine
Onyx sends all necessary data to set up a new
group
Onyx captures data internal or broker
delivered. Ensures consistency and accuracy,
every time
Marketing Encyclopedia Stores all RFP information
Finalist Presentation Group Set-Up
New Renewal RFQ
Underwriting

• Customer data sits in multiple databases
• Data entered manually, antiquated paper processes
• Paper used to pass data between brokers, sales
  and underwriting manually entered into claims
  system
• Can take days, even weeks for underwriting to
  produce a quote

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Automate Key Business Processes

• Successful Onyx customers are choosing to
  automate key business processes and seeing
  measurable ROI

Group enrollments are processed up to 75 percent
faster
of responses from marketing campaigns increased
by 273
Disenrollment (terminations) decreased 60 in
first quarter of activity
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What HIPAA Means to Healthcare Organizations

• Forced to address federally mandated rules
• Must change the way they do business, both
  internally and externally
• Need new trusted tools in place to ensure
  compliancy
• Have to quickly train and motivate existing staff
  to rapidly meet changing needs
• Ensure they have a secure infrastructure that
  remains compliant
• Enable patients to be in control of their
  healthcare information

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Onyx A Foundation For HIPAA

• Onyx can support your own policies for compliance
  and accelerate the technical deployments required
  to support them
• Customer data spread out across the organization
  today
• Simplify your HIPAA compliance effort by
  aggregating data into a single repository
• Onyx gives you a platform that
• Enhances the effectiveness of sales and marketing
  activities
• Retains your most profitable members
• Reduces redundant steps in administration
• Improves administrative profit margins
• Gives you a single consistent view of a Health
  Plans key constituents

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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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Onyx Leader in HealthCare
Healthcare Experience Only two (Siebel and Onyx)
have established a healthcare vertical with
dedicated healthcare resources. - Gartner
Analyst Joanne Galimi
Also according to Gartner

• Siebel Systems
• Fewer than five of its OMS clients are healthcare
  payers.
• Its OMS products for healthcare remain immature.

• Onyx Software
• This vendor has a total of 20 payer clients.
• The majority of these clients are using Onyx's
  TES solution, and virtually all of the payer
  clients are using some components of OMS
  activities.
• Gartner Research Note, Opportunity Systems Are In
  Demand, Joanne Galimi, October 2002

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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
  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" - 2002 - Healthcare
Informatics John N. Hallick, president of CPM
Corp. consulting firm focused on providers
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Agenda

• 1100 AM Welcome/Onyx Overview
• Ben Kiker, SVP Chief Marketing Officer, Onyx
  Software
• 1120 AM Regence Case Study
• John Holterman, Director eBusiness, The Regence
  Group
• 1140 AM QA
• 1200 PM NetCast Adjourns

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SUCCESS STORY

• COMPANY PROFILE
• Formed in 1995
• Affiliation of Four Not-For-Profit Northwest and
  Intermountain Plans
• Regence BlueShield (in Washington State)
• Regence Blue Cross BlueShield of Oregon
• Regence BlueShield of Idaho
• Regence Blue Cross BlueShield of Utah
• Regence Group Plans are Among the Nations 49
  Independent Blue Cross BlueShield Plans

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SUCCESS STORY

• COMPANY PROFILE
• In Excess of 5 Billion in Annual Premiums
• 3 Million Members
• 5000 Third-Party Brokers
• 6600 Employees
• Supports Network of 23,000 HealthCare Providers
• Surplus of More than 968 Million
• 2.4 Billion in Assets
• Implemented 1100 Seats of Onyx Portal Across
  Multi-State Organization

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SUCCESS STORY

• BUSINESS OBJECTIVES
• Actively Track Performance of Agents and Brokers
• Dynamically Forecast Enrollment and Revenue To
  React More Quickly to Changes in Sales and
  Renewal Pipelines
• Proactively Identify and Retain Better Risk
  Customers
• Manage, Analyze and Share Business Relationship
  Information to Increase Sales and Retention of
  Existing Groups
• Target Sales and Marketing Efforts on More
  Profitable Business

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SUCCESS STORY

• PROGRAM GOALS
• Become Insurer of Choice for Broker Community.
• Segment
• Customers
• Prospects
• Brokers

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SUCCESS STORY

• DEPLOYMENT
• Sales and Marketing 800 Users in ID, WA and UT
• Sales Support (Supporting Group Medical Sales)
• Underwriting (Will Receive Opportunities for
  Rating)
• Enrollment (Once Sold, Opportunities Assigned for
  Enrollment of Group/Individuals)
• Life/Disability Sales (Very Limited in Phase I)

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SUCCESS STORY

• ONYX PRODUCTS
• Onyx Employee Portal (OEP)
• Onyx Customer Portal (OCP)
• Lead Capture and Surveys
• Custom Extension
• Rate Factors and Requests. Acetta Built an
  Extension to Onyx to Gather RFP and Census Data
  and Forward it to Underwriting for Proposal
  Generation
• Marketing Encyclopedia (MES) -- Web Version Only,
  No Windows Clients
• Cognos Impromptu
• Basic Operational Reports for Phase I
• One-way Integrations Built from Legacy System to
  Onyx for Each Plan

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SUCCESS STORY

• RESULTS
• Eliminate Redundancies and Save Millions of
  Dollars by Consolidating Multiple Funnels of
  Information into One Platform
• Know Precisely What is Happening with Each
  Agent/Broker and Length of Sales Closure
• Provide Top-Notch Service to All Stakeholders

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SUCCESS STORY

• TESTIMONIAL
• The last question we asked each of the voting
  members to answer before they cast their vote
  was, When you wake up in the morning and you
  know that you are going to work on this project,
  who do you want to work with? Our vote was
  Onyx.
• We found that once our people saw and understood
  the capability of Onyx, they became supporters.
• Onyx showed a passion for doing things well,
  doing things with intelligence, and a passion for
  learning what we were trying to achieve. We saw
  that at the top and all the way down.
• -- Jeff Brown, AVP Sales, Regence Blue Cross
  BlueShield of Oregon

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The Onyx Employee Portal (OEP), as part of the
Onyx Enterprise CRM suite, provides a unified
customer history across all interaction channels.
Information can include new and existing sales,
literature and marketing material provided, and a
range of demographic data.
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Sales executives can capture important
information within a sales opportunity which
allows quick and accurate rate requests on a
group specific basis.
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QA