5 Strategies to Win Business and Stay Competitive Bob Carlson, Healthx Jeff Walter, Professional Benefit Administrators

Panelists Bob Carlson Strategic Account Executive Jeff Walter Executive VP of Operations

Healthx Operates a Secure, Private Cloud-Based SaaS Platform for Digital Engagement We work with TPAs to reduce their investment and risk in healthcare IT. healthcare payers 165 U.S. states 40 to launch SaaS to the health insurance market 1st U.S. population use the Healthx cloud, including 600,000 healthcare providers 15%

Family-owned TPA established in 1985 managed healthcare payers 103 covered employee lives 36k implemented Healthx 2006

Market Opportunities Building a Trusted Brand – trust between employers and employees. Enabling Member Engagement – healthcare consumerism is prevalent and payers should find ways to support it.

Strategic Advantages Configuring solutions tailored to your client’s brand build trust Integrating third-party vendors that yields a seamless experience Enabling effective responses to a wide range of member inquiries drives satisfaction Delivering communications electronically to cut costs Sharing insights into member engagement that demonstrate value

Building a Trusted Brand Consumer research shows there is a lack of trust with consumers and their insurance companies. But there is often trust between Employers and Employees. What are you doing to help build this trust?

Configuring solutions tailored to your client’s brand builds trust Strategic Advantage #1 Configuring solutions tailored to your client’s brand builds trust TPAs can win business by leveraging design and delivery of… Employer’s branding guidelines Unique member navigation Relevant content requirements

Configuring solutions tailored to your client’s brand builds trust Strategic Advantage #1 Configuring solutions tailored to your client’s brand builds trust Service = Relationships, #1. This is our brand. Define Functions: What do you want them to do when they access the online member experience? Define Outcomes: Get the info they need and avoid creating a call.

Configuring solutions tailored to your client’s brand builds trust Strategic Advantage #1 Configuring solutions tailored to your client’s brand builds trust

Configuring solutions tailored to your client’s brand builds trust Strategic Advantage #1 Configuring solutions tailored to your client’s brand builds trust Branded Mobile App Make sure they understand the value and how to use it Make it easy to access Promote functionality Continually manage and monitor progress and traction

Integrating third-party vendors yields a seamless experience Strategic Advantage #2 Integrating third-party vendors yields a seamless experience Customize benefit offerings for your clients and include multiple vendors and service offerings for each client in a unified experience. Leverage High Touch Engagement Points: PBM PPO Telemedicine

Integrating third-party vendors yields a seamless experience Strategic Advantage #2 Integrating third-party vendors yields a seamless experience PBA’s Evolution 1 One of the highest touch engagement points. People care when it’s their $$. See this growth with the additional offering of HSA accounts this year. PBM Tends to be the front-end of the customer service experience. Make all of the PBM specific info available to our members. PPO Difficult to keep up with who is participating in each provider network. Provider finder would help. Others Needs grow with more product offerings, such as Telemedicine and concierge services.

Integrating third-party vendors yields a seamless experience Strategic Advantage #2 Integrating third-party vendors yields a seamless experience

Enabling Member Engagement Integrating third-party vendors yields a seamless experience Healthcare consumerism demands that payers deliver Personalized Digital Experiences that enable members to make better healthcare and financial decisions. How would your clients and members rate you in helping them? Not Interested Interested Engaged

Strategic Advantage #3 Enabling effective responses to a wide range of member inquiries drives satisfaction Design the member portal to route certain inquiries to the right department or external vendor. Strengthen the bond between employer and employee while ensuring top-notch customer service and greater efficiency.

Strategic Advantage #3 Enabling effective responses to a wide range of member inquiries drives satisfaction

Delivering communications electronically to cut costs Strategic Advantage #4 Delivering communications electronically to cut costs

Delivering communications electronically to cut costs Strategic Advantage #4 Delivering communications electronically to cut costs

Strategic Advantage #5 Sharing insights into member engagement that demonstrate value Provide actionable information about a range of member activities. Reports Notifications

Sharing insights into member engagement that demonstrate value Strategic Advantage #5 Sharing insights into member engagement that demonstrate value

Contact Us Bob Carlson Strategic Account Executive Jeff Walter Executive VP of Operations bcarlson@healthx.com jwalter@pbaclaims.com