Company Name Here

Table of Contents Company Overview….......................................... Program Overview…............................................ Health Advocacy….……........................................ Employee Assistance & Work/Life Support........... Resources for Managers/Supervisors.................. Communications Support….................................. Member Experience….......................................... How to Reach Us…............................................... 2 4 8 17 27 32 35 40

Company Overview 2

Company Overview Nation’s leader in healthcare advocacy and assistance Distinguished roster of 11,500 nationwide clients Serving over 50 million eligible lives Broad product spectrum Outstanding, experienced management team Expert staff of healthcare and insurance professionals Powerful and proprietary infrastructure Strong brand recognized as objective and well-respected A subsidiary of West Corporation 3

Program Overview 4

Welcome to Health Advocate METRICS Welcome to Health Advocate Your Health Advocate benefit provides: Health Advocacy Employee Assistance & Work/Life Support Unlimited access for employees and eligible family members Provided by <insert company name> at no cost to you A single number connects employees 24/7

Important Note About Our Service METRICS Important Note About Our Service Health Advocate Does not replace health insurance coverage Does not provide medical care or recommend treatment Helps resolve healthcare and insurance-related issues Interacts with healthcare professionals and insurance companies

Private and Confidential METRICS Private and Confidential We protect employees’ privacy All healthcare information is kept strictly confidential We fully comply with the federal Health Insurance Portability and Accountability Act (HIPAA)

Health Advocacy 8

Health Advocacy Solution Close-up Highly personalized We do the work for the member Helps members navigate healthcare and insurance-related issues Experts who know the ins and outs of the healthcare system Saves time and money * * * Based upon receipt of group’s utilization data

How does the Health Advocacy service work? Call the single, toll-free number Member is assigned to a Personal Health Advocate Same Personal Health Advocate works with the employee until the issue is resolved; available for follow-up

What is a Personal Health Advocate? Registered Nurses with 10+ years experience in clinical care, case management, nursing education, supervision and administration Trained clinical professionals – social workers, behavior change counselors, nutritionists, dieticians, dental care and pharmacy management Benefits Experts with 5+ years experience in benefits administration, claims management and provider group administration Single, ongoing contact person – direct dial phone number, email address Supported by full-time Medical Directors Chosen for medical expertise, commitment to service excellence, communication skills and strong problem resolution approach 11

Addresses the Entire Family’s Needs Employee Spouse/Domestic Partner Dependent Children Parents and Parents-in-law 12

Medical Authorization Release Form METRICS Medical Authorization Release Form Authorizes Health Advocate to interact with the employee’s doctors, other providers and health insurance companies on their behalf One-page form can be downloaded from member website or emailed, mailed or faxed to employee to complete and return Ensures complete confidentiality and privacy

How We Help Find the right doctors, hospitals and other healthcare providers; expedite appointments Explain complex medical conditions; research and locate the latest treatments Coordinate care and schedule follow-up visits; facilitate second opinions; transfer X-rays and medical records Arrange treatments and tests; answer questions about results, treatment options and prescribed medications Clarify benefits including copays; help facilitate access to appropriate care Provide one-on-one coaching to help close gaps in care* Provide personalized information through Member and Client Dashboards* Offer personal contact with Registered Nurses to support treatment decisions Resolve insurance claims; negotiate billing arrangements Help locate eldercare services including assisted living and adult day care; address other issues facing parents and parents-in-law * Based upon receipt of group’s claims and utilization data

Special Help for Seniors Retirees transitioning to a new health plan How to enroll in Medicare Clarify Medicare Parts A, B, D and supplemental plans Inform about pre-existing conditions; dependents under age 65 Locate eldercare services that fall outside traditional healthcare coverage Assist with the transition from traditional insurance to Medicare HMO Facilitate early care management intervention 15

Key Benefits Independent and objective Improves health outcomes Reduces medical costs Improves administrative efficiencies Eases burden on HR staff and employees Maximizes benefits utilization Reduces grievances and appeals Supports consumer-driven health plans Professional, non-adversarial approach to finding the right answers Increases employee productivity, satisfaction and retention Easy to use

EAP+Work/Life 17

Program Overview Available 24 hours a day, 7 days a week Expert staff of EAP and Work/Life professionals Licensed Professional Counselors available in person, by telephone and secure video (computer and mobile devices) Access to experienced Work/Life Specialists for help achieving a better work/life balance 18

We Help Address a Wide Range of Issues Emotional Well-Being Relationships Family/parenting issues Adolescent issues Depression Anxiety Substance abuse Stress management Grief and loss Life’s transitions 19

We Help Address a Wide Range of Issues Health and Wellness Safety Self-nurturing Alternative medicine Healthy eating/recipes Men’s, Women’s and Children’s health Cultivating mindfulness 20

We Help Address a Wide Range of Issues Work/Life Support Work/Life Specialists find local services and resources to help with: Eldercare and childcare Balancing work and family Legal and financial concerns Home organization Time management Relocation issues Occupational stress Working with others 21

Legal Consultation Services Free consultation with an attorney and 25 percent discount on fees if retained Criminal law General/civil law Domestic/family law Elder law Real estate Tax and IRS matters Motor vehicle law 22

Financial Wellness and Consultation Free consultation with a financial specialist available online or by telephone Credit management Debt counseling Budgeting Restoring credit Investments Home refinancing Student loans Retirement planning Divorce planning 23

Additional Work/Life Support Medical Bill Saver™ Negotiation experts help reduce out-of-pocket costs for medical and dental bills (over $400) that are not covered by insurance If negotiations are successful, we share in 25% of the savings; if not, the member pays nothing Personal Concierge Service Time-saving help with travel and event bookings 24

EAP Member Website Comprehensive resource available 24/7 Details about program services and features Informational articles on emotional well-being, relationships, financial health and legal topics Member video and other communications 25

EAP Member Website Monthly member webinars (e.g., Building Healthy Relationships, Dealing with Caregiver Stress, Improving Communications) Online training HealthAdvocate.com/members 26

Resources for Managers and Supervisors 27

Resources for Managers & Supervisors Unlimited telephonic consultation for management and supervisors Clinical team with 50+ years experience Available 24/7 to all levels of management team Online library of 60+ management skill builders (e.g., effective communication, performance management, team building, managing stress) Quarterly supervisor newsletter 28

Expert Help with a Wide Range of Issues Threats of domestic violence Workplace bullying Performance problems Training needs Mandatory referrals Critical incidents Employee conflicts Periods of change (e.g., mergers, downsizing) Disruptive behavior/behavior that presents a safety hazard Workplace violence risk 29

” “ ” Testimonial: Are you ready when violence occurs? One of our employees began getting highly-threatening calls from her boyfriend during her lunch hour. When he began hanging out in the parking lot, pacing and ranting, her co-workers became alarmed and called HR. The Health Advocate EAP team helped us take the right steps to protect the employee, address coworkers’ concerns and get the problem resolved quickly and safely. ”

“ ” Testimonial: Help managers handle sensitive issues early A senior-level employee began making negative remarks about a client’s accent and a new employee’s cultural background. The employee started to withdraw, and I began hearing complaints. The Health Advocate EAP team coached the employee’s supervisor on how to handle the situation, and held a counseling session with the offending employee. Fortunately, his behavior improved and morale increased remarkably. So glad they helped us diffuse this situation fast! ”

Communications Support 32

Member Communications Year-round electronic, print and online materials introduce the program, raise awareness and drive participation Multi-leveled: brochures, newsletters, posters, health tip sheets, table tents Strategic and comprehensive Communication may be different from samples above.

Member Website What’s included? HealthAdvocate.com/members Features of the program Access to communication materials Health information Member videos Access EAP member website HealthAdvocate.com/members 34

Member Experience 35

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“ This is a great service. As a HR professional at my company, I have encouraged others to use Health Advocate but had not had the opportunity to call for myself until now. I was getting nowhere with my issue on my own, so I decided to give it a try. I greatly appreciated the help, and the representative helped me save a considerable amount of money. ”

“ The nurse who helped me is worth her weight in gold. She clearly saved me at least four hours of work time. This may be the best benefit we have! Shout it from the rooftops! ” 38

Problem: Marital problems caused by financial stress Due to the loss of his wife’s income and poor money management skills, Tim’s financial debt was growing quickly… and the strain was affecting his marriage and job performance. Solution: Tim called a Licensed Professional Counselor His Counselor: Set up couples’ counseling sessions to discuss strategies to help Jim and his wife communicate more effectively about finances Suggested stress management techniques Connected Tim with a financial specialist for a free consultation 39

How to Reach Health Advocate Telephone: 866.799.2728 Email: answers@HealthAdvocate.com Website: HealthAdvocate.com/members Hours of Operation Normal hours of operation are Monday - Friday, from 8 am to 12 am (midnight), Eastern Time. Health Advocate can be accessed 24/7. Staff is available for assistance after hours and on weekends. 40

Thank You Any questions?