b e y o n d Siebel Healthcare, Professional Edition Catalyzes Business Process Improvements at Horizon Health Cindy Sheriff, President EAP, Horizon Health

Presentation Outline Business Overview IT Overview Application Design

Business Overview EAP at Horizon Health Horizon Health is a leading provider of Employee Assistance Programs Other Company Facts: › Publicly held company based in Lewisville, TX › Leader in the provision and management of psychiatric and rehabilitation services. › Owns and operates freestanding behavioral health facilities throughout the United States. › A leading provider of contract management services for psychiatric and physical rehabilitation programs in general acute care hospitals. › A leading provider of employee assistance programs for employers.

Business Overview History of Business Challenge for EAP

› Change Management  Horizon was not simply replacing a legacy system and streamlining existing processes, there is also a level of Change Management. › Business Processes Redesign  Horizon was at the beginning stages of redesigning current business processes – user groups had not been earnestly discussing how to solve existing problems with new business processes. › Silos of Information  Information being gathered needed to be evaluated for consistency across groups for confirmation; understanding true requirements versus traditional practices must be sifted through before designing in Siebel. › Multiple exceptions due to Acquisitions  Multiple acquisitions had created an environment with non-standard business process and regional exceptions based on specific contracts. › Loss of domain knowledge  Due to attrition, process knowledge was being lost as employees took on new roles and responsibilities, or new employees were hired.

Business Overview Business Improvements Realized BeforeAfter Many Call Centers (18)3 Call Centers 4 Different SystemsSiebel HealthCare Vertical Low amount of automatic claim processing (5%) 90% of Claims processed automatically High cost of system Maintenance Support budget reduced 7 figures Long Time to TrainTraining time reduced 80% Long Cycle Time to produce reports Report production time decreased by 90%

Business Overview The Roaring Stopped

IT Overview Project Timeline 7/2005 Consolidate Call Centers Select CRM Solution Implement Siebel Call Center Solution 9/2005

IT Overview Incomplete Solution

IT Overview Project Timeline 7/20059/2005 Implement Siebel Call Center Solution Re-evaluate Project Scope Consolidate Call Centers Select CRM Solution

IT Overview Reevaluate & Focus

IT Overview Project Timeline 7/200512/20059/20054/2006 Installation spanning 9 Months Re-evaluate Project Scope Implement Siebel Healthcare, Pro Edition Convert Data, Train and Go Live Implement Siebel Professional Edition Call Center Solution Consolidate Call Centers Select CRM Solution

IT Overview Taking the Plunge!

IT Overview Critical Success Factors  Fostered Management Support  Clarified Understanding of Business Processes  Leveraged Teamwork: Vendor, Integrator, Business, & IT  Promoted Ownership within User Community  Defined Roles and Expectations Iterative Prototyping Process Strong starting point: World Class Product Affordable to Midsize Businesses Strong starting point: World Class Product Affordable to Midsize Businesses

Application Design Designed to Last

Application Design Member Benefits

Application Design Member Authorization History

Application Design Authorization Sessions & Claims

Application Design Charts

Application Design Utilization Report

Application Design Utilization Report (cont)

Application Design Summary of Key Points › Deep functionality for Healthcare › Flexible application, able to be tailored to Horizon › User friendly, intuitive UI › Ability to view Member Benefits at a glance › Customer driven rather than system driven › Ability to quickly review history › Session records are foundation for Claims › Summary Charts to Analyze Data › Intuitive querying is basis for report information › Report matches look/feel of customer presentations

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