1. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Contact Center Consulting Solutions Executive Vision Development Ease of Access Assessment “Go Live” Implementation Results Reporting Performance Review Contact Center Survival Customized Consulting to Meet Your Specific Needs

2. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Executive Vision Development On-site vision development workshop which provides context for why ease of access is a critical strategic opportunity Review of emerging technologies that improve productivity & example citation of proven results from ease of access solutions across the U.S. A team process will facilitate a draft vision, guiding principles, critical outcome requirements (with standards and indicators) & measurable objectives to achieve outcomes. Management will receive a written follow up report detailing each of the above with recommended actions to actualize the vision. Outcome Example

3. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Organization: Community Hospital in Southeast Challenge: Strengthen the bottom line Solution: Consolidate multiple access functions into a central communication hub Outcome: over $4 million – Net contribution over $4 million in Year two – Recurring – Recurring incremental net contribution Executive Vision Development Outcome Example #1 HealthLine Systems™ Consulting Group

4. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Organization: Mid sized Hospital in Midwest Challenge: Increase outpatient procedures scheduled Solution: Consolidate scheduling function into central communication hub Outcome: 18% increase – Documented an 18% increase in outpatient procedures over approximately 12 months Executive Vision Development Outcome Example #2 HealthLine Systems™ Consulting Group

5. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Ease of Access Assessment Identify ideal outcome requirements; conduct interviews with physicians & a consumer focus group to understand their respective priorities in doing business together Conduct an operational assessment of up to four key access portals Conduct a technology assessment of the four access portal areas including telephony, Network/Telecommunications, desktop hardware/software, & desktop patient applications Compile a written report including recommendations, projected FTE cost savings & an action plan to achieve the savings and implement systems Outcome Example

6. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Organization: Hospital in Northeastern US Challenge: Improve cash flow by reducing days in accounts receivable Solution: Integrate scheduling with the contact center Outcomes: reduced by 7 days – Within 90 days, the number of days in accounts receivable was reduced by 7 days increased by $500k $2 million – Cash flow increased by $500k for the quarter for an annualized cash flow improvement of $2 million Ease of Access Assessment Outcome Example #1 HealthLine Systems™ Consulting Group

7. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Organization: Regional Health System in South Challenge: Increase market share Solution: Tailor plan for ease of access: – New VP Patient Access responsible to coordinate all customer touch points – Physician referral – After Hours Triage – Integrated patient Scheduling: single call for diagnostic testing, single call for patient placement – Internet: America’s Doctor.com; physician chats, web-based physician answering service Ease of Access Assessment Outcome Example #2 HealthLine Systems™ Consulting Group

8. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Solution, continued: – Switchboard/contact center consolidation – Automation to decrease abandoned calls (IVR) – Disease management: diabetes, asthma, urology – Primary care and chronic care clinics – Call backs: ER level 1 and 2; ambulatory surgery – Patient routing during flu season – In process: wayfinding and signage, access cards Ease of Access Assessment Outcome Example #2 HealthLine Systems™ Consulting Group

9. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Outcome: up 5.3 percentage points – Market share up 5.3 percentage points in 12 months “Our Medical Center experienced a 5.3 percentage point increase in market share with 12 months of incorporating (the recommended) access strategy into our overall strategic plan.” “Market share is up and patient days are up. Our senior leaders now believe that a strategy for access is not optional.” --Vice President, Patient Access Ease of Access Assessment Outcome Example #2 HealthLine Systems™ Consulting Group

10. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Organization: Nationally known Payer Network Challenge: Increase subscriber satisfaction with appointment scheduling Solution: Centralized appointment scheduling Outcome: 32% increase in satisfaction! – Subscriber satisfaction jumped from 67% satisfied or very satisfied to 99% satisfied or very satisfied over twelve months – 32% increase in satisfaction! Ease of Access Outcome Example #3 HealthLine Systems™ Consulting Group

11. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Organization: Nationally known Payer Network Challenge: Reduce cost Solution: Technology: IVR, CTI, Intelligent call routing, call blending, predictive dialing, and workforce management software Outcomes: decreased by 55% – Cost per call decreased by 55% increased by 33% – Agent productivity increased by 33% increased by 30% – First call resolution increased by 30% increased by 37% – Subscriber perceived service quality increased by 37% Ease of Access Outcome Example #3 HealthLine Systems™ Consulting Group

12. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Organization: Large multi specialty physician group practice in Northeast Challenge: Reduce cost Solution: Consolidate appointment scheduling function Outcome: 40% reduction – Experienced a 40% reduction in FTEs for substantial, ongoing cost savings – $1.6 to 2.5 million cost savings – $1.6 to 2.5 million cost savings projected over 5 years (projected) Ease of Access Outcome Example #4 HealthLine Systems™ Consulting Group

13. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Organization: Regional Eastern Health System Challenge: Reduce cost through more appropriate utilization of care Solution: Comprehensive approach for consumer access to health information and personal wellness planning Outcome: – For each $1 invested, the enterprise saved $5.50 – For each $1 invested, the enterprise saved $5.50 due to less costly utilization of care Ease of Access Outcome Example #5 HealthLine Systems™ Consulting Group

14. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Go Live Implementation A tailored implementation action plan including specific actions, accountabilities, and timelines for operations, clinical leadership, physician leadership, IT, finance, and marketing Experienced coaching & support during the implementation process Sample position descriptions, policies, &procedures Staffing plan & budget A format and process for reporting results Outcome Example

15. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Organization: Regional Network in Southeast Challenge: Proactive move to catapult ahead of competitor’s market share increase Solution: Opened access center including: – Central communication hub/contact center – ER, Women’s, Cardiology, Seniors, Children’s – Physician and physician-to-physician referral – Facilitating tertiary patient transfer – Currently planning switchboard integration – Currently planning centralized registration and scheduling integration “Go Live” Implementation Outcome Example HealthLine Systems™ Consulting Group

16. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Outcomes Quarter 1: – Covered start up costs in 43 days – $2.3 million – $2.3 million in incremental direct gross revenue 228% – volume of contacts 228% of previous physician referral program volume Outcomes Quarter 2: – $8.5 million – $8.5 million in incremental direct gross revenue – $684k – $684k net contribution (in 180 days!) “Go Live” Implementation Outcome Example HealthLine Systems™ Consulting Group

17. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Results Reporting Executive briefing to provide context for the ease of access strategic opportunity & to identify executive outcome requirements specific to client organization Create tailored format for results reporting based on executive outcome requirements Tailor an executive report card and net contribution statement Confirm key assumptions with finance champion Identify sources of data & assign accountability for accessing it Detail sequence of the results reporting process identifying individual accountabilities & target dates by action step. Finalize in tailored, written document.

18. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Performance Review Facilitate an executive briefing to provide context for ease of access as a critical strategic opportunity and to identify ideal outcome requirements Conduct a strategic & operational audit of the contact center to identify functions which best align with outcome requirements, those which can be minimized or discontinued, & new functions which should be added Identify access portals for potential consolidation, detail recommendations, project the range of potential financial opportunity, & complete an action plan Outcome Example

19. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Contact Center Survival Solution Executive briefing with senior management to achieve clarity on how the contact center will support critical driving priorities and potential functional consolidation opportunities An analysis of functional consolidation opportunities An estimate of corresponding cost reduction potential A specific plan of action to consolidate functions & reduce cost Outcome Example

20. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Organization: Large Regional Medical Center Challenge: Reduce expenses Solution: Plan for after hours triage charge recovery Outcome: savings of>$500,000 – Identified savings of >$500,000 – “Thanks. You helped us plug a half million dollar leak in our boat!” -- CEO Contact Center Survival Solution & Performance Review Outcome Example HealthLine Systems™ Consulting Group

21. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Tailored/Custom Solutions HLS can tailor custom solutions for a wide variety of situations, including but not limited to: partnering to complete and present the first results report; activating ease of access implementation; contact center web interface strategies and technical consulting; contact center integration technical consulting; physician to physician referral communications solutions; and custom programming. Outcome Example

22. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Organization: Genera Health Clinic Challenge: Increase the number of referrals from regional referring physicians to faculty specialists Solution: Quantify lost revenue from previously referring physicians; address system, process, culture, and technology: structured referring physician VIP program Customized Consulting Outcome Example #1 HealthLine Systems™ Consulting Group

23. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Outcome: 52% re-referred – Within 12 months, 52% re-referred millions – Captured millions of incremental dollars 2.17 4 – Avg. number of referrals in the first year of physicians joining the program was 2.17; second year the same group increased their referrals to 4 patients per physician – Figures climbed – Figures climbed every year thereafter Customized Consulting Outcome Example #1 HealthLine Systems™ Consulting Group

24. ©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc. Organization: Six hospital network in southeast Challenge: Reduce expenses Solution: Consolidate duplicative access functions Outcome: – 17.9 fewer FTEs – $456k – $456k in permanent cost reduction Customized Consulting Outcome Example #2 HealthLine Systems™ Consulting Group