DMS 2014 Mississippi HCR Awareness

1. OCTOBER 2013 Scott Callahan DMS 2014 Mississippi HCR Awareness

2. MS HCR Awareness Training Implementation Plan Who: Frontline Leaders with their Agents individually Where: On the floor/Huddle Rooms How: Frontline Leaders will review the ‘Humana MS Story’ with the associate and message the importance of the MS opportunity. FLL will inform agent of challenges that callers may have in understanding HCR due to not having previous experience with the healthcare system. The goal of the interaction will be to ensure awareness of the MS opportunity toward providing a Perfect Telesales Experience to each MS caller. When: October 12th – 20th Tracking: Each center will track by HCR Name to ensure completion. Updates to be provided to J.T. upon completion for report out in DMS Leadership Meeting.

3. DMS 2014 HCR Sensitivity Training

4. The advent of HCR and change in how Americans access Healthcare… As we know, Healthcare Reform Plans will be marketed beginning October 1st, 2013. With this effort comes considerable change for the American public, many of whom may have never had health care coverage in the past. Others may have had coverage but not experienced the process of making a buying decision regarding healthcare for themselves or their family. Knowing this, we must be prepared to help our consumers meet their needs in a way that reflects our values as company…

5. Committing to Our Values Cultivate uniqueness • Seek different perspectives • Invest in knowing our consumers & associates • Listen with an open mind • Respect one another • Bring out the best in others Inspire health • Make conscious choices every day • Motivate others by example • Contribute to an environment of well-being • Care about the whole person Rethink routine • Fuel innovative solutions • Cultivate curiosity • Challenge conventional thinking • Spark creativity Thrive together • Mentor others • Invite collaboration • Tumble silos • Act with positive intentions • Build an environment of trust & integrity Pioneer simplicity • Empower through responsibility • Drive an exceptional experience • Initiate making it easier • Have a system-wide view • Less is more

6. Aligning our Values for a Perfect Telesales Experience • Inspire Health • As we engage consumers, we must care about the whole person. Understand what their challenges are and work with them with patience and understanding. Ask questions to ensure the caller is clear on the information you are providing. • Consider the questions you would ask personally when enrolling in a healthcare plan for yourself or your family. Leverage these questions for the consumer to support their decision making and ensure their needs are met as best possible. • Thrive Together • Act with positive intentions although the caller might be frustrated or confused by the HCR process. Be sure to be a calming voice that the consumer easily recognizes as a supportive professional. • Build an environment of trust and integrity by accurately and clearly communicating with our consumers. Know the available resources and ensure you and the consumer are empowered through them.

7. Aligning our Values for a Perfect Telesales Experience • Pioneer Simplicity • Having a system wide view means knowing how and what to say in guiding our customers. Find and share ways to be the most valuable resource you can be to each customer you engage. • Initiate making it easier by speaking clearly and offering to clarify complexities. Share next steps in detail and confirm the caller’s understanding of the steps. • Rethink Routine • Find innovative solutions to problems for yourself, your team and our customers. The HCR system is new to everyone; be engaged and be a ‘problem-solver’. • Spark creativity in your conversations. Relieve the tension the customer may have through your own creativity and enthusiasm. Insert form number via Header and Footer option or delete, if not needed

8. Aligning our Values for a Perfect Telesales Experience • Cultivate Uniqueness • Invest in knowing our consumers by listening to the customer. Take interest in what is important to them toward establishing a foundation for their relationship with Humana. • Respect one another by understanding that the values and experiences of our consumers may be very different from our own. We must find common conversation through respect, patience and understanding. • Always listen with an open mind Insert form number via Header and Footer option or delete, if not needed

9. Mississippi HCR Map and News

10. MS HCR at glance… • Key Points provided by MS Mkt Director, Stacey Carter: • Humana is the only carrier in 36 counties on the Mississippi Marketplace • We share 4 counties with another carrier (Ambetter) – our rates are in favor by about $100 +/- in the 4 county area (Hinds, Madison, Rankin and Desoto) • There are only 82 counties in MS – so Humana is on the marketplace in half of the state (I am attaching a map) • We will be heavily involved in education, outreach and enrollment around the 40 county area • We will have two mobile enrollment vehicles to travel for 4 months throughout the state of MS educating consumers on the ACA and enrolling them A word version of the map is available for easier viewing. MS MAP.docx Insert form number via Header and Footer option or delete, if not needed

11. MS HCR News… From Mitch Lubitz, Humana Media Relations Leader: “…Humana sponsored and had a presence at Friday’s Affordable Care Jubilee in Jackson, MS., and the ACA information, education and enrollment event generated positive regional and statewide media coverage over the weekend for the participating MS. individual market exchange insurers, including Humana. Here’s a wrap-up of some of the positive press:” MSN News Now: http://www.msnewsnow.com/story/23614494/hundreds-turn-out-for-affordable-care-jubilee Clarion-Ledger: http://www.hattiesburgamerican.com/article/20131005/NEWS01/310050014/Crowd-turns-out-Affordable-Care-Jubilee?nclick_check=1 Mitch also provided the following link http://msbusiness.com/businessblog/2013/10/01/human-representative-reacts-health-exchange-marketplace/ Insert form number via Header and Footer option or delete, if not needed

12. September 23, 2013 DMS 2014 Mississippi HCR Quality Assurance Strategy

13. DMS Mississippi HCR QA Audit Process Purpose: • Measure effective communication of the importance of healthcare coverage • Measure effective education of callers of the healthcare system and Humana’s plan options • Example: Educating as to what a Network means beyond participating Dr.’s and Hospitals. • Measure caller’s level of understanding of the various aspects of HCR QA Monitoring: • Each Call Center QA team will complete 5audits per week for MS HCR calls. • QA Teams will use a specific MS HCR Audit form in Verint • Once a call is monitored, the QA specialist will send a feedback email to agent, copying the agent’s FLL. • DMS QA FLLs will provide a weekly update report to the “DMS ALL LEADERSHIP” distribution for assessment and applicable action planning during weekly leadership update meetings. • Comfort Essiet on point. Call Types • Chad Lacko will provide a report listing all Client 10 contacts from Mississippi as source data to identify calls to monitor.

14. DMS Mississippi HCR Quality Assurance Reporting MS HCR Verint Form: Note: Once the Verint form is finalized, a ‘job-aid’ will be created to support scoring of the report.

15. DMS Mississippi HCR Quality Assurance Reporting A centralized report will be sent each week to all DMS leaders to measure our progress.