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EMPLOYER NAME. AGENDA/OBJECTIVES. 1. Introductions and Background. Objectives. 2. 3. Why HealthEquity?. 4. Model and Technology. 5. Service and Education. 6. Implementation. INTRO AND BACKGROUND. HEALTHEQUITY LEADERSHIP. Steve Neeleman, MD CEO/Founder Practicing Surgeon

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agenda objectives
AGENDA/OBJECTIVES

1

Introductions and Background

Objectives

2

3

Why HealthEquity?

4

Model and Technology

5

Service and Education

6

Implementation

healthequity leadership
HEALTHEQUITY LEADERSHIP

Steve Neeleman, MD

CEO/Founder

Practicing Surgeon

Author,The Complete HSA Guidebook

Jon Kessler

Chairman

Founder of WageWorks,

the nation’s largest TPA

healthequity overview
HEALTHEQUITY OVERVIEW
  • Founded 2002
  • Based in Salt Lake City, Utah
  • IRS approved non-bank trustee
  • 5th largest HSA custodian, fastest growing of the top ten custodians
  • 250,000 accounts, $400M in assets
  • Education-based service model
  • Client-tailored web sites
  • 24/7/365 access to live Member Services specialists
  • FDIC-insured cash account or investing
obectives
OBECTIVES
  • Secure a best-fit HSA custodial relationship
  • Provide excellent customer support
  • Support ongoing, three-pillar educational strategy
  • Offer an integrated solution with BCBSIL and Medco
  • Complement and promote current wellness programs
  • Comply with existing SAP electronic data capture process
net promoter methodology
NET PROMOTER® METHODOLOGY
  • Promoter (P): Loyal enthusiasts who keep buying and urge friends to do the same (score 9 or 10 on 10-point scale)
  • Passives: Satisfied, but unenthusiastic; easily wooed by competition (score 7 or 8 on 10-point scale)
  • Detractor (D):Unhappy customers trapped in a bad relationship (score 6 or less on 10-point scale)
  • Where P – D = Net Promoter Score
  • Average American company rating is 9
  • Very best companies range from 48 to 82
how does healthequity compare banking industry
HOW DOES HEALTHEQUITY COMPARE?: Banking Industry

Source: NetPromoter® Industry Report 2009, HealthEquity added

integration health and wealth
INTEGRATION Health and Wealth

Full Integration Enables …

Eligibility

BCBS of Illinois

Medco

Contributions

HealthEquity Eligibility, Claims, Rx, Contributions

Superior Execution

Devon Energy Health and Wealth Web Site

Ongoing Employee Engagement – Cost Saving Tools, Alerts, and Messaging

Account Management – Claim Review, PayChoice™Technology, Investing

24/7/365 Access to Live Member Services Specialists

member launch
MEMBER LAUNCH

Open Enrollment Meetings and Communications

Account Screeningand Set Up

Ongoing Interactions

60–90 days prior

40 days prior

20 days prior

17 Days prior

15 days prior

Plan Yr. Begins

Ongoing

Devon Enrollment

HealthEquity Receives Enrollment

Welcome Kit and Debit Card

First Login to Web Portal

01001010010110

service excellence 24 7 365
SERVICE EXCELLENCE 24/7/365

Specialist turnover was less than 15% last year

HealthEquity Member Services specialists are professionals with extensive experience and specialized skills specific to HSAs, HRAs, and FSAs

Backgrounds and skills include: Healthcare, nursing, CNAs, insurance claims and billing, financial, banking and investments

Education and just-in-time resources ensure HealthEquity specialists are accurate and up-to-date on IRS legislation, HSA information, and healthcare expenses.They attend two hours of education bi-weekly, respond to 10-question weekly quizzes, and complete weekly call evaluations.

health and wellness education 24 7 365
HEALTH AND WELLNESS EDUCATION 24/7/365

Easy point-and-click captures the call reasons and educational points

A second click captures the action taken by the member as a result of the education provided by the member services specialist

reporting interactions and trends
REPORTING: Interactions and Trends

In addition to basic expected reporting results, educational interactions, enrollments, $ contributed, etc. are captured in CRM and reported to Devon.

enrollment and education
ENROLLMENT AND EDUCATION

HealthEquity® Resources

  • Educational materials
  • Open enrollment web site
  • Plan cost calculators
  • Open enrollment meetings/webinars
  • Online tutorials for e-mail distribution
  • Dedicated open enrollment line
  • The Complete HSA Guidebook (online or hardcopy)
  • Member portal
  • New member tutorials
  • New member welcome kits
implementation team
IMPLEMENTATION TEAM

Implemented 60+ partners with different depths of integration and customization

Implementation typically tales 2–4 months

Involves project lead, communication lead, and IT resources

HealthEquity assigns a partner relationship manager and creates a cross-functional team

Implementation Team Structure

Partner SolutionsTeam

Partner Relationship Manager

Marketing and Sales Support

Technology

Operations

Member & Client Services

Financial Services

“Continued focus on the customer will keep us loyal forever! Your responsive team has made implementation a breeze. We love you guys and recommend you to anyone who will listen.”

– New Partner

testing process
TESTING PROCESS
  • Stable Platform
    • Accounts since 2003
    • Dev, test, and production environments
  • Format & Data Exchange Testing
    • HealthEquity maps and processes test files
    • HealthEquity executes unit tests and initial test cases
    • Partner performs user acceptance testing
    • HealthEquity provides partner accessto test environment
  • Scenario Testing
    • Scenario test files
    • HealthEquity file processes test files
    • HealthEquity executes test cases
    • Partner performs user acceptance testing
next steps contacts and information requests
NEXT STEPS: Contacts and Information Requests

Onsite meetings, The Complete HSA Guidebook, and information requests

1

Steve Neeleman, MD, CEO

801.727.1012, sneeleman@healthequity.com

2

Gary Bell, SVP Enterprise Strategy,

801.727.1046, gbell@healthequity.com

3

track record
TRACK RECORD

“If you are going to attempt a CDH strategy: 1) Be serious, 2) Make an investment, and 3) Work with experienced partners like HealthEquity.”

– Chief HR Officer, Large Employer

“Continued focus on the customer will keep us loyal forever! Your responsive team has made implementation a breeze. We love you guys and recommend you to anyone who will listen.”

– Director, New England Health Plan

“HealthEquity continues to ‘out do’ themselves in customer service! Thanks for taking such good care of our clients. We very much appreciate your efforts. The feedback from our clients has been five-star.”

– VP, California Banking Institution

demonstration
DEMONSTRATION

EMPLOYER

RESULTS

Better Experience

Better Decisions

Better Outcomes

Better Discounts/Choice

HEALTH

PLAN A

  • INTEGRATED ACCOUNT MANAGEMENT
  • HSA / HRA / FSA / DCRA / VEBA
  • LOWER COSTS
  • MAXIMIZE NETWORK
  • DISCOUNT / ACCESS
  • EMPLOYEE SATISFACTION
  • HIGH-QUALITY EXPERIENCE
  • MINIMAL DISRUPTION
  • CHOICE
  • CENTRALIZED COMMUNICATION
  • CONSISTENT CONSUMER STRATEGY

CLAIMS & ELIGIILITY

INFORMATION

HEALTH

PLAN B

  • Live 24/7/365
  • Support
  • Web Portal

MOST VALUE

HEALTH

PLAN C

COMMUNICATION, MARKETING, AND EDUCATIONAL SERVICES

  • Debit Card

PBM

DM

  • Claims from
  • Insurance
  • Continuing Education
payment platform
PAYMENT PLATFORM

PayChoice™ platform offerrs “pay from any account” option

Add optional personal checking account

Pay provider directly from any account and create a lifetime record of how claims were paid

rx pricing tool
Rx PRICING TOOL

For integrated pharmacy claims, HealthEquity proactively identifies savings opportunities and makes the member aware of the opportunities on the PayChoice™ platform and via e-mail.

rx savings report
Rx SAVINGS REPORT

Alternative Med

Result: Member is educated and can talk to their provider about ways to save.

symptom checker
SYMPTOM CHECKER

Help members decide whether to treat at home or see a doctor.

Possible causes of the symptom, how to self treat, when it’s an emergency, when to call a doctor, and how to prevent it in the future.

leverage payment platform medical care and rx
LEVERAGE PAYMENT PLATFORM: Medical Care and Rx

Members visit the site to pay claims and transact.

Includes opportunities-to-leverage capability:

  • Provides timely and relevant information
    • Rx savings or drug-to-drug interaction messaging
    • Message around care opportunities
  • Ease of use
    • Rx mail order link
    • Direct payment connection to Medco
personal health and financial record phfr
PERSONAL HEALTH AND FINANCIAL RECORD (PHFR)

Track health statistics, conditions and care, and drugs and allergies.

View medical spending organized by type of service and condition.

care guidelines
CARE GUIDELINES

Step-by-step guide to understanding and managing 12 common conditions

content decision support
CONTENT & DECISION SUPPORT
  • Health encyclopedia
    • A comprehensive, award-winning collection of illustrated health information on diseases and conditions, symptoms, tests, surgeries, and more
  • Symptom checker
    • Detailed information on more than 300 specific symptoms, such as abdominal pain, headaches, or heart palpitations, allows members to search topics based on what they’re experiencing
  • Care guidelines
    • Comprehensive articles on more than 1,600 topics are categorized by disease/condition overview, symptoms, treatment, and prevention
  • Surgeries and procedures
    • Graphical presentations cover more than 100 topics, from gastrointestinal conditions to plastic surgery
  • Health risk assessment
    • URAC-accredited general risk assessment and 12 lifestyle and condition assessments
    • Helps members assess and minimize disease and illness risk
healthequity overview1
HEALTHEQUITY OVERVIEW

Key Differentiation

  • Account integration:
    • HSA/HRA/FSA/VEBA
  • Health plan integration
  • Pharmacy benefit integration
  • Disease managementintegration
  • Available before and after enrollment
  • Teachable moments and live activations
  • Targeted communications
  • Configurable Web portal platform

Execution

Proactive Engagement

Integrated Account

Management

Education

Flawless Execution

Experience

“I wish HealthEquity could train other vendors how to achieve flawless implementation and provide stellar customer service.”

– Denise Johnson

Human Resources Director

Regence

  • Live Member Services specialists 24/7/365
  • Regularly exceed industry standards and SLAs
  • Low turnover