Maximize Enrollment, Engagement with a Multichannel Mobile Strategy

Maximizing Enrollment, Engagement and Retention with a Multi-Channel StrategyMatthew Brown, Kony Healthcare | August 2012

2Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 2

AUTOMOTIVE/ENERGY FINANCIAL SERVICES INSURANCE HEALTHCARE/PHARM TRAVEL/HOSPITALITY

Kony Blue Chip Customers


Agenda

Reform and the Consumerization of Healthcare The Multi-Channel Challenge Strategies for acquisition, retention and health

3


Reform is Driving a Multi-Channel Strategy


Poll 1

What in your opinion will be the leading outcome of Reform and the “Consumerization of Healthcare”?Answers:A) Consumers will choose their own health plansB) Consumers will spend more time researching health

plansC) Consumers will seek out tools that allow them to

identify their preferences by location and other criteria

D) Members will be more engaged with their providers and treatments


Reform and Market Changes

Reform and the ACA is driving MAJOR change The old way of communication is DYING Growth is a key objective

Informed consumers, agent/broker engagement Member Retention is a key objective

Improved member experience, share lower cost options Member/Patient Communication is a key objective

Multi-channel approach, unified branding and experience Member/Patient Self Service is a key objective

Call center offset, e-claims, e-ID card, highest quality experience


Reach the Uninsured

How are you leveraging mobile to help you acquire a greater share of 49.1 million uninsured?


Wait – there is more

Nearly one in 10 employers to drop health coverage

About one in 10 employers plan to drop health coverage when key provisions of the new health care law kick in, according to a survey by Deloitte.


Poll 2

Do you currently have a plan to reach the uninsured?Answers:A) YesB) NoQuestion 2a: What will be your primary way to reach them? C) Television or print adsD) Agents/BrokersE) SEO/WebF) Mobile ApplicationsG) Social Media


Demographics of Mobile in US:Minorities Lead the Way


The Demographics of Mobile in US:Seniors are Fastest Growing


Why Mobile - NOW

Assumption Seniors do not use

smartphones for health Lower income individuals

can’t afford smartphones Ethnic minorities are slower

adopters of technology Limited use cases for

mobile/multichannel in Medicare/Medicaid

Reality 38% of seniors have

smartphone – 76% use it for health

Lower income individuals rely on Smartphone as personal computer

45% ethnic minorities own vs. 31% Caucasian

61% have downloaded mobile health apps

* Nielsen Research and Manhattan Research


What is Multi-Channel?


Poll 3

What does the term “Multi-channel” mean to you?Answers:A) Smartphones (iOS, Android, mobile web, MSFT, etc)B) Smartphones, tablets, mobile webC) Smartphones, tablets, mobile web, desktop,

devices, kiosks


Consumer Preference

How do customers choose to interact?

Phone/TabletSelf Service/Kiosk

Desktop/Laptop

Informed and Uncommitted Digitally

Empowered

Time Aware Socially Conscious


Location and Presence

Where can I access information?

HomeClinic or Pharmacy

Mobile

Transport


Fundamental Shift toward Consumer

Consumer adoption is forcing a better UI/UX


Each wave of computing has had a driving force behind it

CLIENT WEB

The past Today

MOBILE

Technology Content Experience

Customers and employees are demanding fast access, ease of use, and modern UIs of mobile apps.


The Path to Multi-Channel

CLIENT WEB

Today

MOBILE

Technology Content Experience

MULTI-CHANNEL

Productivity

Customers and employees demand those same attributes on any device, anywhere, at any time.

The past Today Tomorrow


Fragmentation and Chaos Is the New Normal

Percent of smartphones (U.S.) grows from 43% to >80% by 2015

More than 200 new tablets and more than 250 new smartphones will be announced globally in 2012

New devices and form factors will emerge through 2015 Mobile AD meets mainstream and Web AD The focus will turn to multichannel, not

just mobile Consumers will continue to own several cross platform

devices


Different Devices / Different Experiences


BUSINESSHow do I…

Secure brand adherence / loyalty? Deliver customer convenience? Reduce customer support costs? Get to market fast? Attain operational effectiveness? Drive employee productivity? Increase profitability? Lower risks?

Plethora of device options, modes, delivery mechanisms?HTML5 iOS phone & tablet /HTML4 Android phone & tablet /Native Windows phone, desktop & kiosk /Hybrid RIM / Symbian /Mixed-Mode Desktop Web

Consumer demand for on-device functionality (GPS, payments, etc)?

Employee demands for BYOD? Deliver great UI/UX experience? Security and data integrity challenges?

The Multi-Channel Challenge

TECHNOLOGYHow do I cope with…

?

?


Any DeviceEvery user

Run Everywhere

The KonyOne Platform

MOBILE WEB• Individual, device optimized sites• Basic HTML >> HTML5

HTML5 WEB• SPA• Wrapper, Hybrid

NATIVE SUPPORT FOR 7 OSs

SMS / MMS SERVICES

SOCIAL MEDIA

KIOSK

Write OnceA single code base

TABLETS


Paths to Success

Custom B2C, B2E App

Configurable pre-built apps

Multi-Channel Enterprise Application Platform (MEAP)


Kony Healthcare Solutions


Poll 4

What is the stage of your mobile application development?A) Non-ExistentB) Early Stage DevelopmentC) Currently DevelopingD) Deployed and Live


Engaging Consumers Everywhere

Plan Info

Health and wellnessNew Revenue

Provider& HIT

Find providers (geo-based locator)

Research medications and prices

EMR

Backend integration with legacy systms

View/track all claims by plan member

View benefits information by member

Request and get an instant quote

Research and shop for plans

Save search results

Enrollment

Graphical 3D ID Cards (view, e-mail or print)

Plan expense summary

Account balance details

Treatment cost estimator

Adherance

Appointment Reminders

Find facilities (urgent care, pharmacy)

Continuity of Care


Payer Use Cases for Multi-Channel

Member Facing Apps Member Cards Rx Management Claims Management Wellness / Adherence Plan Compare / Shop Cost Estimation

Employee Facing Apps HR Management Corporate Intranet Closed Loop Feedback SFA / CRM Broker / Enrollment

Provider Facing Apps Formulary Management Claims Status Cost Estimation Pay for Performance


Poll 5

What are your top priority multi-channel deployments? (multiple answers allowed)A) Member facing application, mobilize member portalB) Provider applicationsC) Agent, Broker, Sales force enablementD) Cost estimator and benefit toolsE) Payment solutions


Patient/Member Multi-Channel: Same App, Any Device

Memberapp

7:00AM 9:00AM 10:00AM 1:00PM 4:00PM 8:00PM

Member receives

appointment notification on Android

phone

Driving to work, vitals pushed to PHR via

Microsoft Sync App

While in clinic waiting room,

inputs new data on iPad

regarding treatment regimen

From work member

completes visit survey in

32-bit desktop app

Checks in at the pharmacy

using Windows-

based kiosk

A day-in-the-life of a member or patient in a multi-channel world

Verifies drug interactions

using Android Phone


Health Plan Member Applications

Time-to-Market is important- New Requirements from the Employers- Healthcare reform just around the corner- RFP Responses! Specific to native mobile

Kony: 8-12 weeks implementation

Complexity of Mobile Deployments- Internal Resource Constraints- Security Compliance Issues

Kony: WORE+ pre-built plug-n-go app

Kony: secure server+ HIPAA compliance

Consumer Engagement and Adoption- The right set of features and flows- Driving member adoption- Call center offset, ID Card, etc

Kony: Features/flows based on leading Health Plan practicesKony: Stunning UI+

data integration capabilities


Agent/Broker Multi-Channel: Same App, Any Device

Agentapp

7:00AM 9:00AM 10:00AM 1:00PM 4:00PM 8:00PM

Agent receives

notification on iPhone of todays sales

calls

At home, quickly

accesses app via Desktop

Web to review client

details

While onsite, leverages

data on iPad to discuss

Plan Options, Benefits,

Enrollment

From office, Agent

completes enrollment

details in 32-bit desktop

Member accesses

“welcome” packet on Windows-

Surface

Agent reviews status

updates on Android phone

A day-in-the-life of an Agent/Broker in a multi-channel world


Agent and Broker Applications

Location Services for Agents- Agent access increases usability- Initial wave of consumers entering market- Productivity, leads, reporting


Complexity of Mobile Deployments- Multiple Producer Channels- Security Compliance Issues



Agent Engagement and Adoption- The right set of features and flows- Driving higher enrollment- Improve relations




ACO/Provider Multi-Channel: Same App, Any Device

Providerapp

7:00AM 9:00AM 10:00AM 1:00PM 4:00PM 8:00PM

Provider receives

notification on Hospital

Blackberry of todays rounds

At home, quickly

accesses app via Desktop

Web to review lab

results

While in clinic, leverages

data on iPad to discuss treatment

options

From clinic, provider

completes visit details in

32-bit desktop app

Directs patients to

hospital pharmacy

using Windows-

based kiosk

Reviews radiology

images, EMR and triage on

Android phone

A day-in-the-life of a Provider in a multi-channel world


ACO/Provider Applications

Location Services for Provider- Location access increases usability- 92% of providers desire mEMR- Productivity, vitals, reporting


Complexity of Mobile Deployments- HIT partners and legacy systems- Security Compliance Issues



Provider Engagement and Adoption- The right set of features and flows- Driving higher utilization- Improve relations




Multi-Channel Product Solutions

Business to Consumer

Business to Consumer

Business to Enterprise

Business to Partners

Mobile Member Social Health Networks

Provider Support Tools Agent/Broker Enablement

Plan Compare Spend Tracker/Treatment Cost Estimate

Clinical Data and Research

Member Outreach/Engagement

Health Monitoring Enrollment Ancillary Services Nurse – mobile PHR

Device Integration – (Glucometer, etc..)

Customer Service/Call Center Support

Call Center Customer Support

Clinical Treatment Options

HSA/Flex Spending Proper Care Post - Op PBM Post-Operation Care

Tele-Medicine Claim Submission RFP Response Remote Patient Monitoring

Health Risk Assessment Survey

Goals and Gamification

Small/Large Employer Presentations

Employer Facing Tools – Explanation of Benefits, HR mgmt


Q&A

Health & Medicine

Maximize Enrollment, Engagement with a Multichannel Mobile Strategy