Informis Medicaid Advantage Call Center Services

InformisProprietary andConfidential Information©2016InformisHealthSolutions LLC.AllRightsReserved

May 28, 2016David [email protected]

AN INTRODUCTION TOINFORMIS HEALTH SOLUTIONS

MEDICAID ADVANTAGE CALL CENTER SERVICES

InformisProprietary andConfidential Information©2016InformisHealthSolutions LLC.AllRightsReserved 2

History

Pearsonsellsdivision toVeritasCapitalwhonamesthecompanyVangent

PearsonGovernmentSolutions(1-800-MEDICARE)recruitsfoundertobuildInformis

Initialversion ofenrollmentsolutionlaunches;Vangentsignsfirstcustomers

Vangentsells its1-800-MEDICAREcontractandInformistoGeneralDynamics

Vangentcontinues todevelopsolutions,releasingfourversions ofitsMAproducts

InformislandsIllinoisACAHelpDeskContract;takes35,000callsinoneday

InformisbeginsservingWellCareaftertheyacquiredWindsor

Sixthversionofsolutionreleasedthatincludesmember-centricdataarchitecture

InformisstartsaggressivelygrowingTelesales

InformisbecomesanagencytolaunchTele-brokerage

2008 thru 2011 2012 2013 2014 2015 2016

FoundersacquireInformisfromGeneralDynamics

2004 thru 2007

FounderconceivesInformiswhilehelpingplanswiththeirPartDrollout


Informis Health SolutionsTestimonials and CommendationsCall Center Enrollment Performance (6/15)

5 Star Performance (7/15)

Outstanding Compliance (5/15)


informis Enroll™Convert leads to enrollments at up to 3 times the industry average

Data provided by Informis Customers

MAphoneenrollment rate%perqualifiedleadvs.competitors


informis Enroll™Case StudyInformis was setting agent / broker appointment unless caller asked to enroll over the phone

Customer wanted to replace agent and broker sales with over-the-phone sales

We exceeded phone enrollment objectives – achieved a positive ROI in less than 6 months

Over a four year period, Informis helped reduce customer’s cost per enrollment by over 60%

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov DecResponses 6,122 6,011 8,565 7,064 5,457 4,227 4,305 4,707 3,282 14,463 23,414 15,458QualifiedLeads 3,833 3,644 5,192 4,205 3,554 2,864 3,116 3,288 2,247 11,870 21,564 14,363AgentHomeVisits 1,169 1,013 926 905 515 288 213 291 3 2 3 0PhoneEnrollments 530 566 725 674 803 888 824 741 576 2,567 4,257 4,215HomeVisitrate 30.5% 27.8% 17.8% 21.5% 14.5% 10.1% 6.8% 8.9% 0.1% 0.0% 0.0% 0.0%PhoneEnrollrate 13.8% 15.5% 14.0% 16.0% 22.6% 31.0% 26.4% 22.5% 25.6% 21.6% 19.7% 29.3%

Tasked in March to drive phone enrollments over agent visits

Dedicated agents let goIn August

informis EnrollTM doubled phone enrollments

Data provided by Informis Customer


informis Enroll™

Agreatidea+millionsindevelopment+nineyearsofcontinuousimprovements=BestMedicareAdvantagesalessolution

Technology People ProcessIntelligentcallrouting– routescallstobestavailablesellingresource

Scripts– 9yearsofsalesexperience“baked”intofullycompliantscripts

Metrics– proprietary, sophisticated,databasedrives“hellotoenroll”marketingeffectivenessreports

Flexible– speedsimplementation;changesmakeittothefloorquickly;scalesupordowneasily

Reliable – Lessthan3hoursofdowntimein9years

HiringandTraining– Evolvedfrom1-800-MEDICAREprogram

BestPractices– embeddedinscripts;drivessales&compliance

QualityControl – CMSFive-Starratedprogram

Responsive– Processtorapidlyimplement“gamechanging”improvementsduringAEP

Modeling – accuratelypredictsresultsandrequiredstaffbasedonmarketingspendbychannel

Experience– 80%ofstaffwithInformismorethan4years

Expertise– Customersrelyonourknowledge

Licensed– Repslicensednationwide

PayforPerformance– IncentiveprogramsdriveCSRperformance

ExceptionalPMTeam

Provenhighestleadtosalesresultsintheindustry

+ +

How Informis Delivers Superior Results


informis Enroll™


informis Enroll™

Our reports are a key differentiator

Provides cost-per-enrollment clarity

“Hello-to-enroll” data captured in prospect / member-centric databaseenables timely, results-drivenallocation of marketing spend

Marketing Effectiveness Report –TV Campaign Response by county

Marketing Effectiveness Reports


informis Enroll™Marketing Lead Generation Summary/Channel Reports


informis Retain™

Help Desk (ACA Get Covered Illinois)Provider and Member ServicesBenefit and Eligibility VerificationScope of AppointmentWelcome CallsOutbound Enrollment VerificationFlu Shot RemindersPremium RemindersPCP Verification and ValidationAnnual Wellness Visit SchedulingBusiness Reply Card / Direct Mail ProcessingHRAHEDIS ScreeningsMedication Management Calls

PDP UpsellExtra Help / LIS Validation and ReinstatementMember Fulfillment / Material RequestsEvent / Seminar SchedulingPhysician Recruitment AuthorizationsAmerican with Disabilities Act VerificationContact Interaction ManagementPre-CAHPs SurveysDisenrollment SurveysANOC CallsCare ManagementLong Term Care Assessments and ReferralsMember Satisfaction Surveys

Provides comprehensive year-round member services

Healthcare

Informis Medicaid Advantage Call Center Services