©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

©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 Outcome Example Outcome ExampleOutcome Example

©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:

– Net contribution over $4 millionover $4 million in Year two– RecurringRecurring incremental net contribution

Executive Vision Development Outcome Example #1HealthLine Systems™ Consulting Group

©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:

– Documented an 18% increase18% increase in outpatient procedures over approximately 12 months

Executive Vision Development Outcome Example #2HealthLine Systems™ Consulting Group

©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 Outcome Example Outcome Example Outcome Example Outcome Example Outcome Example

©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:

– Within 90 days, the number of days in accounts receivable was reduced by 7 daysreduced by 7 days

– Cash flow increased by $500kincreased by $500k for the quarter for an annualized cash flow improvement of $2 million$2 million

Ease of Access Assessment Outcome Example #1HealthLine Systems™ Consulting Group

©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 #2HealthLine Systems™ Consulting Group

©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 #2HealthLine Systems™ Consulting Group

©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc.

Outcome: – Market share up 5.3 percentage pointsup 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 #2HealthLine Systems™ Consulting Group

©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:

– Subscriber satisfaction jumped from 67% satisfied or very satisfied to 99% satisfied or very satisfied over twelve months – 32% increase in satisfaction!32% increase in satisfaction!

Ease of Access Outcome Example #3HealthLine Systems™ Consulting Group

©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: – Cost per call decreased by 55%decreased by 55%– Agent productivity increased by 33%increased by 33%– First call resolution increased by 30%increased by 30%– Subscriber perceived service quality increased by 37%increased by 37%

Ease of Access Outcome Example #3HealthLine Systems™ Consulting Group

©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:

– Experienced a 40% reduction40% 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 #4HealthLine Systems™ Consulting Group

©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 $5.50For each $1 invested, the enterprise saved $5.50 due to less costly utilization of care

Ease of Access Outcome Example #5HealthLine Systems™ Consulting Group

©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 Outcome Example

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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 ExampleHealthLine Systems™ Consulting Group

©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– volume of contacts 228%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 ExampleHealthLine Systems™ Consulting Group

©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.

©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 Outcome Example

©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 Outcome Example

©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:

– Identified savings ofsavings of >$500,000>$500,000– “Thanks. You helped us plug a half million dollar leak in

our boat!” -- CEO

Contact Center Survival Solution & Performance Review Outcome ExampleHealthLine Systems™ Consulting Group

©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 Outcome Example Outcome Example Outcome Example

©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 #1HealthLine Systems™ Consulting Group

©2000 by HealthLine Systems, Inc. These slides cannot be reproduced in whole or in part without the express consent of HealthLine Systems, Inc.

Outcome:– Within 12 months, 52% re-referred52% re-referred– Captured millionsmillions of incremental dollars– Avg. number of referrals in the first year of physicians

joining the program was 2.172.17; second year the same group increased their referrals to 44 patients per physician

– Figures climbedFigures climbed every year thereafter

Customized Consulting Outcome Example #1HealthLine Systems™ Consulting Group

©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 FTEs17.9 fewer FTEs– $456k$456k in permanent cost reduction

Customized Consulting Outcome Example #2 HealthLine Systems™ Consulting Group