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Maximizing the Impact of Analytic Insight Delivery

David Cartwright

Director Clinical Analytics, Catamaran

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Work with multiple client types

● Managed Care Organizations

● Employers

● Governments

● Unions

Help clients with utilization management strategy,

implementing plan design, and maximizing the

pharmacy health care dollar

Who is Catamaran?

3

Standard Across Industry

● Client engagement

● Discuss changes in industry

● Provide upsell opportunities

Clients are always asking for more Analytic content

Catamaran is a differentiator with Analytics

Quarterly Client Reporting

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Two Companies Merged

● One company had quarterly package that had good

content, but poor visuals

● One company had a very manual package that was

different every time

The Beginning

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Catamaran wanted top of the line Quarterly

Reporting Package

● Needed to be graphic based

● Needed to look great

● Needed to be fully automated

● Needed to be requested and run as needed by individual

users

Bring deeper level of analytics to clients

What Did We Want

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Quarterly Reviews for Clients

● Focus on client trends

● Provide explanation of trends

● Review Programs that could help client

Pharmacy Benefit Reporting

1. Key Performance Indicators - ABC Company

Client Trend

$64.56

Jan 14 -

Dec 14

7.1%

-1.9%

Percent

ChangeDec 13

Jan 13 -

10.7%

-1.9%

1.4%

Percent

ChangeClaim Type

Brand

Generic

TraditionalAll Drugs

Claim Type

$31.25

Dec 14

Jan 14 -

$14.43

$45.68

Jan 13 -

Dec 13

$17.07

$46.58

$63.64

$18.89

$45.68

Specialty

Traditional $14.61

$31.96 -2.2%

-1.3%

$46.58

Date Submitted: Jan 14 - Dec 14 vs Jan 13 - Dec 13

less than BOB

comparison

benchmark

Specialty/Traditional

1.4%

Plan Paid PMPM

Plan Paid PMPM Trend

Specialty: Greatest PMPM Change

of $1.82

Traditional

1.4%

-1.9% -2.2%-1.3%

10.7%

8.6%

4.8%3.2%

7.7%

16.9%

-5%

0%

5%

10%

15%

20%

All Drugs Traditional Brand Generic Specialty

Trend By Drug Type

ABC Company BOB comparison

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Documenting

● Report layouts needed to be mocked up

● Each and every field needed to be defined

● This took months

Handed this off to the IT team to develop

● This took even more months

● And lots and lots of testing

All in, the process took over 18 months from start to

finish

Where Did We Start

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Created 45 Page PowerPoint Presentation

● Generated via Cognos and PowerPoint

● Requested via Excel

● Delivered via our Siebel request tool

BUT…

We’re Done?

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The money ran out!!!

Limited budget for updates and changes

Some things didn’t work quite right

We got the product we asked for 18 months ago

So, where do we go from here?

What Happened?

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Gained feedback and insight

● SurveyMonkey, 10 questions at a time

● Obtained feedback on array of topics

● We held focus groups to help clarify this feedback

What did we learn?

● 80% of survey responders had suggestions for changes

● Overall, 30% of clients were neutral about product or

worse

● Training gaps identified

Survey, Survey, Survey

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What did users think?

● A product that was liked, but wasn’t loved

● Many users didn’t want to stop getting old versions

● Lost flexibility in what we delivered

● Any changes would take time to document, test and deliver

Survey Results

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Option 1

● Continue working with IT

● Document changes and enhancements

● Obtain needed funding

Option 2

● Rebuild product within Analytic Team

● Replicate what was already created, and make

enhancements along the way

Decision Time

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Focus on tools already in our toolbox

● No purchasing of new products

● No products that needed user installations

And yes, they are boring

● SAS, Excel, PowerPoint

● No training

● Strong user comfort

Operation Take Back

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SAS

● Does all the heavy lifting

● Data extractions, summarizations, analytics

Excel

● Formatting flexibility

● High user comfort level`

PowerPoint

● Needed tool users understood

● Needed to print copies for clients

How Did This Work?

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Our New Report was Finished

● Created 85 page presentation

● How do we get users to request it?

● How do we get output to users?

Request Process

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Old Process used Excel

● Each quarter had to submit new requests

● Led to inconsistencies

● Requests needed 1-2 weeks before meeting

Request Process

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Report Delivery

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Moved to SharePoint

● Pre-load previous

quarters information

● Users only needed to

approve what was

displayed

● New request could

easily be submitted,

and then would be

available next quarter

Request Process

Client Name:

Carrier ID

Account ID:

Group ID:

Approve must be set to "Yes" in order

for a QPR to be generated.

Approve:

Date Basis:

PMPM/PUPM:

Timeframe:

Cost Basis:

Benchmark:

Request a QPR Report

Please fill in the information below.  If requesting more than one

Carrier/Account/Group, please make sure to separate each entry with a comma.

ABC Company Q1 2015

ABC

ALL

ALL

MCO

2015 Q1 vs. 2014 Q1 (YTD vs. YTD)

Plan Paid

Submit Date

PMPM

Yes

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We were too successful

● Went from 350 requests in a quarter using old process

● Over 850 requests with new process

How did the user experience change?

● Greatly Improved 14% before, 48% after

Percent increase of 236%

Request Process

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Used SharePoint

● Because we used SharePoint for requests, we could

simplify delivery

● Users see their reports when they open SharePoint

● Managers and others could easily search for clients they

wanted to review

● Users had access to both Excel and PowerPoint

Report Delivery

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Old Process

● One big meeting with 100+ people attending for an hour

● Hard to get everyone to attend

− Vacation schedules

− Travel schedules

● Many on the call aren’t paying any attention

● No good questions, only bad questions

Training

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No Meetings for Training

● Created 8 short web videos through WebEx

● All Videos less than 10 minutes long

● Easy and quick to digest

● Available to users when they need

How did the user experience change?

● 50% found videos very helpful

● Liked being able to go back later

Training

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Mass Produce All Clients at Once

● Request process is done early

● Forces users to plan ahead

● Allows for more time to provide appropriate content

● Allows team to review slides, no longer waiting

Off-Cycle requests

● Moved to weekly

● Group all requests together and deliver at once instead of

one-off

Output

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Quarterly Changes Now Easy to Manage

● Focus Groups meet monthly

● Survey users quarterly

Allocate Resources for Changes

● No longer competing with entire company

● Prioritize based on department needs

Go Forward

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You may already have the tools you need to be

successful

The final output matters

The user experience matters

Things to Consider

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The End

Questions