“Customer Experiences with Unique Wellness Approaches”
Sandy Rosenberg, VP Benefits and Absence Management – KeyBank Deidre Serum, Director of Employee Benefits – Best Buy Company Inc.
KeyBank: Who we are • Headquartered in Cleveland, Ohio, Key is one of
the nation’s largest bank-based financial services companies, spanning 14 states
• Assets of approximately $89 billion and 15,000 employees
• Provides investment management, retail and commercial banking, consumer finance and investment banking products and services in the U.S. and certain businesses, internationally
• KeyBank continues to be recognized for quality of service and high banking and corporate standards
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Employee Benefits
We promote healthy lifestyles and build financial security through our benefit programs. Workforce Wellbeing Strategy • Build a healthier workforce through focused solutions promoting
risk reduction and sustainable results to better serve our clients.
Benefit Strategy • Sponsor competitive benefits to support a vibrant and productive
workforce, enabling employees to achieve optimal health, wealth and wellbeing
Benefit Priorities • Maximize employee value while controlling corporate financial
risk • Engage employees in reducing risk and cost
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Key Medical Plan Fast Facts
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Incentive:
2011- 2013: $600 employee / $1,200 employee & spouse/partner Wellness Premium Credit 2014: $500 employee / $1,000 family HSA contribution (Earned Wellness Incentive)
Initial Journey
•10,800 employees and 23,500 members currently enrolled •Offered Online & Telephonic Wellness Coaching in 2011 •Added onsite biometric screenings at larger sites in 2012 •Implemented Reward portal and validated data in 2013
•Added LabCorp option in 2014
Health Assessment
Health Assessment Annual Exam
Health Assessment Biometric Screening Coaching
Physical Activity
Wellness Premium
Credit* and Raffle
Wellness Premium
Credit* and Raffle
Webinar (3)
Coaching
Physical Activity
* Employee and Covered Spouse/Partner
Wellness Premium
Credit* and Raffle
2009 for 2010
2010 for 2011
2011 for 2012
Our Journey (cont.): Health Improvement
How we are Getting there:
• Vendor integration extended beyond medical plan administrators to include Employee Assistance Plan as point of entry, as well as niche vendors such as Shape Up.
• Engaging diverse workforce through broad spectrum of tools in addition to telephonic and online coaching, such onsite wellness coach.
Where we are Headed:
• Holding employees accountable for improving health by rewarding for achievement of outcomes vs. program participation or completion.
• Integrate with other employers to leverage community resources.
• Continue “Know Your Numbers”
• Introduce concept of goal-setting
2012 2013 2014
• Establish target goals • Link financial incentive to
activity requirement only if numbers outside targets
• Tie 2015 financial incentive to achievement of 4 out of 5 target goals
• Refine Absence Scorecard
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Key Corp Participation Summary Calendar Year Results (1/1-12/31)
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Highlights • Health Assessment (HA) participation up and
continues to be over the University of Michigan target participation rate of 50% or more in any one year**.
• Reversed downward trend • Telephonic coaching participation up over 2X
• Telephonic coaching completions up over 3X • Improvements in telephonic coaching doubled
Health Assessment 2010 2011 2012 2013
Completion Rate 15,292 12,193 10,827 11,231
Biometrics 2010 2011 2012 2013
Completion 2,216 10,266
Wellness Coaching Overall Participation 2010 2011 2012 2013
Enrollment 2,043 3,175 7,250 14,739
Actively Engaged 728 2,789 7,150 14,360
Completed/Satisfied 1,401 1,224 499 1,705
Challenges 2010 2011 2012 2013
Participation 8,942 13,496 5,384*
Incentives 2010 2011 2012 2013
Achieved*** 91% 9,227
Outcome Metric Value 2010 2011 2012 2013 Q3
Improved 102 249 385 733
Stayed the Same 281 327 377 1,558
Declined 8 34 46 251
* Based on those receiving incentive credit. ** Since employee engagement is vital to the success of the program, this level of participation is necessary to impact desired outcome
measures and to gauge the true health status of the population University of Michigan Research Center, January 11, 2011
Population Risk Overview
Successes: The average number of self-reported health risks per HA participant dropped 28% going from an average of 2.11 risks per participant in 2010 to 1.51 in 2013.
From 2010 to 2013 KeyCorp had larger reductions in risk than the comparative data for 8 of the 15 risks. Repeat participant results (7,245): 59% of the medium and high risk participants lowered their number of risks, with 49% improving enough to move to a lower health risk status. 88% of the low and medium risk repeat HA participants maintained or improved their health risk status (only 12% shifted to a higher risk status).
Risk Transitions: Comparative Data
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KeyBank had a lower percentage
of members in the High and Medium Risk categories
AND higher percentage in the Low Risk
category than the comparison client and book of business in both
years
76% 77% 72% 75% 70% 70%
17% 18%20% 18%
22% 22%
7% 6% 8% 7% 8% 8%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2010 2013 2010 2013 2010 2013
KeyCorp Banking Client Book of Business
Risk Transition 2010 - 2013
Low Medium High
Medium Risk1,232 16%
Low Risk6,177 78%
High Risk197
41%
Medium Risk194
40%
Low Risk, 91 19%
High Risk482, 6%
High Risk2010 2013
Risk Migration
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59% of High Risk
participants moved to a lower risk
status
•45% of Medium Risk participants moved to a Low Risk
status • 13% moved to High Risk
status
90% of Low Risk participants maintained Low Risk status
Low Risk6,177 78%
High Risk482 6%
High Risk, 163 , 13%
Medium Risk514
42%
Low Risk555
45%
Medium Risk1,232 16%
Medium Risk2010 2013
High Risk482 6%
Medium Risk1,232 16%
High Risk, 59 , 1%
Medium Risk, 568 , 9%
Low Risk5,550 90%
Low6,17778%
Low Risk2010 2013
0 1000 2000 3000 4000
BP
BMI
Chol
Absent Days
Job Satisfaction
Life Satisfaction
Relaxation Medication
Perceived Health
Exercise
Stress
Tobacco
Risk Reduction 2010 - 2013
Members At Risk in 2010 Members Still At Risk in 2013
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Risk Factor Impact Tobacco Risk
• 33% of the repeat HA participants who smoked in 2009 quit before 2012
Weight Risk (2010 BMI >=27.5)
• 9% decreased BMI to <27.5 by 2012 • 39% lost weight (average =14.7 lbs.) • Members who completed telephonic
coaching were 28% more likely to lose weight than non-participants
9% Reduction
33% Reduction
0 1000 2000 3000 4000
BP
BMI
Chol
Absent Days
Job Satisfaction
Life Satisfaction
Relaxation Medication
Perceived Health
Exercise
Stress
Tobacco
Risk Reduction 2010 - 2013
Members At Risk in 2010 Members Still At Risk in 2013
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Significant Risk Improvements
• Days Absent • Exercise • Cholesterol • Perceived Health • Stress • High blood pressure
18% Reduction
63% Reduction
69% Reduction
61% Reduction
61% Reduction
84% Reduction
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Risk Improvement – Comparative Data
• KeyBank had higher percentages of risk
reduction than the comparison client in all but 5 categories
• Book of Business results were better
than KeyBank in only 3 categories – BMI, Cholesterol, and Relaxation Medication
0% 20% 40% 60% 80% 100%
Blood Pressure
BMI
Cholesterol
Absent Days
Job Satisfaction
Life Satisfaction
Relaxation Medication
Perceived Health
Exercise
Stress
Tobacco
Risk Reduction Percentage 2010 - 2013
KeyCorp Banking Client Book of Business
Summary of Lessons Learned and Critical Success Factors
• Incentives drove participation
• Attestation was a good starting point
• Robust communication plan is critical
• Defined measures of success to optimize the plan performance
What’s Next?
• Continue validated health screening data • Revise outcome goals to meet program objectives • Set personal goals for attainment in future years to receive wellness incentive • Sustain a meaningful incentive with employer contribution to a Health Savings
Account • Continue to measure results driving personal accountability and decreased
aggregate population health risks
Vision
• The success of Best Buy depends on the wellbeing of our employees. A
healthy and engaged workforce is our competitive advantage.
• Best Buy can be a partner, but only an individual can take control of their
health.
• We welcome all employees and their families to be a part of Be Healthy – a
whole new way to think about your overall wellbeing.
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Employer Actions • Link Health Care to Best Buy Culture
• Reinforce message: You Matter Most Your health is
important to you and us You are accountable
• Teach employees to be wise medical consumers
Employee Actions • Take responsibility for your own health
• Consider cost and quality of health care when making decisions
• Pursue and maintain a healthy lifestyle
The key to empowerment is a cultural shift that moves
employee’s perceptions from one of benefit entitlement to that of
shared ownership in personal and organizational health
Mission
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Where do we start? Our employees!
Strategy
• Know Yourself: Taking charge of your health
• Improve Yourself: Engaging in your health
• Protect Yourself: Making the right choices
• Engage Yourself: Being a good consumer
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• Get level set on employees current state • Create individualized plan with goals • Use Best Buy technology to achieve goals • Incent and reward positive behavior and results • Measure the success in dollars, level of engagement and productivity • Keep it simple in the way in which we talk with Employees:
Current State - Population
• Data as of Jan13; rounded
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Total Employees 100,000
Full-Time (>=32 hours)
51,000
Enrolled in a BBY Health Plan
35,000
Coverage Ee Only – 62% EE+1 – 16% Family – 22%
Not Enrolled in a BBY Health Plan
16,000
Part-Time (<32 hours)
49,000
1) Majority < age 26 2) Coverage under parents plan 3) Working 30/31 hours- ~4,000
The Opportunity
5% of member 50% of spend
21% of members 32% of spend
Healthy
Low-Mod Risk
High Risk
75% of members 17% of spend
• Preventive Care • Healthy Lifestyle • Engagement for
Pregnancy
• Culture of Health “Ask Anna” • Wellness Coaching • Diabetes Prevention &
Control Alliance (DPCA)
• High Cost Case Management • Patient Advocacy • Care Coordination
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Focus – Distribution Centers and Corporate Services Logistics Corporate BBY Total
Claimants per 1,000
Diabetes without complications
48.0 41.0 24.2 25.3
Hypertension 83.5 81.7 34.1 43.4 Intervertebral disc disorders
81.5 85.9 71.7 74.3
Coronary atherosclerosis
14.5 10.1 3.3 5.0
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Most prevalent conditions within the services and logistics population are: • Hypertension • Back issues (Intervertebral disc disorders) • Diabetes • Cholesterol (high association with coronary atherosclerosis)
All are influenced by lifestyle choices! Plan year 2011 Data
Wellness Solution • Complete onsite assessment and baseline data
— Where were the pain points — Where should we focus our energy
• Implement Onsite Wellness Coordinator • Introduce Healthlink (consistent messaging, one stop shop) • Utilize Onsite Resources (for Campus)
— Cafeteria — Fitness Center — Walking stations — Health Kiosks — Zen Den — Outdoor Mile Loop — Biometric screenings, Flu shots
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The Activate Audit©
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Assess the following for each location:
1.Does your physical environment support healthy choices throughout the workday? 2.Do locations have highly visible wellness cues/prompts in place?
The Activate Audit is designed to uncover culture-enabling gaps related to the physical
environment and health communications at a variety of moment of truth locations.
Who they are
What they think
How they behave
What influences
them
Who they are
What they think
How they behave
What influences
them
Evaluated areas include: – Grounds and parking lots – Stairways – Work stations – Outdoor smoking area – Break/Meeting rooms – Cafeteria/Vending – Fitness center and locker rooms – Mother’s room – Onsite Clinic
The Workday is Filled with “Moments of Truth”
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4:00 PM Break Room Vending Machine Candy bar/soda or healthy snack/water?
8:00 AM Parking Lot/ Grounds Park near or far?
5:00 PM Fitness Center/ Locker Room Work out a little longer on the treadmill?
11:00 AM Building Use the indoor walking route or take the shortcut?
Noon Cafeteria High fat/cal option or low fat/cal option?
6:00 PM Elevator/Stairs
Take the elevator or stairs?
9:00 AM Meeting Room Eat the donut or the whole-grain muffin?
1:00 PM Workstation Candy jar or no candy jar?
Anna – Onsite Wellness Coordinator
• Expert in building culture of wellness
• Provides onsite coaching session at Corporate Campus — 50 Personal Consultations (1:1 environment, 30-60 minutes in length,
discussing health & wellness goals)
— 220 Direct Referrals (into a HEALTHLINK coaching program or Maternity
Support)
• Develops and leads Wellness Champions network
• Provides insight on “moments of truth” in the physical environment
• Coordinates with other key players in building a culture of wellness
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Healthlink
• One stop for all health and wellness matters — Health Concierge Services
— Wellness and Lifestyle Coaching
— 50+ Condition, Disease, and Complex Management
— Symptom Triage and Treatment Decision Support
— Gaps in Care Provider and Consumer Messaging
• Consistent messaging refreshed regularly
• Messaging at “Moments of Truth”
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Wellness Champions • 55 Wellness Champions throughout 25 Locations
Wellness Zone Centers
Wellness Zone Newsletters
Weight Loss Challenges in DCs
• Chicago- Volunteer-based, 12-week challenge
— 20 employees participated
— 5 teams of 4 employees
— Total site weight loss 109 pounds!
— Top employee weight loss total 19 pounds!
• Testimonial : “Our employees we’re so engaged in this challenge and even after
the challenge ended, most of us are still working on our health and wellness
goals.”
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Combined Wellness Calendar
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HEALTHLINK Fitness Center BON APPETIT
January 2014
Commitment Commit To Be Fit Synergize your Diet
February 2014 Heart Healthy Heart Healthy Healthy Fats & Heart Healthy
March 2014 Nutrition Nutrition In Balance
April 2014 Healthy Pregnancy Healthy Pregnancy High Nutrition, Low Carbon
May 2014 Exercise & Fitness Exercise & Fitness Delicious, Nutritious, Misunderstood Vegetables
June 2014 Men’s Health Men’s Health Plant-Based Proteins
July 2014 Quit Tobacco Bike to Work Challenge Hydrate the Healthy Way
August 2014 Preventative Health & Healthy Back Back to School, Family & Safety Antioxidants
September 2014 Flu Prevention Flu Prevention Eat Locally & Seasonally
October 2014 Cancer Support Women’s Health Lower Sodium
November 2014 Diabetes Awareness & National Smokeout
Healthy Holidays Proper Portions
December 2014 Happy, Healthy Holidays
Stress Management Eating During Stressful Times
Health and Wellness Vendor Monthly Topics
Onsite Wellness Resources Health Kiosk / 2013 Corporate Stats:
• Total # of Blood Pressure
Readings = 531
• Total # of Weight Readings = 332
• Total # of BMI Readings = 190
Health Kiosk / 2013 Geek Squad City
Stats:
• Total # of Blood Pressure
Readings = 1982
• Total # of Weight Readings = 1548
• Total # of BMI Readings = 428
Health Kiosk / 2013 Nichols, NY DC
Stats:
• Total # of Blood Pressure Readings =
906
• Total # of Weight Readings = 474
• Total # of BMI Readings = 133
Walking Station / 2013 Corporate Stats:
• 3 Walking Stations
• 3,000+ miles each month
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Culture of Health = Engagement • 9% of members and 52% of all claims dollars are actively managed • 8,254 Best Buy employees and family members called the NurseLine for medical advice • 6,897 worked with Nurses or Wellness Coaches to help improve their health • 976 were helped by Nurses to best doctor for their condition • 38,726 Gap in Care were addressed by nurses • 13,726 Gaps in Care ID’d and 6,229 were closed via HealtheNotes • 519 Mothers-to-be, worked with Nurses to assure the best possible delivery • 849 Employees or spouses participated in the Healthy Weight Program
— 498 lost at least 1% of body weight — 7,505 lbs. of weight were lost by the group
• 671 Employee or spouses participated in the QuitPower smoking cessation program — 219 quit — 1,500,000 cigarettes were eliminated from consumption
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What’s Going to be Different?
• Health & Wellness for FT employees • Wellness
• FT Employees Enrolled in a Best
Buy Health Plan
• Health Plan
• FT Employees
• Higher Trend – 7% • Lost Productivity • Higher Absenteeism • Less Engaged Employees
• Health & Wellness for All employees • Wellness
• All Employees
• Health Plan
• FT Employees -> BBY Health Plan
• PT Employees -> Exchanges
• Maintain Lower Trend of 3-6% • Increased Productivity • Lower Absenteeism • More Engaged Employees
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Historically Future
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