2016 Experian Information Solutions, Inc. All rights reserved. Experian and the marks used herein are service marks or registered trademarks of

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Solutions, Inc. Other product and company names mentioned herein are the trademarks of their respective owners.

1 2016 Experian Information Solutions, Inc. All rights reserved. Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions, Inc. Other product and company names mentioned herein are the trademarks of their respective owners. No part of this copyrighted work may be reproduced, modified, or distributed in any form or manner without the prior written permission of Experian. Experian Public.

2 Introducing: Jorge Wong Experian Health Kevin Kidd AxiaMed Don Sellazzo AxiaMed 2

3 Optimize collections to address rising self-pay patients and increasingly high deductibles in a secure environment

4 Increasing Patient Responsibility HDHP maximum out-of-pocket amounts (deductibles, co-payments and other amounts, but not premiums) Increase Individual $6,550 $6,450 $100 Family $13,100 $12,900 $200 4

5 Number Of People With High Deductible Health Plans (millions) Year

6 The Financial and Economic Status of American Consumers The percentage of people who responded to a Federal Reserve survey that they would either have to sell something, borrow or not be able to cover a $400 emergency. Source: May 2016 issue of The Atlantic 6

7 Percent Of Customers Ranking The Following Expenses In Their Top Two Choices Source: McKinsey Retail Healthcare Consumer Survey Entertainment, Discretionary Other Medical Bills Cable/Cell/internet Auto loan/lease Credit Card Bills Health Insurance Premium Utilities Mortgage/Rent

8 Drivers of Consumer Non-Payment Stated Reasons for Non Payment Percent of insured respondents LACK OF FINANCING OPTIONS I JUST RECEIVED MY STATEMENT I FORGOT TO PAY OR WAS CONFUSED ABOUT WHAT I OWE HEALTHCARE IS A RIGHT AND I SHOULDN T HAVE TO PAY MY BILL OTHER REASONS % of insured consumers are both able and willing to pay their out of pocket medical expenses for annual liabilities of less than $500 per year. Source: McKinsey consumer healthcare payment survey 8

Most Consumers Would Be Willing to Pre-Pay at Point of Service % of Consumers willing to pay with credit card at point of service with good estimate No credit or debit card 3%

9 Most Consumers Would Be Willing to Pre-Pay at Point of Service % of Consumers willing to pay with credit card at point of service with good estimate No credit or debit card 3% No, rather wait for bill 29% Yes, up to $200 25% Yes, up to $500 9% No, rather pay cash/check 16% Yes, regardless of amount 18% Source: McKinsey Retail Healthcare Consumer Survey 9

10 Estimated Recovery %s By Control Point 100% Pre-Admission 75% Admission 65% In-Patient 60% At Discharge <40% One Month after Discharge 10

Strategies for Increasing Patient Collections and Satisfaction Increase Point of Service Collections More Patient Billing Personalization Financial Aid Screening Propensity to Pay

11 Strategies for Increasing Patient Collections and Satisfaction Increase Point of Service Collections More Patient Billing Personalization Financial Aid Screening Propensity to Pay Statement Personalization Collection Optimization/segmentation Mobile Technology Multi-Channel Model (Convenience) Traditional statement processing Online Billing and Payment Inbound/Outbound IVR 11

Point of Service Collection Strategies Have the staff with the appropriate skill set in patient facing positions asking for payment at every opportunity. Appropriate training Scripts (http://www.hfma.

12 Point of Service Collection Strategies Have the staff with the appropriate skill set in patient facing positions asking for payment at every opportunity. Appropriate training Scripts ( Interest free automatic and recurring payment plans Prompt pay discounts Estimates Propensity to Pay Secure payment processing (EMV) Increase number of locations taking payments Track payments by staff, incentive programs 12

13 Elements of a Successful Healthcare Collection Solution Security PCI Compliant, P2PE, EMV capable Permission based usage Enterprise Wide (Adaptable) Can be used with any processor Used anywhere in the facility and at any point within the revenue cycle Online patient facing, kiosks, mobile applications Ease of Use Minimal training Rules based and automatic applications Continual product evolution (nimble) Integration (Healthcare Specific) Communicates with other modules and platforms within the revenue cycle (e.g. online & kiosks) Post Back capability and Account History detail Analytics Macro to Micro permission based reporting capabilities Alerts 13

Segmentation Strategy 2016 2012 Experian Experian Information Information Solutions,

14 Segmentation Strategy Experian Experian Information Information Solutions, Solutions, Inc. Inc. All rights All rights reserved. reserved. Experian Public. Experian Confidential. Low Profit Accounts High Profit Accounts Segment 2 represents 10% of the accounts and 50% of the revenue Segments 1, 2 and 3 represents 50% of the accounts and 90% of the revenue 14

15 Best Practice Sample collection strategy Segment Number of Accounts % of Accounts Initial Patient Responsibility Total Payments Avg Initial Patient Responsibility Avg Payments Recovery Rate Segment 1 7, % $645, $458,588 $82.15 $ % Segment 2 4, % $7,078, $2,195,787 $1, $ % Segment 3 8, % $26,209, $1,473, $3, $ % Segment 4 7, % $15,441, $397,309 $2, $ % Segment 5 11, % $19,525, $170,650 $1, $ % Grand Total 40, % $68,900, $4,695, $1, $ % Experian Experian Information Information Solutions, Solutions, Inc. Inc. All rights All rights reserved. reserved. Experian Public. Experian Confidential. 15

16 Segment 1 Best Practice Sample collection strategy Segment 2 Segment 3 16

17 Best practice consulting Sample collection strategy Segment 4 Segment 5 17

18 Customize Statements: Pick Fields for Targeting Location name Statement date Guarantor city, state, Zip code Output type (statement, letter, letter type) Guarantor type Type of bill (hospital, physician, dental, etc.) Financial class Patient sex Patient language Service type (inpatient, outpatient, etc.) Dunning code 18

19 Data-Driven Patient Engagement Platform Segment 4 6 Segment 5 19

20 Multi-Channel Communications Strategy Don t make your patients have work to give you money Patient Billing Portal & Statements IVR MOBILE Customer Service Reps 20

2016 Experian Information Solutions, Inc.

25 Clear, meaningful ROI A children s hospital Beyond patient satisfaction, self-service has a strong ROI Patient satisfaction scores up 66% Collections 10-15% increased Online payments up from $200K to $1 Million / month Online adoption increased from 900 families to 35,000+ $70,000 annual statement savings 8,000 Self-Service requests via saved Cincy from hiring 1 FTE 25

26 Simplify & Secure Patient Responsibility Payments

27 About AxiaMed Healthcare & Integrated Technology thought leaders Deep experience in the payments industry World class client support & management teams 27

28 Experian Health Partnership The preferred source of payments technology for Experian Health Fully integrated payment solution AxiaMed (Processor) Provides true end-to-end payment solution for all patient payments Axia epay Gateway Committed to protecting patient information EMV ready solution exceeds security standards PaymentSafe AxiaMed executives have worked with Experian and their clients for 10+ years AxiaMed executives have 16+ years in the Healthcare and Payments industry Healthcare focus 28

29 Global payment leaders We are strategic partners with Visa and Ingenico which gives us insight into the development of new products and services for the healthcare industry. 29

30 Value of a Single Solution Provider Merchant Account Gateway Account ACH Processing Chargeback Mgmt. EMV Hardware Provisioning/Support 30

31 Value of a Single Payment Solution Provider AxiaMed provides underwriting for all payment brands (CC, Amex, echeck) Service Single phone call for all payment related matters AxiaMed Technology Seamless workflow from registration to post-care Can be used in all departments Reconciliation & Reporting Streamline reporting Credit, echeck (ACH) and other payment methodologies Single deposit & rate for all card brands Hardware fulfilment Integrate to other applications 31

32 Multi Payment Vendor Solution AxiaMed will pass payment transactions to the Processor Service Seamless workflow from registration to post-care AxiaMed Technology Other Can be used in all departments Credit, echeck (ACH) and other payment methodologies Hardware fulfilment Integrate to other applications 32

33 Security Malware is on the rise, and threats to hospitals are, too cybercriminals are increasingly turning their attention to small and mid-tier systems. Chris Stangl, a section chief at the FBI s Cyber Division, called breaches and ransomware a prevalent, increasing threat in an interview with The Wall Street Journal. According to data from the FBI, 2015 saw 2,453 reported ransomware incidents. All in, victims paid out about $24.1 million total. 33

34 Security Stack Network Segmentation Tokenization HIPAA Compliant Security Stack Reduce PCI footprint PA-DSS Point to Point Encryption P2PE 34

35 What does EMV Mean for Healthcare? Liability Shift of October 1 Low risk for healthcare. Chargeback defense is more difficult. Patient Access Principal reason to implement EMV is that patients expect to use EMV at other locations over the next 12 months Replacement Equipment Availability Most acquirers are NOT providing non-emv equipment to their merchant clients 35

36 2016 EMV Adoption Rates 62% of all US Cards are issued with EMV. 75% American Express 64% Visa 66% MasterCard 68% Discover 48% of US Cardholders have used their EMV cards by dipping EMV seems more secure My credit card company gave it to me, I don't have a choice Intrigued by the new technology Faster to dip than swipe Increased preference to a more secure method of payment EMV *Information from 2016 Visa Strategic Partner Forum 36

37 What does EMV mean for integrated payment solutions? Integration with hardware - Now requires certification with EACH processing platform Older hardware integrations do not work Encryption All terminals must be encrypted with two keys.gateway/other encryption and EMV/PIN key 37

38 Payment device, software, and key management combined must be certified with the Card Associations to allow secure EMV transaction processing. The terminals contain proprietary, highly secure software called Payment Fusion that is written with Ingenico s Telium operating software the most secure operation software in the world. The terminal software is directly integrated with the PaymentSafe software, so the devices must be purchased and deployed through certified channels at Ingenico. Multiple encryption keys are unique and are critical components to providing the highest security possible. The handling/administering of the keys is highly controlled and regulated. 38

39 Ways AxiaMed is securing transactions and reducing scope and burden of PCI Implementing PCI 3.xx and PTS validated terminals Securing transactions with P2PE Network segmentation of Card Data Network Utilizing PCI validated solutions for all areas that process credit cards (gift shops, café, parking, IVR) 39

40 Typical Transaction Flow 40

41 echeck (ACH) 41

42 ACH Check processing without the bank lines Quickly process check payments without a trip to the bank Fully integrated with PaymentSafe patient checking information is entered into PaymentSafe Securely store payment information for future billing Next Day Funding 42

43 Deploying a Future Proof Solution Zero footprint - No software, client - No additional hardware device Payment Application on Terminal Network Segmentation Implementation planning focused on healthcare to reduce PCI footprint Ability to integrate into additional software applications that a health system is utilizing Remote application updates 100% Cloud based 43

44 Deliverable today EMV NFC Wireless terminals 44

45 Q Estate Management 45

46 Hardware solutions Ingenico preferred provider Global leader in payment devices Most secure terminal operating system We wrote directly onto the Telium platform Countertop and Wireless models 46

Ingenico ipp320 The ipp320 optimizes countertop checkout with a fast, secure payment solution. It enables retailers to accept credit and debit card electronic payment transactions that require a PIN.

47 Ingenico ipp320 The ipp320 optimizes countertop checkout with a fast, secure payment solution. It enables retailers to accept credit and debit card electronic payment transactions that require a PIN. The ipp320 is easily connected to PaymentSafe, and accepts NFC/contactless payments. The ipp320 meets the latest hardware and software security requirements. PCI PTS 3.x certified, ipp320 ensures secure data and application management and enable highly secured electronic transactions. It also complies with SRED and Open protocol modules. For more product details go to html 47

Ingenico ipp350 The ipp350 optimizes countertop checkout with a fast, secure payment solution. The ipp350 accepts credit and debit card electronic payment transactions that require a PIN.

48 Ingenico ipp350 The ipp350 optimizes countertop checkout with a fast, secure payment solution. The ipp350 accepts credit and debit card electronic payment transactions that require a PIN. The ipp350 is easily connected to PaymentSafe, and accepts NFC/contactless payments. The ipp350 color display provides an easy to read layout of provided information. The ipp350 meets the latest hardware and software security requirements. PCI PTS 2.x and 3.x certified, ipp320 & ipp350 ensure secure data and application management and enable highly secured electronic transactions. It also complies with SRED and Open protocol modules. For more product details go to html 48

49 Ingenico isc250 The isc Touch 250 combines signature capture and touch screen technologies in a robust, compact design. The isc Touch 250 accommodates all forms of payment including EMV chip & PIN, chip & sign, magstripe, signature capture, and NFC/contactless. The isc Touch 250 meets the industry s highest and newest hardware and software security requirements and is PCI PTS 3.x & 4.x certified. It complies with SRED and Open protocol modules, and supports all point-to-point encryption (P2PE) solutions for reduced PCI DSS scope. The isc Touch 250 provides high quality, durable signature capture for electronic payments. For more product details go to html 49

Ingenico iwl258 Highest Security -The iwl Series meets the highest security requirements and is

Designed for Mobility- Designed specifically for mobility, the iwl Series provides extended

for outstanding display readability inside or outdoors.

50 Ingenico iwl258 Highest Security -The iwl Series meets the highest security requirements and is PCI PTS. 2.x and 3.x certified with SRED & Open protocol modules. Designed for Mobility- Designed specifically for mobility, the iwl Series provides extended battery life, in a lightweight, robust, compact-sized design and features a wide backlit keypad for outstanding display readability inside or outdoors. Long Battery Life - Anticipating active use in remote environments, Ingenico Group focused on delivering outstanding battery life. In most cases, the iwl Series is designed to run all day in the most active retail environments. Outstanding Printer - The iwl Series 30-lines-per-second printer is one of the fastest on the market, for on-the-spot checkout efficiency. 50

51 WoW Cart / Bedside Payments 51

52 Terminal Management Solution Dashboard Monitor environment, terminal status indicators, terminal versions, transaction times. Organization View Terminal rollout, terminal status, view associated accounts/locations/departments. Terminal Management View General information, security profile, terminal state, geo-location, connection history, transaction times, terminal logs. Reports Number of transactions, volume of transactions, number of terminals, and other endpoint communication for each terminal in an organization. 52

53 Terminal Management Solution 53

54 Terminal Management Solution 54

55 Terminal Management Solution 55

56 Validated Point-to-Point Encryption What Point-to-Point Encryption (P2PE)? A payment security solution that instantaneously converts confidential credit card data and information into indecipherable code at the swipe of the card to prevent hacking and fraud. 56

57 Contact Jorge Wong Sr. Product Director, Experian Don Sellazzo Vice President, AxiaMed x139 57

58 Compassion The purpose of human life is to serve and to show compassion and the will to help others. Albert Schweitzer 58

When the hard-to-reach become your preferred customers. Finc / the offering which addresses financial inclusion challenges

When the hard-to-reach become your preferred customers Finc / the offering which addresses financial inclusion challenges Powering the Financial Inclusion revolution Today, 75% of the world s population