Employer Implementation Overview ConnectYourCare is committed to making the on-boarding process as simple and quick as possible. We have put significant resources behind the development and testing of our implementation process to deliver our clients the most streamlined experience possible. At ConnectYourCare, our culture is built on the concept of providing guidance to employers and employees alike to negotiate today s health care market. Our team of experts strives to deliver flawless execution and excellence in the support of our clients evolving objectives. We think that the bar must be raised in this industry, and we strive to exceed the service standards. We have elevated our Account Management services to a level greater than what is generally garnered for a traditional health care account vendor. As an industry leader, we are in a unique position to offer strategic advisory services guidance backed by proven results. This guide will provide an overview of the implementation process. Topics covered include: Account Management Team Implementation Steps o Project Initiation o Requirements Definition o Configuration o o o Testing Launch Post Implementation Review Account Management Team ConnectYourCare has created an Account Management Team that provides a world class team of consumer-directed health care experts who will be dedicated to each employer s implementation and account. While not involved on the day-to-day implementation tasks, an executive sponsor will also oversee the success of the implementation. The Account Executive will see the employer s implementation through to completion and is accountable and responsible for the employer s satisfaction. He or she will provide ongoing senior level support and advise the employer on strategies to drive enrollment. The Implementation Manager will coordinate ConnectYourCare s Marketing, Finance, IT, and Operations efforts during the implementation. Finally, the Account Manager will also be involved in every step of the implementation process. He or she will manage the employee education and communication plan, and will act as the day-to-day operational support contact for the Human Resources group. ACCOUNT EXECUTIVE ACCOUNT MANAGER CLIENT SERVICE SPECIALIST EXECUTIVE SPONSOR < ANALYST TEAM COMMUNICATION SUPPORT EDI/FILE PROCESSING TEAM FINANCE IMPLEMENTATION MANAGER IT/MANAGER ConnectYourCare 1
Below is an overview of the process for implementing health care accounts. Timelines may vary according to the amount of customization required. Some steps may overlap, allowing ConnectYourCare to execute multiple tasks simultaneously. Implementation Steps Project Initiation Pre-Implementation Meeting - Introduce project team - Discuss business strategy, goals and objectives Requirements Definition Configuration Testing Launch Employer Contracts - Administrative Services Agreement - Business Associates Agreement - Automatic Clearing House Authorization Implementation Kick-Off Meeting - Account plan design - Technical requirements - Employee communication objectives - Contribution, reimbursement and funding - Operation and services Adoption Strategies Communications - Define communication strategy - Create communication plan - Define payment card and card kit requirements Portal Customization Requirements Business Process Flows Technical Requirements - Claims feeds - Census, enrollment and payroll file feeds Employer Set-up in ConnectYourCare System Interface Development - Configure and test sample files - Claims feed configuration Additional Customizations Develop Test Plan & Test - Interface Test - Claims Test Receive and Process Enrollment Timeline (based on 1/1 Implementation) August - September September - October October - November November Post- Implementation Review Funding - Required Minimum Funding notional accounts - Contribution funds from employer for HSA - Collect first month s administrative fees Payment Cards mailed to participants Employer Reporting Metrics Lessons Learned /Post Implementation Survey Ongoing Account Relationship December January February ERIMPLG07232014dc 2
Project Initiation This stage begins the implementation process. During this stage, the ConnectYourCare management team will sign contracts, identify the project team and prepare for the implementation process. The project plan and the project charter will provide a roadmap for the remainder of the implementation process. Implementation (Kick Off) Meeting The Account Management Team coordinates an onsite implementation kick off meeting. The objective of the meeting is to introduce the project team and identify business strategy, goals and objectives, and to answer any questions. Other topics covered in this meeting include: Finalization of Account Plan Design Choose the types of savings accounts to offer and establish proper integration and prioritization if there are two or more accounts. Also, determine whether to allow all qualified expenses under IRS Code or limit the expenses to be covered by the accounts. Open Enrollment Process Establish when Open Enrollment will begin, when Open Enrollment will end, and when ConnectYourCare can expect to receive a final enrollment file. Open enrollment timeline is discussed and communication needs. Contributions and Reimbursements Discuss the frequency and method of contributions to accounts as well as the employee reimbursement frequency for non-payment card claims. A company payroll or contribution calendar should be provided. Execute Contracts Several Agreements are prepared to contract services. These agreements will be emailed for endorsement. The originals should be signed and returned to ConnectYourCare by US mail or other mail delivery method: Administrative Services Agreement ACH Authorization Business Associates Agreement. After ConnectYourCare receives the signed agreements, the Account Management Team will hold the Implementation Kick-Off Meeting. During this call, the ConnectYourCare team will discuss the Project Plan in detail. Funding Process Review Discuss how billing works for monthly administrative fees, any initial set-up costs and the funding of the savings accounts. ERIMPLG07232014dc 3
Requirements Definition In this stage, the ConnectYourCare team will work with the employer to review and finalize the details of the account(s) to be administered, develop the communications plan, discuss business process flows and define file interface requirements. Adoption Strategies - ConnectYourCare and the employer will define a 3-year strategy and adoption plan, first year adoption strategies and discuss other innovative strategies. Communication Plan - Research reveals that employers with the highest participation rates deploy strong communications campaigns that clearly illustrate the financial benefits of the programs. Our Connect communications program presents health care accounts as a solution that increases your employees financial well-being. These communications increase account enrollment by offering it as a superior solution. ConnectYourCare will provide communication templates and can customize materials and/or provide new content as an additional service. Business Process Flows - ConnectYourCare will walk the employer through the process flows for the following: participant portal, health education tools, open enrollment, managing new hires and terminations, demographic data changes, contribution process, claims process, and payment card auto-substantiation capabilities. Technical Requirements - This step includes discussing the claims feed options and settings, as well as requirements for census, enrollment and payroll file feeds Configuration This stage focuses on configuring the ConnectYourCare systems to conform to the employer s specifications. Employer Set-Up in the ConnectYourCare System Based on the information gathered in the first two stages, the Implementation Manager will enter the employer s settings and preferences into the ConnectYourCare system. If portal customization is required, it will be addressed during this stage, including incorporating an employer s logo. Interface Development The ConnectYourCare team will also configure the system to accept the claims feed and reflect the payment options specified by the employer. This stage will also include any conversion feeds from prior administrators or additional customizations as needed. Testing The testing stage ensures a flawless launch. In the testing stage, every aspect of the employer s plan is tested, from census, enrollment and contribution testing, to optional scenario and ongoing test files. The claims feed system is tested, and there are multiple levels of sign off. ERIMPLG07232014dc 4
Launch During the launch stage, the employer holds open enrollment, and ConnectYourCare processes the data files. Then, the employer funds the accounts. Finally, the employees are able to access the online participant portal and receive payment cards in the mail. Employee Open Enrollment ConnectYourCare will provide 360 Connect employee communications templates, proven to drive enrollment, engagement and satisfaction. Issue Welcome Material and Payment Cards to Participants Payment Card Depending on plan design, participants will receive a payment card in the mail approximately 7-10 business days after employee enrollment is processed. The payment card includes instructions for employees to access new user information online, including: Using Your Payment Card - information on how the card works, where it can be used, how to check the card balance as well as Frequently Asked Questions. Online Account Access - education about the Paticipant Portal, including directions to log on for the first time, monitor funds, submit and manage claims, and access health information and education tools. Employee Service and Support Participants have access to their account balance and transaction histories 24/7 via the Participant Portal or through our toll-free Interactive Voice Response (IVR) System. Additionally, they can reach one of our experienced Client Services Representatives at your designated IVR number. Employer Service and Support Administrative users identified in the Group Set-up stage will have access to various administrative reports. These reports are available through the secure ConnectYourCare employee website using the same log-in information used for a personal account and going to the Employer Dashboard tab in the upper right hand corner of the screen. If you have any questions, our Employer Service Team is happy to help you via phone at 1-877-891-1022 or your account manager is always available to assist you. These reports can aid the employer in analyzing plan operations including: Participant Account Balance - Year to date elections, deposits and claims Claims Requiring Documentation Paid Claims End-of-Year Spending Account Statements ERIMPLG07232014dc 5
Post Implementation Review ConnectYourCare is committed to delivering excellence in account administration supporting each and every client in achieving long term goals. Consequently, the service does not end when the implementation is complete. We have developed a plan to ensure our performance is measured and evaluated, and that our support is ongoing. The post-implementation plans are as follows: Employer Reporting Metrics ConnectYourCare will gather data and metrics from the first 25 days of processing. We will then communicate the metrics to the employer, explaining performance against expected results and metric patterns. Lessons Learned Approximately 30 days after implementation, ConnectYourCare will contact the client to discuss the implementation process and receive feedback on areas that need improvement and those that exceeded expectations. Employer Implementation Survey In order to consistently measure and assess our performance, we will ask the employer to complete a questionnaire reviewing the implementation. Ongoing Account Relationship Client Planning Sessions Each year, the Account Executive will evaluate the employer s short and long-term strategy and adoption plan, and help guide the employer in reaching these goals. Ongoing Account Management The Account Manager and Account Executive will remain as the employer s dedicated support system. They are happy to help employers at any time during or after implementation. Loyalty Survey ConnectYourCare has implemented a sophisticated tool to survey employers and participants on their experience, opinions and interest in new products. ConnectYourCare uses the Net Promoter Score (NPS) as a measurement for the entire management team and customer-facing employees. Survey results are used to drive corporate initiatives. ERIMPLG07232014dc 6