24/7 NurseLine & Future Moms Program Overview September 29, 2010 11 am Central/ 12 pm Eastern Today’s webinar . We will provide in depth overviews of two 360° Health® Programs- 24/7 NurseLine and Future Moms with the main objective being to provide you with the tools to increase employee awareness of the programs available and thus increase program engagement. The call will last approximately 45 minutes. All lines will be muted but through the live meeting software you will be able to ask questions and we will pause to repeat and answer them. Our main presenter today is Lance Geiger 2 Agenda Goal: Learn about 24/7 NurseLine and Future Moms including how to promote the programs in the workplace. Frequently Asked Questions: .24/7 NurseLine and Future Moms are included in your Anthem benefit offering at no additional cost. .Promotional resources like posters, fliers, and promotional email templates are available at: group.anthem.com/360health .State specific phone numbers for the programs are printed on the materials available through the above referenced website. 3 Better Health = Comprehensive Wellness Benefits Financial Advantage – Fully Insured Core Programs Also Available Care Management • ConditionCare: Support • 24/7 NurseLine • ConditionCare: Kidney • Future Moms • MyHealth Coach • ComplexCare • Healthy Lifestyles • ConditionCare • Worksite Wellness • MyHealth Advantage • EAP Online Tools and Resources • Pharmacy Benefit Management • MyHealth@Anthem • Staying Healthy Reminders • MyHealth Assessment • MyHealth Record • Condition Centers • Online Community • Specialoffers@Anthem • AudioHealth Library • Time Well Spent 4 State Specific Phone Numbers Each state has one program phone number for all 360° Health programs. That means can employees can access all the programs by calling one central phone number. Indiana 1-888-279-5449 Ohio 1-888-249-3820 Kentucky 1-888-279-5378 Wisconsin 1-866-647-6120 Missouri 1-866-647-6117 These phone numbers are on the promotional materials available on group.anthem.com/360health 5 24/7 NurseLine: Program Overview Our 24/7 NurseLine provides access to a registered nurse over the phone 24/7, anytime, anywhere for assistance or just to hear a reassuring voice. Helps members understand their symptoms . Increases understanding of medical condition or prescribed course of treatment . Helps ensure members access the right care in the right setting 6 24/7 NurseLine: Goals 24/7 NurseLine seeks to: . Promote self care via immediate access to health information and education . Promote care and treatment by network providers . Provide immediate information on symptoms appropriately . Help lower health care costs by providing callers with medical information to assist them in deciding which level of care to seek . Provide seamless integration with our other care management programs . Help increase participant satisfaction with their health care plan 7 24/7 NurseLine: Key Features The 24/7 NurseLine program features include: . A skilled clinical team - RN license (BSN preferred) . Bilingual RNs, language line, and hearing impaired services . Immediate physician support, as needed . Personal Health Counseling . Comprehensive Audio Health Library . Program promotional pieces available . Quality assurance . Clinical record reviews . Satisfaction surveys 8 24/7 NurseLine: Benefits Both members and employers benefit from 24/7 NurseLine: Members . Credible information that’s free, 24/7, 365 days a year . Saves time . Proactive call backs . Health benefits integration Employers . Cost Avoidance . Appropriate use of services . Employee satisfaction with health benefits 9 24/7 NurseLine: Advantages & Differentiators We started with NurseLine 20 years ago: . Not affiliated with a hospital . Objective resource whom they can trust . Timely information independent from any particular institution . All RNs . Personal return calls . Access to integrated system platform . Virtual environment – disaster resistant . Experienced staff – physician support . Medical Director is assigned to each call center . Extensive knowledgebase – more than 5,000 topics . 24/7 access incorporates AudioHealth Library’s extensive resources 10 24/7 NurseLine: Advice & Information Program 24/7 NurseLine advice and information is based on: . Identifying the appropriate level of care . Acute/emergent procedures . HealthWise Knowledgebase . 125 complex medical problems . 135 symptom assessments . 500 health topics . 600 medical tests and procedures . 5,000 self-help support groups . 120 CancerNet topics . 5,000 drug treatments 11 24/7 NurseLine: Call Statistics In 2009, the top five most frequent reasons for calls to the nurse line were: 22% 9% Pediatrics Digestive 5% 6% Dermatology Cardiovascular 9% Bone, Muscle or Joint 12 24/7 NurseLine: 360° Health Integration 24/7 NurseLine seamlessly integrates communication and coordination with other 360º Health programs via: . Responding nurse may direct the caller to the primary physician . ConditionCare primary nurse manager is automatically notified if a program participant calls 24/7 NurseLine and may initiate a follow-up phone call to the member . Program and resource referrals for ongoing assistance . Automatic tracking process 13 24/7 NurseLine: Staffing Experienced nurses are trained to address common health care concerns such as medical information, education, access to health care, diet, social/family dynamics and mental health issues. 134 Registered Nurses; 20 Master’s prepared . All calls are answered by a Registered Nurse . Average nursing experience is over 19 years . Wide variety of specialty areas . Intensive, ongoing training . Quality assurance – management oversight and review 14 24/7 NurseLine: Member Outreach and Engagement We see a higher participation rate with clients who incorporate more program promotion. On average, 2-4% of members will call the NurseLine in a given year . Spanish speaking nurses available . Network Services Language line available . Satisfaction Survey cover letter . Branded promotional materials available 15 24/7 NurseLine Satisfaction Surveys 90% felt more positive about their 100 health plan due to the availability of Nurse 90 Advice Line 80 % 94% were 70 comfortable speaking to a nurse by phone 60 50 92% followed the nurses Felt more positive about Were comfortable Followed the nurses recommendation their health plan due to speaking to a nurse recommendation the availability of 24/7 by phone NurseLine **Based on 2007 responses for all business 21,411 Surveys 16 The Case for 24/7 NurseLine (cont’d.) NurseLine provides members with access to health information at the right time, helping to avoid potentially unnecessary medical costs. • Members who use the NurseLine are 50% less likely to go to the emergency room for non-emergency cases.* *Membership has not been normalized for possible differences in demographics, geography or benefit design. 17 24/7 NurseLine: Member Satisfaction Verbatim Comments . I called the 24/7 NurseLine to ask about my 6 year old's fever and rash. She suggested I take him to his doctor (which I did) and she asked if she could call me back in a couple days to check on my son, which she did. I really appreciated the call back! . I think this is a great program. I had burned myself in the corner of my eye. It saved me time from going to the ER or the walk in clinic. Keep the program. It is a form of emotional peace and security to know we have someone to call and to talk to right away. We have a high deductible so all medical visits are thought through and it is also not easy to get in to a provider right away. It was fantastic. The nurse was patient and took plenty of time to make sure that she understood exactly what my condition was. She gave me good advice and made me feel much better. Without the hotline, I wouldn't have gone to see a doctor, and I would have been worried about my condition through that night. I really appreciated her guidance. If nothing else, it gave me peace of mind. I typically just go to Web MD when I have a medical concern, but the diagnoses there are usually quite grave and do not ask nearly as detailed questions as the nurse did. I was so happy to be able to speak to a live person who took the time to truly understand my condition and was able to help me determine the best next step to take. I was impressed by the professional service I received. It was helpful to speak with a nurse on a weekend when I was traveling away from home. 18 24/7 NurseLine: Reporting Metrics 24/7 NurseLine reports are provided quarterly and include the following data*: . Total number of contacts . Total contact reasons . Unique member contacts . Number of calls requiring clinical evaluation . Most frequent nurse recommendation . Contact category distribution: administrative, clinical evaluation, or other . Top 5 symptoms . Caller precall intent & nurse recommendation: call 911, seek emergency care, seek urgent care, unsure, call healthcare professional, seek healthcare professional, self care *Availability varies based on size, please see Anthem representative for more details 19 Future Moms: Program Overview Future Moms provides individualized support to expectant moms to help achieve healthier pregnancies and deliveries. Follows progress from the first trimester through delivery and newborn care . Offers early-risk assessment along with both standard support and high-risk management . Obstetrical nursing support for both high-risk and non-high-risk expectant mothers . Post-delivery follow-up, including postpartum depression