HCA Vendor Partnership Conference Presented by: Xerox Tuesday, September 25, 2012.

HCA Vendor Partnership Conference

Presented by: Xerox

Tuesday, September 25, 2012

September 25, 2012

Agenda• 9:00 AM Opening Remarks - Sarah Shoiock

• Health and Group Benefits Team (H&GB)• 9:30 AM Vendor Team Introductions - Jennifer F. Johnson• Team Roles and Responsibilities

• Financial Control Group• Premium Reporting Team• Vendor Liaison• Vendor Operations Team

• 10:00 AM Vendor Eligibility Process - Gina Schobel • Overview• Non-Annual Enrollment Activities• Annual Enrollment Activities• AE 2013 Eligibility File Schedule

• 12:00 PM Break for Lunch

• 1:00 PM Vendor Reconciliation Process - Jennifer F. Johnson• Overview• Discrepancy Categories• Research• Final Steps

• 1:45 PM Premium Payment Process - Jennifer F. Johnson• Overview

• 2:30 PM Vendor Liaison Process - Jennifer F. Johnson• Overview• Verification of Coverage Process• Interface and Emergency Update Method

• 3:30 PM Closing Remarks - Jennifer F. Johnson • Xerox Contacts

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September 25, 2012

Opening Remarks - Who We Are

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With sales of $22 billion, we are the world’s largest enterprise for business process and document management

• Employees: 130,000 worldwide

• History: Founded in 1906 as The Haloid Company; named Xerox in 1958 and Xerox Corporation in 1961; acquired Affiliated Computer Services in 2010

• Headquarters: Norwalk, CT

• Chairman and CEO: Ursula M. Burns

In Fortune’s recent rankings of the world’s Most Admired Companies, Xerox was ranked No. 1 in the computer industry.

September 25, 2012

Opening Remarks - Human Resource Services Capabilities

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• Employee Service Center• Workforce Administration• Employee Data Management• Payroll • Garnishment• Global Mobility• Compensation• Talent Management • Relocation • Expat Administration• HR Analytics• HR Transformation

• Full scope of Benefits Administration:−H&W−DB−DC−Equity Incentive−Deferred Cash

• Customized benefits calculator

• Event / transaction processing• Regulatory/Plan compliance• Design and implementation of

employee communication programs

• Learning strategy, assessment, content design, development and management

• Instructor led, e-learning and virtual classroom

• Learning administration and delivery

• Forecasting, reporting, logistics, and learner care

• Translation services• Tuition management services

• Communication • Compensation• Health and Productivity• HR Technology and

Administration• Human Capital Management• HR Transformation• Change Management• Retirement

HR OutsourcingTotal Benefits Outsourcing Learning Services Consulting

• Employee, Manager and HR Self Service• ACS core technology for H&W, DB and DC• Flexible and highly configurable

• On-boarding• Learning Management

Integrated self service portal• Talent Management• Compensation Management• Advanced Analytics

Document Management

Global Service Centers

• Enterprise Document Management• Document Capture−Indexing−Storage / Retention / Retrieval−Redaction

• Document Supply Chain

• Communication Engineering• Language Translation• Workflow / Compliance• Multi-channel Communication

September 25, 2012

Opening Remarks

• Health and Group Benefits Team (H&GB)• Responsible for overall client delivery• H&GB eligibility calculation module ownership and maintenance responsibilities• Subject matter experts on business rules and requirements• Primary owners and points of contact for change work• Coordination across all Xerox teams that support HCA activities

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September 25, 2012

Team Roles and Responsibilities

• Financial Control Group (FCG)• Performs data audits and reconciliations to ensure integrity of information as it is

passed to external vendors• Acts as a third-party to confirm that ongoing processes are being completed timely

and accurately• Operates independently from service delivery teams

• Recommends process improvements that benefit all clients• Maintains direct contact with Implementation and Service Center team to resolve

discrepancies• Maintains direct contact with Vendors and Clients through periodic transmission of

files and audit results• Provides monthly reporting package through the portal

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September 25, 2012

Team Roles and Responsibilities

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• Premium Reporting Team• Ensures monthly premium reports are produced accurately and timely based on

applicable rates and account structure• Establishes and maintains payment instructions• Interacts with the Service Center to resolve vendor and/or Client inquiries• Processes monthly premium payment• Resolves billing related discrepancies and delivers exceptional service, coordination

and communication• Responsible for daily service delivery, service levels, and contractual performance

standards

September 25, 2012

Team Roles and Responsibilities

• Vendor Liaison • Responsible for daily service delivery, service levels, and contractual performance

standards• Lead client meetings and internal meetings to report on performance. External

meetings will include weekly, bi-monthly, or monthly meetings with the group, carriers, and internal carrier team to facilitate data and participant issues

• Researches eligibility issues and provides verification of coverage• Resolves and responds to all Health & Group Benefits Participant and Client

inquiries that cannot be resolved through the assistance of a Customer Service Representative

• Responds to Client and / or Vendors inquiries to obtain additional information, to resolve an issue, or as follow-up or closure

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September 25, 2012

Team Roles and Responsibilities

• Vendor Operations Team• Plans, manages and controls the day-to-day vendor file activities• Responsible for daily service delivery, service levels, and contractual performance

standards• Provides proactive contact on service delivery outages, discrepancies and problems• Resolves vendor related discrepancies and deliver exceptional service, coordination

and communication

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September 25, 2012

Vendor Eligibility Process - Overview

• Ongoing Responsibilities• Oversee the ongoing processing including QA of eligibility files, discrepancy reporting, escalations,

participant issue resolution, questions / issues related to files. Manage vendors from a file perspective ensuring files have been processed by vendor

• Manage annual enrollment process

• Ongoing and Annual Enrollment File Implementations and Change Work • Discovery / requirements• Create specifications• Build file - coding• Establish FTP connectivity - set up / test with Vendor• Develop / modify custom query (if required)• Generate file• Transmit file to Vendor• Xerox & Vendor full file testing• Xerox & Vendor term file testing (if required)• Vendor sign-off on file• Generate Production File • Transition Process

– Training development and delivery of new files and training on updates to existing files

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September 25, 2012

Vendor Eligibility Process - Non-Annual Enrollment Activities

• Production File Transmission Data

• Vendor Confirmation Loaded Files

• Vendor Follow Up

• Discrepancy Report Tracking

• Transmission Update

• Complete Research / Corrections From The Data Discrepancies

• Send Weekly Log to CSMs

• Client Reporting

• New File Implementations

• Business Requirement Definition (BRD) Enhancements

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September 25, 2012

Vendor Eligibility Process - Annual Enrollment Activities

• Vendor Discovery Conference Calls

• Confirmation Package

• BRD Enhancements

• New File Implementation

• Interface With Technology

• Testing With Vendors

• Dual Year Processing

• New Plan Year Vendor Eligibility File

• ID Cards

• Client Reporting

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September 25, 2012

AE 2013 Eligibility File Schedule

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Vendor Last Ongoing 2012 File 1st AE 2013 File 2nd AE 2013 File Expected ID Card Mailing DateAetna – Medical/Dental 12/26/2012 12/4/2012 - 12/5/2012 12/18/2012 - 12/19/2012 12/21/2012

Aetna – Medical 12/26/2012 12/4/2012 - 12/5/2012 12/18/2012 - 12/19/2012 12/21/2012

Altius 12/26/2012 12/4/2012 - 12/5/2012 12/18/2012 - 12/19/2012 12/11/2012

Aon Hewitt Consulting 12/10/2012 1/10/2013 Not Applicable Not Applicable

Benefits Recovery 10/01/2012 1/10/2013 Not Applicable Not Applicable

Blue Choice SC 12/26/2012 12/4/2012 - 12/5/2012 12/18/2012 - 12/19/2012 12/21/2012

Caremark12/26/2012 12/4/2012 - 12/5/2012 12/18/2012 - 12/19/2012

98% of them mailed out within five business days, following the eligibility load.  100% within 10 days.

CIGNA 12/26/2012 12/4/2012 - 12/5/2012 12/18/2012 - 12/19/2012 12/21/2012

Consult A Doctor12/26/2012 12/27/2012 Not Applicable

New hires submitted via the AE file on that date will be sent to the printing company on Wed. Jan. 2nd with delivery within 1.5-2 weeks after

Coventry 12/26/2012 12/4/2012 -12/5/2012 12/18/2012 - 12/19/2012 12/11/2012

Delta Dental – CA 12/26/2012 12/5/2012 – 12/6/2012 12/19/20/12 – 12/20/2012 10 - 15 business days after the annual enrollment file loads.

Delta Dental – TN 12/26/2012 12/5/2012 -12/6/2012 12/19/2012 - 12/20/2012 10 -15 business days after the annual enrollment file loads.

EyeMed 12/27/2012 12/6/2012 -12/7/2012 12/20/2012 - 12/21/2012 12/21/2012

Fidelity Lift 12/26/2012 12/5/2012 -12/6/2012 12/19/2012 - 12/20/2012 Not Applicable

Florida Blue (BCBS FL) 12/26/2012 12/4/2012 – 12/5/2012 12/18/2012 – 12/19/2012 7 business days of receipt of the annual enrollment file.

h2U 12/26/2012 12/6/2012 -12/7/2012 12/20/2012 - 12/21/2012 Not Applicable

Humana / CompBenefits 12/26/2012 12/4/2012 -12/5/2012 12/18/2012 - 12/19/2012 12/14/2012

Legal Access 12/27/2012 12/6/2012 -12/7/2012 12/20/2012 - 12/21/2012 1/1/2013

Marsh 12/27/2012 Not Applicable Not Applicable Not Applicable

Met Lift LTC 12/26/2012 Not Applicable Not Applicable Not Applicable

MetLife Dental 12/27/2012 12/6/2012 -12/7/2012 12/20/2012 - 12/21/2012 10 business days

New Directions 12/26/2012 12/5/2012 -12/6/2012 12/19/2012 - 12/20/2012 Not Applicable

PacifiCare/UHC New Vendor – Not Applicable 12/4/2012 – 12/5/2012 12/18/2012 – 12/19/2012 To be determined

Pet First 12/27/2012 12/6/2012 -12/7/2012 12/20/2012 - 12/21/2012 Not Applicable

Prudential Disability 1/2/2013 Not Applicable Not Applicable Not Applicable

Prudential EOI 12/26/2012 12/6/2012 -12/7/2012 12/20/2012 - 12/21/2012 Not Applicable

Prudential TERM 1/2/2013 Not Applicable Not Applicable Not Applicable

Rocky Mountain 12/26/2012 12/4/20/12 – 12/5/20/12 12/18/2012 – 12/19/2012 12/23/2012

Sedgwick 1/2/2013 12/6/2012 -12/7/2012 12/20/2012 - 12/21/2012 Not Applicable

Truven (Thomson Reuters) 12/10/2012 Not Applicable Not Applicable Not Applicable

UHC 12/26/2012 12/4/2012 – 12/5/2012 12/18/2012 – 12/19/2012 12/18/2012

Value Options 12/26/2012 12/5/2012 -12/6/2012 12/19/2012 - 12/20/2012 Not Applicable

VSP 12/27/2012 12/6/2012 -12/7/2012 12/20/2012 - 12/21/2012 Not Applicable

Wage Works (COBRA) 1/2/2013 Not Applicable Not Applicable Not Applicable

Wage Works (FSA) 12/27/2012 12/10/2012 To be determined To be determined

September 25, 2012

Vendor Reconciliation - Overview

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• Compares Full File from Xerox H&GB system to Full Back feed from each included Vendor

• Vendor Selection process for Reconciliation is based on participant counts for each vendor in relation to overall count

• Goal is to capture 100% of population for each major benefit• Medical• Dental• Vision • Prescription

• Completed at a minimum of two times a year

• Comparisons are done as of the same point in time (called the “snapshot date”) so all systems should reflect the same information

September 25, 2012

Vendor Reconciliation - Discrepancy Categories

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• On Xerox H&GB system file, but not on a Vendor file

• On a Vendor file, but not on the Xerox H&GB system file

• On both files, but with Data differences• SSN Differences• Participant count differences - where the number of persons covered is different

between the H&GB system and Vendor

September 25, 2012

Vendor Reconciliation - Research

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• Discrepancies are exported into an Excel workbook for research

• Reason codes are identified, and comments are noted for each discrepancy using a Comment Key

• Sample Comments• Termed / Deceased / Ineligible but incorrectly shown as eligible - Contacted

Vendor to Update / Updated H&GB System or contacted COBRA vendor to update

• Timing Issue - All systems have been reviewed and they are confirmed to contain accurate information. No additional action is required to resolve the discrepancy.

• Eligible participant not sent or incorrectly coded on Vendor Back feed. Contacted Vendor to correct for future reconciliations.

• Corrections are made to the Xerox H&GB system, and / or corrections are sent to the vendors for updates to be made to their systems

September 25, 2012

Vendor Reconciliation - Final Steps

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• FCG compiles results and internal meeting is held to discuss Reconciliation feedback

• Repeating issues are discussed and root cause analysis is pursued to ensure resolution of issues

• Final research results are summarized into a Client Package and is posted to Client Center for Client review

September 25, 2012

Premium Payment Process - Overview

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• Vendors are provided a roster that details premium amounts to be paid

• Billing discrepancies with the vendor are typically the result of timing issues related to eligibility status and changes with a members coverage election and/or coverage tier

• Xerox determines if an adjustment is required based on enrollment activity

• Retroactive adjustments are based on generic program logic with 60 day look back period

• Any adjustments (debits or credits) that impact the amount to be paid will be applied with the next premium payment

September 25, 2012

Vendor Liaison Process - Overview

• The Vendor Liaison (VL) plays a critical role in reviewing and resolving participant and carrier eligibility related issues.

• The VL facilitates issue resolution by providing information to all internal parties and acts as a liaison to third parties and customers on resolution status.

• The VL focuses on the resolution and closure of all customer service inquiries that require interaction between vendors, H&GB, and the client.

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September 25, 2012

Vendor Liaison - Verification of Coverage Process

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• Emergency Verification of Coverage (Addressed 1-24 hours)• Request by a participant to immediately update specified carrier systems with

correct enrollment information. Employee requires immediate services or life sustaining prescriptions unless otherwise contracted.

• Verification of Coverage (Addressed 48-72 hours)• A request by a participant to update the carrier with complete enrollment

information.

September 25, 2012

Vendor Liaison – Interface and Emergency Update Method

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Vendor File Frequency On-Going File Due Date

Emergency Updates (Website Access/

Email)

Aetna Weekly Tuesday E-mailBlueChoice SC Weekly Tuesday E-mailCaremark Weekly Tuesday WebsiteCIGNA Weekly Wednesday WebsiteCoventry Weekly Wednesday E-mailDelta Dental Weekly Wednesday WebsiteEyeMed Weekly Thursday WebsiteFlorida Blue (BCBS FL) Weekly Tuesday E-mail

HealthNet Weekly Tuesday E-mailHumana Weekly Tuesday E-mailMetLife Dental Weekly Thursday WebsiteNew Directions Weekly Tuesday E-mailRocky Mountain Weekly Wednesday WebsiteUHC Weekly Tuesday WebsiteValue Options Weekly Wednesday E-mailVSP Weekly Thursday Website

September 25, 2012

Xerox Contacts

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• Vendor Operations Team• Jennifer F. Johnson, VP of Leveraged Services [email protected] (856) 651-2223

• Gina Schobel, Service Delivery Manager [email protected] (862) 588-2195

• Annette Morales, Functional Analyst [email protected] (347) 275-2293

• Vendor Reconciliation• Milton Washington, Service Delivery Manager [email protected] (856) 651-2382

• Debbie McKelvey, Functional Analyst [email protected] (856) 651-2628

• Premium Payment Process• Donna Macri, Service Delivery Manager [email protected] (973) 837-3738

• Vendor Liaison• Kevin Harter, Service Delivery Manager [email protected] (502) 529-1664

• Carrie Jarret, Coordinator [email protected] (615) 953-5136

• Account Management Team• Sarah Shoiock, Service Delivery VP [email protected] (631) 813-3717• Colleen Ferderigos, H&GB Client Service Manager [email protected] (201) 440-8727

• Daniela Tumin, H&GB Client Service Manager [email protected] (973) 837-3325• Donna Toth, Call Center Site Director [email protected] (313) 673 -1806