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HFMA Hawai`i Annual Conference 8 Secrets To Implementation & Optimization of Price Transparency April HFMA Hawai`i Annual Conference 8 Secrets To Implementation & Optimization of Price Transparency April 10, 2015 Amanda Hayes, Regional Director Patient Access, Presence Health Katherine H. Murphy, FHAM, CHAM, VP Revenue Cycle Consulting, Experian Health HFM © 2014 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 Public.

TODAY’S LESSON • Transparency Overviews & Snafus • Best Practice • 8 Secrets Success TODAY’S LESSON • Transparency Overviews & Snafus • Best Practice • 8 Secrets Success Story for Implementing Automation • Industry Best Practice recommendations • Following the recommendation • Provider Journey • Provider – 8 Secret success story • Transparency’s Gone Wild! (Going the Extra Mile) • Technology • Final words 3/15/2018 3

1 What do Healthcare Provider & Consumers Want? 1 What do Healthcare Provider & Consumers Want?

TRANSPARENCY - DEFINED • Generally implies openness, communication, and accountability. Transparency is operating in TRANSPARENCY - DEFINED • Generally implies openness, communication, and accountability. Transparency is operating in such a way that it is easy for others to see what actions are performed. • “The perceived quality of intentionally shared information from a sender". • Infusion of greater disclosure, clarity, and accuracy into their communications with stakeholders 3/15/2018 5

THE PATIENT BALANCE DEATH SPIRAL PROJECTED $732 Breakdown of U. S. Healthcare Consumer Responsibility THE PATIENT BALANCE DEATH SPIRAL PROJECTED $732 Breakdown of U. S. Healthcare Consumer Responsibility U. S. $ billions, estimates $420* $515 $450 $265 -- CONSUMER TO PROVIDER -- $250 $200 -- CONSUMER TO PAYER -- $250 2007 2005 *Source: 2007 & 2009 Mc. Kinsey analysis 3/15/2018 -- CONSUMER TO PROVIDER -- 6 -- CONSUMER TO PAYER -- $312 2015

What Patients Got PROFOUND SHIFT IN PATIENT RESPONSIBILITY • • • 4 X increase What Patients Got PROFOUND SHIFT IN PATIENT RESPONSIBILITY • • • 4 X increase in High Deductible Plans (HDHP) 1 in 3 Employers enrolled in HDHP 15 X leap in HAS-HDHP enrollees $6, 000 Deductible in Blue Choice Bronze PPO plan 41% have Deductibles of at least $1, 000 21. 9 M enrolled in ACA Exchanges by 2017 with 7 M now enrolled But wait…a serious transparency disconnect? • Only 14% of people understand difference between Deductible, Co. Pay, Co-Insurance Maximum, Out-of-Pocket • Lack of Understanding of Medical/Insurance Industry language • Serious misunderstanding of OUR communication!

If only Price Transparency was as easy as this! 3/15/2018 8 If only Price Transparency was as easy as this! 3/15/2018 8

“I know everyone will be excited about new ways not to get paid” 3/15/2018 “I know everyone will be excited about new ways not to get paid” 3/15/2018 9

2 Why Is the Tranparency Quest Difficult? 2 Why Is the Tranparency Quest Difficult?

TODAY TRANSPARENCY ACROSS THE CONTINUUM! (NOT RELATED TO ANY ONE EPISODE) Old Paradigm . TODAY TRANSPARENCY ACROSS THE CONTINUUM! (NOT RELATED TO ANY ONE EPISODE) Old Paradigm . – episode of care New Paradigm – Pop Health Mgmt • Office Visit… • Connected to EMR’s/ACOs • Order, Schedule, testing… • Confirm appt / Pt Arrival/ Results • Admission/Reg… • Pre. Service Clearance prior • Discharge… • Phys office + specialists + Others • Billing…for svc you provided • Bill & estimate multi-providers • Payment • Bundled Payments • Bill me • Pay me 3/15/2018 11

YOUR PRICE IS A SECRET! TRENDING DISCUSSIONS IN HFMA’S REVENUE CYCLE FORUM 3/15/2018 12 YOUR PRICE IS A SECRET! TRENDING DISCUSSIONS IN HFMA’S REVENUE CYCLE FORUM 3/15/2018 12

FROM THE CMS WEBSITE 3/15/2018 13 FROM THE CMS WEBSITE 3/15/2018 13

WHY PATIENT BALANCE TRANSPARENCY IS IS TOPICAL FOR PROVIDERS! 1% Patient Collections is under-invested WHY PATIENT BALANCE TRANSPARENCY IS IS TOPICAL FOR PROVIDERS! 1% Patient Collections is under-invested 182% Increase in out of pocket expenditures $195 B Federal spending cuts in healthcare over next 10 years In spite of the growing patient collections challenges only 1% of CIO’s indicated that revenue activities were an area of investment in the 2010 -2012 HIMSS CIO Survey

WHY ESTIMATES HAVE TRANSPARENCY LIMITATIONS • The user selected the wrong procedure to estimate WHY ESTIMATES HAVE TRANSPARENCY LIMITATIONS • The user selected the wrong procedure to estimate • The wrong insurance code was selected and not fixed before the estimate was run. • A procedure was added on after the estimate • Not all of the same surgeries will be the same • Co-insurance-moving target • Dealing with the unknown • Co-morbidities…. . • Chargemaster updates not submitted • Contract updates not submitted • Benefits for a service may only be available by phone • There may be a bill(s) in transit affecting the deductible accumulator value GUESStim ate 3/15/2018 15

TACKLING PRICING TRANSPARENCY CAN BE A LOT LIKE SWIMMING WITH SHARKS! • • • TACKLING PRICING TRANSPARENCY CAN BE A LOT LIKE SWIMMING WITH SHARKS! • • • • CDM Historical Claims Data Complex Contract terms Manipulating pricing/co-morbidities Correct Insurance plan codes Rich Eligibility Data(Web, COB, HIX) Carve outs Ability to Pay OUCH! Propensity to pay Collection process Payment plan creation Portal payments + Prior Bal. Ability to explain calculations 3/15/2018 16

3 What Are We Tasked With? How Can We Accomplish This? 3 What Are We Tasked With? How Can We Accomplish This?

ENTERPRISE TRANSPARENCY: PROVISION OF CARE • “Provider organizations will have clear policies on how ENTERPRISE TRANSPARENCY: PROVISION OF CARE • “Provider organizations will have clear policies on how to interact with patients with prior balances choosing to have elective or non-elective procedures. They will also have clear definitions for elective and non-elective procedures. These policies will be made available to the public. “ • Brochures, Web site, all documents • Have defined processes for all patient types: EMR – OPT – INPT – Pre • Patients do not speak ABN, MSP, Generic/Other 3/15/2018 18

BEST PRACTICES FOR TRANSPARENCY • Automate Patient Share Responsibility / Estimate • When: Pre/Post BEST PRACTICES FOR TRANSPARENCY • Automate Patient Share Responsibility / Estimate • When: Pre/Post Service, Emtala, Walk-ins • Include Financial Screening (& payment plans) with Price Estimation ü * Use consumer data * Toll Free number / Business Cards * Ramp Up Functionality on Patient Portal 3/15/2018 19

WHO, WHERE, WHEN? HOW EASY IS THIS FOR YOU? • Prior Balance Discussion • WHO, WHERE, WHEN? HOW EASY IS THIS FOR YOU? • Prior Balance Discussion • Balances across their continuum of care • Payment plans pointed to successful collection • Appropriate Discussion Settings & Script • No Disruption in Workflow or Care • Standardized Price Transparency across the enterprise 3/15/2018 23

4 Communicate Expectations and Measure Results 4 Communicate Expectations and Measure Results

MEASUREMENT/COMMUNICATION • Disclaimers provide Consumers Ease in Access to needed or REQUIRED information about MEASUREMENT/COMMUNICATION • Disclaimers provide Consumers Ease in Access to needed or REQUIRED information about billing practices and their bills. • Have a Detailed, Superbly explicit, Patient Friendly Disclaimer – on web site, hard copy and posted. • Communication transparency & collection process with physicians & internal stakeholders • In and Out of Network affiliations & expectations • Estimates / Collections / accuracy • Access success – reduce cancellations, no-shows, and improve employee & patient satisfaction scores with Price Estimation! • 3/15/2018 25

POINT OF SERVICE BILL USED TO ENTER CHARGES/ORDERS TRANSPARENCY & TO COLLECT 1983 -1999 POINT OF SERVICE BILL USED TO ENTER CHARGES/ORDERS TRANSPARENCY & TO COLLECT 1983 -1999 3/15/2018 26

3/15/2018 27 3/15/2018 27

NEGOTIATION SKILL TRAINING! • Display Confidence! • Be sensitive to the situation (emotional intelligence) NEGOTIATION SKILL TRAINING! • Display Confidence! • Be sensitive to the situation (emotional intelligence) • Be aware of cultural differences • Be humane, respectful and honest • Determine what leverage is possible • Be realistic – able to understand application of your strategy and policy Hire with these traits in mind 3/15/2018 28

BE ABLE TO MEASURE SUCCESS The Almost Threshold And Failures BE ABLE TO MEASURE SUCCESS The Almost Threshold And Failures

GUESSTIMATRON NAVIGATION SYSTEMS 3/15/2018 30 GUESSTIMATRON NAVIGATION SYSTEMS 3/15/2018 30

5 Identifying key details Critical for Providers 5 Identifying key details Critical for Providers

TIME TO TACKLE THE GROWING CHALLENGE: BALANCE AFTER INSURANCE (BAI) • Newly insured will TIME TO TACKLE THE GROWING CHALLENGE: BALANCE AFTER INSURANCE (BAI) • Newly insured will have large deductibles that require collections • Patients pay twice as slowly as commercial payers • The shift requires new, cost-effective collection methodologies • Healthcare providers will see an increase in the cost to collect as collecting from patients is significantly more expensive than commercial collections or charity management programs

HEALTHCARE COLLECTION STATISTICS Average Recovery Rates • Hospitals – 15. 3 percent. (Source: ACA HEALTHCARE COLLECTION STATISTICS Average Recovery Rates • Hospitals – 15. 3 percent. (Source: ACA International’s Top Collection Markets Survey*, Jan. 1 – Dec. 31, 2013. ) • Non-hospitals – 21. 8 percent. (Source: ACA International’s Top Collection Markets Survey, Jan. 1 – Dec. 31, 2013. )

SOMETIMES TRANSPARENCY IS WELL… Opaque • • • Disclaimer verbiage Unanticipated services Other professionals SOMETIMES TRANSPARENCY IS WELL… Opaque • • • Disclaimer verbiage Unanticipated services Other professionals involved in the patient’s care Communicate typical variances up front Additional amount due vs. refund Language compliant? 3/15/2018 34

DRILLING DEEPER INTO PRICING & create Combined Provider Estimates Made possible with Automated Solutions DRILLING DEEPER INTO PRICING & create Combined Provider Estimates Made possible with Automated Solutions • • • 3/15/2018 Use Historical Claims Data Use Dx Codes and expected LOS Use CPT & ICD codes Cross walk CPT to ICD Combine Hospital & Physician liabilities Consider specific physician and location Establish custom pricing – patient specific Adjust quantity for specific line items Access readiness for ICD 10 in automated tools 35

The Necessary Designer Accessories 6 The Necessary Designer Accessories 6

COB SMART – WOW! 3/15/2018 37 COB SMART – WOW! 3/15/2018 37

EXPLANATION OF CONTRACT TERM SHOULD BE AVAILABLE FOR ANALYSIS EXPLANATION OF CONTRACT TERM SHOULD BE AVAILABLE FOR ANALYSIS

I’ll splaine our silver burger plan 3/15/2018 39 I’ll splaine our silver burger plan 3/15/2018 39

Lessons learned 7 Lessons learned 7

WHY ARE SOME IMPLEMENTATIONS EASY? • Project champions • Involve the right people (listening WHY ARE SOME IMPLEMENTATIONS EASY? • Project champions • Involve the right people (listening to the users) • Support from executive level • Appropriate Physical Space • Collection and negotiation training Easy Street Journal • Policies & Processes to back you up • Vanilla, strawberry then chocolate Vanilla • The wheel is already invented – try it first 3/15/2018 41

MEDICARE ESTIMATES = INTERESTING SCIENCE • What is the value of informing Medicare Patients MEDICARE ESTIMATES = INTERESTING SCIENCE • What is the value of informing Medicare Patients of what they own pre-service? Lab: • Service indicated upon point of entry may not be what is performed • Most have a supplement or Medicaid and if they don’t they likely qualify for some financial assistance. • Determine the value of the investment on both sides of the coin – vendor and provider/patient • • Confusion about what they owe in general: Part D donuts Medical Necessity ABNs (routinely overturned) 3/15/2018 42

Tales from the Front Blasting on the faucet: ØRunning estimates on every patient – Tales from the Front Blasting on the faucet: ØRunning estimates on every patient – Medicaid, w/c, sexual assaults, Medicare labs, reference labs, prisoners, victims of crime. (Getting users used to estimates!) ØRunning estimates standalone when Doctor’s office scheduled patient & before EV, preregistration ØImmediate success attained when you limit services for estimation and collection 3/15/2018 43

TALES FROM THE FRONT • Even 5010 Payer data needs massaging message segments and TALES FROM THE FRONT • Even 5010 Payer data needs massaging message segments and notes fields are where the payers have a free for all with the rules (like nailing jell-o to a wall) • Historical data from 837 files – powerful tool • Which staff members should be using a highly complex tool like an estimator? It is not just plug & play. There is intuitiveness, industry savviness and revenue Cycle training required to operate this machinery safely. 44

BE USER FRIENDLY! CRAWL BEFORE YOU WALK! CDM Desc Or Easy Search Desc? Balance BE USER FRIENDLY! CRAWL BEFORE YOU WALK! CDM Desc Or Easy Search Desc? Balance sophistication of the user with organizational goals 45

WHAT YOU NEED TO DO • Standardize management of processes • Be visible/accessible to WHAT YOU NEED TO DO • Standardize management of processes • Be visible/accessible to the users (change management) • Solicit user feedback • Measure things that need to be measured • Increase accuracy • Communicate product improvement needs • Controlled process for real-time feedback 3/15/2018 46

Ongoing development, Vision, Partnership Transparency Gone Wild 8 Ongoing development, Vision, Partnership Transparency Gone Wild 8

KEEP IT SIMPLE Abc 123 KEEP IT SIMPLE Abc 123

AND EXPLAIN IT IN PATIENT TERMS AND EXPLAIN IT IN PATIENT TERMS

INCORPORATE DISCOUNT PROGRAMS & FINANCIAL SCREENING MEETING THE CHALLENGE: ABILITY TO PAY • Charity INCORPORATE DISCOUNT PROGRAMS & FINANCIAL SCREENING MEETING THE CHALLENGE: ABILITY TO PAY • Charity mission / tax-exempt status IRS Form 990 H • ACA Section 9007 / IRC 501 (r) Identify charity at POS, match insurance charges, community needs assessment /#ixzz 22 ED 8 UUX 4 • Aggressive collections HFMA: Compassion, respect, effectiveness • Price transparency • Rising bad debt Survey: 23% of hospitals reported bad debt of 5. 1 – 10% in 2010 5. 9 – average 2014

ABILITY TO PAY: MEETING THE CHALLENGE How Leverage consumer data and financial insight on ABILITY TO PAY: MEETING THE CHALLENGE How Leverage consumer data and financial insight on consumers to help determine the optimal payment plan for patient situation and Presence Health’s guidelines. Why is it important? § Understand what and when to collect and when a payment plan is advised. I expect the need for payment plans to grow due to high deductibles and meeting our mission and following legislative requirements. Why risk a default? What is the value of this process? • Increases staff confidence with pre & point-of-service collection • Promotes increased patient satisfaction by ensuring payment plan amounts are in-line with patient’s financial situation and policy • Reduces the payment default rate •

Pushing the Right Buttons at the right time! HAVE YOU DONE AN ESTIMATE LATELY? Pushing the Right Buttons at the right time! HAVE YOU DONE AN ESTIMATE LATELY? Have you FACE TO FACE asked a SICK PERSON FOR MONEY LATELY? 3/15/2018 52

AMANDA’S 8 SECRETS AMANDA’S 8 SECRETS

TODAY’S DISCUSSION • Leveraging Relationships • About Presence Health • Implementation and Success Story TODAY’S DISCUSSION • Leveraging Relationships • About Presence Health • Implementation and Success Story of a Patient Liability Estimator • 8 Key steps • Successes • Future Vision K A

EVOLVING PARTNERSHIPS Amanda N Hayes, Regional Director Patient Access Katherine H. Murphy, FHAM, CHAM, EVOLVING PARTNERSHIPS Amanda N Hayes, Regional Director Patient Access Katherine H. Murphy, FHAM, CHAM, VP Revenue Cycle Consulting

ABOUT PRESENCE HEALTH • Largest Catholic healthcare system in Illinois • Provena Health (now ABOUT PRESENCE HEALTH • Largest Catholic healthcare system in Illinois • Provena Health (now Presence Health) - Early adopter of Patient Payment Estimator – 2007 • Centralized back end business operations 2008 and front end 2009 • 2011 Merger: Provena Health + Resurrection Health Care • 11 hospital System in Illinois (not for profit) - Approximately 3, 100 beds • 1, 594, 479 outpatient visits in 2013

This is our story… Confidence + Commitment + Continuing Excellence This is our story… Confidence + Commitment + Continuing Excellence

1 Leveraging a strong vendor relationship 1 Leveraging a strong vendor relationship

HEALTHCARE 2006, 2007, 2008, 2009, 2010, 11, 16… 12, 13 , , 14, 15 HEALTHCARE 2006, 2007, 2008, 2009, 2010, 11, 16… 12, 13 , , 14, 15

IDENTIFYING NEED • Grouped and bundled procedures • Outdated, manual, unfriendly processes • Applying IDENTIFYING NEED • Grouped and bundled procedures • Outdated, manual, unfriendly processes • Applying the right benefit category and contractual adjustment • Complex legislation and discounts • Determining ability to pay • Consistent Practices

VENDOR SELECTION End to end Integration across multiple automated solutions Ease for end user VENDOR SELECTION End to end Integration across multiple automated solutions Ease for end user Voice of the Customer All inclusive products Confidence vendor Vendor

AUTOMATION HISTORICAL SNAPSHOT • Early Adopter • Immediate Results (well almost) 80% in increase AUTOMATION HISTORICAL SNAPSHOT • Early Adopter • Immediate Results (well almost) 80% in increase in first year! • POS 2008: $338, 620 average per month • POS 2009: $607, 691 average per month • Staff gained confidence • Vendor gained insight • Product improvements and enhancement

WHO OWNS THE ROI? Us! • Vendor provides guidance • Consider existing unique issues: WHO OWNS THE ROI? Us! • Vendor provides guidance • Consider existing unique issues: staff collection savviness, community employment situations, etc. • Payer mix: 50% MCR, 15% MCD, 8% SP, 22% Commercial • Accuracy COMES FIRST! (Subject to wrong code, no coverage, wrong address) • Volume x cost of business re-work + payment reduction or denials. • We realized only we fully understood the details of the policies, politics and current patient payment expectations that can affect the process.

2 Establishing support at all levels 2 Establishing support at all levels

LET’S GET THE SHOW ON THE ROAD! Executive Support Human Resources ● Critical investment LET’S GET THE SHOW ON THE ROAD! Executive Support Human Resources ● Critical investment in ● Job Descriptions the tool and the return ● Supporting staffing on investment transitions ● Communication with Mission Operations and. Crucial conversations ● Culture and stakeholders● No mission, no margin Clinicians ● Importance of POS ● Sensitivity ● Reality Check ● Unique patient ● Education communities ● Continuing Access Staff Access Management Involvement ● Training and tools ● Daily monitoring ● Recognition for ● Evaluation of tools to engagement aid performance ● Incentives for ● Support and evaluation Performance of staff

3 Visioning and Goal Setting 3 Visioning and Goal Setting

WE TAKE CASH, CHECK, CREDIT CARD, MONEY ORDERS, GOLD TEETH! High importance in keeping WE TAKE CASH, CHECK, CREDIT CARD, MONEY ORDERS, GOLD TEETH! High importance in keeping with our mission to avoid this:

ROLLING ALONG ▪ Setting a defined time frame: 2 -4 weeks ▪ Process owners ROLLING ALONG ▪ Setting a defined time frame: 2 -4 weeks ▪ Process owners and key stakeholders to visit all main sites ▪ System Access Director – provided context and mission imperatives ▪ Vendor Revenue Cycle Analyst – provided technical training ▪ Shared user experiences from other clients ▪ Gauge and assess user responses – learn the gaps! ▪ Answer questions timely and share answers ▪ Created bond with providers and vendor = The combined stakeholders! ▪ Daily Check In a Must

4 Focusing deployment to key areas 4 Focusing deployment to key areas

PICK YOUR SPOTS! • Self-pay patients who can’t pay • Deductibles / co-pays • PICK YOUR SPOTS! • Self-pay patients who can’t pay • Deductibles / co-pays • High dollar scheduled services • High dollar deductibles • Define expected deposit amounts ongoing

ASSESSING THE VALUE OF WHAT IS DESIRED ▪ Medicare? ▪ Medicaid? ▪ ER? ▪ ASSESSING THE VALUE OF WHAT IS DESIRED ▪ Medicare? ▪ Medicaid? ▪ ER? ▪ Secondary Insurance? ▪ Scheduled appointments and surgeries ▪ Walk-ins ▪ Co-Pays and Deductibles ▪ Co-Insurance what’s that! ▪ Prior balances ▪ Past Due Debts

5 Deploying Project Champions 5 Deploying Project Champions

BRING ON THE S. W. A. T TEAM • Engaged professionals • Team work BRING ON THE S. W. A. T TEAM • Engaged professionals • Team work critical • Identify our champions for change • Update policies and procedures • Goal setting and daily metrics • Address outdated competencies • Revise job descriptions

EDUCATION AND ROLES • Patient does not understand his/her financial responsibilities • “I left EDUCATION AND ROLES • Patient does not understand his/her financial responsibilities • “I left my wallet in the car” • Patient states – “I just paid the doctor (or Hospital) and can’t pay you. ” • Patient states – “I cannot afford to pay” • Patient argues that the doctor said he/she would not have to pay • “I never had to pay before” • “They told me not to bring anything valuable to the hospital”

6 Communication Loop and Feedback 6 Communication Loop and Feedback

REPORTING THE SUCCESS • First things first: $ how much • Reports by user, REPORTING THE SUCCESS • First things first: $ how much • Reports by user, site, hospital location, department location • Estimates by payer and patient type

IT'S NOT A MAGIC POTION, BUT. . . • You can collect without it. IT'S NOT A MAGIC POTION, BUT. . . • You can collect without it. But it cannot match the results with automation! • Supplement to good practices • Empowered to next level • Boosts employee engagement • Confidence in providing 24 x 7 transparency • Solicit feedback for improvement • Be prepared to raise expectations at a new adjusted pace

7 The importance of incentives 7 The importance of incentives

BRING ON THE BLING! • Traveling trophy, tiaras, scepters • Solid gold performance • BRING ON THE BLING! • Traveling trophy, tiaras, scepters • Solid gold performance • Post daily metrics • Recognize high collections • Incentive to staff and peers • Leader and site competitions Winner

8 Ongoing development, maintenance, education, vision 8 Ongoing development, maintenance, education, vision

YOU CAN NEVER WALK AWAY FROM IT • Ongoing product enhancements • Monthly Check-ins YOU CAN NEVER WALK AWAY FROM IT • Ongoing product enhancements • Monthly Check-ins • Manage for Daily Improvements • Public perception changes • Recognize high collections • Continuously assessing for new opportunities and growth • Yearly education for existing staff

CURRENT STATE RESULTS • 2008 – $330, 000 per month system wide • 2009 CURRENT STATE RESULTS • 2008 – $330, 000 per month system wide • 2009 – averaging $610, 000 per month • 2014 – over $1, 000 per month • 27. 3% of self pay cash collected at POS • Consistent success! While meeting our mission.

FUTURE VISION • Touchless processing of estimates • Displaying the estimate calculation • Opportunities FUTURE VISION • Touchless processing of estimates • Displaying the estimate calculation • Opportunities to move transparency back farther in the patient experience (physician office) • Estimate Reconciliation: - Reconciling what was estimated with actual - Corresponding Analytics Tools - Improve processes, provide additional training • Deploy a new user friendly estimate PDF format • Considering self service estimates via patient portal” Thank you!

Pricing Transparency ‘s Gone Wild! 3/15/2018 85 Pricing Transparency ‘s Gone Wild! 3/15/2018 85

DO-IT-YOURSELF ACCEPTED & PREFERRED SELF-SERVICE IS A TRANSPARENCY HIGH BAR, ASSUMES CLARITY + CONVENIENCE DO-IT-YOURSELF ACCEPTED & PREFERRED SELF-SERVICE IS A TRANSPARENCY HIGH BAR, ASSUMES CLARITY + CONVENIENCE CONSUMER ENGAGEMENT IS KEY! 43% of people prefer to use an online healthcare shopping website Source: HRI consumer survey, December 2013 An Example of a Seamless End to End Healthcare Encounter 1 Research symptoms 2 Find the right provider 3 Get an estimate 4 Schedule an appointment 5 Receive care 6 Manage Accounts & Pay for Services 7 Conduct follow-up and obtain feedback Consumers expect TRANSPARENCY opportunities to provide clarity, functionality & connectivity to create a seamless healthcare encounter

ACCESSING INFORMATION SAVED $100. 00! KATHERINE SAVED $100 ON THE SPOT! ACCESSING INFORMATION SAVED $100. 00! KATHERINE SAVED $100 ON THE SPOT!

HOW DO YOU MAKE SUCCESS POSSIBLE? Benefit data Contract Data Accurate Data & Denial HOW DO YOU MAKE SUCCESS POSSIBLE? Benefit data Contract Data Accurate Data & Denial Prevention 3/15/2018 Automated Payment Estimation Financial Triage & PIV Cashiering Tools S & ills Sk t n atie tion + P c fa E atis C G AN H 88

WITHOUT A HEART IT’S JUST PRICE TRANSPARENCY Healthcare: Ultimately we will always believe it’s WITHOUT A HEART IT’S JUST PRICE TRANSPARENCY Healthcare: Ultimately we will always believe it’s all about the business of caring… Amanda & Katherine

Congratulations Hawaii HFMA on another successful Conference THANK YOU! Amanda Hayes, Regional Director Patient Congratulations Hawaii HFMA on another successful Conference THANK YOU! Amanda Hayes, Regional Director Patient Access, Presence Health Katherine H. Murphy, FHAM, CHAM, VP Revenue Cycle Consulting, Passport/Experian Health