© 2009 Vangent Proprietary

Member Interaction Member Interaction ManagementManagement

Contact Center SolutionsContact Center Solutionsfor Health Plansfor Health Plans

© 2009 Vangent Proprietary

2

Vangent at a Glance

• More than 7,000 employees

• Headquartered in Arlington, VA

• Design, build, and operate mission‐critical systems and processes 

• CMMI level 3 and ISO 9001.1/2000

• #5 on Washington Technology’s list of companies in the IT services industry

• #15 on the Federal Times list of top 100 professional services contractors

© 2009 Vangent Proprietary

3

Vision/Mission

• Vision: To be the innovative leader in high‐impact information management and strategic business process outsourcing

• Mission:We design, build, and operate mission‐driven solutions to ensure our customers’ success by combining the right people, technology, and knowledge

People, Processes, Technology

© 2009 Vangent Proprietary

informis™ – Complete MemberInteraction Management

We help health plans lower their member acquisition costs 

and increase revenue.

© 2009 Vangent Proprietary

Vangent Solution Suite

• Comprehensive Solutions for Member Interaction Management– Complete Contact Center Outsourcing

• Inbound/Outbound

• Licensed and Non‐licensed Agents

• Scripting, Contact Management

• Electronic Enrollment Forms

• Seminar and Agent Scheduling

• Integration with CRM Systems

• Reporting Analytics

– informisRecruit – Agent hiring and assessments

– Print and Fulfillment

© 2009 Vangent Proprietary

Multi‐channel Enrollment Process

© 2009 Vangent Proprietary

Phone ChannelPhone ChannelPhone Channel

• Inbound inquiries to enrollments– Licensed– Non‐licensed

• Field agent “enrollment hot‐line”• Outbound follow‐up

– Information kits– BRCs– Appointments– Permission‐based

• Appointment scheduling– Agent visits– Seminar/Event– Scope Of Appointment (SOA)

© 2009 Vangent Proprietary

informis™ Contact Management

• CSR and Licensed Agent Tool for Optimized Enrollment

• Plan Compare• Enrollment Forms• Appointment 

Scheduling• Data Transmission

– Create PDF of Form– Track confirmation #– Process data file

• Robust Reporting

© 2009 Vangent Proprietary

informisRecruit™ – Recruitment and Training Solution

• Source and on‐board high quality licensed agents and CSRs

• Robust, health plan‐focused automated talent acquisition tool

• Pre‐employment assessments mitigate risk of incurring CMS penalties from hiring noncompliant agents– Web‐based

– Easy to administer and score

• Improve compliance, competency, sales and service

© 2009 Vangent Proprietary

informisLearn™ ‐ Compliant, Agent Training

• High impact, immersive and advanced learning strategies

• Blended learning includes:– Self‐paced e‐learning– Classroom activities– On‐job practice

• Curriculum includes– Consultative selling– Customer service– Overcoming obstacles– Plan‐specific– Medicare – HIPAA and MIPPA

© 2009 Vangent Proprietary

Contact Us

• Learn more about Vangent’s comprehensive enrollment and retention solutions for health plans

• Contact: BG Jones– Director, Business Development

– E‐mail: bg.jones@vangent.com

– Phone: 703‐292‐3251

We help health plans lower their memberacquisition costs and increase revenue.