Self-Pay Early Out CollectionsOutsourcing Accounts Receivable (EBO)

Proprietary and ConfidentialThis information is not to be copied or otherwise utilized without the written consent of UCB, Inc.June 16, 2011

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UCB Overview

UCB founded in 1959 - Toledo, Ohio

Over 900 associates in 6 call centers

Over 50 years serving Healthcare clientele

Privately held corporation

Active participants & supporters of:

Breakthrough Strategies

UCB, Inc.

Leading Revenue Cycle Solutions

Ser

vice

s

Revenue Cycle Leading Practice Solutions

Eligibility Assistance

Early Out Outsourcing

Denials Follow Up

Call Center Outsourcing

Self Pay Scoring and Modeling

Bad Debt

Revenue Cycle SolutionsBreakthrough Strategies

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Our PrinciplesBreakthrough Strategies

Accountability

Reliability

Compassion

Innovative

Inspired Learning

Loyalty

We are accountable for everything we do

We follow through on promises

We have compassion for the patients we interact with

We are committed to our clients and the patients they serve

We pursue continuous improvement

We invest in our people, our most important asset

Our ApproachAbove and Beyond the Call

Teamwork

Passion

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Achievement

Committed #1 Performer

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Long Term PartnershipsBreakthrough Strategies

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Client CommentsAbove and Beyond the Call

“UCB has been a great partner and a “true” leader in the industry in several areas of support in Cleveland Clinics Revenue Cycle Management.  Their professionalism and timely actions to sustain our demanding environment has been impeccable.“ Mr. Lyman Sornberger

Executive Director of Patient Financial ServicesCleveland Clinic

“I was one of UCB's first Michigan clients over 15 years ago so when I came to Maryland I didn't hesitate to partner with them again.” Ms. Judy Selvage

Corporate Director Patient Financial Services Dimensions Health

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Self-Pay Program OverviewBreakthrough Strategies

Experience

Team

Adaptibility

Process

Providing self-pay early out programs since 1994

100% dedicated team assigned to University of New Mexico Hospitals – English/Spanish communication

Customized approach - knowledgeable of Siemens Invision, IDX, and Mosaiq platforms

Intelligent systems produce leading practice results

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Collection Strategy

Assignment of Inventory

Dialer and messaging utilized for maximum result

Patient Friendly Written Communications

Highest quality full color letters elicit best response

Patient Contact

Account Representatives seek resolution in a courteous and professional manner

Final Pre-Collect Contact

Final notice sent from UCB/MQC Collections, a third party collection agency Does not impact patient’s credit

Breakthrough Strategies

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Intelligent Self-Pay SegmentationBreakthrough Strategies

Confidential

iSolutions IQ PlatformiSolutions IQ Platform

Patient data delivered in batch, or real time

Segmentation analysis performed utilizing a four step validation process

Household income and dependant estimation evaluated for charity determination

Accounts are prioritized by charity designation and propensity of payment catagories

Automatically calculates sliding scale and financial assistance discounts

Patient data delivered in batch, or real time

Segmentation analysis performed utilizing a four step validation process

Household income and dependant estimation evaluated for charity determination

Accounts are prioritized by charity designation and propensity of payment catagories

Automatically calculates sliding scale and financial assistance discounts

OrIntegration Real Time HL7

Batch Placement Secure FTP

iSolutions IQInformatics

Platform

CreditReport

Zip+4Census

Demographics15 Million Accounts

Patient Accounting System

Med. AbilityPropensity

High AbilityPropensity

Charity Validation

Unlikely AbilityPropensity

Low AbilityPropensity

Needs More Data

Analysis

Income Estimator

Estimate Dependants

Maximum PaymentEstimate

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Analytics Driven WorkflowsBreakthrough Strategies

Qualify & Process

Maximum Resources

Modified Work Flow

Accelerate to Bad debt

Skip Trace & Process

Confidential

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Results By SegmentBreakthrough Strategies

Confidential

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Quality Monitoring & Recording

Total quality with every patient contact

On-going auditing

Quality control checks

Analysis of inbound service levels

Internal compliance control audits

Telephone monitoring & recording

Complaint tracking & resolution

Breakthrough Strategies

iSolutionsAnalysis

BAI % Collected% Total of PPI Assigned

Status $ Assigned % of Total # Assigned % of Total $ Collected Collected $CHARITY 368,615$ 39.6% 2064 32.6% 1,751$ 1.0% 0.5%BD 113,503$ 12.2% 717 11.3% 2,244$ 1.3% 2.0%HIGH 179,418$ 19.3% 1381 21.8% 96,779$ 55.0% 53.9%LOW 14,617$ 1.6% 117 1.8% 1,686$ 1.0% 11.5%MEDIUM 48,267$ 5.2% 419 6.6% 12,915$ 7.3% 26.8%NO VALUE 205,720$ 22.1% 1634 25.8% 60,550$ 34.4% 29.4%TOTAL 930,140$ 100.0% 6332 100.0% 175,925$ 100.0% 18.9%

SPStatusCHARITY 1,250,818$ 47.3% 2127 40.9% 577$ 0.4% 0.0%BD 463,993$ 17.5% 958 18.4% 3,507$ 2.6% 0.8%HIGH 213,826$ 8.1% 503 9.7% 65,862$ 48.9% 30.8%LOW 67,120$ 2.5% 121 2.3% 938$ 0.7% 1.4%MEDIUM 93,448$ 3.5% 199 3.8% 7,916$ 5.9% 8.5%NO VALUE 555,972$ 21.0% 1294 24.9% 55,826$ 41.5% 10.0%TOTAL 2,645,177$ 100.0% 5202 100.0% 134,626$ 100.0% 5.1%

CombinedStatusCHARITY 1,619,433$ 45.3% 4191 36.3% 2,328$ 0.7% 0.1%BD 577,496$ 16.2% 1675 14.5% 5,751$ 1.9% 1.0%HIGH 393,244$ 11.0% 1884 16.3% 162,641$ 52.4% 41.4%LOW 81,737$ 2.3% 238 2.1% 2,624$ 0.8% 3.2%MEDIUM 141,715$ 4.0% 618 5.4% 20,831$ 6.7% 14.7%NO VALUE 761,692$ 21.3% 2928 25.4% 116,376$ 37.5% 15.3%TOTAL 3,575,317$ 100.0% 11534 100.0% 310,551$ 100.0% 8.7%

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Accurate Reporting

Complete month end Inventory reconciliation Complete listing of all open accounts

Acknowledgement report Confirms assignment of accounts

Cancel and return Listing of accounts closed

Breakthrough Strategies

CALLS JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DECINBOUND 1,460 1,148 1,168 1,167 1,145 860 1,087 1,117 1,017 823 724 796OUTBOUND 16,185 10,580 12,706 13,578 9,507 11,250 11,179 16,094 15,050 12,114 6,598 8,142CONTACTS 5,240 3,001 4,298 4,112 3,650 3,198 3,394 4,440 4,841 5,618 3,622 4,565% OF CONTACTS 32.4% 28.4% 33.8% 30.3% 38.4% 28.4% 30.4% 27.6% 32.2% 46.4% 54.9% 56.1%

CALLS JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DECINBOUND 1,037 1,026 1,037 889 727 733OUTBOUND 9,086 9,535 11,367 10,590 10,146 9,535CONTACTS 5,088 5,439 7,343 7,245 6,677 6,501% OF CONTACTS 56.0% 57.0% 64.6% 68.4% 65.8% 68.2%

GENERAL HOSPITAL - EARLY OUT PROGRAM

CUYAHOGA FALLS GENERAL HOSPITAL - EARLY OUT PROGRAMPHONE ACTIVITY REPORT BY MONTH

CALENDAR YEAR 2009

PHONE ACTIVITY REPORT BY MONTHCALENDAR YEAR 2008

0

5,000

10,000

15,000

20,000

JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

INBOUND OUTBOUND CONTACTS

02,0004,0006,0008,000

10,00012,000

JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

INBOUND OUTBOUND CONTACTS

Performance report Detailing placement and

performance

Age analysis

Real time web access

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Hiring and Staffing

Hire only “cream of the crop”

Verifiable record of personal excellence and integrity

Hiring considerations:

Application Screening

NCC Technologies personality profile assessment

Employment and background checks

Drug testing

Breakthrough Strategies

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Relevant Training

UCB’s Learning Institute of Excellence

American Society for Training & Development’s (ASTD) methodology and principals

Utilize Bridgefront web based learning

Programs are extensive and involve three (3) phases of intensive instruction Assessment, baseline, on-going training

Customized client specific training

Breakthrough Strategies

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Controls and Protection

Client satisfaction is a continuous major driving factor

Code of Conduct - Highest professional standards and within the guidelines of the FDCPA and all other federal, state and local laws

Compliance with HIPAA, Local, State and Federal Laws - Complying with all regulations is a condition of employment

Zero Tolerance Rule - UCB collectors must adhere to all policies and procedures

Financial Procedures - Accurate & secure financial controls

Above and Beyond the Call

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Peace of Mind Security

ISO 27002 11 Domain Criteria Certified

Asset Management

Data Handling, Encryption standards, and compliance policies and audits for information and data transfers

Physical Security

Proximity access control system for all sites with 24/7 Security monitoring

Security protected information systems

CISCO Firewall, Encryption-SSL technologies, dual-layered security

Virus protection systems, Internet filtering security

Fully redundant System Guaranteed Availability

Disaster planning – business continuity

Sunguard Availability Services

Breakthrough Strategies

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Performance Technology

Collection System Technology

License to develop from the source code On-going customization of the CUBS software for early out use

Dialer Technology

400 dialer seats Inbound, outbound and blended modes Outbound automated messaging campaigns Applications fully integrated with UCB/CUBS collection system

Recording Technology

Fully integrated into telephony systems Advanced searching capability

Breakthrough Strategies

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Dedicated Client TeamBreakthrough Strategies

Customer Service Direct Contact

Executive Operational Manager

Executive Relationship Manager

IT Contact

Account Manager

Implementation Project Manager

Reliable Implementation

Proposal Acceptance

Go Live

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Requirements Documentation

Connectivity Design Quality

Review Status

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Sustaining Advantages

Passionate dedicated team

Intelligent self-pay account management

Reliable delivery on promises

Accountable security safeguards

Patient #1 approach

Maximum financial returns

Breakthrough Strategies

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Thank YouBreakthrough Strategies