Diagnosis for a Smarter Planet:A SaaS Healthcare Services Model

Rick RowleyVP, Global Enterprise Solutions

Problems with the U.S. healthcare system are well documented – and endlessly debated◦ Rising costs, limited access, high error rates, lack of coverage, poor response to chronic disease

◦ Duplication and handoffs are rampant; deep wells of lifesaving information are inaccessible

◦ What's not so apparent is that many of these problems arise because our healthcare system isn't, in fact, asystem.

Many of these issues could be improved if we could link diagnosis to drug discovery tohealthcare providers to insurers to employers to patients and communities

A “smarter” healthcare system (Instrumented – Interconnected – Intelligent) starts with betterconnections, better data, and faster and more detailed analysis Integrate data and center it on the patient, so each person owns one view of his or her information and has access to

a networked team of collaborative care

Applying analytics to vast amounts of data, to improve outcomes

Moving away from paper records to reduce medical errors and improve efficiencies

This enables us to make smarter decisions and deliver higher quality care, all because we caneasily turn information into actionable knowledge “Smart” functionality and technology can be replicated across an increasingly efficient, interconnected and intelligent

global system

In other words, we'll have a true healthcare system, with the focus where it belongs—on the patient.

Accelerate Your BusinessPerformance

Marketing Promotions

Patient-Focused Messaging &Workflow

Branding

Determine client promotional activities Cross-sell or up-sell additional services tied to direct marketing

initiatives. Plan mass media buys by determining where users live, their

media preferences and common demographics.

Communications conducted in a highly personalized, timely,private, yet cost-effective manner across multiple mediums

Provide the tools to communicate with patients and members theway THEY want to be communicated with.

Automating message creation Communicate with patients in aconsistent, direct manner — cut through the clutter

Engage members through use of audience-appropriate multi-media channels

Use of multi-channel and multi-media messages employing video,the internet

Immediacy and instant feedback of these channels Multi-channel voice, SMS text, and email messaging

Deliver high-quality, consistent, branded messaging Introduce brand to new prospective patients

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Campaign Management

Automated Event Triggers

Campaigns run automatically Target key member segments with tailored messages. Execute HTML-style email communications Collect email addresses as a preferred response channel for

future fulfillment Direct marketing campaigns Execute Payer direct mail campaigns online Generate hundreds of campaigns Personalized interactive messages

Schedule communication triggers based on our clients’ timeline Automate notification and resolution of scheduling, billing,

insurance and other issues Communications that run automatically based on pre-set business

rules Tie communications to relevant events Ability to set maximum budgetary limits Trigger a new patient communication Customized logic and event trigger communications New Members Program automatically triggered to run based on

client preferences

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Compliance & Security

Analysis & Reporting

Comply with healthcare regulatory structures and security models Interactive right-party verification

Ability to create, manage, and analyze data on the performance ofchannels, mediums, and members

Learn about new patients’ communication preferences and areasof interest

Provide analytical and data visualization tools to view patients,non patients and key metrics

Algorithm tools allow clients to segment and view datageographically.

Analytical tools allow insight into demographic characteristics ofpatients

Dynamic report generator showing breakdown of demographiccharacteristics

Estimate market potential for specific products and services Provide quantifiable data for estimates of market potential for

specific healthcare products and services

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Content Management

Integration

Offer up “one view” of the patient Survey template used to mine information Collect email addresses and other pertinent information about

consumers in their market area Online Health Risk Assessments (OHRA)

Integrate into an enabling automated collections paymentsplatform

System connects to other patient and consumer touch points Integrate with wellness programs Integrated web-to-print solution

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Accelerate Your BusinessPerformance

“Deliver high-quality, consistent, branded messaging that supports targeted marketing promotions and retentioncommunications while complying with healthcare regulatory structures and security models.”

Business Challenges◦ Build a cloud-based solution (CRM + Open-Source CMS + Big Notification Engine + 3rd Party Analytics/Reporting +

Branding Capabilities) for the Healthcare Industry

◦ Design a platform that will scale to support large, global organizations from the start

◦ Provide greater visibility into treatment history, clinical and behavioral trends that might impact a marketing oracquisition strategy

The SaaS Application Model◦ Focus on innovation and integration, but not infrastructure

◦ Analytics and customized reporting capabilities let the client track attributes of a patient to provide better treatmentoptions and care

◦ Organize workflows, capture and store patient data – including medications and technician visits – and presentresults in an easy-to-use format for physicians, technicians, neurologists, etc.

◦ Security levels comply with the Health Insurance Portability and Accountability Act (HIPPA) and other Industryregulations

◦ Use Web services API to deliver custom functionality and mobile integration

◦ Create a healthcare-specific data model including multiple addresses and many-to-many account affiliations

◦ Could potentially leverage more than 60 custom objects and 400 – 500 custom fields

Functional and Technical Requirements◦ Research and a requirements phase needed for accurate SDLC planning and cost estimates

◦ SWAG is $1.75 - $3M, assume buy vs. build, moderate level of rule sets, prototype phase and a selection process forkey front-and-back-end components

Accelerate Your BusinessPerformance