health proposal for - health advocate · getting started ... as well as how we assist human...

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HealthAdvocate

Table of ContentsExecutive Summary ......................................................................................................................3

Solutions ..............................................................................................................................................

Pricing ................................................................................................................................................1

Capabilities ......................................................................................................................................1

Company Overview ...................................................................................................................18

Member Communications ....................................................................................................22

Getting Started .............................................................................................................................25

HealthAdvocate Proposal for


Executive SummaryHealthAdvocate

Section 1

3


Executive SummaryHealth Advocate is pleased to present this proposal, which describes our innovative and fully integrated

EmpoweredHealth solution, which is designed to save time and money, increase productivity and improve

health outcomes.

The contents include key features of the EmpoweredHealth program and the Health Advocate advantage –

our capabilities regarding our highly trained operations staff and experienced management team, pricing

structure, state-of-the-art systems technology, complete turnkey communications and easy installation process.

The purpose of the proposal is to clearly demonstrate how Health Advocate has achieved unparalleled success

in helping individuals navigate the complex healthcare and health insurance systems and improve their health,

as well as how we assist Human Resources with administering important programs.

The Health Advocate Advantage Health Advocate’s key distinguishing factor is the outstanding personalized and dedicated attention provided by

our entire team of highly trained Personal Health Advocates, Wellness Coaches, EAP+Work/Life counselors and

healthcare, benefits and insurance experts, as they help employees and their families resolve complex issues,

improve their health and meet their long-term health goals. We get to know their needs so we can get the right

answers, no matter how complicated or how long it takes. This personalized attention extends across all issues

and programs, whether it’s locating the right doctor, connecting them to the right benefits so they don’t “fall

through the cracks,” resolving an uncovered medical bill, or providing them with coaching to help them reach

their optimal health. With help from our dedicated Personal Health Advocates and other experienced experts,

your employees can remain fully productive, health outcomes improve, medical costs are reduced and the

quality of your employees’ overall healthcare experience is enhanced.

About Us Headquartered in suburban Philadelphia, Health Advocate is the nation’s leading independent healthcare

advocacy and assistance company, serving more than 9,000 clients and 40+ million Americans, including

some of the nation’s leading organizations. Through our broad spectrum of personalized, fully integrated

health advocacy, wellness coaching, work/life assistance and other key solutions, Health Advocate’s innovative

approach is a strategic resource that helps improve employee health outcomes and reduce healthcare costs

across your organization.

We Look Forward To Becoming Your PartnerOur staff is poised to work closely with your organization to help you and your employees save time and money.

We invite you to visit our office and take a tour of our operations, to see first-hand how our dedicated team can

help you maximize your benefits.

HealthAdvocate

4


Executive SummaryExecutive Summary

The EmpoweredHealth SolutionEmpoweredHealth is a revolutionary concept in health management that combines several key benefit

services into one integrated offering, removing the barriers and silos typically found in health benefit packages.

EmpoweredHealth uses one toll-free phone number and one technology platform, and is delivered by a team of

inter-disciplinary experts located in one collaborative workspace.

EmpoweredHealth is designed to better engage members in their health and decision-making, support benefits

utilization, improve outcomes, increase productivity and save time and money. It’s the one-stop solution to

improving the health of your employees and reducing your healthcare costs.

Key Benefits:

• Fully integrated product – seamless administration

• A single toll-free phone number

• Full suite of services:

- Health Advocacy

- Wellness Coaching

- EAP+Work/Life

- NurseLine

- Health Informatics/Health Information Dashboards

- Healthcare Decision Support

- Pricing Tools

- Targeted Health Communications

- Incentive Management

- Enhanced Reporting

- Chronic Care Management (coming in 2013)

• Supported by the Health Advocate HUB of interdisciplinary experts

- Personalized service

- Experts located in one, collaborative workspace

• HUB uses advanced, sophisticated systems

- One, integrated system

- Backed by the latest health information technology and data analytics

- Provides more powerful risk factor identification and management reporting

5


SolutionsHealthAdvocate

Section 2

6


EmpoweredHealthWhat is the Health Advocate EmpoweredHealth solution?

Health Advocate’s EmpoweredHealth program offers a comprehensive approach that provides one-source

support across a broad continuum of needs. The program is delivered by an interdisciplinary team, with

expertise in a strategic cross-section of specialties including healthcare, behavioral health, benefits and

insurance. The team utilizes a single, integrated systems platform and works from a private, shared workspace.

This unique, synergistic infrastructure (and close working proximity) ensures that employees are supported

by the right team member, at the right time. It also fosters more intense dialogue when employees have

co-morbidities or issues that cross disciplines.

The program offers a robust suite of programs and services, designed to improve health outcomes and

productivity, save time and money, and reduce healthcare costs. They include:

• Health Advocacy

• Wellness Coaching

• EAP+Work/Life

• NurseLine

• Health Informatics/Health Information Dashboards

• Healthcare Decision Support

• Healthcare Pricing Tools

• Targeted Health Communications

• Incentive Management

• Chronic Care Management (coming in 2013)

The program also offers a robust client reporting package, which provides insight into program utilization, cost

savings, engagement levels, health and wellness measures, gaps in care and key trends.

How does the EmpoweredHealth program work?Members call a single, toll free number to reach their entire health and benefits suite. Each call routes directly

to the specialized EmpoweredHealth unit, where it is directed to the appropriate team member based on the

caller’s individual needs.

HealthAdvocate

7


Who is eligible?Our EmpoweredHealth program is available to eligible employees, their spouses and dependent children,

as well as their parents and parents-in-law.

What are the features of the EmpoweredHealth program?One, toll-free number connects employees to the entire EmpoweredHealth suite. Key services and features include:

• Health Advocacy. Our Personal Health Advocates, typically registered nurses, supported by medical

directors and benefits and claims specialists, help locate the right doctor or other health provider, secure

second opinions, untangle medical bills, navigate health plans and assist with a variety of other healthcare

and insurance-related issues. As appropriate, they will also refer employees to other members of the

EmpoweredHealth team based on their needs (e.g., Wellness Coaching, EAP).

• Wellness Coaching. Our comprehensive Wellness Coaching program provides two-way support and

engagement for employees across a continuum of wellness and other healthcare needs. Employees receive

personalized support by phone, e-mail, or instant messaging from a trained Wellness Coach, supported by

online tools including self-guided programs to help them improve their health and meet their health goals.

• EAP+Work/Life. The EAP+Work/Life program gives employees access to Licensed Professional Counselors

for short-term assistance with personal, family and work problems. Our Work/Life specialists can help

employees engage with a wide range of support resources. The program’s comprehensive website offers

articles and workshops on topics from wellness and career development to assistance with financial and legal

matters. Emergency help is available 24/7.

• Healthcare Pricing Tools. Our Health Cost Estimator™ and Health Cost Estimator Plus™ pricing tools give

members more control over their healthcare and healthcare costs, by providing cost estimates for medical

services before they receive care. The standard version offers general in- and out-of-network estimates by

zip code, while the enhanced version utilizes medical claims data to generate more robust comparisons of

providers and facilities.

• NurseLine. Our highly trained nurses are available 24/7 to help answer questions about symptoms,

medications and health conditions, and offer self-care tips for non-urgent conditions. The nurses can also

refer employees to urgent care if it requires immediate attention.

• Chronic Care Management (available in 2013). The Chronic Care Management program uses

personalized, data-driven preventive and chronic care communications, coupled with one-on-one coaching,

to help employees better manage their health. The program is tailored to the individual, and is designed to

engage them in their own decision-making, drive them to the right preventive services, reinforce self-care and

provide personalized case management for those who have (or are at risk for) ongoing medical conditions.

HealthAdvocate Empowered Health

8


• Incentive Management. Our creative team can work with our Clients to develop customized engagement

strategies and programs to drive member participation in wellness, benefits and other programs.

• Decision Support. Our decision support feature, MedChoice Support™, is a comprehensive, interactive

tool that combines authoritative medical information with practical personal assessments, to help employees

weigh the pros and cons of medical tests, treatments, procedures and medications so they can make more

informed healthcare decisions. A summary can be printed to share with their healthcare team.

• Targeted Communications. Data-driven, personalized electronic communications empower employees

to get preventive screenings, tests and immunizations, manage health risks and more. Communications are

backed by data analytics that identify risk factors for disease, chronic conditions, and approaching or missed

tests, screenings and other treatments.

• Engagement Promotion and Support. Print and electronic support to promote ongoing member

awareness of our programs, encourage use and increase utilization.

• Enhanced Client Reporting. Our powerful reporting package captures critical data for strategic, long-term

planning and engagement strategies. Reports provide insight into utilization, cost savings, engagement levels,

health and wellness measures, gaps in care and key trends.

• Health Informatics. The entire EmpoweredHealth program is supported by cutting-edge technology

and the expertise of our health informatics division, e2H. Algorithms developed by e2H collect, aggregate

and organize health data from many different sources, including medical claims, Health Risk Assessment

and biometric screening results. The data is analyzed against evidence-based clinical care guidelines and

other benchmarks, resulting in dynamic targeting and risk stratification methods that can quickly pinpoint

employees with addressable health risks and gaps in care.

This powerful process provides the EmpoweredHealth team with a continuous, 360o view of each employee’s

health and wellness measures through our Health Information Dashboard, enabling them to engage

employees in meaningful, targeted interventions at every encounter.

• Health Information Dashboards. Powerful healthcare data also populates our proprietary Health

Information Dashboard. This innovative tool provides a snapshot of each employee’s benefits utilization and

health and wellness measures, which can be viewed by three key audiences.

- The Advocate view is used by our Personal Health Advocates to identify and address individual “gaps in

care” and other health risks during every employee interaction.

- The Client view provides key program utilization and performance data, as well as insight into strategic

cost-saving opportunities.

- The Member dashboard resides on a personalized, password-protected website. It gives employees

24/7 access to customized, data-driven health information, and provides important alerts for

recommended health actions.


9


What are the benefits of the EmpoweredHealth program?

To Employers:

• Maximizes benefits investment; reduces administrative costs; increases efficiency

• Employee, not product, focused

• Enhances employee “experience”

• Strategic, highly collaborative infrastructure promotes more effective, streamlined care coordination

• Helps improve health outcomes and productivity; reduce absenteeism

• Decreases direct and indirect medical costs

• Reduces burden on HR staff

• One advanced systems platform enables more targeted identification and risk stratification processes;

“gaps in care” health coaching

• Powerful, targeted, multi-format communications promote ongoing employee engagement in their health

• Strategic, robust management reporting (e.g., utilization, engagement points) helps drive long-term strategies

• Promotional and incentive management support

To Employees:

• Unlimited support – 24/7

• Easy access through a single toll free number

• First class customer service; each interaction is tailored to the employee’s individual needs

• Direct access to top healthcare, benefits and insurance experts

• Saves time and money

• Helps employees improve their health and meet their health goals

• Advanced systems identify gaps in care and other health risks

• Improves coordination of care, resulting in improved health outcomes

• Increases productivity

• Provides access to a wide range of powerful healthcare decision support services,

including tailored medical cost estimates

• Helps employees become more educated, effective healthcare consumers

• Targeted, personalized communications promote increased employee engagement in their health

• Helps employees better manage ongoing health conditions


10


PricingHealthAdvocate

Section 3

11


PricingHealthAdvocate

12


CapabilitiesHealthAdvocate

Section 4

13


CapabilitiesHealthAdvocate

Below is a brief summary of our capabilities that support the offerings in this proposal. Health Advocate has

invested in a highly trained, highly experienced and ever-growing team of healthcare and wellness experts.

Our investment also includes state-of-the-art, integrated telephone and database technologies that enable us

to provide outstanding service to our clients.

Health Advocate is committed to offering state-of-the-art upgrades, refinements, improved strategies and better

systems, as well as ongoing training of our staff to ensure that our clients receive consistent, quality service.

We work closely with our clients to ensure seamless installation of our programs, and have developed a robust,

turnkey communications program to help support broad awareness and utilization of our service.

Superior Team Qualifications

Health Advocate’s founders have more than 100 years of combined experience in the healthcare industry,

and have recruited extremely talented and experienced individuals to comprise our management and service

teams. Our company possesses superior operational, medical, technical and administrative expertise to meet

the diverse needs of our clients.

Our TeamOur staff is continually trained in navigating all aspects of the healthcare system, to provide the best assistance

and support to employees and employers.

• Personal Health Advocates. Typically registered nurses, supported by medical directors and benefits and

claims specialists, our Personal Health Advocates have extensive clinical experience; most have worked for

hospitals or physicians. The ability of our knowledgeable staff to resolve burdensome issues in a compassionate

and dedicated manner is a hallmark of Health Advocate’s Core Health Advocacy service.

• Wellness Coaches. Our expert staff of Wellness Coaches has a minimum of a Bachelor’s degree, plus

additional education on topics such as exercise physiology, nutrition and health education. All coaches are

certified in smoking cessation by the American Lung Association, ACE, ACSM, and CHES, and go through five

weeks of intensive training and two months working with a senior coach.

• Licensed Professional Counselors and Work/Life Specialists. Our team of Licensed Professional Counselors

and Work/Life Specialists deliver our comprehensive EAP+Work/Life program. These trained professionals are

experts in a diverse cross-section of specialties including family/parenting issues, stress management, grief and

loss, depression and more.

14


Capabilities

• Onsite Biometric Screening Staff. Our trained screening professionals include registered nurses, EMTs,

paramedics and health educators. All of our nurses have a state nursing license and must pass the National

Council Licensure Examination. Our EMTs and paramedics must pass the National Registry of Emergency

Medical Technicians exam and possess any state-required licensing. The staff is fully trained and in

compliance with all HIPAA privacy regulations.

• Medical Directors. Our Medical Directors have many years of clinical practice experience and support each

clinical case, communicating with physicians and other professionals, as needed.

• Benefits and Claims Specialists. Our experts have extensive experience in employee benefits or claims

management for health plans.

• Infrastructure Support Staff. Our IT team has extensive experience and training, including senior-level

experience in applications, data and systems architecture and management, to ensure that our integrated

telephone, computer and database technologies fully support our capabilities. The team also ensures that

our customized member websites allow easy access to the specific solutions offered by the client for their

employees, and that our reporting tools create better efficiencies to fully support their employees.

• Management Team. Our executive management team includes our five founders, who previously led one

of the nation’s largest health insurance companies, and our highly experienced senior managers and other

key executives. Our team has operational, medical, technical and administrative expertise and is uniquely

qualified to manage a complex organization while meeting the diverse needs of our clients.

• Ongoing Hiring and Training. We continually recruit candidates who have the expert skill set required to

meet the growing needs of our clients. Our ongoing training and collaborative information-sharing programs

ensure that our team is always up to date on healthcare developments, case outcomes and system upgrades.

Innovative Technology To enable our Personal Health Advocates to efficiently access client benefit information, expand on our present

services and support our clients’ needs for data integration, we have made a considerable investment in

scalable, innovative, state-of-the-art telephone and computer systems.

Health Advocate’s comprehensive online Customer Relationship Management (CRM) system provides an

integrated environment in which all user benefit information is assimilated and accessible at the time of an

employee’s call. The system links relevant information including eligibility files, health benefit information,

and accompanying program information from dental, prescription, medical and other benefits. Our computerized

call switching system can warm transfer calls to other vendors as appropriate.

Detailed case tracking protocols enhance knowledge-sharing among our Personal Health Advocates,

and ensure timely resolution of cases. Further, our system includes sophisticated call tracking and reporting

capabilities, enabling Health Advocate to measure call center performance as part of our ongoing quality

assurance program.

15


Capabilities

All operations are centralized in our expansive headquarters in suburban Philadelphia, enabling resource

sharing, face-to-face collaboration among team members on all levels, and ensuring a coordinated response to

the employee’s needs.

Health Informatics Division Health Advocate’s health informatics division, Engage2Health, provides health informatics solutions to support

employers and employees in achieving improved health outcomes and reduced healthcare costs. The division’s

state-of-the-art technology, advanced algorithms and software systems maximize healthcare data to facilitate

our proprietary Health Information Dashboard, wellness and engagement programs. The unit is headed by

a leading health informatics authority and staffed by skilled programmers, statisticians and researchers with

extensive experience performing complex analyses of healthcare data.

Implementation Planning Health Advocate works closely with our clients to ensure the smooth installation of our program. Our experience

working with organizations, from large national companies to smaller local and regional employers, allows us to

customize an Implementation Plan to meet your specific requirements. The following are key elements of our plan:

• Account Manager support

• Focused resources

• Flexibility with launch phase-in

• Comprehensive communications

• Ongoing review

Turnkey Communications Our ongoing print and electronic communications include a wide range of materials designed to educate

employees about our services and to increase utilization. Many of the materials, such as our newsletters, are

designed to be easily forwarded to employees in a timely manner while our convenient websites provide easy

access to program information. Spanish-language versions are available, and, for an added cost, our team will

work with you to develop customized materials to meet your needs.

16


Capabilities

Information Reporting Health Advocate’s comprehensive Group Information Reports provide critical program utilization and savings

information in a user-friendly format. Our reports measure performance and report results on an interaction

basis, listing by major category each activity Health Advocate has worked on through the reporting period.

We report on the time our staff has expended and on the number of discrete contacts required to resolve an

issue. In addition, all activities are assigned an intensity factor that reflects the seriousness, complexity and

urgency of the matter. We measure “value” based on the combination of utilization, urgency, time spent, and

number of contacts between our Personal Health Advocates and employees. Further, we report and identify

savings that accrue to either plan sponsors or employees.

Independent Service Health Advocate is independent of any insurance plan or third party provider, enabling us to provide completely

unbiased assistance. Our team is fully compliant with all HIPAA privacy regulations.

17


Company OverviewHealthAdvocate

Section 5

18


Company OverviewHealthAdvocate

About Health AdvocateHeadquartered in suburban Philadelphia, Health Advocate is the nation’s leading independent healthcare

advocacy and assistance company, serving more than 9,000 clients and 40+ million members, including many of

the nation’s leading organizations.

Our client base includes large and small insured and self-insured employers, government bodies, unions and

union health and welfare trusts, affinity groups, nonprofit and charitable organizations, schools, school boards and

universities, health plans, third-party administrators and other plan sponsors in virtually every industry.

HistoryHealth Advocate was founded in 2001 by five former executives of one of the nation’s leading health insurance

companies. Equipped with unparalleled, combined experience in the healthcare industry, the founders envisioned

a way to help alleviate the frustration and complexity that many people experience when confronting healthcare

and insurance-related issues.

Under their leadership and building upon this mission, the company has grown to become the largest independent

healthcare advocacy and assistance company in the country.

Spectrum of SolutionsHealth Advocate offers a full range of employee and employer solutions that provide personalized help across a

continuum of healthcare and insurance-related needs.

Our solutions help employees take charge of their health, make smarter medical decisions, quickly connect to the

right benefits, balance work and life demands, understand consumer-driven health plans, and lower medical bills.

Our employer solutions promote improved health outcomes and reduced medical costs by keeping employees

healthier and more productive. They also help ease the burden of administering multiple programs by integrating

key services onto one coordinated platform.

The company also offers a direct-to-consumer service, Health Proponent®, that provides the same expert,

personal assistance with healthcare and insurance-related issues to individuals who are not part of groups.

19


Company Overview

Company Culture Maintaining our high standards of performance takes a lot of hard work. It requires ongoing nourishment by a

culture which is sustained by a deeply-held and shared set of values. “Always at your side” is not just a motto; it

is what makes our company so special. Our employees are responsible for helping people deal with challenging

healthcare and insurance-related issues, which require not just expertise, but empathy and communication.

Consequently, we have built our company around empowering our employees with the ability to provide

maximum support to our clients.

In addition to promoting teamwork, we ensure that employees not only have the resources they need to serve

our members properly, but that our work environment can be structured to allow employees to enjoy themselves

within the context of their important work. We have created a supportive workplace, offering fun activities, family

events, and health and wellness programs throughout the year.

Charitable ContributionsHealth Advocate’s commitment to helping people extends to local, regional and national charities. Throughout

the year, both employees and the company raise money for and donate time to a variety of charitable

organizations, including: American Heart Association, the Sandy Rollman Ovarian Cancer Foundation, Inc., The

Children’s Hospital of Philadelphia, Police Athletic League, American Cancer Society, local police departments,

local theater, local colleges and universities, local ambulatory services, etc.

We also forge strategic partnerships with leading regional and national organizations to promote awareness

of important health issues, including breast cancer prevention, heart health and Alzheimer’s disease.

Customer SatisfactionOur mission is to provide compassionate, resourceful and quality service to clients and employees. Numerous

customer surveys report the highest level of satisfaction and praise for the dedication and perseverance shown

by our Personal Health Advocates to resolve even the most difficult challenges. If you would like references, we

would be happy to share case studies with you.

20


Company Overview

Awards/News Media CoverageHealth Advocate has received widespread recognition from the following organizations and publications:

• America’s fastest growing private companies – Inc. 500 (recognized for five consecutive years)

• Fastest growing technology companies in North America – Deloitte’s Technology Fast 500 (2010, 2011)

• 2011 Global Award Winner for Service – Workforce Management magazine

• 2011 PACT Life Sciences Company of the Year Award (Greater Philadelphia Region)

• 2011 Entrepreneur of the Year (Greater Philadelphia Region) – Ernst & Young

• 2011 InformationWeek “Cool Tech” Innovation of the Year Award

• Top 20 Best Places to Work – Philadelphia magazine and the Philadelphia Business Journal

Health Advocate has been featured in over 400 national, regional and local print articles, radio and TV news

stories, including: BusinessWeek, The Wall Street Journal, The New York Times, The Washington Post,

The Philadelphia Inquirer, the Los Angeles Times, The Atlanta Journal - Constitution, Crain’s New York Business,

USA Today, CBS Evening News, NBC 10 TV, Fox 29 News (Philadelphia) and National Public Radio.

PublicationsHealth Advocate has published a number of in-depth white papers on a variety of timely subjects impacting

the workplace, including the challenges relating to the rising rate of obesity, stress and caregiving.

In addition, two of the company’s founders co-authored The Healthcare Survival Guide™. This valuable

resource has been widely acclaimed and is the winner of the 2010 IBPA Benjamin Franklin Award for Best First

Book (Non-Fiction) and the 2010 APEX Grand Award for One-of-a-Kind-Publication.

21


Member CommunicationsHealthAdvocate

Section 6

22


Exclusively for Health Advocate Members

Wallet CardsMember

Independent. Confidential. Convenient. Health Advocate is not affiliated with any insurance or third party provider. Health Advocate does not replace health insurance coverage, provide medical care or recommend treatment.

©2012 Health Advocate, Inc.HA-CEM-1204006-1BRO

We’re here when you need us most

Your Health Advocate benefit can be accessed 24/7. Normal business hours are Monday-Friday, between 8 am and 9 pm Eastern Time. After hours and during weekends, staff is available for assistance.

There is no cost to use our service

Your employer or plan sponsor offers your Health Advocate benefit at no cost to you.

We’re not an insurance company

We don’t replace your health insurance plan. Instead, we help with your healthcare and insurance-related issues.

Your privacy is protected

Our staff follows careful protocols and complies with all government privacy standards. Your medical and personal information is strictly confidential.

Always at Your SideJust call. 866.799.2728

Send us an email. [email protected]

Visit us on the internet. HealthAdvocate.com/members

Easy to Reach

Who is covered? The Healthcare Help and EAP+Work/Life features are available to eligible employees, their spouse, dependent children, parents and parents-in-law.

Get StartedWelcome to Your Health Advocate All-in-1 BenefitHealth Advocate is a service provided by your employer or plan sponsor, at no cost to you. It can help you and your eligible family members resolve healthcare and insurance-related issues, and balance your work and life. We look forward to serving you!

Healthcare HelpGet the right answers

EAP+Work/LifeReal support when you need it

Featuring!

Get Started Now!Your customized Health Advocate member website makes it easy to access all your benefits.

Go to HealthAdvocate.com/members

Click the Healthcare Help icon to: Read about all the issues we address

Learn how we can help you

Click the EAP+Work/Life icon to: Locate important support resources

View monthly online webinars

Train-the-Trainer PowerPointOur staff offers “Train-the-Trainers” sessions for managers prior to the launch for

an in-depth briefing about Health Advocate, and will provide a PowerPoint as a

handy reference.

Get Started GuideOur guide, available for distribution to employees, provides an easy-to-read

overview of Health Advocate and how to use the program. A set of wallet

cards is enclosed with each guide.

Video Resources • Member Orientation Video. This video reviews how Health Advocate

works, and how our service can assist your employees and their eligible

family members.

• Health Advocate in the News. Copies of news stories feature case studies

about how Health Advocate helped with healthcare-related issues, and

include segments on NBC10 TV, the CBS Evening News and FOX 29 News.

These videos can be shown at employee meetings or sent by email.

Awareness PostersAs part of our awareness campaign, we provide a number of different posters,

and recommend that you display them in prominent areas. English and Spanish

versions are available. Additionally, our table tent card displays are available for

use on cafeteria tables, workplace counters, etc.

Member CommunicationsHealthAdvocate

Help is aPhone CallAway

©2010 Health Advocate, Inc.HA-M-1005036

Just Call866.695.8622

Find the right doctors, hospitalsUntangle insurance issuesNavigate healthcare claims

...and lots more!Just Call866.799.2728 Healthcare HelpWellness Support

EAP+Work/Life

YourAll-in-1Benefit

©2010 Health Advocate, Inc.

HA-M-1005036

Just Call866.695.8622 Healthcare Help

YourAll-in-1Benefit

©2010 Health Advocate, Inc.HA-M-1005036

Wellness Support

Just Call

866.799.2728

Healthcare Help

EAP+Work/Life

YourAll-in-1

Benefit


HA-M-1005036

Someone always at your side until the problem is resolvedYour Personal Health Advocate will cut through the red tape, talk to your doctors and insurance company and get to the heart of your issue, fast.

During your very �rst call, you will be:

• Assigned your own Personal Health Advocate—typically a registered nurse, supported by medical directors and bene�ts and claims specialists

• Asked for necessary background information

• Assured that your Personal Health Advocate will work on your question or problem, no matter how long it takes

Find the right doctors, specialists, hospitals Untangle medical bills Locate eldercare and support services Unlimited calls Save time, money and worry

[email protected]

Health Advocate helps you withhealthcare and insurance-related problems


[email protected]



[email protected]



[email protected]


Health Advocate is a bene�t that doesn’t cost you anythingYour employer or plan sponsor makes it available to help you and your family get answers involving your medical, hospital, dental, mental health, medication and other healthcare issues. We also help resolve medical billing problems and other insurance-related concerns.

We’ll help you starting Now

insurance or third party provider. Health Advocate does not replace health insurance coverage, provide medical care or recommend treatment.

©2010 Health Advocate, Inc.CHA-M-BR1005013

Navigating the Healthcare and Insurance maze

Your Lifeline for

Just call (toll-free) 866.695.8622

TM

Health Advocate has developed a comprehensive communications program to help support awareness and

utilization of our services. Below is an overview of available materials.

Member Welcome Video

Contact Health Advocate

• 866.695.8622• [email protected]• HealthAdvocate.com/members

©2011 Health Advocate, Inc.HA-CM-1001096Runtime: 2, 6 and 12-minute versions

Our mission is to help our members navigate the healthcareand insurance maze

Learn more about how Health Advocate:

• Helps you and your family get the right answers• Helps you resolve healthcare and insurance-related problems• Makes it easy to access our services

Welcome to

• Protects the con�dentiality of your health information• Helps save you time and money

Always at Your Side

Healthcare Help

Presentation

Exclusively for:Company Name Here

23


Member Communications

Reminder Materials A series of Health Advocate electronic reminder pieces is available to clients to

email to employees throughout the year to reinforce utilization. Print versions of

selected pieces are also available.

Member NewsletterOur member newsletter is sent electronically to plan sponsors, which can

then be forwarded to employees to help strengthen utilization.

Manager’s “Take-One Wallet Card” Pads These handy pads with attached wallet cards provide a ready resource to remind

employees about Health Advocate.

Custom Materials We will be happy to work with you to customize our standard materials that can

feature your organization’s logo or other special messages, for an additional fee.

Your Personal Health Advocate is your Partner in Health

Count on Us


@yourservice

get to the right place with Benefits Gateway™

Your Complete Wellness Coaching Program for a Healthier Life


@yourservice

Take Control Exclusively for Health Advocate Members

Assistance and resources for personal, family and work issuesReal-Life Help

@yourservice

June 2012

Monthly Webinar • Tuesday, June 19th

HealthAdvocate™HealthAdvocate™

HealthAdvocate™

HealthAdvocate™

Your Lifeline for Healthcare Help

Get cost estimatesYou’ll receive estimates of common medical procedures in your area to help you make informed decisions.

Work with insurance companiesOur team works on your behalf to obtain appropriate approvals for needed services.

Answer questionsWe help you become informed about test results, treatments and medications prescribed by your physician.

Assist in the transfer of medical recordsWe’ll also handle the details of transferring X-rays and lab results.


Help is Only a Phone Call AwayYour Health Advocate benefit is paid by your employer or plan sponsor and covers eligible employees, their spouses, dependent children, parents and parents-in-law.

©2012 Health Advocate, Inc. HA-CM-1206036-1FLY

866.695.8622

Find the right doctorsWe’ll also locate the right hospitals, dentists and other leading healthcare providers anywhere in the country.

Schedule appointmentsWe can help expedite the earliest appointments with providers including hard-to-reach specialists and arrange treatments and tests.

Help resolve insurance claimsOur experts get to the bottom of your issue to assist with negotiating billing and payment arrangements.

Assist with eldercareWe address senior issues such as Medicare and related healthcare issues facing your parents and parents-in-law.

Top Reasons to Call Us... 866.695.8622

HealthAdvocate.com/members

...and much more

Independent. Confidential. Convenient. Health Advocate is not affiliated with any insurance or third party provider. Health Advocate does not replace health insurance coverage, provide medical care or recommend treatment.

©2012 Health Advocate, Inc. HA-CEM-1202035-2FLY

You could be at risk for developing high blood pressure—or already have it and not even know it. Regular blood pressure checks are especially important if…

• High blood pressure runs in your family

• Your blood pressure is above 120/80

• You’re over age 55 (men), or over age 65 (women)

• You’re overweight, smoke or have other risk factors

Are you at risk?

Stop the “Silent Killer!”

Don’t Delay!

Free Resources Available In partnership with HealthyWomen, the nation’s leading nonprofit health information source for women, we encourage you to download a free “Heart-to-Heart” high blood pressure booklet that offers details about high blood pressure, risk factors, questions to ask your doctor, a tracking sheet and more. http://HealthAdvocate.com/downloads/heart_to_heart.pdf

High blood pressure is a widespread condition affecting 1 in 3 adults in the U.S. But many people don’t know they have it until they find out during a doctor visit. It develops slowly and without any symptoms, and if it’s not treated, it can lead to a heart attack, stroke, or other life-threatening conditions.

High Blood Pressure

Exclusively for Health Advocate Members 866.799.272824/7 Support

Getting checked could save your life! You can have your blood pressure checked in a number of ways. The best way is to have it checked by your doctor or by a trained clinician at a health fair. Walk-in clinics (sometimes called urgent care clinics) are another option—clinicians are on hand for quick, low-cost or free checks.

Help is Only a

Phone Call Away

Help is Only a

Phone Call Away

Help is Only a

Phone Call Away

Help is Only a

Phone Call Away





©2012 Health Advocate, Inc.HA-CM-1206020-1BRO

Welcome toYou have complete access to our comprehensive Core Health Advocacy service at no cost, courtesy of Vanguard. Our program is designed to help you and your family navigate healthcare and insurance-related issues, resolving problems that you may encounter.

This guide provides an overview of how Health Advocate works and the many ways we can help you. Remember, if you have a question or need assistance, we’re a phone call away. We look forward to serving you.

We are here to help youDuring your first call, you will be assigned a Personal Health Advocate (PHA) who will begin helping you right away.

PHAs are typically registered nurses, supported by medical directors and benefits and claims specialists. They’ll help cut through the red tape and help with complex conditions, find specialists, address eldercare issues, clarify insurance coverage, work on claims denials, help negotiate medical bills and get to the heart of your issue.

Navigating the Healthcare and Insurance maze

Your Lifeline for

HealthAdvocate.com/Vanguard




855.424.940024/7 Support

855.424.940024/7 Support

855.424.940024/7 Support

855.424.940024/7 Support

your logo here

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Getting Started: Next StepsHealthAdvocate

Section 7

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To initiate the Empowered Health program and ensure a smooth installation, we would be happy to arrange

a meeting to discuss the following next steps:

Getting Started: Next StepsHealthAdvocate

Finalize the Group Agreement

Select an effective date

Finalize the implementation plan

Training of your management team

Training our employees about your organization

Review communications

Distribution of employee materials

Getting Started:In order to begin the implementation process, please contact:

HealthAdvocate

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health proposal for - health advocate · getting started ... as well as how we assist human...

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