U K

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• U K

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Service Units That Deliver Value
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Self-funded SolutionsOrganization
Corporate Support (Louisville)
Group Set-Up
Plan Loading
Leased Network Adds
Billing Enrollment
Humana Self-funded Service Center

• Louisville
• Implementation Coordinator
• Summary Plan Description
• Claims processing
• Customer service
• Enrollment changes
• Funding (finance)

Medical Management
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Humana Self-funded Solutions Organization
Terri Lacefield Director Self-funded Solutions
Debbie Griffith Manager KY SFS
Richard Preasmyer Finance Manager
Angela Beaver Implementation Manager
Charles Lashley Customer Service Supervisor
Angela Bonner Claims Supervisor
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Dedicated Players for a Dedicated Team

• Customer-centric
• Group Implementation Manager
• Claims
• Customer Service
• Group direct contact
• Financial Reporting
• Billing Enrollment

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Creating Lasting Partnerships - Claims

• Performance Management
• Monthly 11
• Quality Review
• random sample
• high dollar audit

• Financial Operations
• reporting
• Dedicated ASO unit
• Financial Recovery
• Shared Savings
• Advanced Claim Adjudication System (CAS)

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Example of Savings _at_ 20 DiscountOut of Network
benefit
employer bottom line cost Total Savings
1,624.00
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Kentucky Self-funded Solutions Claims
Controllable Cycle Time -2001
Goal 95
Goal 90
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Self-funded Solutions Claims Financial Accuracy
Rates - Kentucky
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Self-funded Solutions Claims Payment Accuracy
Rates - Kentucky
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Creating Lasting Partnerships - Customer Service

• Customer focused
• single level
• one-stop shopping

• Performance Management
• Monthly 11
• Quality Review
• Silent monitoring
• Side-by-side observations
• Closed inquiry audit

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e-Business
Enabling Member Self-service . . .
Jane Doe
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Jane Doe
e-Business
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Kentucky Self-funded Solutions Call Completion
Rates
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Self-funded Solutions Answer Time (Seconds)
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Humana Self-funded Solutions - Service Culture

• Enabled Associates
• customer focus
• e-technology
• performance management
• business and behavioral measures
• S-FAC (Self-funded Action Committee)
• dedicated players for a dedicated team
• we love our customers
• sailing to success
• Built to Last

. . . Solutions in healthcare needs
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John Komp, Dedicated Group Contact Charles
Lashley, Supervisor