Marsh and McLennan Companies 2018 Overview: Best Doctors, Health Advocate, Cigna and MSK Direct October 12, 2017
Agenda 1 Welcome 2 Best Doctors 3 Health Advocate 4 Cigna EAP 5 MSK Direct 1
Best Doctors Overview
Best Doctors Agenda 1 Why Best Doctors? 2 Who is Best Doctors? 3 What Services are Provided by Best Doctors? 4 Commonly Asked Questions 5 Member Resources 3
Your solution to medical uncertainty Presented by: Dominique Maxey Account Executive 4
Why Best Doctors? 5
It affects employees, families and coworkers Most Americans will encounter at least one diagnostic error in their lifetime, sometimes with severe consequences for their physical and mental health. National Academy of Medicine 6
Best Doctors provides a solution Best Doctors identifies and solves the most complex, critical and costly problems in health care by combining data analytics and top clinical talent with a highly personal methodology across a global network. 7
Who is Best Doctors? 8
Best Doctors puts your case in front of the very best Best Doctors is an expert medical review service and so much more. With Best Doctors, you can have your medical case and questions reviewed by a carefully selected expert physician 1 who specializes in your condition all without the need for additional appointments, travel, or leaving your current network. 1. Gallup has audited and certified Best Doctors, Inc. s database of physicians, and its companion Best Doctors in America List, as using the highest industry standards survey methodology and processes. 9
Case impact In 2016, Best Doctors made an incredible impact on member cases 45 % Corrected or refined diagnosis 75 % Corrected or refined treatment 10
Why people request a Best Doctors review Questioning the need for surgery Don t understand diagnosis Skeptical about doctor s advice Need help deciding among multiple treatment options No diagnosis Symptoms not improving 11
What services are provided by Best Doctors? 12
InterConsultation Your solution When you need to be sure Best Doctors will collect your medical records, tests and pathology samples and have them reviewed by a world-renowned expert physician who specializes in your condition. The expert will make sure your diagnosis is accurate and you have the best treatment options. How the Process Works: 1. Contact Best Doctors and speak with a Best Doctors clinician. 2. With your permission, Best Doctors collects your relevant medical records. 3. Best Doctors creates your clinical summary and selects the most appropriate expert to review your case. 4. Your case is sent to and reviewed by an expert physician who specializes in your condition. 5. You receive a full report outlining your clinical summary, the Best Doctors expert s findings and any suggested next steps. 13
Critical Care Support How the Process Works: Your solution When it s urgent Call on Best Doctors for guidance if you experience a medical event that requires emergency treatment, intensive care or an extended hospital stay. Best Doctors will immediately get an expert involved in your case and work with your local medical team to get you the best care. 1. If you are admitted to the hospital for an acute medical event, you or your family member calls Best Doctors. 2. Best Doctors starts collecting your medical records immediately upon receipt of a medical release. If necessary, we coordinate with a local Nurse Case Manager to assist with medical record collection. 3. Best Doctors selects a critical care/trauma expert for your care. The expert reviews your medical records and develops treatment plan recommendations. 4. Your Expert Report, with immediate and long-term recommendations, is shared with you and your local treatment team. 5. The Best Doctors expert collaborates with your treating physician and team. 14
Ask the Expert Your solution When you need answers When you have a question about a medical condition, treatment option or symptom, Best Doctors will take the time to listen and an expert physician will provide a personalized response. No needless worrying, wondering or wandering the web for answers. How the Process Works: 1. Contact Best Doctors and a member of the Best Doctors clinical team conducts an in-depth discussion with you to determine your questions and gather any necessary medical information. 2. Your questions and medical information are sent to a Best Doctors expert for review. 3. You receive a report with the expert s answers with suggestions for treatment options. 15
FindBestDoc Your solution When you need a specialist The Best Doctors in America database includes over 50,000 of the world s top physicians. If you need to visit a specialist, we will search to see if any of our doctors meet your criteria, practice within a distance that works for you and are covered by your insurance plan. How the Process Works: 1. Contact Best Doctors, and the clinical team gathers your basic information. They take into account your age, medical history and other health conditions, as well as your preferences in terms of location, experience, gender or specialized expertise. 2. Best Doctors searches its Best Doctors in America List to find several doctors that best fit your specific search requirements. 3. Best Doctors provides you with a list of doctors who match your criteria, giving you the flexibility to choose the right physician and schedule an appointment at your convenience. 16
Commonly asked questions Do Best Doctors services cost me anything? No. Best Doctors is an employer-provided benefit and is available at no cost to all eligible members and their eligible dependents. How does Best Doctors work with my doctor? We only share our findings with you. If you would like us to share our Expert Report with your treating physician, we are happy to do so with your permission. Do I have to follow your expert s recommendations? No. The information you receive from Best Doctors is intended to help you make informed decisions regarding your diagnosis or treatment plan. You and your treating physician remain in full control of your next step(s). What types of medical conditions qualify? Best Doctors provides services for a wide range of medical conditions from everything from back pain and sports injuries to chronic diseases and life-threatening illnesses. Best Doctors does not currently provide services for mental health disorders, as in-person evaluations are more appropriate. Who collects my medical records if they are needed? Best Doctors can collect all of your relevant medical records, including test results, imaging studies (X-rays, MRIs, etc.) and any other necessary information. What about my privacy? Best Doctors complies with all relevant state, national and international laws and regulations, including the U.S. Health Insurance Portability and Accountability Act (HIPAA) of 1996. Who are the doctors Best Doctors uses? The Best Doctors in America database includes the world s top medical specialists. They are selected by other doctors through a comprehensive, Gallup -certified review process they are the doctors other doctors trust most. Do I need to travel to see the Best Doctors expert? No. All communication with Best Doctors is done over the phone or the internet. There is no need for additional travel or doctor appointments unless the expert s recommendation is to undergo an additional test. 17
Excellent experience! My complex condition required an expert opinion by a world expert, and that's what I got. Best Doctors delivered on their promise. Best Doctors member, 2016 18
Thank you. For more information, visit http://bestdoctors.com/healthymemmc Enjoy this video from Best Doctors 19
Health Advocate Overview
Health Advocate Agenda 1 Health Advocate Overview 2 Who are Personal Health Advocates? 6 Online Member Experience 7 Always at Your Side 3 Privacy and Releases 4 How Does the Health Advocacy Service Work 5 How We Help 21
Leslie Miller Account Executive Heather Schreiber Client Service Manager 22
Health Advocate Overview Personal Health Advocates help employees and their eligible family members navigate healthcare and insurance related issues. Help with complex conditions Find the right doctors, including specialists Address eldercare and parenting issues Clarify Medicare programs Help resolve insurance claims and billing issues Locate the right services at the right time 23
Who are Personal Health Advocates? Personal Health Advocates are typically experienced registered nurses, supported by a team of medical directors and benefits and claims specialists, and know the ins and outs of complicated systems to get the right answers, quickly and efficiently. October 20, 2016 24
METRICS Private and Confidential We protect employees privacy All healthcare information is kept strictly confidential We fully comply with the federal Health Insurance Portability and Accountability Act (HIPAA) A Medical Authorization release form may be needed in order for your Personal Health Advocate to work with providers on your behalf. The one-page form can be downloaded from member website or emailed, mailed or faxed to employee to complete and return 25
How does the Health Advocacy service work? Call the single, toll-free number Member is assigned to a Personal Health Advocate Same Personal Health Advocate works with the member until the issue is resolved; available for follow-up Health Advocate is available to Marsh and McLennan Companies benefits-eligible employees and family members, including their spouse/domestic partner and children, as well as parents and parents-in-law. 26
How We Help Find the right doctors, hospitals and other healthcare providers; expedite appointments Explain complex medical conditions; research and locate the latest treatments Coordinate care and schedule follow-up visits; facilitate second opinions; transfer X-rays and medical records Arrange treatments and tests; answer questions about results, treatment options and prescribed medications Clarify benefits including copays; help facilitate access to appropriate care Offer personal contact with Registered Nurses to support treatment decisions Resolve insurance claims; negotiate billing arrangements Help locate eldercare services including assisted living and adult day care; address other issues facing parents and parents-in-law Provide support for disabilities and special needs, such as autism Help with the transition to/from leaves of absence * Based upon receipt of group s claims and utilization data
Online Member Experience New website and mobile app View alerts from your company Instantly upload documents and forms View the status of a case in real time Use the medical checklist builder to get prepared for doctor appointments Access useful health information 24/7 personal support is just a call or click away Choose methods of communications that are right for you Any Issue, Anytime, Anywhere.
How to access your new member website and mobile app Visit HealthAdvocate.com/healthymeMMC Download the Health Advocate app on the App Store or Google Play
Always at Your Side Health Advocate will always be there to serve as an ongoing resource for your employees and their family. No matter the question or issue, Personal Health Advocates will provide answers and assist with all of their healthcare needs. Contact Us. Anytime. 866-799-2488 Monday through Friday from 8:00 a.m. 12:00 a.m. ET (5:00 a.m. 9:00 p.m. PT). Staff is also available after hours and weekends. Visit us online at: HealthAdvocate.com/healthymeMMC October 20, 2016 30
Thank You 31
Cigna EAP Overview
Cigna EAP Agenda 1 Cigna EAP: Introduction 2 Cigna EAP: Benefits Overview 3 Cigna EAP: Ease of Access 33
Employee Assistance Program For Marsh & McLennan Companies Presented by: Jill Staloch, MA, LPCC Account Manager
Cigna Employee Assistance Program (EAP) Life. Just when you think you have it figured out, along comes a challenge. We will listen and help you with that Whether your challenges are big or small, the Employee Assistance Program can help. October 20, 2016 35
Cigna EAP: Benefits Overview Confidential Available 24 hours a day, 7 days a week: 1.800.382.3432 Offered by Marsh & McLennan at no cost to you Available to employees, your family and household members, regardless of medical coverage Crisis triage and assistance Face-to-face or video based counseling - Up to 5 sessions per issue per person per year - Access to EAP network clinicians across the United States close to home, work, school or when traveling 36
Cigna EAP: Benefits Overview Unlimited telephonic consultation - For immediate and urgent concerns - For convenience EAP Webcasts - Access via smartphone, tablet or desktop - Live or on demand Online resources and tools - Managing Stress Tool Kit - Provider search and online authorization - Resources for Kids, Teens and Young Adults - Disaster Resource Center - Self-assessment tools 37
Cigna EAP: Benefits Overview ID Theft & Fraud Support Consultation with a fraud resolution specialist Can be used proactively to learn how to better protect yourself or if you become the victim of ID theft Legal Consultation Services* Free 60 minute consultation with local network attorney with 25% discount on fees if retained Family law divorce, custody, child support Housing and real estate Landlord/tenant disputes Wills * Not available for consultations about employment law 38
Cigna EAP: Benefits Overview Financial Consultation Services - Free 60 minute phone consultation with a financial specialist - Credit management - Debt counseling - Budgeting techniques - Restoring credit - 401(k) investing - Home refinancing - Student loans - Retirement planning - Divorce planning - Tax planning and preparation with a 25% discount 39
Cigna EAP: Ease of Access 1.800.382.3432 or log in to CignaBehavioral.com Employer ID: mmc Take a deep breath. We re here to help. Contact us any day, any time. October 20, 2016 40
MSK Direct Overview
Presented by: Emily Kauff Director of New Market Strategy
43 A G E N D A About Memorial Sloan Kettering MSK Locations MSKDirect Program Overview»How to Contact MSKDirect»Questions
44 About Memorial Sloan Kettering Memorial Sloan Kettering Cancer Center (MSK) is the world s oldest and largest private cancer center, devoting more than 130 years to patient care and research. MSK is consistently ranked among the top hospitals for adult and pediatric cancer care in the United States. Through MSK, MSKDirect is a program that can provide you with direct access to a team of dedicated professionals who specialize in navigating the cancer treatment process.
MSK Locations 45
MSKDirect Program Overview Exceptional Cancer Care, Simplified. Awareness Support Speed 46
47 MSKDirect Program Overview Effective September 1, 2017 Direct access to a team of dedicated professionals at MSK who will guide you through the cancer treatment process and help oversee the coordination of your experience every step of the way Team includes experienced nurses, social workers and MSK Care Advisors Offers you a timely and convenient appointment with a specialist within two business days of speaking with a representative (subject to availability of your medical records, your ability to travel to MSK, and health insurance coverage for care at MSK) All US regular employees, along with eligible family members, a spouse/domestic partner, children, parents and parents-in-laws are eligible to receive assistance through MSK Direct, subject to the individual having medical coverage that covers care at MSK No cost to you for using MSKDirect services
MSKDirect Program Overview Appointments Answers Diagnostics Referrals Offer you a timely and convenient appointment with a specialist within two business days of speaking with a representative (subject to availability of your medical records, your ability to travel to MSK, and health insurance coverage for care at MSK) Answers to general questions about cancer treatment and the cancer treatment process Help gather medical records in advance of your first appointment For those who are unable to travel to MSK or do not use an MSK facility, a referral for a local provider outside of MSK Introduce you to MSK facilities and the clinical teams that will be handing your care Confidentiality: Your privacy is guaranteed just as it is for your other health information. Reporting of information adheres to strict Health Insurance Portability and Accountability Act (HIPAA) privacy laws. Your specific name and medical information will NOT be shared with anyone without your prior authorization, and will never be shared with Marsh & McLennan Companies. Only non-identifying and aggregate information will be used for program evaluation and improvement purposes. 48
49 How to contact MSKDirect The Team is here for you. Hours*: Monday through Friday 8:30 am to 5:30 pm *Messages left outside of normal hours of operation will be returned the next business day