May 17, 2017

Workers’ CompAnd Auto No-faultDivision Town Hall

A bit of housekeeping

Webinar controls

Questions will be answered at the end of the presentation as time allows or we will get back to you afterwards.

Recording

Please note, while today's Town Hall webinar is being recorded, the Q&A portion of our discussion is not.

Type your questions here

Sample of Webinar Controls

Topics for discussion

Welcome

Since our last Town Hall

Divisional address

Value story panel

State of the business

Recognizing service and performance

Vital Signs Tiger Team update

12345678 Q&A, Adjourn

Chris JohnsonChief Operating Officer

Since our last Town Hall…

Growth Retention

We are cultivating a rich sales pipeline with an unprecedented number of proposals in process and are implementing new clients.

We continue to conduct strategy and stewardship meetings with our clients and are collaborating in a variety of ways. One example: the WTCHP Town Hall hosted in Tampa last week.

Communications initiatives Other activities

Know Your LeaderMonthly ExchangeAncillary portal naming contest

RIMS annual conferenceNPS spring survey Vital Signs Tiger TeamRefining value propEnhancing stewardship reporting

RIMS 2017

Net Promoter in Action

Survey Participation

Survey responses received

Response rate

Surveys launched to adjusters and decision makers.

68

17%Target = 25%

Workers’ Compensation Auto No-Fault – NPS Spring Wave

Not at all likely ExtremelyLikely

Detractors Passives Promoters

0 1 2 3 4 5 6 7 8 9 10

% Promoters – % Detractors = Net Promoter Score

“If given the opportunity, how likely is it that you would recommend Optum to a colleague or friend?”

37% (promoters) – 21% (detractors)

21% 43% 37%

World Trade Center Health Program Open House for beneficiaries

Andrew LewisVP, Human Capital

Bill ErwinVP, Operations

Brett DrexeliusChief Sales Officer

Chris JohnsonChief Operating Officer

David FarmerChief Financial Officer

Eric GwynnChief Information Officer

Jay KruegerHead of Strategy and Product Development

Jeannine FosterSVP, Account Management

Jessica BartellVP, Provider Relations

Jim AndrewsEVP, Clinical Services

Joe PaganoEVP, Managed Care and

Settlement Solutions

John BencivengaChief Legal Officer

Sarah BergerVP, Marketing and Communications

Tron EmptageChief Clinical Officer

Meet our division’s leadership team

New CEO

?

Jay Krueger

Starting a new adventure

David YoungPresident

Jay KruegerHead of Strategy and Product Development

David W. YoungPresident

1

2

3

4

5

Our way forward

Acknowledgment

Who Are We?

Organizational Alignment

Our Tool Box

Personal Litmus Test

A legacy of service and performance

Who is the workers’ comp and auto no-fault division?

Customer-centric values are a key to our success

We have an exciting opportunity to disrupt our industry

Did I do my best today?

Did I honor my commitments to my “Customers”?

What did I learn today?

How can I use that learning experience to better the organization?

Did I/we make incremental progress toward my/the organizations goals today?

Look in the mirror. That’s your competition.

Sarah BergerVP, Marketing and Communications

Helping to make the health system work better for everyone

CARE DELIVERY INDIVIDUALSLIFE SCIENCESHEALTH PLANSEMPLOYERSPROVIDERS

aligned physicians in 26 markets

million empowered consumers

organizations around the globe

health plansof Fortune 100U.S. hospitals

1004/5 1154/5 300 20K

Data and analytics

Pharmacy care services

Populationhealth management

Health care delivery

Health careoperations

Our division’s value prop and story

• Emphasizes the concepts of smarter, easier and healthier in the context of workers’ comp and auto no-fault, and the enemies we face daily, such as:

− Overutilization

− Rising costs

− Lack of visibility and/or insight

− Incomplete information

− Resource limitations

− Fraud, waste, misuse and abuse

• Opportunity to simplify our messaging for greater impact and disrupt the market.

• Will help ensure our story is delivered clearly, cohesively and consistently.

Tron EmptageChief Clinical Officer

Our panelists

Stacey McKeeVP, Account Management

Craig RoubinekVP, Operations

David FarmerChief Financial Officer

Chris JohnsonChief Operating Officer

MBO update

#1 Financialperformance

#2 Operationalefficiency

#3Innovation

#4 Quality and compliance

#5 Leadership and people

Protect our current business

Grow our business

Improve and achieve IOI

Integration

Improve, refine our value prop

Create scale,standardization

Cost improvements

KPIs

92.5%calls answered

in 20 sec. or less

1.1M+ calls

Global ops plan

New and refined capabilities,

products and services

Product assessments

Product rationalization

End-state strategy

Doing it right the first time

NPS

Stewardship reporting

Portfolio quality targets

Avg. QA 97.5%

88% pass QA

Enhance employee

engagement and communications

Know YourLeader

Monthly Exchange

Monthly Highlights

Vital Signs

Andrew LewisVP, Human Capital

Sarah BergerVP, Marketing andCommunications

Bravo!

Bravo! is our company’s global employee recognition program, which provides an opportunity for UnitedHealth Group employees to recognize others and be recognized themselves for demonstrating any one of our values:

• Integrity

• Compassion

• Relationships

• Innovation

• Performance

or for collaboration and leadership in the work we do every day.

524Bravo! awards earned by associates in our division

March 1 to May 15

Second quarter service anniversaries

One year Five years Ten years Fifteen years

84individuals celebrating

one year of service with our division

31individuals celebrating five years of service

with our division

30individuals celebrating

ten years of service with our division

7individuals celebrating fifteen years of service

with our division

• Rufina D Pachla, 21 years

• Leslie A Riviello, 22 years

• Mayra C Francisco, 22 years

• Carolyn L Rogers, 22 years

• Deloris S Hadnot, 22 years

• Corby L Bellamy, 23 years

• Eric A Gwynn, 23 years

• Constance C Pinardi, 25 years

• Catherine K Kwong, 26 years

• Pamela Vanvaerenbergh, 27 years

• Lisa A Vanvaerenbergh, 27 years

• Amy Greenwalt, 28 years

• Daphney Laronde, 29 years

Twenty years of service or more

Aster Awards winnerThe Aster Awards is the nation’s most elite competition dedicated to recognizing the most talented healthcare marketing professionals for outstanding excellence in advertising, marketing and communications.

Award: GoldEntry Name: Moving Beyond OpioidsGroup: OtherCategory: Other/Misc.

Award: SilverEntry Name: WC continuing education program visual entryGroup: OtherCategory: Pharmaceutical education, single

Seth WalkerSenior Statistical Analyst

Matt MalzahnManager, Operations

Identifying ways to improve employee engagement

Diana Gamble Manager, Telephonic Services

NPA

Joe HallManager, Operations

TPA

Adam LeflerClinical Pharmacist Telecommute

Kelly GrantDirector, IT PMO

DULShane Fordham

National Accounts Director Telecommute

Starr BrimhallDirector, Operations SLC

Becky RobertsonManager, Operations

PRC

Barrett RifeManager, Operations

MEM

Seth WalkerSenior Statistical Analyst

WSV

Matt MalzahnManager, Operations

WSV

Jessica WinnerNational Accounts Director

WSV

Joe Pagano – Exec SponsorEVP, Managed Care and Settlement Solutions

NPA

2016 OWCA Results

Unified Execution Strategies for Implementation

Dimensional Focus Areas Based on Common Themes

Approach and Methodology

Challenge definitionReport labels and items of focus from Vital Signs

Recommended solutions to Executive Team

CommunicationInnovation and

Performance Support Employee Recognition

Recommendations

Create On-Demand learning program and establish a space on Hub Connect

• Interactive Models implemented by the enterprise learning team e.g., job aids, video, webcasts, learning lames, etc.

Optum Workers’ Comp Story Brochure

• Develop a Optum Work Comp Story brochure

• Distribute to all division employees through direct leadersCommunication

Shark Tank Panel

• Associates enroll on the HUB (long term) / Xchange

• Pitch ideas directly to OWC VPs / Executives

• Pitch either as a group or individually

• Receive feedback (implement, explore, decline)Innovation and

Performance Support

Manager-requiredLearnSource courses

• Leverage existing resources to educate managers to wide range of tools available through UHG

Virtual Forum via telecommuterWebEx meetings

• Regularly occurring virtual telecommuter meetings

• Live and recorded versions

• Issues, concerns, articles, professional development, content specific and unique to telecommuters

Create distribution email for telecommuter questions and suggestions

Employee Recognition

The Way Ahead

Create On-Demand learning program and establish a space on Hub Connect

• Tiger Team: Communication group will work to connect the Enterprise Learning Team and Marketing to establish the Work Comp division Hub Connect space and content; aim is launch in Q3 – 2017.

Optum Workers’ Comp Story brochure

• Tiger Team: Communication group will work with Marketing to tune brochure to incorporate all areas of WC Division, then publish and distribute in Q3 - 2017Communication

Shark Tank Panel• Pilot program and marketing campaign this fall

• Target go live/implementation in 2018

Manager-requiredLearnSource courses

• Managers will receive curriculum of core courses to develop understanding of available tools

• More consistent recognition of staff accomplishments

Virtual Forum via telecommuterWebEx meetings

• Pilot a series of 30-minute meetings via WebEx

• Rollout of group Email to better reach and specifically address our wide base of telecommuters

Create distribution email for telecommuter questions and suggestions

Employee Recognition

Innovation and Performance Support

Thank you for your participation.

Have a question or comment about today’s presentation?

Send an email with “Town Hall Question/Comment” in the subject line to: OWCACommunications@optum.com.

About Optum for Workers’ Compensation

The workers’ comp division of Optum collaborates with our clients to deliver value beyond transactional savings while helping ensure injured workers receive safe and effective clinical care.Our innovative and comprehensive medical cost management programs include pharmacy, ancillary and managed care services from first report of injury to settlement.

Optum and its respective marks are trademarks of Optum, Inc. All other brand or product names are trademarks or registered marks of their respective owners. Because we are continuouslyimproving our products and services, Optum reserves the right to change specifications without prior notice. Optum is an equal opportunity employer.

© 2017 Optum, Inc. All rights reserved.