1. Intervoices Success with Consumer Directed Health Care Don Brown SPHR SVP Human Resources Intervoice, Inc.

2. Agenda

• Introduction

• Intervoice at-a-glance

• Health care strategy

• Why Consumer Directed Health Care (CDHC)?

• Program strategy

• Program action plan

• Results

• Best practices

• Convincing senior management

• You can do it!

3. Introduction

• Health Care Planning Team (HCPT)

• • Don Brown, SVP Human Resources, Intervoice

• • Carol Cannon, Director of Compensation & Benefits, Intervoice

• • Sharon Wolodkin, Account Executive, UHC

• Partners with United Healthcare since 1997

• Intervoice currently offers three health plan options:

• • POS Base Plan

• • POS Premium Plan

• • Health Savings Account with POS High Deductible Health Plan (HSA w/HDHP)

• Being a software company, we have used our health plans to attract and retain top talent by offering an overall benefits program better than that of our competitors

4. Intervoice at-a-glance June 7, 2009 Company Confidential

750+ employees

Over 5,000 customers in 80 countries served

100+ channel and technology partners for worldwide sales and distribution

$200M+ revenue (FY08)

25 years in the contact center and mobile messaging markets

Leader in IVR/Voice Portal space per Gartner and other industry analysts

Technology innovator: 125+ patents awarded or pending worldwide

Host more than 1 billion minutes annually

Solutions supporting more than 200M communications subscribers globally

Over 550 speech implementations

77 of the Fortune 100

30 US Government Agencies

102 mobile operators globally

90% of the Chinese banking market

Market Leader Key Facts About Intervoice Clients Served Global Presence 5. Health care strategy

..is to promote the engagement of our employees as active participants in the process of making their own health care decisions, by providing the information, programs, tools, choice, flexibility, and independence they are increasingly demanding, which allows them to make health care decisions that are both value-conscious and, most importantly, best for the employees and their families.

6. Why CDHC?

• Double digit renewals for health plans year over year

• CFO constantly wanted to cut spend

• Employees wanted to keep the same level of benefits without increasing costs

• Recruiters needed a better than market health plan to continue to keep our benefits friendly position in the industry

• HCPT believed that CDHC was the way forward to facilitate a win/win for all stakeholders

7. Program strategy

• Drive traditional enrollment to HSA w/HDHP over time

• Keep or enhance benefit levels

• Hold health care spend flat or below trend

8. Program action plan - 1st year (CY 2006 renewal)

• Moved from fully insured to self insured

• Introduced HSA w/HDHP as third health plan option

• Made the HSA w/HDHP very attractive

• • No employee premium contributions

• • • Increased premiums under traditional plans

• • Same network and covered services in place for all plan options

• • Max out-of-pocket (OOP) and deductible were one in the same at the individual and family levels

• • • Individual - $2,000

• • • Family - $4,000

• • • No coinsurance after max OOP/deductible (aggregated for family)

• • • Rx is included

• • • Preventive care at 100%

• • Company contributed 30% of OOP/deductible into HSA

• • • $600 Individual

• • • $1,200 Family

9. Program action plan - 1st year (CY 2006 renewal)

Communication and Education

• Introduced the concept of CDHC to employees

• UHC account executive presented an overview of CDHC and HSA to our employee base

• Explainedwhy we were implementing CDHC

• • Keep or enhance benefit levels

• • Hold health care spend flat or below trend

• • Convince employees that this is really their money

• Introduced wellness and CDHC as the way of the future

• • Employees needed to be savvy health care consumers

• • Plan participants needed to adopt healthier lifestyles

10. Program action plan 2nd year (CY 2007 renewal)

No changes to plan designs, premiums, or HSA Company contributions!

• Immature year

• Performed well with claims experience

• Employee survey showed strong support of HSA w/HDHP

• • Physician responses favorable

• • Administration of HSA account was easy

• • Claims processing was very good

• • Most employees would recommend the plan to coworkers

• • Good percentage of employees had $ to carry over

• • Would reenroll if same plan design was available

• Conducted thorough analysis of health plan data and cost drivers

• • Findings warranted no changes

11. Program action plan 2nd year (CY 2007 renewal)

Communication and Education

• Introduced smart health consumerism

• • Implemented Care24 Training Programs

• • Introduced through account executive the myUHC.com

• • • Drug cost analysis

• • • Estimates on procedures

• • • Understanding the EOB

• • • Finding the best physician

• • • Health topics

• • Incented all employees to complete the health assessment by providing $25 AMEX gift card

• • • 38% participation rate

• • Held annual health fair with UHC recommended coordinator

• • Company sponsored flu shots

12. Program action plan 2nd year (CY 2007 renewal)

Communication and Education

• Created a site on our employee portal dedicated to health, wellness, and the HSA

• Introduced a monthly email to employees focused on our health plan and wellness initiatives

13. Program action plan 3rd year (CY 2008 renewal)

2007 was a banner year; however, medical trend was up at 12.5%

• Renewal was 10.85%, mostly driven by the traditional plans

• No changes to plan designs

• Drove increased participation to HSA w/HDHP and wellness

• • Health assessment completed (95%)

• • • Premium rates no change

• • • HSA Company contributions no change

• • Health assessment NOT completed

• • • Traditional base plan premium rates increased 15%

• • • HSA Company contribution reduced 50%

• • • Premium traditional health plan not offered

14. Program action plan 3rd year (CY 2008 renewal)

Communication and Education

• Introduced WELLNESS with major emphasis

• • Light bulb for wellness came on after attending a UHC sponsored event

• • Implemented a know your numbers campaign

• • • Company paid for employee and spouse

• • • Onsite or reimbursed for remotes

15. Program action plan 3rd year (CY 2008 renewal)

Communication and Education

• Introduced WELLNESS with major emphasis

• • Implemented LifeSmart

• • • Health Smart + Live Smart = LifeSmart

• • • Company subsidized membership to nation wide fitness clubs

• • • Health assessment with telephonic coaching

• • • Launched the AHA Start program

• • • Created both indoor and outdoor walking paths/trails and encouraged participation

• • • Company sponsored flu shots

• • • Posted hand washing procedures in rest rooms

• • • Installed alcohol based hand sanitizer dispensers throughout the facilities

• • • Continue with Care24 Training Programs and myUHC.com

• • • Continue with health fair and UHC recommended coordinator

• • • Focus on all participants, not just the employee

• • • Help participants identify modifiable health risks early to improve long term quality of health

• • • Notified employees of local health related community events

16. Results - Enrollment by plan type 17. Results - annual plan expenses PMPM 18. Best practices

• Communicate, communicate, communicate

• Educate, educate, educate

• Include the communication and education initiatives as part of benefits administration teams annual goals

• Buy in from employees up front is paramount

• Implement right the first time

• Focus on the family

• Continuous feedback - survey participants

• Partnership with finance, HR, and health plan provider

• Must manage three year rolling plan

• Good access on claims, employee, and financial data

• Invest in wellness at a minimum of 4% F&V costs

19. Convincing Senior Management

• Must have creditability with your CFO up front

• Agree on a budget first based on renewal and trend

• Model enrollment participation, plan costs and employee premium rates to drive the mature expected plan expensesslightly below the budget and the CFOs expectations

• Start small and show the long-term value proposition

• Be willing to make managing your overall health care spend part of your bonus

• Use this presentation or other similar presentations to show the advantages of adopting CDHC

20.

You can do it!