2. today’s SPEAKER David Koterba Senior Vice President – Healthcare Solutions Merrill Corporation @merrillconnect #enrollmentcomplete

3. sessionOBJECTIVES Objectives: Review the changes impacting the 2012 Annual Enrollment Period Identify the keys to effectively managing change Discuss detailed action items for enhanced communications Goal: To think differently about how current enrollment Processes can redefine your members’ enrollment Experience

4. 2012 ENROLLMENT CHANGES AT-A-GLANCE EVOLVING REGULATIONS QUALITY & COST CONTROLS COMPRESSED TIMELINES Health Plans are forced to do more with less, at a lower cost!

5. evolving REGULATIONS Ad-hoc communications definitions Customer service correspondences pertaining to unique questions or issues affecting small groups of enrollees Additional formats to convey information to members with disabilities Braille, Large print, Translations Disclaimer Translations Translated disclaimers required under English disclaimers in member materials

6. quality & cost CONTROLS Newly defined cost structures have changed the breakdown of Medical Loss Ratios (MLRs) For 2011 and moving forward, plans must operate within an 85/15 split Reduced allocation for staffing, overhead and marketing expenses force plans to look for cost-controlling marketing and communication options that won’t detract from the member experience STAR Rating to be included in pre-enrollment materials as well as on ‘Medicare Plan Finder’ website

7. compressedTIMELINES

9. keys TO EFFECTIVELY MANAGING CHANGE

10. keys to EFFECTIVELY MANAGING CHANGE Managing disparate data into a singular workflow: Bring all relevant data into a single production data repository (PDR) Normalize the data and then run advanced data quality processes against this consolidated view Tag each data record with a 2-D barcode Reporting becomes more streamlined, efficient and is able to deliver advanced business intelligence

12. Keep communications assets in an environment that allows for tight version control

14. Organize data, campaigns and distributions that accommodate tightened SLA’s and reporting requirements

16. Maintain a real-time view into your materials usage, availability and distributions

17. Use historical usage and business intelligence to tighten print orders and set re-order points driving down overall costs

19. Utilize Inventory, Agent /Broker, Detailed Pre and Post Enrollment usage reports to effectively manage costs

20. Leverage workflow production reports to further enhance efficiencies based on new market realities

22. enrollment BEST PRACTICES Manage various data sources through an advanced PDR to normalize, standardize and report on via 2-D barcoding Create highly personalized and targeted enrollment communications to provide strong member materials Ensure that enrollment workflows are designed to combine personalized and static materials in a single production run Maintain accuracy, quality and strict adherence to established service level agreements throughout the enrollment process Ensure communications are tracked, reported and archived at the record, page and piece level

23. thank YOU

24. 866-367-9110 | contactMCS@merrillcorp.com | www.merrillcorp.com/enrollment-complete