Transcript Agenda - Constant Contact

DirectHealth.com & Walmart's
Healthcare Opportunity
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Agenda
Oursurance Overview
Implementation Changes & Opportunities
Walmart Oursurance Long-Term Strategy
In the long term, Oursurance will redefine insurance distribution by creating a platform that provides Walmart’s
customers with solutions that offer value and simplicity, consistent with Walmart’s corporate mission of “Save
Money. Live Better.”
Oursurance Strategy & Goals:
User Interface:
• EDUCATION: Provide best in class services and
information to Customers seeking guidance with their
insurance choices.
• SIMPLICITY: Creation of a simplistic multi-channel
platform that enables apples-to-apples comparison of
insurance options.
• INCLUSIVITY: Aggregate a vast array of insurance
policies to ensure depth and breadth of healthcare
options. Ensures Customer's ability to select the best
plan for them.
• DISRUPTIVE VALUE: Lower distribution costs via
reduced commissions will allow providers to reduce
rates or add services.
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2014-2015 Strategy
Oursurance will launch a multi-choice health insurance enrollment platform – called DirectHealth.com – by
2014-2015’s Open Enrollment period.
2014-2015 Goals:
• Development of a multi-channel platform for Customers to explore and enroll in a
healthcare option of their choice.
• Creation of a simplistic Online User Interface enables and unbiased, apples-to-apples
comparison of health insurance options.
• Establish processes for Agents (In-Store; Call Center) to facilitate an understandable
Customer experience and healthcare enrollment.
• Foster carrier relationships and secure commitments to offer unique healthcare solutions
for Walmart customers in future years.
• Closely assess program performance and success – by channel and carrier – to mold future
enhancements and offerings.
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Year 1 Solution: In-Store Trials
Several solutions will be trialed to establish presence in Walmart’s 4,000 stores during Open Enrollment.
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+65
Significant InStore FMO Agents
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10/15 – 12/7
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<65
11/15 – 2/15
Limited In-Store
FMO Agent Tests
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When No Agent is In-Store
Testing In-Store Customer Assistants who will:
Route to Call Center
Route Online
Request Call Center Customer Call Back
Schedule In-Store Appointments
Customer Assistants
Testing using assistants who will:
• Route to Call Center
• Route Online
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Agenda
Oursurance Overview
Implementation Changes & Opportunities
2014-2015: New Over 65 Initiatives
Items that will be added to the Walmart & Oursurance initiative that were not included in previous years:
Choice Model:
1. Direct Health will offer a choice model, with competitive plans in all markets.
Marketing:
2. Walmart $17M marketing budget dedicated to driving awareness.
3. Educational materials and support from Healthcare Begins Here.
4. Consistent location in the store for Large kiosks, located in close proximity to Pharmacy.
E2E Store Engagement:
5. Walmart Associate training and engagement.
6. Pharmacists provide Customers with available plans and direct them to a licensed Direct Health agent.
7. In-Store Tax Advisors analyzes Customer tax needs and directs them to a licensed Direct Health agent.
8. Better store manager support with a Walmart corporate mandate.
Oursurance Support:
9. Oursurance logistical support (i.e., Regional Managers; Admin Support for In-Store Set Up & Issues).
10. Provide robust Over 65 enrollment platform.
11. Oursurance carrier training and appointment coordination.
12. Potential agent receipt of TRANZACT leads for program participation.
13. More fair distribution of the quality stores.
Appointment Scheduling:
14. In-Store Agents permitted to schedule In-Home appointments.
15. Ability to schedule Over 65 In-Store appointments from the Call Center or Online.
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Over 65 Choice Model
Choice Model
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Aetna
Blues – working on finalizing
region by region
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Coventry
Health Alliance Medical Plans
Cigna
Humana
Medica
United Healthcare
WellCare
Health Net
Kaiser
Highmark
Med Supp Carriers:
PDP Carriers:
MA Carriers:
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Aetna
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Aetna
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Blues – working on finalizing
region by region
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Blues – working on finalizing
region by region
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Coventry
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Health Alliance Medical Plans
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Express Scripts
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Cigna
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Health Alliance Medical Plans
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Humana
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Cigna
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United Healthcare
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Humana
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Mutual of Omaha
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United Healthcare
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Colonial Penn
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WellCare
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Marketing Efforts
Walmart plans to spend $17M in marketing to promote Direct Health and Health & Wellness in and
out of the store.
Television
Displays
Signage &
Smart TV
Walmart.com
PR
Healthcare Begins
Here
Events
Social
Media
Digital
Print
Associate
Engagement
DM &
Email
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Healthcare Beings Here: Strategy
A significant portion of Walmart’s marketing budget will be focused on healthcare education via its website
www.healthcarebeginshere.com. Healthcare Begins Here will route Customers to Direct Health for enrollment.
Healthcare Begins Here Strategy
Inform & Educate
Awareness
Develop offline, online, and
in-store communications
that inform and educate
patients of our insurance
products and health &
wellness services.
Connect
Engage
Integration
Conversion
Leverage relevant
programs and experiences
to promote health insurance
enrollment and health &
wellness services.
Maximize encounters to
drive insurance product
selection and pharmacy
patient acquisition.
Plan Parameters
Geography
National
Target
Budget
Timing
Adults 18-64
Adults 64+ (Medicare D)
Corporate: $17MM
Week 33 - Week 8
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Healthcare Begins Here: Detailed Marketing Plan
Inform & Educate
Engage
Connect
Awareness
Integration
Conversion
National Network /Cable TV
o 3x :30s leverage highly targeted
networks.
In-Store
o Promote HBH throughout store.
o Kiosks supported with directional
signage.
o Standees, posters and flyer cards
at critical traffic points
o Bow-flags and banners to
prompt customers to visit the
kiosk.
Targeted Email
o Targeted email to 18.5MM
Walmart Customers:
o Launch
o Bi-weekly emails to Customers
who searched health &
wellness categories.
Print
o Promote HBH in print vehicles:
o Week Circular (50MM HHs)
o H&W FSI (45MM HHs)
o Sunday Supp (55MM HHs)
Digital Display
o Targeted banners to the 39MM
people 18+ who have search for
health insurance.
Social
o Engage the 34MM Walmart
Facebook fans, 3MM Twitter
and 2MM Instagram followers.
Pharmacy Prescription Bags
o Engage 10MM existing Rx
customers.
Smart Network
o Engage 140MM shoppers via :30s
video promoting HBH and
directing Customers online or to
kiosks.
www.healthcarebeginshere.com
o Redesign the online portal.
Search
o Convert Consumers actively
seeking health insurance in
enrollment period.
Kiosk Design & Placement
Kiosks will be placed – in close proximity to the Walmart Pharmacy – throughout Open Enrollment.
DRAFT Kiosk Design:
Design considers creating a sense of privacy and 360° impact from 20ft away.
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E2E Store Engagement
Walmart Associate Training:
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Walmart will ensure associates, managers and pharmacists engagement via:
• Training Seminars; Live Q&As
• Posting on Walmart World & mywalmart.com
Walmart will designate a Program Champion for each store.
Better store manager support with a Walmart corporate mandate.
Walmart Pharmacist & Tax Engagement:
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Pharmacist:
• Pharmacists will have access to a Pharmacist Tool that provide Patients with available plans
based upon the Patient’s current RX list.
• Pharmacists will direct Customers to health kiosk for Agent assistance.
Tax Advisors:
• Jackson Hewitt
• Liberty Tax
• Tax advisors will have the ability to notify Customers whether they qualify for subsidies.
• Post consultation, in-store tax advisors will instruct Customers to visit the health kiosk for Agent
assistance.
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Pharmacist Tool
Pharmacists will also be armed to assist Customers with enrollment and direct them to an In-Store Agent.
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Customer goes to Walmart pharmacist.
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Walmart pharmacist makes Customers aware of
health insurance offering.
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Walmart pharmacist enters Customer’s zip code
and current prescriptions into Pharmacist Tool.
Pharmacist provides print-out of available
plans to Customer and directs them to an
enrollment platform:
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In-Store Agent
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In-Store Events
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Online
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Call Center
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Pharmacist Tool shows available
health insurance carriers and plans
based on Customer's zip code and
RX mix.
Oursurance Support & Appointment Scheduling
Oursurance Support:
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Carrier Training, Certification & Appointment:
• Oursurance will appoint and train Agents in a streamlined fashion.
• Single place for Agent certification across all Carriers.
Oursurance Support & Logistical Coordination:
• Oursurance to create 800# for Agents to report In-Store issues.
• Oursurance & Walmart will be responsible for kiosk set-up and in-store material replenishment.
• Oursurance to assign Regional Managers to provide support for in-store issues and compliance.
Agent Participation Incentive:
• Potential for Agents to receive TRANZACT leads free of cost.
Provide Enrollment Platform:
• Streamlined DRX platform supports and understandable E2E enrollment process.
Appointment Scheduling:
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Agents are permitted to follow-up with Walmart leads via home appointments.
Oursurance call center will have the ability to schedule In-Store Appointments.
Over 65 Customers will also have the ability to schedule In-Store Appointments on
www.directhealth.com.
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