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Healthcare Call Center SolutionsA DG SOLUTIONS COMPANY

The DG Solutions Story DG Connections is owned and operated by the parent company DG Solutions, a full multi channel data collections and communications organization. Since our humble beginnings in 1980 as Dixie Graphics, we’ve grown from a one-room office into an industry leading, state-of-the-art facility—but our commitment to our clients’ success has never changed. We’ve continued to offer high quality, cost-effective services that keep healthcare organizations ahead of their competition. From targeted direct mail campaigns to healthcare market research support, DG consistently delivers exceptional results on time and in budget. And we’ll continue to grow with that same goal in mind: delivering best-in-industry technology and services for our clients. We offer a full range of services from printing business cards and brochures to end-to-end solutions for large-scale national outreach projects combining mail and phone campaigns. With extensive experience in market research, online surveys, design, print, mail, and data capture, we can do it all. Plus, we have an in-house United States Postal Service facility to better serve our clients. There’s no need to source from one vendor to another: we are your one-stop-shop. Located just 45 minutes from Atlanta’s Hartsfield-Jackson international airport, our state-of-the-art headquarters is a secure 24,000-square foot production facility that’s fully equipped to take your project from ideation to production. From initial research to final document shredding, all work is done on-site with highly trained professionals, cutting-edge equipment, and the most up-to-date software on the market.

1 DG Solutions | A Data Driven Organization | 770.972.2354

Call Center Services Overview ........................................ 2

New Member Welcome Calls ............................................ 3

Health Risk Assessments ................................................... 4

Auditing Access to Care ................................................... 5

Discharge Follow-Up .......................................................... 6

HEDIS Care Gap Initiatives ................................................ 7

Custom Call Center Campaigns ...................................... 8

Additional Services ............................................................. 9

TABLE OF CONTENTS

2 Healthcare Call Center Solutions

HEALTHCARE CALL CENTER SOLUTIONSWe provide core competienciesWith DG Connections you get a reliable partner for your healthcare outreach and engagement. Whether you need to reach patients, plan members, or healthcare providers, we can offer the perfect solution for your needs. Our decades of experience partnering with healthcare organizations, strong commitment to quality, and dedicated team mean you get services you can trust.

The need to stay compliant with industry regulations means patient and member outreach is more vital than ever for healthcare organizations. Proactive outreach not only keeps your organization compliant, it keeps patients and members engaged, often improving outcomes.

A well-planned engagement and outreach program not only provides your team with valuable insights into performance, but also helps foster lasting relationships with patients and members.

What You Get with DG Connections• Over 30 years of experience• A call center designed with sensitive information in-mind, so private information stays private• Experienced, professional, and highly-trained phone agents able to perform outreach in 5

languages (English/Spanish/Mandarin/Cantonese/Korean)• Features like global voice messaging and Interactive Voice Response (IVR) for after-hours call

management• An easy-to-use system interface for clients • Quality Control measures such as volume management and call monitoring• Dedication to excellence that drives customer satisfaction• Expertise in healthcare regulations and requirements, so you always remain compliant• Add-on services from our full-service mail center to complement your call center services

Impact for Your Organization• Patient/Member Satisfaction: Higher satisfaction leading to a stronger relationship and lasting loyalty • Compliance: We handle the details for you, so you don’t have to worry • Savings: You don’t have to reallocate valuable resources to outreach when you partner with us

3DG Solutions | A Data Driven Organization | 770.972.2354

Welcome new members and start off on the right foot with New Member Calls from DG Connections.

First impressions are important and enrollment period is your opportunity to make the right one. Building trust and communication early helps create lasting member loyalty and satisfaction. The welcome call is not just a way to give new members a warm welcome - it is an opportunity to make sure they understand their plan, coverage, and options. Studies show that the better members understand their plan, the higher their satisfaction with the plan.

With a New Member Welcome Call Campaign through DG Connections, you can address regulatory requirements, offer an official welcome to the plan, and assess their starting satisfaction with their coverage. We also offer the option to do health risk assessments as part of the welcome call.

Our trained and experienced staff will help make sure your new members are starting off on a positive note so you can create a lasting relationship.

What You Get From a New Member Welcome Call Campaign from DG Connections • A positive first impression for your members which leads to lasting loyalty and satisfaction• An official welcome to new members with important information regarding the plan• An assessment of new member needs and concerns• Customization options for your Welcome Call Campaign with different surveys and

reporting available to meet your needs and budget

NEW MEMBER WELCOME CALLS

Impact for Your Organization • Higher satisfaction rates among members • Valuable insights into the effectiveness of your plan design, marketing materials,

customer service and more • Trusted results thanks to our experienced, bilingual staff

HEALTH RISK ASSESSMENTSEngage with members, assess needs, and minimize risk with a Health Risk Assessment Campaign from DG Connections.

Healthcare management and wellness initiatives for your members cannot be effective if your members aren’t aware of them. As new requirements focus on preventative care and improved care management, it is vital that you have the necessary data to create individualized outreach for members. This minimizes risk, improves satisfaction, and creates better health outcomes.

Our professional, courteous staff will create a complete overview of each members health information. This will allow you to determine the proper follow-up, helping them to get the best care and reduce your exposure to risk.

With our in-depth reporting, you can identify potential risks, individualize care and outreach, and get an idea of the overall health status of your members.

What You Get with a Health Risk Assessment Campaign from DG Connections• Compliance with requirements of Special Needs Plans and the Patient Protection and

Affordable Care Act (PPACA)• Improvement on your HEDIS® measures thanks to proactive data collection • Customizable campaigns with additional options such as: - Assisting members with PCP selection or appointment scheduling - Direct transfer to your plan representatives based on your guidelines - IVR reminders or updates

4 Healthcare Call Center Solutions

Impact for Your Organization • Higher satisfaction rates and lasting loyalty • Higher engagement and participation rates in wellness programs• Reduced risk

Be sure your patients and members have the best access to care and that providers are exceeding standards with Access to Care Auditing from DG Connections.

Whether you are a healthcare plan or a healthcare provider, access to care has an impact on member/patient satisfaction and loyalty. It also directly affects the overall quality of care a patient is receiving and the outcome of their care.

We offer two campaign types for auditing access to care. One audits providers, the other surveys patients and members. After campaigns are completed, we offer in-depth reporting on our findings. At your request, we also offer deeper analytics at the provider and office level so you can follow up with those not meeting your standards.

Provider Offices AuditThe best way to determine actual access to care is by trying to schedule appointments and reviewing provider engagement and response. To audit provider offices, DG Connections contacts providers directly during and after regular business hours.

During business hours, we contact providers to evaluate their appointment availability for a range of appointment types. These are checked against your provider standards. After hours, we contact the providers to assess their after-hours response. We check for items such as initial response (answering service, recording, auto-attendant), what information is included (how to contact a physician, emergency situation instructions), and what actions can be taken by the patients calling in.

Measuring performance is meaningless without standards to check against. That is why we have a standardized method for each phone agent performing provider audits, for both execution and data collection. This standardization provides accurate and reliable data analysis.

Patient and Member Survey Even if your providers meet the standards for access to care, it creates dissatisfaction if their patients don’t perceive them to have availability. DG Connections assesses access to care by directly surveying members and patients.

The member/patient survey gauges their perception of appointment availability and wait times, after-hours care, and if their healthcare needs are being met. We’ll also ask about overall access such as any language or cultural needs that aren’t being met and the availability of providers close to their homes.

AUDITING ACCESS TO CARE

5DG Solutions | A Data Driven Organization | 770.972.2354

Impact for Your Organization• Get an in-depth look at your members/patients access to care • Know which providers are excelling and which need improvement • Gauge your members’/patients’ satisfaction with providers and coverage

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DISCHARGE FOLLOW-UP Reduce readmission rates and increase patient satisfaction with a Discharge Follow-Up Campaign from DG Connections.

After discharge, patients have to deal with a lot in the first few days. Reacclimating to home, remembering after-care instructions, and more. If they didn’t understand the after-care information provided at discharge, or forget it, they are at risk for complications that can lead to readmission.

A Discharge Follow-Up campaign reduces readmission risk by having our professional agents contact patients in the first few days following discharge. We will make sure they understand their after-care instructions, identify any possible complication risks, and answer any questions they might have.

Discharge Follow-Up Calls promote recovery, reduce readmission, and foster a positive relationship with the patient. DG Connections conducts calls within 48 to 72 hours after discharge.

What You Get with a Discharge Follow-Up Campaign from DG Connections• Calls conducted within 48 to 72 hours after discharge • After-care instructions are confirmed and risks identified • Patients get questions answered• A positive relationship with the patient is fostered

Impact for Your Organization• Readmission rates are reduced• Your organization’s positive image is reinforced • Quality of Care scores and satisfaction improve • Issues with specific providers or staff are identified

7DG Solutions | A Data Driven Organization | 770.972.2354

Close gaps in care that impact your HEDIS measures with a HEDIS Care Gap Campaign from DG Connections.

HEDIS provides you with valuable information regarding the care your members are receiving. With the right outreach, you can close any identified gaps and improve your HEDIS compliance.

The first step is identifying which gaps to address. The best campaigns focus on the gaps that affect the highest number of members. These are generally mammograms, colorectal screenings, diabetes care, heart disease, and flu shots. Your data will indicate which areas have the largest gaps in care for you members, and we will customize the campaign based on the needs of your plan.

What You Get with a HEDIS Care Gap Campaign from DG Connections• Members with gaps are brought into compliance • Compassionate and professional phone agents mean patients are more likely to follow up on the

suggested care• Improved health for members • Agents can schedule appointments for members to maximize follow-up• Option to reach out to providers identified as having a high volume of patients with gaps in care

HEDIS® CARE GAP INITIATIVES

Impact for Your Organization• Increased Star Ratings • HEDIS Care Gaps are closed • Higher plan satisfaction and loyalty • Increased revenue

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CUSTOM CALL CENTER CAMPAIGNS The campaigns outlined in this brochure represent our most popular programs, but we can create a custom campaign to meet your needs and budget. We are here to be your partner in member/patient outreach, whatever that means for you.

Examples of custom campaigns: • Preventive Care Outreach

-Suggest wellness initiatives, remind members to get annual checkups, and recommend services to members to help keep them healthy

• Appointment Reminders -Make sure members/patients don’t miss their appointments

• Prenatal Care Outreach - Stay engaged with mothers-to-be during prenatal care

• Happy Birthday Calls -Build goodwill and foster a positive relationship with your members

• Renewal Reminders - Make sure members don’t miss enrollment

Contact a DG Representative for more

770.972.2354www.DGSolutionsinc.com

9DG Solutions | A Data Driven Organization | 770.972.2354

ADDITIONAL SERVICES

Member and patient outreach isn’t limited to phone calls. At DG, we are your multifaceted resource for all forms of healthcare communication, including commercial printing and market research support.

We offer commercial printing, data capture, survey management, and high-volume mailing services, as well as transactional printing, direct mail, and custom print solutions combined with a fully electronic workflow so that we can better meet our clients’ varied needs.

Market Research Studies We understand your goals as a

market researcher, and can help you improve response rates, speed up returns and increase target audience accuracy.

Digital & Offset Printing From single color business cards

to full color reports, we are dedicated to producing the best product so your print marketing creates the right first impression.

High-Speed Mail Inserting Get your project to your

audience even faster. Our inserting system with match verification gets your job out quicker and with 100% accuracy.

Scanning & Data Collection Managing the results of your mail

survey has never been easier with our turnkey data collection. Plus, we’ll do all the heavy lifting to help you go paperless.

Variable Data Printing Get truly personalized with your

printing project. With variable data customization, you’ll capture your audience’s attention and see retention rates soar.

Design Services Our designers are fully trained

in the most current software available and experienced in single projects, large-scale campaigns, and everything in between.

connections

770.972.2354www.DGSolutionsinc.com

2074 East Park Drive, Conyers, GA 30013

A DG SOLUTIONS COMPANY

COMMUNICATIONS

• Recruitment campaigns - Direct mail - Email - SMS - Web

• Enrollment packets

• Membership packets

• FDA Recall announcements

• Explanation of Benefits

MULTI-MODE DATA COLLECTION

• Web surveys

• Mail Surveys

• CATI Interviews

• Scanning

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