b e y o n d

Siebel Healthcare, Professional Edition

Catalyzes Business Process Improvements at Horizon

Health

Cindy Sheriff, President EAP, Horizon Health

Presentation Outline

Business OverviewBusiness Overview

IT OverviewIT Overview

Application DesignApplication Design

Business OverviewEAP at Horizon Health

Horizon Health is a leading provider of Employee Assistance Programs

Other Company Facts:› Publicly held company based in Lewisville, TX

› Leader in the provision and management of psychiatric and rehabilitation services.

› Owns and operates freestanding behavioral health facilities throughout the United States.

› A leading provider of contract management services for psychiatric and physical rehabilitation programs in general acute care hospitals.

› A leading provider of employee assistance programs for employers.

Business OverviewHistory of Business Challenge for EAP

Business OverviewHistory of Business Challenge for EAP

›Change ManagementHorizon was not simply replacing a legacy system and streamlining existing processes, there is also a level of Change Management.

›Business Processes RedesignHorizon was at the beginning stages of redesigning current business processes – user groups had not been earnestly discussing how to solve existing problems with new business processes.

›Silos of Information Information being gathered needed to be evaluated for consistency across groups for confirmation; understanding true requirements versus traditional practices must be sifted through before designing in Siebel.

›Multiple exceptions due to Acquisitions Multiple acquisitions had created an environment with non-standard business process and regional exceptions based on specific contracts.

›Loss of domain knowledge Due to attrition, process knowledge was being lost as employees took on new roles and responsibilities, or new employees were hired.

Business OverviewBusiness Improvements Realized

Before After

Many Call Centers (18) 3 Call Centers

4 Different Systems Siebel HealthCare Vertical

Low amount of automatic claim processing (5%)

90% of Claims processed automatically

High cost of system Maintenance

Support budget reduced7 figures

Long Time to TrainTraining time reduced

80%

Long Cycle Time toproduce reports

Report production time decreased by 90%

Business OverviewThe Roaring Stopped

IT OverviewProject Timeline

7/2005

Consolidate Call CentersSelect CRM Solution

Implement Siebel Call Center Solution

9/2005

IT OverviewIncomplete Solution

IT OverviewProject Timeline

7/2005 9/2005

Implement Siebel Call Center Solution

Re-evaluate Project Scope

Consolidate Call CentersSelect CRM Solution

IT OverviewReevaluate & Focus

IT OverviewProject Timeline

7/2005 12/20059/2005 4/2006

Installation spanning 9 Months

Re-evaluate Project Scope

Implement Siebel Healthcare, Pro Edition

Convert Data, Train and Go Live

Implement Siebel ProfessionalEdition Call Center Solution

Consolidate Call CentersSelect CRM Solution

IT OverviewTaking the Plunge!

IT OverviewCritical Success Factors

Fostered Management Support Clarified Understanding of Business Processes Leveraged Teamwork: Vendor, Integrator, Business, & IT

Promoted Ownership within User Community Defined Roles and Expectations

Fostered Management Support Clarified Understanding of Business Processes Leveraged Teamwork: Vendor, Integrator, Business, & IT

Promoted Ownership within User Community Defined Roles and Expectations

Iterative Prototyping ProcessIterative Prototyping ProcessIterative Prototyping ProcessIterative Prototyping Process

Strong starting point: Strong starting point: World Class Product World Class Product

Affordable to Midsize BusinessesAffordable to Midsize Businesses

Strong starting point: Strong starting point: World Class Product World Class Product

Affordable to Midsize BusinessesAffordable to Midsize Businesses

Application DesignDesigned to Last

Application DesignMember Benefits

Application DesignMember Authorization History

Application DesignAuthorization Sessions & Claims

Application DesignCharts

Application DesignUtilization Report

Application DesignUtilization Report (cont)

Application DesignSummary of Key Points

› Deep functionality for Healthcare

› Flexible application, able to be tailored to Horizon

› User friendly, intuitive UI

› Ability to view Member Benefits at a glance

› Customer driven rather than system driven

› Ability to quickly review history

› Session records are foundation for Claims

› Summary Charts to Analyze Data

› Intuitive querying is basis for report information

› Report matches look/feel of customer presentations

Questions