Broward County Board of County Commissioners Formerly Ascension Insurance October 2018
About Relation In Insurance Services Headquartered in Walnut Creek, CA, Relation has 35 offices and nearly 500 employees • Local expertise with global resources Objective of delivering exceptional customer value rather than shareholder return • Privately held : Parthenon Capital and Century Capital Comprised of nationwide innovators, leaders and advisors that have experience developing and executing new solutions and identify emerging trends Broad, diverse client base with vast public entity experience Manages more than $1B in premium and backed by leading private equity investment firm, Parthenon Capital, with over $3.5B in capital commitment Awards and Distinctions • Named one of the fastest growing brokerage firms by Business Insurance, July 17, 2015 • Recognized as an Elite Agency by Insurance Business in 2015, 2016 and 2017 • Elite Women award by Insurance Business Broward County Board of County Commissioners / 2
RELATION IN INS - FLORIDA Risk Management and Loss Control Consultants Licensed FL Insurance Agency – Brokerage Licensed Third Party Administrator – Adjudicate Claims • 75,000 per month • $600,000,000 per year • 9.5 million members Leading Employee Benefits Broker & Consultant Broward County Board of County Commissioners / 3
DEFINING FACTS 98.6% SEASONED SATISFACTION LOCAL LIKE MINDED LONG EMPLOYEE TENURE 98.6% CUSTOMER RETENTION FLORIDA FOCUSED GOVERNMENT CENTRIC Incredibly low employee turn-over. Industry leading customer 100% of our workers Specialist in governmental Offering great people, with retention rates are 98.6% in compensation book is Florida insurance and program extensive Florida experience. our Florida operation. organizations with Florida claims. administration since 1982. . 4
Injury Triage
INJURY TRIAGE SERVICE PROFILE TIME OF INJURY REGISTERED NURSES Who When Designed to be a service for the time of incident, Registered Nurses, triage trained, handling all calls. Available 24/7. APPROPRIATE CARE RESOURCE FROI MEDICAL CALL CENTER What Why Workplace injury triage unit. Facilitating the right level of care from the first day. Demographic Info S1 Triage E-Mail Notification Care Advice Incident Info - Incident Details - First Report - Provider Incident Injury Info Care Advice Notification - OSHA 300 Call Text Message - Other Forms 6 Broward County Board of County Commissioners / 6
FROI SYSTEM 7
CARE TEXT TIMELY REINFORCEMENT PROVIDER PIN Text message hits employees Dear Cerri, regarding the recent Google maps pin location workplace injury you reported, phone immediately following the provided, if a treatment location the triage hotline is phone call. recommending you follow this was recommended to caller. care advice for your smashed finger on your right hand for the next 24 to 72 hours. Activity/lifting as tolerated. If it hurts (more than mild discomfort) FIRST FILL CARE SUMMARY cease activity. May continue/return to work duties . Promotion of Client’s PBM Immediate prescription needs Details of the care advice can be filled with at pharmacy provided are included within the program first fill info provided using following info: Rx Group: XXXFF123456789 as part of care text. text for easy reference and RX BIN: 321654 reinforcement. RXPCN: S1PBM 8 Broward County Board of County Commissioners / 8
WHAT IS IS HR API I LI LINKAGE? HR API LINKAGE Our API HR system connection will request from the HR software the information of the specific employee on the phone. It then extracts the data needed electronically in the background of the call . Our system is a real time request scenario. This connection allows for our Triage service to deliver: - Immediate employment verification - The most accurate reporting data - A 50% faster call duration - The best injured worker experience 99.9% Demographic Data Accuracy 9 Broward County Board of County Commissioners / 9
INTERACTIVE PHONE APP ✓ Works with iPhone or Android ✓ Connect to RN w/ Touch of a Button ✓ Real Time Photo Sharing ✓ Unlimited Downloads Easily Customized Easy to Use Photo Sharing Reflect company specific Connect to a Triage nurse with a Real time photo sharing, information such as post injury simple touch of the button. allowing the nurse to see the protocols or First Fill injury for better evaluation. 10 Broward County Board of County Commissioners / 10
CUSTOM SURVEYS Text Survey Platfrom First hand knowledge on injured worker’s experience with s1 . Quantifiable Reports “She was professional, helpful, polite, and knowledgeable! Well done!” — Injured Worker 11 Broward County Board of County Commissioners / 11
IN INJURY TRIAGE CASE STUDY Disposition Facility Type Avg. Cost Per Facility Type Call 911 Emergency Room $2,092 $29,720 Immediate Care Self Care $0 Occ Health/UC/ER within 24 hours Urgent Care $176 Occ Health/UC/ER within 4 hours TRIAGE & FROI FEES Self Care Possible Outcome Combos # of Combo Occurrence Initial Treatment Savings Call 911 Emergency Room 1 $0.00 $241,697 Call 911 Self Care 1 $0.00 Call 911 Urgent Care 0 $0.00 Immediate Care Emergency Room 4 -$3,832.00 INITIAL TREATMENT SAVINGS Immediate Care Self Care 2 $0.00 Immediate Care Urgent Care 61 $116,876.00 Occ Health/UC/ER within 24 hours Emergency Room 1 -$1,916.00 Occ Health/UC/ER within 24 hours Self Care 8 $1,408.00 Occ Health/UC/ER within 24 hours Urgent Care 49 $46,942.00 $8:$1 Occ Health/UC/ER within 4 hours Emergency Room 7 -$6,706.00 Occ Health/UC/ER within 4 hours Self Care 11 $23,012.00 Occ Health/UC/ER within 4 hours Urgent Care 37 $10,633.80 RETURN ON INVESTMENT Self Care Emergency Room 0 $0.00 Total dollars saved in avoided medical expenses Self Care Self Care 124 $55,279.20 for every dollar spent in injury triage fees. Self Care Urgent Care 3 $0.00 FROI Only FROI Only 200 $0.00 Totals 509 $241,697 Broward County Board of County Commissioners / 12
MEDICAL MANAGEMENT
MEDICAL MANAGEMENT PROGRAM Relation Insurance partners with Quinlan Medical Management (QMM) for medical case management, vocational rehabilitation services, in-patient and out-patient pre-certifications. QMM is a regional provider of quality, experienced medical case management throughout Florida and the Southeast. Rapid Telephonic Case Management Inpatient Pre-Certification Field Case Management Outpatient Pre-Certification Vocational Rehabilitation Services Return-to-Work Coordination Catastrophic Case Management After Hours Call Center 14
MEDICAL MANAGEMENT PRINCIPLES + + = PROMPT IMMEDIATE CARE OPTIMAL CASE GOAL DIRECTED 01 02 03 04 COMMUNICATION COORDINATION RESOLUTION PLANNING 15
MEDICAL MANAGEMENT STAFF Case managers have extensive experience with Workers’ Compensation, governmental entities, and know the local medical provider community. The seasoned staff can identify any pre-existing pathology which may impact recovery from the current work injury. CERTIFICATIONS & CONTINUING EDUCATION • Case Managers continually update their skills by attending industry conferences, medical and claims- related seminars, hold group “best practice” discussions and share knowledge throughout the company . • Provide bilingual Case Managers who speak Spanish, Creole, and French. • All case managers are licensed and hold at least one certification in the following areas: CCM CRRN CDMS CRC COHN Certified Case Certified Registered Certified Disability Certified Rehab Certified Occupational Manager Rehab Nurse Management Specialist Counselor Health Nurse 16
RAPID TELEPHONIC CASE MANAGEMENT 86% of QMM telephonic case management patients return to work within 60 days Rapid telephonic case management is designed to promote optimal medical treatment coordination while decreasing medical, indemnity, disability, and litigation costs. Telephonic nurse case managers will begin immediate medical management of a claim, drawing on their clinical expertise. The TCM will accurately identify the appropriate medical intervention, manage cost- effective treatment, and return the injured employee to work at the earliest opportunity. Broward County Board of County Commissioners / 17
FIE IELD CASE MANAGEMENT Independent studies show a 4-to-1 ROI in cases receiving field intervention* Relation Insurance/QMM offers Consistent case management strategy specific to your needs Rapid communication and response to status changes Goal-directed planning Optimal case resolution Total transparency with all charges, expenses *Paradigm Outcomes study
FIE IELD CM COST SAVINGS Monthly Case Management Cost Savings Broward County currently spends $1500-$2000/month. $2,250.00 • 24 billable hours of case management/month 2208 $2,200.00 2160 $2,150.00 Incumbent company has proposed a rate increase to $90/hr. • $2160/month. A $160 increase cost/month; $1920 $2,100.00 increase cost/year $2,050.00 2000 $2,000.00 Other Vendor has proposed fee of $92/hr. • $2208/month. A $208 increase/month; $2496 $1,950.00 1920 increase/year $1,900.00 $1,850.00 Relation proposed fee is $80/hr. $1,800.00 • New lower cost of $1920/month. $80 savings/month, $960 savings/year $1,750.00 Monthly Cost Current Price Proposed incumbent price Other Vendor price Relation Broward County Board of County Commissioners / 19
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