teladoc presentation for cbao© 2002-2016 teladoc, inc. all rights reserved. we equip you to drive...

© 2002-2016 Teladoc, Inc. All rights reserved.

#WellWithinReach

The complete telehealth solution

Administered by:


Consumer expectations are in conflict with healthcare trends

CONSUMERS ARE MORE ACCESSIBLE & CONNECTED

80%+ of adults <50 years old have smartphones & are connected1

1/3 of consumers have a health, fitness or medical app, 2x vs 20132

LACK OF ACCESS IS DRIVING COSTLY CHOICES

Avg wait time for a first visit with a psychiatrist: 25 days3

65M people live in primary care desert4

71% of employer sponsored ER visits are unnecessary5

1. Pew Research Center, November 2016. 2. PwC, 2016. 3. HealthDay, October 2014. 4. MarketWatch, March 2016. 5. Truven Health Analytics, April 2013.


Operating at the scale to support your business from day one

Who would you like to see today?

• We handle 1 request every 10 seconds*

• The time to see a doctor has declined as our volume has grown

• We’ve maintained 95% member satisfaction

* During peak hours.

2013 2014 2015 2016

900,000

575,000

298,000

156,000

VISI

TS


The Teladoc solution simplifies healthcare

1: REGISTER 4: RESOLVE2: REQUEST 3: VISIT

4© 2002-2016 Teladoc, Inc. All rights reserved.


The Teladoc differenceMEMBER

CHOICE AT SCALE

Request via phone, app, web

Visit via phone, video, visualized

24/7 live, in-house support

Built to handle 100M members

PROVEN PERFORMANCE

Unmatched utilization & ROI

Results verified by 3rd party studies

95% customer satisfaction for 5 years running

SUPERIOR CLINICAL MODEL

Scalable provider network

Policies driven by proprietary analytics

Robust clinical Quality Assurance

programs

EXPERT ENGAGEMENT

INCLUDED

In home, at work and online reach

Analytics driven customization

Communication innovation thru mobile & social

+ + =


Create an ecosystem around the decision maker

Create an experience that delivers superior value

At work

In the home

On the go

Engagement throughout the member lifecycle


Delivering connected healthcare

My Teladoc Care TeamTeladoc physician, behavioral health,

nutritionist, pharmacist, specialists

My Health InformationEHR exchange, device data integration, my doctors, health alerts, screeners & tools

I can get the care I need on my terms, control my health information and provide

care for my family.

Support & GuidanceReferrals, caregiver & family care, community, incentives

EngagementChoice of convenient,

affordable options at every touchpoint

Member


REMOVE THE BARRIERS TO CARE

Access


We equip you to drive change by transforming access to care

MEMBERCHOICE

Request via mobile, web, and call center

Visit via video, phone, and images

On-demand & scheduled

ROBUSTINTEGRATIONS

Health plans & benefit administrators

Prescription routingBenefit vendors

Transparency toolsWorksite clinicsEMR integration

CLINICALSPECIALTIES

General medicalPediatrics

Mental healthSubstance abuse

DermatologySexual health

Tobacco cessation


Delivering a simple member experience

Member engagementStored & real-time eligibility

EnrollmentPayment Information

Demographic informationEMR

Care record & paymentsPatient educationMessage center

eRxFollow-upReferrals

Clinical QAMember & provider satisfaction

Claims, ROI & clinical data

Real-time member responsibilityGeneral Medical

DermatologyBehavioral Health

On-demand & scheduledImage sharing

Custom networksQueuing, routing & scheduling

Evidence-based guidelinesGaps in care alerts

Clinical documentation

1: REGISTER 4: RESOLVE2: REQUEST 3: VISIT

SUPPLYDEMAND

MATCHING

PROVIDER ECOSYSTEMCLIENTS & PARTNERS

MEMBER

PROVIDER

MO

BILE

DEV

ICES

, IN

TER

NET

, PH

ON

E


A CONSISTENTLY SUPERIOR EXPERIENCE• Fully insourced & dedicated solution• 400+ employees on site• 24/7 client and member issue resolution• Multilingual services available

Teladoc member services campus


Member preference and need drive how care is received

50%Web/Mobile

50%Member

Services Agent

56%Telephonic

44%Visualized

Internal Teladoc visit data (July 2016)


52%48%

PUBLIC SECTOR

63%

37%

RETAIL

Variation in how members engage by industry

Web/Mobile Call Center

51%49%

MFG

43%57%

TECH

42%

58%

FINANCE

Internal Teladoc visit data, 2015

© 2002-2016 Teladoc, Inc. All rights reserved. Source: Visit Data from Oct 2015 - Jun 2016

Incidence of visualized visits is highly condition specific

Insect Bite

Der

mat

itis

RashConjunctivitis URI

UTI Sinu

sitis

Greater than

50% VISUALIZED

Less than

10% VISUALIZED


PrimaryPrimary vs Dependents

Dependent69%31%

Female% Of Visits

Male63%37%

0-18% of all Visits

19-2415%6%

25-34 24%

Age

35-4445-5455-6465+

24%19%11%1%

0-1819+

Average Age9

43

% of Visits15%85%

Female Visits52%65%

Male Visits48%35%

Age

= Pediatric

Who uses Teladoc today?


Regulatory is becoming increasingly progressive

Regulatory wins toward more progressive

telemedicine laws

Texas:Limitations on

video

Idaho:Limitations on

audio only

PROGRESSIVE LIMITED

Arkansas:Only state that does not permit any form

of telemedicine

NOT PERMITTED


BEST PHYSICIAN NETWORK

Quality of Care


QA continuous monitoring• 10% of medical charts reviewed• Provider level patient satisfaction tracked • Monitor medication frequency, continuously

measured against industry benchmarks

Delivering quality clinical careDirectly recruit• Match local supply with local

demand & knowledge… at scale• Board certified and licensed • Specialties

Credential & train• NCQA-certified physician peer review

credentialing program• 100+ proprietary, analytics and

evidence based telehealth guidelines

Delivery of care• No time limits for visit• Not contractually obliged to refer

patients to specific providers• Stringent, condition specific

prescribing guidelines


The industry’s only complete telehealth solution

CLINICAL QUALITY• Fully credentialed network of experienced providers

across multiple specialties• Initial and ongoing psychometric assessment• Comprehensive program that’s tailored to telehealth• Follow up after every session• Custom formulary for psychiatrists

ENHANCED ACCESS• Option to see chosen provider through episode of care• Video and phone visit options• Targeted communications & reminders• Recurring scheduling support available


Quality by the numbers

Data reflects 2015 unless otherwise stated

3/90Flag for quality

review

93%Doctor satisfaction

58kChart reviews

92%Issue

Resolution

3,000+Providers

100%Chart for new

providers in first 90 days


Exceptional patient satisfaction

95%Patient Satisfaction1

82% industry standard2

90%Would Use It Again1

92%Resolution Rate1

1. Teladoc Patient Satisfaction Survey 2015. 2. “2014 Chartbook: What Patients Say About Their Health Care Providers and Medical Practices,” CAHPS.


#WellWithinReach

The complete telehealth solution


CUSTOMIZED TO FIT

Member Engagement


Expertise to serve diverse client and member needs• A dedicated team of experts focused on

client-specific member engagement• State of the art in-house design and

production capabilities • Predictive analytics shape audience

segmentation and member level content


Investing in continuous member communications

New member onboarding experienceFull welcome kit mailed to every householdDigital welcome kit assets available Progressive welcome emails to registered usersSeasonal campaignsDirect mail twice a year drives utilizationPersona driven content increases relevancy Leave behinds extend life of messageNurture campaignsDrive top of mind awareness


Our approach is rooted in surround sound

Social MediaMembers

In the Media

On the Go

In the home

When need arises

In the inbox

On SiteClient side


Analytics-fueledengagement strategies

SEGMENTATION• Client segment driven

marketing tactics

• Email communications by audience segment

• Member level creative customization

PERSONAS• Driving more informed

engagement amongst “opaque” memberships

EVENT TRIGGERED• Email campaigns based on

member behavior

• Outbound calling post care• Text campaigns (for

Medicaid)


Segmentation drives message relevance

REGIONAL

PSYCHOGRAPHIC INDUSTRY

DEMOGRAPHIC


Segmentation drives relevance

0-10 11-18 19-23 24-30 31-45 46-55 56-65 66+Age

Con

sults

*

* Teladoc utilization data; 1/12016 – 5/10/2016

Remind members about pediatric visit availability

Focus on convenience and cost for student dependents

Speak to moms – decision makers for families with children

Response to healthy living and maintenance messaging

grows as patients age

Relevant messaging outperforms all benchmarks

• Mom targeted emails performed 3x better than Teladoc average on click thru rate.

• Heart Health email targeting 45+ outperformed Teladoc average by almost 4x.


25MILLION +Social Media Impressions

1,000+EngageCastparticipants

5MILLION +Emails sent

14MILLION +Direct mailpieces sent

13,000Marketing portal

logins

200+Marketing Monday

participants

Stats derived from Teladoc internal reporting

Member engagement at scale

- Trailing 12 months -


Customization at member and client level

CLIENT CUSTOMIZATION• Logos• Plan specific member pricing• Custom landing pages• And more!

MEMBER PERSONALIZATION• Robust proprietary library of imagery

(multicultural, industry specific, lifestage)• Target preferred modality• Spanish and bilingual materials


Proven to drive results

CampaignControl

October November December


Online library of customizable resources• Marketing Hub, our member

communication portal gives you access to wide breadth of targeted marketing resources

• Customizable marketing collateral designed for easy client communications

• Engagecast, our proprietary client education webinars


Communication channels usedWelcome kit 100% in home reach

Direct mail 14M pieces sent, 100+ variables per campaign

Engagecast 1500+ clients attended since June 2015

Marketing Hub 5,000+ Benefit Managers and other registered users

Social media Facebook, Twitter, YouTube, LinkedIn

Email Event based, seasonal campaigns, special offers

SMS messaging Drives awareness, supports care experience

Outbound calling In house solution ensures quality, consistency & expertise


DELIVERING VALUE

Client Savings


Only Teladoc delivers these episode-of-care savings

$191Teladoc savings

vs. office visit

$2,661Teladoc savings

vs. ER visit

$673Teladoc savings

vs. weighted average(office visit & ER)

Episode of care includes initial encounter and any subsequent utilization of follow up office visits, hospitalization, or ER utilization, resulting from initial encounter within a 30 day window for same and related diagnoses. Weighted Average is based

on redirection rates determined using member utilization of bricks and mortar services: 75% OV; 20% ER; 5% Do Nothing.


What telehealth can mean to your business

A 10K life employer with a plan copay of $0 can experience 22% utilization.

2,200visits

$673savings per visit

$1.5Mclient savings


The cost of lost opportunity

Comcast selected a competitor to provide telehealth services to its 74,484 eligible employees. After one year of service:

COMPETITORPlan design: $0 member copayAvg. utilization: 5%Year 1 visits: 3,724

TELADOCPlan design: $0 member copayAvg. utilization: 22%Year 1 visits: 16,386

$8,521,526Lost opportunity(-$9.53 PEPM)

$2,506,252Savings with competitor

Savings is calculated assuming an average episodic savings per visit of $673.


An independent study revealed...

Likelihood of a follow up visitPublished in Health Affairs, February 2014.

“Patients who used Teladoc were less likely to have a

follow-up visit to any setting, compared to those who

visited a physician’s office or emergency department.”

Teladoc patients

Office visit patients

ER patients

6%

13%

20%


DEVOTED TO OUR CLIENTS

Client Service


Dedicated client service drives satisfaction and results

Detailed monthly reportingROI, detailed savingsAutomated, in-depth utilizationTop conditions & RxsMember satisfaction

Designated account management

Average 18 years ofhealthcare experience

Core vendor integrationsEligibility, claims processing, health plans


The most robust technology platform built for our clients

HIGHLY SCALABLEBuilt for 100M members

SECURE & RELIABLE3rd party tested and validated

CUSTOMIZABLE Custom branded pages

FULLY INTEGRATEDReal-time eligibility


WE APPRECIATE YOUR PARTNERSHIP

Thank You

teladoc presentation for cbao© 2002-2016 teladoc, inc. all rights reserved. we equip you to drive...

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