Munish Khaneja, MD, Chief Medical Officer Ron Vance, Managing Director, Alvarez & Marsal Back to Basics in Operational Excellence 

How Much Does this Cost? • Family of four • $100K annual salary • Spouse and two kids • One more on the way 

How Are Health Plans Rated? • Member experience. Based on surveys about member satisfaction with: • Their healthcare and doctors • Ease of getting appointments and services • Medical care. Based on how well the plans’ network providers manage member healthcare, including: • Providing regular screenings, vaccines and other basic health services • Monitoring some conditions • Plan administration. Based on how well the plan is run, including: • Customer service • Access to needed information • Network providers ordering appropriate tests and treatment 

What Are the Consumers’ Expectations? • They Take Care Into Their Own Hands • Millennials see themselves as responsible for their own care and are less likely to rely on a health system they are dissatisfied with. • They Do Their Research • Considering how many millennials don’t have a dedicated PCP, it’s less surprising to hear that 38% say they trust their peers more than their physician. • They Want Up-Front Cost Estimates • Price transparency is a hot topic in healthcare and millennials are the generation most often attributed as the purveyors of change. • They Want Apps — And Lots Of Them • While this may seem obvious, digital options for patient engagement are a must for millennials. • “Healthy” Means More Than “Not Sick” • On average, millennials have a very different definition of what health means compared to older generations. In an Aetna survey, millennials were twice as likely as boomers and Gen-Xers to cite eating healthy and exercising as part of the definition of overall health. • Shopping for Healthcare Insurance • Consumer behavior applies to “shopping” for health insurance when it comes to millennials. When given the choice, millennials prefer to shop online for health insurance, with 55% focusing on cost when selecting a health plan. https://www.forbes.com/sites/joeharpaz/2019/08/26/6-expectations-millennials-healthcare/#10d6d3630ec8 

Diffuse Accountability that leads to competing visions and ownership Unclear Mandates that leave staff and implementation teams to rationalize diverging requirements Ambiguous Priorities where too many goals and too little quantification dilute efficacy and waste staff time Gaps in Understanding where middle managers can’t translate and drive work that needs to happen Mismatched Skill Sets where staff lean on what they know, instead of pulling in necessary resources Entrenched Mindsets and cynicism that lead staff to “see what changes” Lack of CLARITY Lack of ALIGNMENT Lack of MESSAGING Competing Narratives that morph and perpetuate ambiguity Issues of the Day that overtake long-term priorities for teams’ immediate attention Understand the Obstacles to Success 

Start with the end in mind Build out from the middle Prioritize the interstitial space Fix it once and achieve real results Focus on what people hear Achieve Rapid and Sustainable Results 

Thank You