UK-HMO

1. UK-HMO

2. Member Services • Benefit Quotes/questions • Problem resolution/tracking. All calls entered & coded into Diamond system & tracked for trends. • Parking tickets stamped for all UK employees with UK insurance for all visits to KY Clinic & ancillaries. • Registration for KY Clinic and ancillary visits available on 1st & 3rd floor for all UK employees with UK insurance & via phone for UK-HMO members. • After hours answering service, can page MD on call. • Eligibility verification. • Help in establishing a PCP, UKHMO or Health Connections. • UKHMO 257-8547 or 800-955-8547, Health Connections 257-1000, or 800-333-8874, or RSA 271-5055 or 877-855-9700. • Mid October a dedicated Member Services unit will be unveiled.

3. Communication • Prior to Open Enrollment, reminder post cards are sent. • 14 Open Houses were held in 6 locations, Five open forums at three locations. • HR sends benefit comparison. • Phone/in-person/email:ukhmo@uky.edu, website:www.mc.uky.edu/ukhmo, also linked from Employee Benefits website. • Letters are mailed for immediate communication, (mail order Rx, provider changes). • Quarterly Newsletters • When ID cards are mailed additional information is included in packet. A welcome letter, Certificate of Coverage, Provider Directory, and other pertinent materials are included (such as familymeds.com packet). • Provider Newsletters are sent out bi-annually.

4. Appointments • Establish a PCP • If issues arise contact UK-HMO office for assistance.

5. Customer Service Calls

6. Membership: 13,649 (LSA) • Specialty Visits from 9/1/00 thru 8/31/01: 14,239 • Primary Care Visits from 9/1/00 thru 8/31/01: 30,472 • Total Visits: 44,711 • * % of Primary Care Visits • ** % of Specialty Visits