SecurityChoice A Medicare Advantage Private Fee For Service Plan PFFS

1. SecurityChoiceA Medicare Advantage Private Fee For Service Plan (PFFS)

2. Claims Update Medicare Advantage Private Fee For Service Security Choice

3. Medicare Advantage-PFFS Original Claims Inventory

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5. Medicare Advantage-PFFS Adjustment Inventory

6. Adjustments Current State January 2008 trained additional existing staff on how to process adjustments February 2008 implemented an inventory reduction plan to reduce the adjustment backlog Extensive inventory reduction plan to reduce adjustment backlog by 3/31/08 Mandatory overtime implemented Leveraging assistance of contract resources

7. Timely adjustment processing and maintain original claims timeliness results Significant improvements to auto adjudication rate Maintain appropriate staffing

8. Remit coding and testing are taking place now for a system update in February for adjusted claims to add patient name, patient account #, original date of service and original payment amount ID cards begin with the letter �N� or the 4th digit will be an �A� Critical Access Rates-if your facility receives updated rates from CMS please fax them to: Anthem Attention: Critical Access Rates Fax #: (920) 923-8995

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12. Medicare Advantage-PPFSMarch-December 2007 Abandon Rate The abandoned rate for 2007 was 28.46. CMS guideline is 5%. As can be seen by the prior slide on ASA, when our ASA is higher, our abandoned follows suit.The abandoned rate for 2007 was 28.46. CMS guideline is 5%. As can be seen by the prior slide on ASA, when our ASA is higher, our abandoned follows suit.

13. Medicare Advantage-PFFSMarch-December 2008 Average Speed of Answer (ASA)

14. Medicare Advantage-PPFSMarch-December 2008 Abandon Rate

15. Customer Service Current State Average Speed of Answer: January 2008 � 280 seconds for all products February 2008 � 69 seconds for all products Abandoned Rate: January 2008 � 18.05% for all products February 2008 � 4.39% for all products

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17. Customer Service Future State We will be launching an advocacy program for the front-line Customer Care Associates to raise the bar on the level of service provided to our members and providers. Target implementation for second quarter 2008.

18. Service Future State With CMS approval, we will roll out our customer satisfaction surveys that provide direct feedback at the customer service level within one week of the actual call made to us by our members. This will drive improvements and recognize top performers. First quarter 2008, we are preparing detailed reviews of our process flows and maps to drive process improvement