For many of our customers, we provide on-going Continuous Improvement Monitoring of benefits services. We work with our customers to establish program management protocols including annual goals, objectives and performance guarantees. We establish an annual performance plan and on behalf of our customers, we negotiate with the vendors that are responsible for service delivery. We analyze quarterly reports, identify action items, develop meeting agendas and participate in quarterly reviews with customer representatives and vendor account management teams. We then provide follow-up with vendors to ensure follow-through on action items approved by our customers. We also conduct HIPAA compliance case reviews and conduct affiliate interviews to measure the performance of network providers.

As a result of our work, we have been able to deliver substantial improvements in service delivery combined with significant, measurable savings. For example, our continuous improvement monitoring has resulted in doubling the number of employee assistance visits delivered per year for two of our customers without a corresponding increase in capitation rates. Due to the size of the customers involved, the added value exceeds $1,000,000 every year.

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