BUILDING A WORLD CLASS COMMUNICATIONS STRATEGY WITH LIMITED RESOURCES AND BUDGET

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1 BUILDING A WORLD CLASS COMMUNICATIONS STRATEGY WITH LIMITED RESOURCES AND BUDGET Bobby Williams, MBCP Business Continuity Manager Emdeon, Nashville, TN April 16, 2012

2 In this session Introduction and learning objectives Today s landscape Crisis communications requirements The role of notification technology Considerations for implementation and use Our story

3 Learning objectives Learn why you need a crisis communications plan and what should be in it Learn how to effectively implement emergency notification technology With minimal budget With minimal personnel With maximum effectiveness Learn the value of testing to your overall BC/DR strategy Learn from my experience (May 2010 flood, Nashville, TN)

minimal budget With minimal personnel With maximum effectiveness Learn the value of

4 My company and me. April 16-18, 2012 Talking Stick Resort Scottsdale,

5 Who am I? Business Continuity Manager, Emdeon, Nashville, TN BSEE, University of Tennessee, Chattanooga President, Middle TN Chapter of Association of Contingency Planners (ACP) 20+ years IT experience in various industries Extensive background with Unix, Windows, and NetBackup ITIL V3 certified

Tennessee, Chattanooga President, Middle TN Chapter of Association of

6 My company Leading provider of revenue and payment cycle management and clinical information exchange solutions, connecting payers, providers and patients in the U.S. healthcare system Offerings integrate and automate key business and administrative functions of its payer and provider customers throughout the patient encounter

U.S. healthcare system Offerings integrate and automate key business and

7 My company Connections to more payers, providers and vendors than any other healthcare business in the marketplace Network encompasses 340,000 providers 1,200 government and commercial payers 5,000 hospitals 81,000 dentists 60,000 pharmacies 600 vendor partners 6.4 billion transactions a year Simplifying the Business of Healthcare

government and commercial payers 5,000 hospitals 81,000 dentists 60,000 pharmacies

8 Today s landscape Down economy Slow recovery Reduced budgets Fewer resources New risks

9 It s not pretty, but it s not impossible! April 16-18, 2012 Talking Stick Resort Scottsdale,

10 Why you need a plan Only thing predictable is the unpredictable will occur Communication is critical to the outcome No single communication method will reach everyone Information delivered manually will be inconsistent, inaccurate and late

outcome No single communication method will reach everyone

11 Why you need a plan Collecting information is just as important as sending it The only thing worse than a crisis is a crisis without a plan Emergency notification technology is a proven, effective means for communication

crisis is a crisis without a plan Emergency

12 NFPA 1600 (Codes & Standards) 6.3 Communications and Warning The entity shall determine communications and warning needs, based on required capabilities to execute plans Communications and warning systems shall be reliable, redundant, and interoperable Emergency communications and warning protocols and procedures shall be developed, tested, and used to alert stakeholders potentially impacted by an actual or impending incident Advisory and warning systems shall be integrated into planning and operational use The entity shall document issued warnings.

procedures shall be developed, tested, and used to alert stakeholders potentially impacted by an actual or impending incident. 6.3.

13 NFPA 1600 (Codes & Standards) The entity shall develop and maintain the following capabilities: (1) Communications between the levels and functions of the organization and outside entities (2) Documentation of communications (3) Communications with emergency responders (4) Central contact facility or communications hub The entity shall establish, implement and maintain procedures to disseminate warnings The entity shall develop procedures to advise the public, through authorized agencies, of threats to life, property, and the environment The entity shall disseminate warning information to stakeholders potentially impacted.

(2) Documentation of communications (3) Communications with emergency responders (4) Central contact facility or communications hub 6.3.6 The entity shall establish, implement and maintain procedures to disseminate warnings.

14 Considerations April 16-18, 2012 Talking Stick Resort Scottsdale,

15 How will technology help? Consistent message; peace of mind Multimodal communication Reporting Redundancy Freedom

16 Next steps Review your current BC/DR plan Budget availability Commit Do your homework; ask questions Know your options Have a plan

17 How do I choose? The vendor and the solution should work within your specifications The solution should provide built in redundancy and scalability The vendor should provide comprehensive training; continuing education The vendor should provide technical support The vendor should become your BC/DR partner, not just a supplier

should provide built in redundancy and scalability The vendor should provide

18 Our system, our story. April 16-18, 2012 Talking Stick Resort Scottsdale,

19 The nuts and bolts Contact information is maintained in solution Messages can be scripted (computer voice and recorded voice) to match possible event Message delivery method can be planned based on time of day Different messages can be delivered based on the delivery method Secure message delivery can be assured

Message delivery method can be planned based on time of day Different messages

20 Implementation Administrator training Contact data import Communications requirements Scenario creation Documentation Test, test and test again

21 Manpower Primary and secondary administrators Not a limit, but central control is important Groups maintain their own data Security can be set so groups can t see other s data Data can be imported via.csv files Groups activate their own scenarios

22 Cost Mileage varies Customization Fits needs and budget The value of redundancy Investing in education Employee safety priceless!

23 Our story (Nashville 2010) April 16-18, 2012 Talking Stick Resort Scottsdale,

24 Our story (Nashville 2010) 1000 year flood, devastating downtown and surrounding areas Nashville mayor announced roads should be used by emergency personnel only Emdeon chose to allow employees to work remotely; required communication on a Sunday Solution enabled communications via home phone, cell phone and Immediate ROI!

25 Since then Since implementing our notification system Every BC/DR plan must reference the mass communication scenario Each exercise must include automated notification Communications exercises are conducted quarterly Emergency management teams are in system for tornado, fire and medical emergencies Detailed records are included in our afterexercise documentation

26 Takeaways Do your homework (know what s out there) Find a solution/vendor that fits your needs Stick to your implementation plan Start small; expand as you can Test thoroughly, test often Build a relationship; trust your vendor

27 Questions? April 16-18, 2012 Talking Stick Resort Scottsdale,

28 BUILDING A WORLD CLASS COMMUNICATIONS STRATEGY WITH LIMITED RESOURCES AND BUDGET Bobby Williams, MBCP Business Continuity Manager Emdeon, Nashville, TN April 16, 2012

EMDEON CLINICAL SOLUTIONS

EMDEON CLINICAL SOLUTIONS Meaningful Use is easy with our web-based EMR Lite and leading Health Information Exchange Simplifying the Business of Healthcare EMDEON OVERVIEW Emdeon Connecting payers, providers