Build Long-Term Customer Loyalty Achieve Lifetime Customer Value

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1 Build Long-Term Customer Loyalty Achieve Lifetime Customer Value Revenue Cycle Management and Business Processing Solutions

2 Rising Above Our Competitors A Different Kind of Partner HGS s Extended Business Office Solutions Practice (HGS EBOS) supplements and augments our clients efforts in Patient Access, Health Information Management and Patient Financial Services by delivering solutions for financial clearance, medical coding and insurance claim resolution designed to improve net revenue, reduce bad debt and accelerate cash collections. HGS EBOS has 400+ full time staff members who deliver the continuum of services from our two business offices located in Princeton, NJ and Hyderabad, India. Value We Create for Our Clients: HGS EBOS has a proven track record of exceeding client expectations for financial clearance, coding accuracy, cash recoveries and denial reversals when compared to our client s historic performance. We augment our client s revenue management efforts in an ongoing supplemental role or during specific events that typically lead to pressures on cash flow (patient accounting system conversions, process transformation and redesign efforts, staff turnover or talent recruitment challenges). Performance Results Over $6.4 Billion in client accounts receivable managed and $2.4 Billion in cash recovered Over 26 Million hospital, physician and DME claims processed 8.1 Million zero paid denials reversed resulting in $950 Million in payments Cash recoveries exceeding client baselines by an average of 21% Denial reversals and cash recovered on claims >1 year typically cover cost of EBOS services 100% of clients surveyed state that they would buy HGS EBOS s services again

3 Why HGS EBOS Process Standardized and Efficient Processes Established Quality Assurance and Compliance programs Identification of process/system breakdowns Identification of payer trends and issues HGS EBOS Proven track record of exceeding client cash recovery expectations Ability to scale operations Secure connectivity Powerful analytics People High Quality Staff: Patient Accounting Managers HIPAA trained personnel Consultants Clinicians, Certified Coders Dedicated Compliance and Quality Assurance Team Client and HGS Common Values Depth and breadth of HGS US Healthcare Business Technology Reverse Interface System Capabilities Proprietary web-based tools for claim and denial work flow, automation, issues tracking, document imaging and analytics Integrated quality assessment tool Bottom-line benefits Proven track record of exceeding client s historic revenue cycle performance. Scalable to client requirements. State-of-the art tools, trained staff and experienced management to effectively work client assignments and deliver results. Ability to define payer and process issues through root cause analysis enables our clients to design and implement process improvement initiatives. Mature and robust Quality Assurance and Compliance programs.

4 Full Suite of Outsourced Solutions Patient Access Support Perform financial clearance activities for all patient types for scheduled and post-er visits Verify all required demographic data, insurance eligibility and benefit coverage, obtain authorizations/referrals Utilize payer websites, HIPAA 270/271 and leveraging payer provider customer service lines to obtain eligibility and benefits coverage Evaluate team and client quality and metrics Analyze 835 data for front end denials to identify trends and performance improvement opportunities Health Information Management Support Remote coding capability for all patient types using certified and experienced coders Detailed analytics for coding related denial trends Robust Quality Assurance and Compliance Program Ability to scale coders to meet seasonal and business demands Process Improvement Insights Routine analysis of accounts receivable aging, payer behaviors and denial trends Customized web-based management reporting Tracking log of identified process issues and their impact on revenue management Communication of key findings through regular client updates

5 Business Office Support Ongoing collection of targeted aged insurance claims (e.g., claims aged > 120 days) Focused high volume/low balance claim follow-up System conversion support (e.g., pre go-live cash acceleration and/or wind down of legacy system accounts receivable) Early out Worker s Compensation and Auto Liability account management Client Testimonials Proprietary Technology Proprietary Claims Management System (CMS) for automated work assignment Electronic eligibility and claim status inquiries using HIPAA 270/271 and 276/277 transaction sets Ability to leverage 835s for denial analytics and accelerated resolution Reverse interface capabilities to post follow up notes and demand rebills to client systems Proprietary web-based tools to prioritize claim follow-up, track issues and minimize human intervention As you might expect, we were pleased with the recoveries considering the age of the receivable we placed, but what really excited our team was their level of partnering with the staff and management. This was a significant benefit we derived from the engagement and as a result of their informative monthly reporting, we were able to address areas of opportunity and prevent future accounts from aging. VP of Revenue Cycle for a Faith Based Hospital System (2013) HGS shares a lot of best practices with us. They are doing a lot of follow-up calls to the carriers. If they find that a private insurance has a glitch in the system, we can pull the information on the accounts that are fewer than 120 days old and get those corrected claims re-sent to the carriers instead of having to wait longer. They also suggest certain habits that we can implement in our system to prevent the bleed. If we have questions or concerns along the way, we get in touch with our account manager and the senior executives. They work with us and change whatever issues we are having. VP of Corporate Billing for a national reference lab company (2013) We hired our temps, and HGS was able to present an alternative solution. Due to the expense of temporary staff, HGS was able to deliver a cadre of people overseas for us. They had been through the process with us, so we all worked together to get the staff trained on the financial clearance model. We have been executing that plan with them for some time. VP of Patient Access for a major New England based teaching hospital (2013)

6 About HGS Company Overview Global provider of BPO and customer contact center solutions Over 27,000 employees across 12 countries Over 120 client programs Over 50 contact and delivery centers Over $350 million in revenue Majority ownership by The Hinduja Group Global Locations Netherlands UK Canada Germany Italy USA Peoria, IL El Paso, TX Waterloo, IA St. Louis, MO Princeton, NJ Greenfield, IN Warrenville, IL France Jamaica India Philippines Colombia Mauritius Providing Services Where You Need Them

7 HGS Experience and Recognition Our clients include Fortune 500 companies and many of the most recognizable brands in the world, some of whom have trusted and partnered with us since our call center services began in Our clients span an extensive variety of verticals, widening and deepening our knowledge and understanding of many industries. Automotive Banking and Financial Services Consumer Electronics Consumer Packaged Goods Consumer Products Government Healthcare Insurance Logistics and Transportation Media and Entertainment Pharmaceuticals Publishing Restaurants and Hospitality Retail Technology Telecommunications Dun & Bradstreet International ICTAwards NASSCOM HROA Neo IT One of the Top ITES companies in India Winner of the Most Innovative BPO in Philippines 2008 Top 15 ITES BPO exporters FY 07/08 Gold Medalist in Competency Development in BPO Top 2 call center companies globally Data Quest Forbes Asia IAOP IAOP Top 10 Employers for Employee Satisfaction / HR Practices 1 of 200 Best under a Billion Top 20 by Industry Focus - Healthcare Top 100 Outsourcing List 2010/2011

8 HGS Contact Center and BPO Outsourcing Replaces fixed costs with variable expense that can be quickly scaled up or down as required; Leverages location-specific benefits off-shore solutions maximize value, on-shore solutions offer neutral dialect; Brings forward-thinking, innovative initiatives to your business; allowing you to focus on your core product. Build Long Term Customer Loyalty Achieve Lifetime Customer Value To learn more about HGS EBOS, please contact: Michael McGhee Vice President Provider Practice Leader Princeton, NJ. Direct: (609) Cell: (732) For further information, visit United States Canada India Philippines Mauritius United Kingdom Germany Netherlands Italy France Colombia Jamaica Copyright 2014 HGS, Ltd. All Rights Reserved