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OTC and Healthy Food ProgramsFirstLine Benefits ·10/26/20201
Our OTC are highly valuedproducts that membersappreciate.FirstLine Benefits ·10/26/20202
Who We Are.FirstLine Benefits has offered and managed several OTC programs for over 15 years.Our OTC programs provide members a health plan funded allowance to purchase health and wellnessproducts through phone, web, mail, mobile app and/or participating retailers.Our Healthy Food programs provide members a health plan funded allowance to purchase healthyfoods through participating retailers.We serve hundreds of health plans across the nation and millions of members within MedicareAdvantage and Special Needs Populations.Turnkey benefit administration includes sales collateral and training, sales event representation,eligibility file data management, member communication, call center management, productsourcing, order fulfillment, retail network management and reporting.FirstLine Benefits continues to focus on product innovation and technology that positivelyimpacts both health plans and members. These impacts have lead to industry leading NPS andmember satisfaction as well as retention scores.FirstLine Benefits 10/26/20203
Our Program Portfolio.ProgramEssentialsLow touch OTC programOmni-channel accessCatalog mailed annually250 products offered in catalog and onlineEssentials High touch OTC programOmni-channel accessCatalog mailed quarterly500 products offered in catalog and onlinePhoneWebMailMobileAppRetailFeatures SelectHigh touch OTC programOmni-channel access including retailPrepaid debit cardCatalog mailed quarterlyThousands of products across catalog, online and retail Select High touch OTC and Food programOmni-channel access including retailPrepaid debit cardCatalog mailed quarterlyThousands of products across catalog, online and retail FirstLine Benefits ·Members do not pay taxes or shipping on direct delivery ordersCatalog mailed quarterly or annually, depending on programDedicated Spanish, Cantonese and Mandarin speaking advocates2 day shipping for products purchased through direct deliveryNew member mailings begin in December (post-AEP)More brands in our catalog and online store like Colgate , Biotene ,Vicks , Prilosec , Interplak , Neosporin , etc.Single URL for all programsBalance Lookup and Card Activation for agents on FirstLine’s websiteMobile App launching for all programs and includes:o Credit balance lookup and expiryo OTC purchasingo Retail locatoro UPC scannero Order historyo Click-to-CallWebsite enhancements include:o Quick start guideso Product videoso Simple password reseto Click-to-ChatHealth plan messaging through online and offline channelsExpanded retail network (Select and Select programs)Food Program launches 1/1/21 as part of Select Select allows for one debit card to house two independentlymanaged purses; 1 for food, 1 for OTCDedicated Customer Service CSA’s focusing on Member Experience.YE NPS 86.5%; Member Satisfaction 96.3%.
Our Member Experience.ENROLLMENTSales flyers, sales andmember catalogs,postcards, banners,translated catalogsand retail directoryavailable on theUHC Agent Toolkit.FirstLineBenefits.comis another greatresource to helpanswer any questionsor find resourcesaround programs.FirstLine Benefits ·10/26/2020ELIGIBILITYEligibility files aretypically received twicea week.Data is loaded into oursystem upon receiptand members maybegin using theirbenefit.Welcome packets willbe mailed in Decemberin a comprehensivepackage including cardcarrier, card, letter,insert and catalog.CREDITSOTC credits are loadedto the prepaid debitcard on the 1st day ofeach quarter and foodcredits are loaded tocards on the 1st day ofeach month.Members can checktheir balance online,IVR, mobile app andphone.Agents can also checkmember’s balance onFirstLineBenefits.comMEMBERCOMMUNICATIONEach quarter,members are maileda catalog, letter,order form, foodinsert, OTC insertand BRE.The letter gives ahigh level overviewof the program andhow to order whilethe inserts focus onthe retail experiencefor OTC and Food.PURCHASINGMembers canpurchase productsthrough mail, web,phone, mobile appand participatingretailers.At retail, memberscan use their mobileapp and inserts toguide them.Retailers will havewindow clings stating“OTC and FoodBenefit card acceptedhere”.5
Retail Access for Select and Select Firstline Benefits 10/26/2020Confidential and Proprietary Information6
Our OTC Product Assortment.OTC MedicationsVitamins & SupplementsIncontinenceHome Medical.FirstLine Benefits ·10/26/20207
Our Food Product AssortmentMembers can find approved items on insert mailed quarterly, online, mobile app or call our call center. Nutritionals: Ensure, Boost, Nepro, Glucerna, etc. Fruit and Vegetables: Fresh – bagged or weighed (PLU), frozen, canned and dried. Grains: bread, pasta, rice, quinoa/bulgur wheat, bagels, english muffins, cereal/breakfast bars, oatmeal, etc. Meat/Seafood: beef, pork, chicken, turkey, eggs, shellfish and fish. Plant-based proteins: seeds, nuts, peanut butter, almond butter, soy protein, tofu, beans and lentils. Dairy: milk, milk alternative like soy, cashew, almond, yogurt and cheese Beverages: water, tea (single ingredient), coffee (single ingredient), fruit juice, isotonic like Gatorade. Other: frozen meals, spices/herbs, marinades, condiments, salad dressing, baking supplies, soup (box/can), etc.Exclusions include: candy, candied fruit, fruit snacks, fruit tarts and bakery items, snacks like potato chips, veggie chips, pork rinds, desserts like pie crust, cookie dough,donuts, chocolate covered nuts, bakery items and pop tarts, hot and cold deli items like cold cut meat, salad bar and fried chicken, protein powder and protein bars,frozen items like ice cream, french fries, desserts and appetizers, milk products like flavored coffee creamers and whipped cream, beverages like soda, RTD Coffee, energydrinks, powdered drink mix, weight loss drinks, pre- and post-workout drinks, muscle building powder/beverages, infant formula and infant supplies.Firstline Benefits 10/26/2020Confidential and Proprietary Information8
Our channels are owned.(or managed by OptumRx)We are 100% owned ormanaged by OptumRx because it lets usdeliver a consistent memberexperience.W EBSITEMOBILE APPPHONEFirstLine Benefits ·MAIL
Our Mobile App.FirstLine Benefits 10/26/202010
Our Website.FirstLine Benefits 10/26/202011
Our Printed Materials.FirstLine Benefits ·10/26/202012
Owning our ecosystem makes us a valuablepartner now and in the future.SEAMLESS OMNICHANNE LEXPERIENCEFirstLine Benefits ·CMS-APPROVED,IN-STOCK INVENTOR YMETRICS AND DATA TOENSURE A CONSISTENTEXPERIENCE13
Our 2019 data speaks to the strength of our business.NET PROMOTER SCOREMEMBER SATISFACT IO N86.5%96.3UTILIZAT IO NEASE TO UNDERSTAND25%10/26/2020FirstLine Benefits ·61%73%9/1014
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FirstLine Benefits delivers a seamless, consistent omnichannelexperience that’s designed for the memberWe built our business to quickly respond to changes in theindustry, our audience and technology innovation, which givesus a competitive advantage. We are a strong and stable partnerfor health plans offering OTC and healthy food benefits.21FirstLine Benefits ·10/26/2020
Thank you.FirstLine Benefits ·10/26/202022
frozen items like ice cream, french fries, desserts and appetizers, milk products like flavored coffee creamers and whipped c ream, beverages like soda, RTD Coffee, energy drinks, powdered drink mix, weight loss drinks, pre -and post -workout drinks, muscle building powder/beverages, infant formula a nd infant supplies.
