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Telemedicine and Virtual Mental Health

Olive AI, Inc.

Start Date: December 1, 2020

MEMBER EXPERIENCE

MEMBER EXPERIENCE

Telemedicine and Virtual Mental Health

Solution

Easy to use mobile app! Get help at home, work, or when traveling.

OVERVIEW

Confidential diagnosis and treatment are provided conveniently via

phone and video.

Within MINUTES, patients are connected to doctors or counselors.

No cost to employees or their family members!

When appropriate, a doctor may prescribe a medication.

Doctors and counselors licensed in

50 states. Use FSH from home, work, or when traveling.

What Telemedicine Treats

Skin Rash / Injury / Infection

Other Medical Question

65%

Sore Throat

of consultations result in a prescription

Stomach Pain/Issue

Other Skin Issue

Pink Eye

Urinary Tract Infection

Other Eye Issue

Flu

Sinus Issue

Rx Refill

Tooth Ache

Body Injury or Pain

Yeast Infection

Cold Sore / Herpes

Medication Question

Ear Ache

Other Gynecologic Issue

Allergies

Cough

What Virtual Mental Health Treats

24/7

short-term, solution-focused counseling

Parenting Stress

Relationship Issues

Depression

Work Stress

Substance Use

Grief

Anxiety

Patient Experience

PATIENT

EXPERIENCE

Request

TO TALK TO A DOCTOR OR COUNSELOR 24/7,

DOWNLOAD THE APP.

App

Users access account through:

  • Welcome email buttons
  • Going to fshealth.com
  • Downloading the app

Verify account to create a Login using credentials like:

  • Name
  • Date of birth
  • SSN or employee ID

With the app, you can:

  • Request a telemedicine or counseling visit
  • View and listen to past visits
  • Review doctor instructions
  • Download a sick note
  • Update preferences/medical information
  • Contact FSH for help
  • Add family members

(unless you have indicated you'd like this feature turned off)

Web

Go to www.fshealth.com

Click 'Find my Account' to login for the first time

For returning users, click 'Member Login'

Same features as on app!

Phone

Call 888-691-7867

1

Identity verification

Primary symptom/reason for request

2

3

Current State

Intake

Intake takes

< 5 minutes!

4

Preferred Pharmacy

5

Phone Number Confirmation

Behavior w/o FSH

6

  • Patients may request a sick note during telemedicine intake. (Cannot request sick note from counselor.)

  • Sick notes can be downloaded from their online dashboard or mobile app following the visit.

  • Patients may receive up to 4 days* per illness and 10 days in any 12-month period.

SICK NOTES

*Can be extended to 14 days for COVID-19 related symptoms

PREVIEW

Doctor calls patient directly using the phone number provided during intake.

Visit

Video consults must be completed via mobile app.

Receive a text message/email with a link to enter the secure video exam room.

1st consultations in AR, ID, NH, and NM must be completed via video due to state regulations.

Counseling Session

Counselor calls member directly using the phone number provided during intake at the specified appointment date and time.

Counselor and member decide on schedule of calls moving forward.

Follow Up

Patients never have to

wonder what’s going on with a prescription.

Patients receive SMS and/or email notifying when a Rx is sent to preferred pharmacy.

If there is ever any issue with a Rx, employees can call 888-691-7867. Help is available 24/7.

ENGAGEMENT

ENGAGEMENT

Customized Engagement Strategies

AWARENESS

EDUCATION

Additional emails tailored to user persona

Seasonal emails that drive readers to FSH blog

Seasonal flyers with health tips

INTRODUCTION

REINFORCEMENT

Welcome email

Welcome kit mailed home

SMS text messaging

Text for internal email

Materials for open enrollment

packages / internal communications

Data-and client-dependent communications

May include .ppt presentations for break room TVs, materials for health fairs, webinars for managers or HR partners, etc.

YEAR-LONG

CUSTOMIZED

Engagement Campaign

What percentage of employees have a work and/or personal email? 100%

How would you like your company name to appear? Olive AI, Inc.

What types of communications work well? Email, OE/town hall meetings, home mailers

Who will be enrolled in the benefit? medical-enrolled & covered dependents

Next Steps

Whitelisting

ensures employees will receive First Stop Health emails

Once onboarding website is complete, FSH will forward this info to you to communicate with IT:

Email: info@fshealth.com

Email: member_services@fshealth.com

Email: quickbooks@notification.intuit.com

Email: no-reply@ordwayplatform.com

Domain: fshealth.com

Domain: sendgrid.net

IP address: 64.79.65.116

IP address: 198.37.155.5

IP address: 168.245.71.250

Welcome Kits Mailed to Employee Homes

Your Logo

Service Overview

Eligibility Information

Although we heavily promote the mobile app, it is NOT a prerequisite to using FSH. Members can simply call to request a telemedicine visit, starting on the go-live date.

Distribute Your PDF Flyers

  • Introduce FSH as part of your benefits package
  • Educate on reasons to talk to a doctor and counselor
  • Call to action: Get the app!

Share the 2-minute overview video!

  • Quick overview
  • Reasons to call
  • How to use

Counseling:

https://youtu.be/Gc62jgrC-4w

Telemedicine:

All employees: http://bit.ly/Telemed1

Benefit-eligible employees: http://bit.ly/Telemed3

Benefit-enrolled employees: http://bit.ly/Telemed0

Consult Fee: http://bit.ly/Telemed4

DATA

Eligibility File

FSH Enrollment

Monthly Updates

Initial Census

FSH Portal or SFTP

If through portal, training will be conducted prior to launch date

FSH will provide two templates to choose from: 834 EDI protocol and vertical excel spreadsheet format. These should be submitted via admin portal or SFTP at least 5 business days before go-live.

Fields include:

  • Employee ID
  • Email address*
  • First & Last Name
  • Gender
  • DOB
  • Address
  • Phone
  • Family member information
  • Last 4 SSN*

Do not send data with personally identifiable information, PII, via email

* These identifiers enable members to log in via the patient dashboard

Reporting

Reporting Frequency

Quarterly Performance and Engagement Reviews

What days/times typically work well to do a review?

Available On-Demand via Admin Portal -updated monthly

Key Performance Indicators

Mental Health Results

Number of cases, visits, and top presenting issues.

Telemedicine Impact

Diverted ER, Urgent Care, and Dr Office Visits Savings / ROI Achieved

Invoicing

Invoicing

PEPM = $6.45 (Telemedicine) + $1.95 (Virtual Mental Health)

The first invoice will be sent on 12/01/2020

Ongoing invoices are sent on the 15th of each month in advance of the upcoming month based on current enrollment.

Example: February invoice is sent on January 15th and is based on the number of active employees as of January 15th. Any additions/deletions that occur after January 15th will be reflected on the March invoice sent on February 15th.

Utilization Tiers

ΝΕΧΤ STEPS

NEXT STEPS

November 20

December 1

  • Transmit final eligibility file
  • Receive signed contract

October 28

  • Gather eligibility data (provide FSH with eligibility contact)
  • Set up sftp for file transfer
  • Employees receive welcome email
  • First invoice is sent via email

  • Email employees announcing benefit

  • Whitelist First Stop Health
  • Provide ACH information
  • Transmit test file

~ 4 weeks later*

  • Employees receive welcome mailer

*Delivered via USPS; subject to delays

November 13

November 30

Client Success Team

Annie DeSantis

Account Manager, Client Success

adesantis@fshealth.com

888-691-7867 ext. 91935

Dalay Figueroa-Ferrer

Director of Client Care

dfigueroaferrer@fshealth.com

305-810-9941

Talk to a Doctor or Counselor 24/7

888-691-7867 and press 1

ABOUT

FIRST STOP HEALTH

www.fshealth.com

233 N. Michigan Ave., Suite 1400

Chicago, IL 60601

Member Services 24/7

Follow us on social media!

first-stop-health-llc

Member_services@fshealth.com

888-691-7867 and press 2

FirstStopHealth

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