maximizing the impact of analytic insight delivery
TRANSCRIPT
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Maximizing the Impact of Analytic Insight Delivery
David Cartwright
Director Clinical Analytics, Catamaran
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Work with multiple client types
● Managed Care Organizations
● Employers
● Governments
● Unions
Help clients with utilization management strategy,
implementing plan design, and maximizing the
pharmacy health care dollar
Who is Catamaran?
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Standard Across Industry
● Client engagement
● Discuss changes in industry
● Provide upsell opportunities
Clients are always asking for more Analytic content
Catamaran is a differentiator with Analytics
Quarterly Client Reporting
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Two Companies Merged
● One company had quarterly package that had good
content, but poor visuals
● One company had a very manual package that was
different every time
The Beginning
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Catamaran wanted top of the line Quarterly
Reporting Package
● Needed to be graphic based
● Needed to look great
● Needed to be fully automated
● Needed to be requested and run as needed by individual
users
Bring deeper level of analytics to clients
What Did We Want
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Quarterly Reviews for Clients
● Focus on client trends
● Provide explanation of trends
● Review Programs that could help client
Pharmacy Benefit Reporting
1. Key Performance Indicators - ABC Company
Client Trend
$64.56
Jan 14 -
Dec 14
7.1%
-1.9%
Percent
ChangeDec 13
Jan 13 -
10.7%
-1.9%
1.4%
Percent
ChangeClaim Type
Brand
Generic
TraditionalAll Drugs
Claim Type
$31.25
Dec 14
Jan 14 -
$14.43
$45.68
Jan 13 -
Dec 13
$17.07
$46.58
$63.64
$18.89
$45.68
Specialty
Traditional $14.61
$31.96 -2.2%
-1.3%
$46.58
Date Submitted: Jan 14 - Dec 14 vs Jan 13 - Dec 13
less than BOB
comparison
benchmark
Specialty/Traditional
1.4%
Plan Paid PMPM
Plan Paid PMPM Trend
Specialty: Greatest PMPM Change
of $1.82
Traditional
1.4%
-1.9% -2.2%-1.3%
10.7%
8.6%
4.8%3.2%
7.7%
16.9%
-5%
0%
5%
10%
15%
20%
All Drugs Traditional Brand Generic Specialty
Trend By Drug Type
ABC Company BOB comparison
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Documenting
● Report layouts needed to be mocked up
● Each and every field needed to be defined
● This took months
Handed this off to the IT team to develop
● This took even more months
● And lots and lots of testing
All in, the process took over 18 months from start to
finish
Where Did We Start
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Created 45 Page PowerPoint Presentation
● Generated via Cognos and PowerPoint
● Requested via Excel
● Delivered via our Siebel request tool
BUT…
We’re Done?
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The money ran out!!!
Limited budget for updates and changes
Some things didn’t work quite right
We got the product we asked for 18 months ago
So, where do we go from here?
What Happened?
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Gained feedback and insight
● SurveyMonkey, 10 questions at a time
● Obtained feedback on array of topics
● We held focus groups to help clarify this feedback
What did we learn?
● 80% of survey responders had suggestions for changes
● Overall, 30% of clients were neutral about product or
worse
● Training gaps identified
Survey, Survey, Survey
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What did users think?
● A product that was liked, but wasn’t loved
● Many users didn’t want to stop getting old versions
● Lost flexibility in what we delivered
● Any changes would take time to document, test and deliver
Survey Results
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Option 1
● Continue working with IT
● Document changes and enhancements
● Obtain needed funding
Option 2
● Rebuild product within Analytic Team
● Replicate what was already created, and make
enhancements along the way
Decision Time
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Focus on tools already in our toolbox
● No purchasing of new products
● No products that needed user installations
And yes, they are boring
● SAS, Excel, PowerPoint
● No training
● Strong user comfort
Operation Take Back
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SAS
● Does all the heavy lifting
● Data extractions, summarizations, analytics
Excel
● Formatting flexibility
● High user comfort level`
PowerPoint
● Needed tool users understood
● Needed to print copies for clients
How Did This Work?
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Our New Report was Finished
● Created 85 page presentation
● How do we get users to request it?
● How do we get output to users?
Request Process
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Old Process used Excel
● Each quarter had to submit new requests
● Led to inconsistencies
● Requests needed 1-2 weeks before meeting
Request Process
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Report Delivery
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Moved to SharePoint
● Pre-load previous
quarters information
● Users only needed to
approve what was
displayed
● New request could
easily be submitted,
and then would be
available next quarter
Request Process
Client Name:
Carrier ID
Account ID:
Group ID:
Approve must be set to "Yes" in order
for a QPR to be generated.
Approve:
Date Basis:
PMPM/PUPM:
Timeframe:
Cost Basis:
Benchmark:
Request a QPR Report
Please fill in the information below. If requesting more than one
Carrier/Account/Group, please make sure to separate each entry with a comma.
ABC Company Q1 2015
ABC
ALL
ALL
MCO
2015 Q1 vs. 2014 Q1 (YTD vs. YTD)
Plan Paid
Submit Date
PMPM
Yes
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We were too successful
● Went from 350 requests in a quarter using old process
● Over 850 requests with new process
How did the user experience change?
● Greatly Improved 14% before, 48% after
Percent increase of 236%
Request Process
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Used SharePoint
● Because we used SharePoint for requests, we could
simplify delivery
● Users see their reports when they open SharePoint
● Managers and others could easily search for clients they
wanted to review
● Users had access to both Excel and PowerPoint
Report Delivery
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Old Process
● One big meeting with 100+ people attending for an hour
● Hard to get everyone to attend
− Vacation schedules
− Travel schedules
● Many on the call aren’t paying any attention
● No good questions, only bad questions
Training
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No Meetings for Training
● Created 8 short web videos through WebEx
● All Videos less than 10 minutes long
● Easy and quick to digest
● Available to users when they need
How did the user experience change?
● 50% found videos very helpful
● Liked being able to go back later
Training
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Mass Produce All Clients at Once
● Request process is done early
● Forces users to plan ahead
● Allows for more time to provide appropriate content
● Allows team to review slides, no longer waiting
Off-Cycle requests
● Moved to weekly
● Group all requests together and deliver at once instead of
one-off
Output
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Quarterly Changes Now Easy to Manage
● Focus Groups meet monthly
● Survey users quarterly
Allocate Resources for Changes
● No longer competing with entire company
● Prioritize based on department needs
Go Forward
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You may already have the tools you need to be
successful
The final output matters
The user experience matters
Things to Consider
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The End
Questions