SYMPTOMS AND HEALTH CARE SUPPORT

OptumHealth's NurseLine^SM is a decision support service designed to reduce caller ER visits and employee absenteeism.

NurseLine connects consumers with specially trained nurse “coaches” who address a consumer’s immediate symptom in addition to issues that impact their quality of life and quality of care.

Using a proactive coaching model combined with our powerful eSync Platform^SM technology, NurseLine service connects consumers with the:

• Right treatment—guidance on when and where to seek care
• Right provider—scheduling appointments with high-quality network providers
• Right medication—coaching on lower cost options, drug interactions and appropriate use
• Right lifestyle—referring to wellness and behavioral health services

The NurseLine service:

• Supports a full range of health care needs: Medication use, primary care provider relationships, health and wellness, treatment and symptom support
• Available 24 hours a day, 7 days a week
• “Live” nurse access over the phone or through NurseChat online
• Appointment scheduling with high-quality, network providers
• Wellness and behavioral health referrals

The NurseLine service has the following results:

• 2:1 average return on investment
• 70% of callers with ER pre-intent avoid the visit after a NurseLine call
• 8.8 hours reduced absenteeism per employee/per event

Source: Book of business NurseLine Service Analyses, 2008