2013 Lives Impacted Report. Making a difference in people s lives. is the core of our company. In 2013, Human Arc positively impacted the

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1 2013 Lives Impacted Report Making a difference in people s lives is the core of our company. In 2013, Human Arc positively impacted the lives of more than 1.2 million people. 30 years Making a Difference

2 30 years Making a Difference 1,276,300 LIVES IMPACTED IN 2013 Human Arc Making a Difference in an Incredible Way For 30 years, Human Arc has been a leader in health care related program eligibility enrollment and reimbursement services. Human Arc helps bridge the gap between the need for quality health care among at-risk populations and their means to pay for it. We do this by working with hospitals, health systems and health plans to enroll their patients and members in government assistance programs such as Medicaid, newly available subsidized Marketplace insurance, and disability income benefits. These services help clients optimize their revenue while improving the lives of their patients and members with low or no income as well as those who are aged or who have disabilities. To achieve this, the company blends a sharp focus on areas such as innovation, growth, profitability, and results for clients with the goal of providing significant benefits to people in need. This hybrid approach puts equal focus on successful business and positive social outcomes, yielding powerful results. Since our inception in 1984, Human Arc has experienced substantial growth, produced billions of dollars in incremental income for clients, positively impacted millions of people s lives, and built a strong organization of employees passionate about the opportunity to make a living while making a difference. At Human Arc, making a difference is an ideal that has guided our work for 30 years, enabling us to improve our clients fiscal health while helping millions of people improve the quality of their lives. As we look to the future, making a difference continues to be an integral part of our company, now in a more incredible way than ever before. We measure our impact in this area by tracking the number of people or lives we positively impact in three key areas: 1. Business Activities 2. Voluntary Employee Outreach 3. Corporate Community Initiatives We measure the number of For every hour our associates spend In conjunction with our nonprofit patients, health plan members and volunteering in the community, we entity, the Human Arc Family consumers we help through our measure the people they help as Foundation, Human Arc hosts several day-to-day services. lives positively impacted. corporate community initiatives each year to help people in the community. Business Activities 31% Voluntary Employee Outreach 12% Corporate Community Initiatives 57% Mike Baird, Founder and CEO Glen Lair, Shareholder and Executive VP Jeff Markle, President and COO

3 41 % increase in lives impacted I m most passionate about Pelotonia because THEY are so passionate about the fight to end cancer. Look out cancer, you don t stand a chance. Kate, Information Technology Our Mission We make a difference. We serve people by being responsive to their needs and empowering them to improve the quality of their lives. We achieve business success by improving the fiscal health of our clients and partners in the health care marketplace and improving access to health care and other quality-of-life benefits. We make America healthier. photo courtesy of: Patrice Morgan 1,276,300 Lives Impacted in 2013 In 2013, Human Arc and its 600 associates positively impacted more than 1.2 million people across America achieving a major strategic goal to make a difference for at least 1 million people a year. Our 2013 results surpassed our goal by 28% and are 41% better than the company s 2012 results. How Did We Do It? ENHANCED the services we can provide clients to help their patients and members who are without income, uninsured, under-insured, aged, or have disabilities. LAUNCHED a new solution to screen lower-income hospital patients for federally subsidized insurance available through the new online health insurance Marketplaces. STRENGTHENED our SSI/SSDI screening and enrollment support efforts under the Champion Disability Advocates brand, helping more people access monthly income benefits. EXPANDED the use of our innovative information-processing technologies, increasing our abilities to reach and empower people in need. HOSTED several large-scale community fundraisers and outreach initiatives through our nonprofit entity, the Human Arc Family Foundation. PARTICIPATED as individuals and teams more than ever before as volunteers in the community, logging almost 8,400 hours of volunteer time. I give back by supporting Special Olympics. It is my hope that by my volunteering, I can help others understand that everyone is worthy of fun, respect and love no matter what. Missy, Hospital Services At past places of employment, I was always viewed as an odd duck because I was passionate about helping people. At Human Arc, that s our culture. Anna, Health Plan Services I am passionate about learning from those who have already lost more than we can know and being an advocate for them makes a difference in everything I do. Anna, Hospital Services

4 Human Arc is a great asset to this organization. Our patients truly appreciate the services you provide! Hospital Client 32 % increase in lives impacted 2013 Business Activities: 403,000 Lives Impacted Human Arc provides a service that is very valuable for members. It s one of the few projects we work on where we can see the impact on members lives. Health Plan Client I feel I m talking to someone who knows what s going on you don t know how much better it makes me feel just talking to you. Thank you so much. I am very happy! Hospital Patient You may not realize this but I will definitely remember you and think about you after leaving the hospital. Thank you for listening and helping me. Hospital Patient Human Arc offers a wider array of services than ever before to hospitals, health systems, health plans and consumers nationwide. Through these services, we touch lives every day, conducting well over 20,000 evaluations each month with patients and plan members to determine their potential eligibility for benefi ts. Hospital Services For hospitals, or health care providers, we determine whether their uninsured or under-insured patients qualify for government-funded or federally subsidized health care programs and, if so, help them apply and enroll. This enables hospitals to obtain reimbursement for treating these patients, and it lessens the burden on patients with few or no resources to pay for that care. These services are critically important, because an estimated one or more of every three Americans has been either uninsured or under-insured sometime during the last several years. And with health care reform, even more help is needed to serve the 33 million additional people expected to qualify for either Medicaid or a subsidized health insurance policy. Health Plan Services For managed care health plans, or health care payers, our services help members with lower income and assets enroll in government-funded assistance programs that provide additional income or help pay health care related expenses. This enables health plans to secure higher reimbursement amounts to meet the added costs of health care for the elderly, people with disabilities and other special needs groups. Patient and Member Relations Many with whom we work also have critical nonmedical needs that aren t being met. Through our Patient and Member Relations approach, our representatives can provide, at no cost to them, information on resources to meet as many as 50 different non-medical needs. Services to Hospitals and Health Systems Medicaid primary and secondary insurance eligibility screening and enrollment. Eligibility screening, education and enrollment for federally subsidized Qualifi ed Health Plans. Hospital charity care program screening. Disproportionate share (state safety net fund) screening and enrollment. Disability income screening and enrollment support for hospital patients and other consumers. Medicaid, Medicare and commercial account audit services. Denials management and appeals. Out-of-state Medicaid billing and follow-up. Hospital legacy account clean-up during system changeovers. Hospital process improvement consulting. Services to Managed Care Health Plans Dual eligibility outreach and enrollment for Medicare Advantage plan members. Disability screening and SSI enrollment support for Medicaid plan members. Federal Low Income Subsidy outreach and enrollment. Re-enrollment services for dual Special Needs Plan members. Medicare conversion services for small employer groups and commercial plans. Member retention consulting.

5 8 % increase in lives impacted 2013 Voluntary Employee Outreach: 147,400 Lives Impacted A Case Study in Community Outreach Human Arc focuses on recruiting and retaining people who are caring, compassionate and committed to making a difference in the community. As a result, we ve become known for our distinct personal approach to working respectfully and successfully with at-risk populations. We encourage our associates to actively support the community outside of work as well, providing them with eight hours of paid time to A wheelchair-bound patient mentioned to Alice, his Human Arc representative, that things are so bad right now I have to drag myself up and down the stairs every time I leave and come home. The statement resonated with Alice. In that moment, I knew I could help. I wasn t sure how, but I knew I could do something. I am most passionate about helping the homeless and wounded war veterans. Jessica, Hospital Services I am so proud to work for this company and love the work we do. We touch lives in so many ways we probably don t even know it. Brandon, Hospital Services volunteer each year. Over the years, our associates have contributed tens of thousands of hours to worthy outreach efforts. The patient had tried for years to find community resources to build a ramp that would make his home wheelchair The top five organizations benefiting from our associates community service hours in 2013 were: The American Red Cross, accessible, but without success. Case Elementary School (Cleveland, Ohio), the Greater Cleveland Food Bank, Harvesters Community Food Network (Kansas City, Mo.), and Junior Achievement of Northeast Ohio. After confirming no help was available from local organizations, Alice and Jeff, a Human Arc coworker who had experience volunteering with Habitat for Humanity construction jobs, took it upon themselves to provide a suitable wheelchair ramp to the patient s front door. They designed a ramp Every opportunity I get, I allow my light to shine by volunteering my time. The volunteer hours we put in as employees of Human Arc are an opportunity to complete with a small deck, launched a fundraising campaign that netted the $1,400 needed for materials and recruited other Human Arc volunteer builders. The team then completed the construction in a single weekend, working alongside the patient and At Human Arc, we are responsive to our society. Everything we do each day improves the wellbeing of our community and our country. Fred, Marketing give back and help others in need. his family. Josephine, Hospital Services When the project was complete, the five Human Arc volunteers saw how they d made a difference, watching the patient happily enter his house for the first time in years without having to pull himself up his front steps. Said one volunteer, Often we underestimate just how meaningful a small act of caring can be; it can turn a life around! Race To a Million photography: Patrice Morgan

6 57 % increase in lives impacted 2013 Corporate Community Initiatives: 725,900 Lives Impacted Human Arc and its nonprofit entity, The Human Arc Family Foundation, host a number of large-scale corporate community outreach initiatives to positively impact the areas where we live and work. RACE TO A MILLION. Human Arc s third-annual Race to a Million 5K and 2K fundraisers benefited local food banks in Ohio, Missouri and Michigan. In all, the events raised enough money to provide 386,000 meals, 75% more than in The Human Arc Family Foundation, a registered 501(c)3, generates charitable donations to give back to community outreach organizations and causes that benefit people in need. CIRCLE OF GIVING. A program that enables Human Arc employees to donate any amount they choose from each paycheck, with a company match. Collected funds benefit causes chosen each quarter by participants. In 2013, this effort provided meals for hundreds of thousands of people in need through the national Feeding America foundation and other hunger-relief organizations. EDUCATION-FOCUSED INITIATIVES. Human Arc supports a range of initiatives to support local schools. JUNIOR ACHIEVEMENT. For years, employees have served as classroom volunteers and raised funds to benefit Junior Achievement. In 2013, employees raised more than $8,000 for this cause. BACK-TO-SCHOOL BACKPACK DRIVE. Since 2007 this program has helped 14,000 inner-city students and their families through the donation of school supplies. HUMAN ARC CLEAN HANDS PROGRAM. This program provides hand sanitizers at no cost to urban schools. In 2013, sanitizers were distributed to 28 Northeast Ohio schools, impacting an estimated 31,000 lives. PRESCRIPTION SAVINGS CARD. Since 2012, Human Arc has helped nearly 80,000 people obtain prescription discounts through these free cards, with an average savings of 40% off each prescription. On behalf of the entire [school] family, we thank you for your kind donation and for making a difference in the lives of our students and families. Your compassion and caring are very much appreciated and assist us to meet our school goals of increasing attendance [and] improving academic performance and communication. We value your partnership and look forward to working with you in the future to carry out our mission. Once again, THANK YOU! -Elementary school principal photo courtesy of: Patrice Morgan

7 Our Goals One thing has always differentiated Human Arc from other revenue cycle vendors: our dual mission to create business success while making a difference for people in need. Positively impacting the lives of more than 1 million people in 2013 is a tremendous achievement that illustrates this commitment. In 2014 and 2015 we will build on this success by: Making a Difference in an Incredible Way IMPACT LIVES in greater numbers than ever before. Increase the number of lives we positively impact beyond 1 million people per year through expanded services to our clients, employee volunteerism and corporate community initiatives. UNDERSTAND the depth and breadth of our impact. Seek to better understand the impact our employees feel when helping others in need, the impact on those people we are helping, and the different types of outreach activities in which our employees participate. EXPAND employee assistance programs. Enhance the ways we are supporting our own employees in need during times of personal hardship. Inspiring Others to do the Same SHARE The Human Arc Story with others. Find ways to share our community outreach approach and initiatives with individuals and organizations, with the goal of inspiring them to make a difference. Experience. Compassion. Results East 40th Street, Cleveland Ohio Fax years Making a Difference 2014 by Human Arc COR0028-R0614