Xerox 2013 Annual Report Download - page 24

• Directly supporting U.S. government programs for Medicaid expansion and state Health Insurance Exchanges.
• Services for payers and providers that support increased participation, reduce costs, improve care and meet
new regulatory requirements.
• Offering a private exchange solution for employers through our Human Resource Services group. This solution
benefits both the employee and employer through reduced costs, and improved employee care and wellness.
We apply our deep healthcare and innovation expertise across the healthcare ecosystem including providers and
payers, employers and government agencies. We help these customers focus on delivering better, more accessible
and more affordable healthcare, which leads to better health and wellness for their constituencies. We have three
market-facing verticals: Government, Payer and Pharma, and Provider.
• Government Healthcare Solutions: We provide administrative and care management solutions to state
Medicaid programs and federally-funded government healthcare programs. We provide a broad range of
innovative solutions to 37 states, which includes providing Health Insurance Exchange support services to
seven states. Our services include processing Medicaid claims, pharmacy benefits management, clinical
program management, supporting health information exchanges, eligibility application processing and
determination, management of long-term care programs, delivering public and private health insurance
exchange services and care and quality management.
• Healthcare Payer and Pharma: We deliver administrative efficiencies to our healthcare payer and
pharmaceutical clients through scalable and flexible transactional business solutions, which encompass our
global delivery model and domestic payer service centers. We support the top 20 U.S. commercial health plans,
touching nearly two-thirds of the insured population in the U.S. Our services include data capture, claims
processing, customer care, inside sales, recovery services and healthcare communications. We also provide
these services to payers outside of healthcare. No other competitor has offerings in all of these areas.
• Healthcare Provider Solutions: For hospitals, doctors and other care providers, we offer technology services
and adoption solutions that simplify healthcare operations. This includes consulting for system selection,
implementation support, training and education, technology and infrastructure services, and analytical tools
supporting clinical care, case management and metrics for quality and benchmarking. We serve every large
health system in the U.S., with contracts in all 50 states. Our services help our clients improve access to patient
data, achieve tighter regulatory compliance, realize greater operational efficiencies, reduce administrative costs
and provide better health outcomes.
Commercial Services
• Human Resource Services (HRS): From actuarial expertise to a full range of human resources (HR)
consulting that includes employee service centers, learning, retirement, health, private healthcare exchange
and welfare services, our extensive experience provides an option for organizations that need to transform their
human resources, learning or reward functions. We help HR departments engage employees as individuals by
communicating with personalized messages and enable employees to get smarter about managing their own
health, wealth and career outcomes.
• Financial Services: We serve clients in many industries by managing their critical finance, accounting and
procurement processes. Our methodologies enable transformation and continuous improvement for each client.
Our services span corporate finance and decision support, order to cash and record to report. In addition, we
provide outsourcing of financial aid and enrollment office operations for colleges and universities, and back-
room functions such as customer services, transaction processing and mailroom operations for the financial
services industry.
• Customer Care: With more than two decades of experience in contact center outsourcing, we have expertise
in many industry segments and verticals, including telecommunications, high tech, eCommerce, retail, travel,
logistics, financial services and healthcare. We provide customer service, tech support, sales and collections
and other services via multiple channels including phone, SMS, chat, interactive voice response (IVR), social
networks and email. We have locations in more than 160 countries, with over 50,000 agents who provide
customer care services in approximately thirty languages on behalf of our clients around the world.
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