Travel Guide to Onboarding Resources

New Employee Orientation NEO

Travel Guide to Onboarding Resources

Welcome to Our South Region Care Delivery Family

Table of Contents

Technology Sparq and WellConnect ellConnect Sparq and Benefits Walkthrough alkthrough Global Self Service Access to WellMed University ellMed University Microsoft Teams Quic eams Quick Start Guide art Guide

Organization Culture, Inclusion and Diversity Care Model Approach 2023 Pillars Enterprise Wildly Import ildly Important Goals (WIGS) South Region Growth Evolution New Mexico and Texas Footprint ootprint Florida Footprint ootprint Optum Florida Footprint ootprint NTX Footprint: WellMed, USMD and HCAT

Resources User Guide for Tranlations/ ranlations/Proofreading/ Proofreading/Interpreting Interpreting WellMed Charitable Foundation oundation

JOB AID SPARQ AND WELLCONNECT

UnitedHealth Group and the South Region (HCAT, Optum Florida, USMD and WellMed) offer daily news and more on our respective intranet sites. The UHG intranet is Sparq. The South Region intranet is WellConnect. Accessing WellConnect • Open your browser of choice and paste https://optumcare.sharepoint.com/sites/WellConnect in the navigation bar and press Enter • Bookmark the site by pressing CTRL + D Accessing Sparq • Open your browser of choice and paste https://uhgazure.sharepoint.com/sites/Sparq-Online/ in the navigation bar • You’ll receive a prompt to log in to your account or that more information is required

• Your USMD or South Region account appears • Select your MSID@corpitsvcs. com account • If it is not listed, select the “Use another account” option and add it

• Provide a multifactor

• Enter your MSID password • Click Sign In • Choose “Approve a request on my Microsoft Authenticator app”

authentication (MFA) code through authenticator app • Tap “Yes” and allow Face Recognition

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID SPARQ & BENEFITS WALKTHROUGH

Sparq

Broad Overview of Sparq Main Page and Toolbars • Sparq is the hub for information, news, and resources that are important for all UHG employees. Here is where you can find access to important pages like your timesheet, benefits, IT support, and more • https://uhgazure.sharepoint.com/sites/Sparq-Online • The login credentials are the user’s MSID@corpitsvcs.com and MSID associated password • Various news articles and enterprise-wide updates rotate through the picture tiles in the body of the main screen Main Headings • Our Company – contains information about United Health Group as an organization • Employee Resources – great information about employment policies, holiday calendar, pay, and benefits are all located here • Support Services – IT support, Concur (expense reporting), and security matters • Manager Center - managers will see a Manager Center that will be their leadership hub and portal for ongoing support and guidance. Non-managers will not see that tab. Managers should look for an invitation to Manager Building Blocks where they will learn various functions including some WellMed-specific people-related functions and tasks • Quick Links - a quick way to access LearnSource, Concur, Global Self Service, and more

Search • The Search bar feature allows general searches • The I want to... section (right side of screen) is a great starting place for the most commonly asked questions • Report My Time in GSS • View Pay & Benefits Info • Get Help in Employee Center • View My Links (lets an employee save favorite links right to this main page if they want to)

My Actions • A visual reminder of what is pending your response or future action • My Pay & Time Away – view PTO and paychecks • LearnSource – see when upcoming courses are due • Help Desk Tickets (UHG IT) will also appear here if any are open

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID SPARQ & BENEFITS WALKTHROUGH

Time and PTO Reporting

Finding Information about Time and PTO Reporting • https://uhgazure.sharepoint.com/sites/Sparq-Online • Hover over the Employee Resources Tab, then under Pay, Time, and Personal Info select Time and PTO Reporting • This site will assist employees in how to report time, calculate PTO balance, and other timesheet related issues

Report Your Time (Exempt) Link • This page provides step by step instructions on how to fill out your timesheet

Report Your Time (Non-Exempt) Link • There is a separate page for non-exempt employees. It provides step by step

instructions on how to fill out your timesheet

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID SPARQ & BENEFITS WALKTHROUGH

Steps to Reporting Time section • This is step by step instructions and an illustration on how to complete your timesheet • Non-exempt employees must record the time worked and the PTO time if they take a portion of the work day as PTO • Timesheets are created, edited, and corrected on the Global Self Service site

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID SPARQ & BENEFITS WALKTHROUGH

Global Self Service

Global Self Service or GSS • GSS holds all of the “business” side of employee documentation and records, including timesheets, personal information, and career development. This is where employees go to report their time, including PTO • From the Report Your Time page you were visiting, select the gray Report Your Time button to navigate to GSS. This is a quick way to get to the Timesheet page • GSS can also be accessed from Sparq. Navigate back to Sparq, then hover over Employee Resources, and under “Pay, Time, and Personal Info” select Global Self Service (GSS) • GSS requires a separate single sign on with the user’s MSID username and associated password

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID SPARQ & BENEFITS WALKTHROUGH

Global Self Service or GSS Main Page Overview • The Take Action box will remind you of any action items that are pending. Ex: approve your timecard • The Alert! box highlights any updates around holidays and any timesheet deadlines (this may not always appear as there may not always be updates) • Employee Quick Links section • View Paycheck • My Time Away From Work

• Report My Time • My MAP Goals • Career Opportunities/Referral

Managers will also have a Manager Quick Links section on the main GSS page

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID SPARQ & BENEFITS WALKTHROUGH

Personal Information Management in GSS • All of the actions that a team member will take in GSS start with the Main Menu tab • Select the Main Menu tab. Select Self Service. • Time Reporting is where to find the time sheet information that was previously discussed • Use GSS to maintain personal information records, such as emergency contacts, home and mailing address, legal name change, verification letters, and other documentation • Select Personal Information (Main Menu > Self Service) to reveal the personal information menu list • Take the time soon to review these items and ensure that your personal information is up to date

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID SPARQ & BENEFITS WALKTHROUGH

LearnSource and WellMed University

LearnSource • LearnSource is managed by United Health Group WellMed University • WellMed University is an internal learning system for the South Region entities Team members are expected to complete learning assignments in both platforms, and new assignments are made throughout the year Navigating to LearnSource • Start at Sparq, and Select LearnSource from the Quick Links toolbar at the top of the page • LearnSource requires the user’s MSID and associated password to log in Finding Learning in LearnSource • The My Current Learning section of the LearnSource main page allows a teammate to see all of their assigned courses • New hires will have courses assigned to them during their first few weeks. Typically you will receive an email when you are assigned new learning

• The Search for Learning field allows users to search for a course by name using a basic keyword search engine

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID SPARQ & BENEFITS WALKTHROUGH

• The My Learning link (available on the left side under Employee Quick Links or under the My Current Learning section allows a teammate to see their entire list of assignments and view the list of completed trainings • Select a My Learning link on the page

or

• Select the drop-down menu next to Filter Name and see that the viewing options are active and completed training courses

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID SPARQ & BENEFITS WALKTHROUGH

Employee Policies • Return to Sparq. On the main toolbar at the top of the screen hover over the Policies tab and select Employment Policies

This page is the hub for exploring important polices related to your employment. The gray buttons are categories that can be selected to view related policies. For example, if there is ever a question about the policy for taking Family and Medical Leave, you can select the Leaves & Disability to find those related policies. If you have a question about the Employee Handbook, then select that gray box to find out more.

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID SPARQ & BENEFITS WALKTHROUGH

Viewing the Time and Attendance Policy • Hover over Policies on the toolbar and select Employment Policies • Select the Time & Attendance gray box on that page • Select a My Learning link on the page • Select the Attendance-U.S. link to display the policy

Save this page as a favorite • Review how these policies impact your time and attendance

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID SPARQ & BENEFITS WALKTHROUGH

Employee Benefits • Return to Sparq. On the main toolbar at the top of the screen hover over the Employee Resources tab • Notice the Benefits & Discounts section • 401(k) & ESPP | Fidelity – 401(k) and stock purchase plans and set up any contributions you want • Benefits Site (US) – benefits offered by the organization • Employee Assistance Program (EAP) – free services to support a variety of employee concerns and events, including mental health resources • Employee Discount Site – employee discounts at many different retail and service vendors Navigating to the Primary Employee Benefits Site • On Sparq, on the main toolbar at the top of the screen hover over the Employee Resources tab • Under Benefits & Discounts select Benefits Site (US). The benefits resources also require the user’s MSID and associated password to log in

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID SPARQ & BENEFITS WALKTHROUGH

The bell icon along the top toolbar will have a red dot or a number next to it to indicate that you have an action item to take, or a message to review. As a new hire, this is where you can click first to understand step by step what you need to do to sign on for benefits.

A new hire can click on the Health and Insurance , Savings and Retirement, and Additional Benefits sections to learn about the different benefits that are available to them.

401(k) Match Overview From the main Benefits Site, select Savings and Retirement at the top of the page under the search bar. For any section a new hire selects ( Health and Insurance , Savings and Retirement, or Additional Benefits ), they will see a tile for each benefit offering, as well as a list of Quick Links along the right side.

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID SPARQ & BENEFITS WALKTHROUGH

Eligibility for benefits may vary, but most benefits are effective the first of the month following date of hire. • Select the 401(k) Savings Plan blue button • Read about the retirement plan that the organization offers • Select the down arrow next to Company Match from the main list on the page to reveal information • The company will match up to 4.5% of an employee’s 401(k) contributions • The chart on the page shows that in order to get the full 4.5% match, the employee needs to contribute at least 6% of their pay each pay period • These company match contributions will start after the employee has one year of service (so this will start next year for the new hires) New employees can set up their 401(k) contributions on the Fidelity Net Benefits site (there is a link on the right side of this page, or also from Sparq > Employee Resources > 401(k) & ESPP | Fidelity). • Scroll down and select the down arrow next to Vesting from the main list on the page to reveal information • Vesting means the amount of the retirement plan that is fully yours. You are always 100% vested in any contribution you make, but there is a two-year rule that determines when you are vested in the company match portion of your account. After two years of service, you become 100% vested in any past or future company contributions to the 401(k) account • If employees are part of a newly acquired clinic, their tenure is grandfathered, so they may be automatically vested if they have worked at that clinic for more than two years

Exploring Health Insurance On any Benefits Site page, select Health and Insurance at the top of the page.

New employees have 30 days from date of hire to enroll in benefits. Benefits take effect the first of the month following their start date. Under the Health section of the page, select the Medical Plans blue button. Employees will find general information there about the various benefits plans and features. Employees can view the different plan offering and compare the benefits using this site. • Select Compare Plans Details and Premiums from the right side I Want To… links menu

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID SPARQ & BENEFITS WALKTHROUGH

• Select the answers to the Filter Questions and fill in the boxes with their responses • Select Explore Your Options • Notice the options and differences (high level) in the plan costs

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID SPARQ & BENEFITS WALKTHROUGH

The additional plan information is contained below the pricing chart. There are several key information areas and these are a very high level comparison between the plans that appear in the chart. • Select the plus (+) sign next to HSA Company Contribution (Employee-only/Family) to reveal information. • Scroll down and select the plus (+) sign next to Annual Deductible (Individual/Family) to reveal information. • Scroll down and select the plus (+) sign next to Coinsurance to reveal information. • Scroll down and select the plus (+) sign next to Primary Doctor Office Visit to reveal information. • Scroll down and select the plus (+) sign next to Network Pharmacy (Up to 31-day supply) to reveal information.

Select the Dental tab at the top of this screen and review (high-level) the dental plan options. The options will be different for everyone based on the information entered into the comparison form.

Select the Vision tab at the top of this screen and review (high-level) the vision plan options.

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID SPARQ & BENEFITS WALKTHROUGH

Reviewing Disability, Life Insurance, and Additional Key Benefits

On the Benefits Site, select Health and Insurance from the toolbar at the top of the screen.

On the Benefits Site, select Health and Insurance from the toolbar at the top of the screen. Scroll down to the Insurance section and select the Disability Insurance blue button. Employees have access to both long and short term disability plans that are paid for by the organization, and this is the page to visit for more information about those offerings. Return to the previous page (use the browser’s Back button or select Health Insuranc e from the top toolbar), then scroll down to the Insurance section and select the Life Insurance blue button. Employees have free live insurance paid for by the company at two-times (2X) their annual salary plus benefits compensation.

Select Additional Benefits from the top toolbar. This page holds information about all the other benefits offered by the organization, such as tuition reimbursement, paid parent and caregiver leave, and PTO.

Scroll down to the buttons that appear on the page. Under the Work and Life section, notice the yellow Tuition Reimbursement button. Employees can receive up to $5,250 per year for accredited courses. They can find more information on that page.

Scroll down to the And More! section and notice the Employee Discounts yellow button. This is another way to view the thousands of discounts available from travel, beauty aids, amusement parks, movies, and more.

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JOB AID GLOBAL SELF SERVICE

Entering Time for Exempt Employees - U.S. To Enter Time Away From Work: • Open browser of choice. Paste https://globalselfservice.unitedhealthgroup.com/ in the navigation bar • Login with your 9-digit member code and password • Select Report My Time • Select the Exception Time Reporting Code from the drop-down list to represent the type of time off taken • Enter the appropriate number of hours in the column Quantity • If you are using multiple time reporting codes for a single day, you must add a new row (+) for each reporting code • Click Submit. Click the I So Attest checkbox. Click Save. Click OK

To Enter Prior Period Adjustments: • Click Previous Period • Locate the row to make changes to the appropriate time column • Select the Adjustment Reason Code • Click Submit. Click I So Attest. Click Save. Click OK

Helpful Tips • Company Holidays are part of your

• Modification or deletion of time for prior pay period dates will be adjusted on your next pay

annual salary and will not appear in your

timesheet

period check

• Please make sure you are entering the correct quantity for the code being

• You can make changes to your timesheet after you submit as long as it is within the Payroll

selected

deadline

• You can go back one pay period to enter time adjustments, your manager can go back two pay periods on your behalf • Changes beyond two pay periods must be reported to HRdirect by your manager

• For manager approval, time must be submitted by Monday, noon Central Time each pay week. PTO hours will not need to be approved by managers if you are exempt, only dollar amount

submissions

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID GLOBAL SELF SERVICE

View and Maintain Time Worked for Nonexempt Employees - U.S. To Enter Time Worked • Open browser of choice. Paste https://globalselfservice.unitedhealthgroup.com/ in the navigation bar • Login with your 9-digit member code and password • Enter your In, Meal, Return , and Out times daily. Acceptable formats include - a, am, A, AM • Click Submit, then Scroll to the right to use the – or + sign to delete or add a row • To view reported hours, open Reported Hours Summary. To view PTO balance, open Leave Balance To Enter Your Time Away From Work • Select Exception Time Reporting Code from the drop-down list to represent the type of time off taken • Enter the appropriate number of hours in the Quantity column • For multiple time reporting codes in a single day, you must add a new row for each reporting code • Click Submit . Click I So Attest . Click Save . Click OK.

To Enter Prior Period Adjustments • Click Previous Time Period • Locate the row to make changes to the appropriate In/Out time • Select Adjustment Reason Code • Click Submit . Click I So Attest . Click Save . Click OK. Helpful Tips • Company Holidays are already entered

• You can make changes to your timesheet after you submit as long as it is within the

• Always use the Out column to record the end of day • You can go back one pay period to enter time adjustments, your manager can go back two pay

Payroll deadline

• Make sure you enter your time accurately and by the Payroll deadline in order to get

periods on your behalf

paid on time

• Modification or deletion of time for prior pay period dates will be adjusted on your next pay period check

• Changes beyond two pay periods must be completed by HRdirect after being approved and requested by the manager

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID ACCESS TO WELLMED UNIVERSITY

These are instructions to navigate to WellMed University from the Wellconnect SharePoint Homepage, to find the New Employee Orientation (NEO) session, and New Employee Orientation (NEO) Curriculum. Open Chrome to access SharePoint Homepage – WellMed/USMD/Optum FL Home Landing Page ( Chrome is the preferred browser for accessing WellMed University ) • WellMed: https://optumcare.sharepoint.com.mcas.ms/sites/WellConnect ■ On the top left side of the screen, under Employee Center , click on WellMed University • USMD: https://optumcare.sharepoint.com.mcas.ms/sites/USMD ■ On the right side of the screen, click on Wellconnect ■ Once you are on the Wellconnect SharePoint homepage, on the top left side of the screen under Employee Center , click on WellMed University ● Optum FL: https://optumcare.sharepoint.com/sites/TeamFloridaHub ■ On the right side of the screen, click on WellMed University When the Enterprise Secure Sign On screen appears, sign in with your MSID and MSID Password to log on to WellMed University From the WMU Homepage , hover over Learning and click on Learner Home

Under DUE SOON , click New Employee Orientation Curriculum to view materials, videos, and courses that need to be completed either prior to or after the live NEO Session

Under ASSIGNED/NO DUE DATE , see New Employee Orientation Session. Do Not click on the session. This is a placeholder for the class.

© WellMed Medical Management Incorporated. All rights reserved.

JOB AID ACCESS TO WELLMED UNIVERSITY

If you have any issues accessing WMU, complete the following step • CHROME is the preferred browser when accessing the WellMed University

• Go to https://wellmedu.csod.com/ • Type your credentials, click Enter ■ Username: Employee ID or your email address ■ Password: Changeme11!

• If you are still unable to access WellMed University, you will need to submit an ETD WellMed U System Support request • Visit https://wellmed.quickbase.com/db/ bp5ysumez?web=1 and click on WMU System Support • The request type is WMU General Support . It can take up to 24-48 hours to complete your request

© WellMed Medical Management Incorporated. All rights reserved.

Microsoft Teams

Quick Start Guide New to Microsoft Teams? Use this guide to learn the basics.

Every team has channels Click one to see the files and conversations about that topic, department, or project.

Start a new chat Launch a one-on-one or small group conversation.

Use the command box Search for specific items or people, take quick actions, and launch apps.

Add tabs Highlight apps, services, and files at the top of a channel.

Manage profile settings Change app settings, change your pic, or download the mobile app.

Move around Teams Use these buttons to switch between Activity Feed, Chat, your Teams, Calendar & Files.

View and organize teams Click to see your teams. In the teams list, drag a team name to reorder it.

Manage your team Add or remove members, create a new channel, or get a link to the team.

Add files Let people view a file or work on it together.

Find personal apps Click to find and manage your personal apps.

Reply Your message is attached to a specific conversation.

Join or create a team Find the team you’re looking for, join with a code, or make one of your own.

Compose a message Type and format it here. Add a file, emoji, GIF, or sticker to liven it up!

Add apps Launch Apps to browse or search apps you can add to Teams.

MP oi wc reorsPo f itnTte2a0m1s6

Sign in

Pick a team and channel A team is a collection of people, conversations, files, and tools — all in one place. A channel is a discussion in a team, dedicated to a department, project, or topic. Click Teams and select a team. Pick a channel to explore the Conversations , Files , and other tabs.

In Windows, click Start > Microsoft Teams . On Mac, go to the Applications folder and click Microsoft Teams . On mobile, tap the Teams icon. Then sign in with your Office 365 username and password. (If you’re using Teams free, sign in with that username and password.)

Start a conversation With the whole team ... Click Teams

Start a meeting

, pick a team and channel, write your

Click Meet now

under the area where you type a message to start a meeting

message, and click Send

.

in a channel. (If you click Reply , then Meet now

, the meeting is based on that

conversation.) Enter a name for the meeting, then start inviting people.

With a person or group ... Click New chat

, type the name of the person or group

in the To field, write your message, and click Send .

Microsoft Teams PowerPoint 2016

@mention someone To get someone’s attention, type @ , then their name (or pick them from the list that appears). Type @team to message everyone in a team or @channel to notify everyone who favorited that channel.

Make video and audio calls

Click Video call number, click Calls

or Audio call

to call someone from a chat. To dial a

on the left and enter a phone number. View your call

history and voicemail in the same area.

Reply to a conversation Channel conversations are organized by date and then threaded. Find the thread you want to reply to, then click Reply . Add your thoughts and click Send . *Audio/Video calls are limited to other members of Teams, they cannot be made to outside companies or phone numbers.

Add an emoji, meme, or GIF

Click Sticker under the box where you type your message, then pick a meme or sticker from one of the categories. There are also buttons for adding an emoji or GIF.

Microsoft Teams PowerPoint 2016

Stay on top of things

Share a file

Click Attach under the box where you type messages, select the file location and then the file you want. Depending on the location of the file, you’ll get options for uploading a copy, sharing a link, or other ways to share.

Click Activity

on the left. The Feed shows you all your notifications and

everything that's happened lately in the channels you follow.

Add a tab in a channel

Work with files

Click

by the tabs at the top of the channel, click the app you want, and then

Click Files on the left to see all files shared across all of your teams . Click Files at the top of a channel to see all files shared in that channel . Click More options ... next to a file to see what you can do with it. In a channel, you can instantly turn a file into a tab at the top!

follow the prompts. Use Search if you don’t see the app you want.

Microsoft Teams

Search for stuff

Add apps

Type a phrase in the command box at the top of the app and press Enter. Then select the Messages , People , or Files tab. Select an item or click Filter to refine your search results.

Click Apps

on the left. Here, you can select apps you want to use in Teams,

choose the appropriate settings, and Add .

Next steps with Microsoft Teams

See what’s new in Office Explore the new and improved features in Microsoft Teams and the other Office apps. Visit https://go.microsoft.com/fwlink/?linkid=871117 for more information. Get free training, tutorials, and videos for Microsoft Teams Ready to dig deeper into the capabilities that Microsoft Teams has to offer? Visit https://go.microsoft.com/fwlink/?linkid=2008318 to explore our free training options. Send us your feedback Love Microsoft Teams? Got an idea for improvement to share with us? On the left side of the app, click Help > Give feedback . Thank you!

Find your personal apps

Click More added apps

to see your personal apps. You can open or uninstall

them here. Add more apps under Apps

.

Get other Quick Start Guides

To download our free Quick Start Guides for your other favorite apps, go to https://go.microsoft.com/fwlink/?linkid=2008317.

Culture, inclusion and diversity

“Culture, inclusion and diversity matter because balance for the better is what we’re after. We encourage and value all perspectives, experiences and voices from our team members and from our customers and clients. When we fully reflect our communities and those we serve, we will be better equipped to solve the biggest issues facing the health system, one person at a time.” Andrew Witty UnitedHealth Group Chief Executive Officer

3

Care Model Approach

Access to Care & Information • Health care for Medicare-eligible individuals • After-hours access to health care providers • Easy access to medical information for patients Practice Management • Disciplined financial management • Cost and benefits factor into decision making • Facilities management Practice-based Services • Comprehensive care for both acute & chronic conditions • Prevention screenings & services • Ancillary diagnostic services such as lab & x-ray Practice-based Care Teams • Primary care leadership coordinates care to help improve patient outcomes • Effective communication • Patient participation • Health education nurses

Health Information & Technology • Electronic medical record

• Electronic orders & reporting • Evidence-based decisions Care Coordination • Collaborative relationships–ER, hospital care & specialist care • Care transition, palliative care & on-site social worker • Patient engagement and education Care Management • Comprehensive patient-focused processes establishing a trusted relationship, streamlining engagement touch-points, and improving coordination within the healthcare team • Focus areas: Patient Engagement; Care Service Alignment; Interdisciplinary Management Quality & DataRap® • Doctors and nurses working with health care analysts to drive outcomes • Evidence-based best practices • Medication reviews

©WellMedMedicalManagement,Inc.. Allrightsreserved.ConfidentialpropertyofWellMed.

2023 PlLLARS Areas of Break Through/Priorities

0

0

e

CLINICAL CARE

QUALITY & RISK ADJUSTMENT

PEOPLE

GROWTH

Enterprise Wildly Important Goals (WIGs)

Hospital Strategies (Clinical Care Pillar) Reduction of ER, LTAC, ARU Utilization and meeting Observation goals across the Enterprise.

Specialty Referral Optimization (Clinical Care Pillar) Patients leave the PCP office knowing they have a referral and increase the rate of Tier 1 specialty referrals.

Patient Support Programs (Clinical Care Pillar)

One Team Care Model (Clinical Care Pillar)

Consistent Delivery of Gaps in Care (QRA Pillar) Gaps in care for all health plans are delivered to all clinicians one way.

Major Business Objectives (People Pillar & Growth Pillar) MBOs will be the strategic driver for all Enterprise goals and initiatives.

Everyone that touches a patient will have access to all patient communication/ notes and will use them when talking to the patient.

Every member has a documented touch.

© WellMed Medical Management, Inc.. All rights reserved. Confidential property of WellMed. Do not distribute without express permission from WellMed.

South Region Growth Evolution

WellMed/Optum expands to North Florida

Legacy DaVita Medical Group rebrands to Optum WellMed expands to Houston and Waco

Dr. George Rapier III opens Trinity Medical Group in the San Antonio Medical Center

HCP rebrands to DaVita Medical Group WellMed purchases HomeCare Dimensions

WellMed expands to Northeast and Southwest Florida

WellMed purchases Healthcare Associates of Texas (HCAT)

DaVita purchases Health Care Partners (HCP)

WellMed Networks, Inc. (WNI) is established

WellMed expands to Tampa and Orlando

WellMed Network of Florida, Inc. (WNFI) is established

WellMed expands to West Texas

1990

1996

2005

2007

2008

2010

2011

2012

2013

2016

2019

2020

2021

2022

2006

2014

2017

2023

WellMed Medical

WellMed Charitable Foundation (WCF) is established

WellMed expands to Treasure Coast

WellMed joins Optum

WellMed expands to Dallas/Ft. Worth

WellMed expands to South Florida

WellMed expands to Southwest New Mexico

WellMed expands to East Texas

WellMed, USMD, HCAT and Optum Florida teamed as the South Region under Optum Care

Management, Inc. (WMMI) is established

JSA becomes part of HCP

WellMed purchases USMD

Optum acquires DaVita Medical Group

South Florida medical offices rebrands to Optum

46

© WellMed Medical Management, Inc.. All rights reserved. Confidential property of WellMed. Do not distribute without express permission from WellMed.

New Mexico and Texas Footprint

© WellMed Medical Management, Inc.. All rights reserved. Confidential property of WellMed.

Florida Footprint

© WellMed Medical Management, Inc.. All rights reserved. Confidential property of WellMed.

Optum Florida Footprint

© WellMed Medical Management, Inc.. All rights reserved. Confidential property of WellMed.

NTX footprint: WellMed, USMD and HCAT HCAT

© WellMed Medical Management, Inc.. All rights reserved. Confidential property of WellMed.

SPANISH SERVICES TEAM

User Guide for Translations/Proofreading/Interpreting (Please refer to document in SharePoint for updated version) Overview

Difference between translation, proofreading, and interpretation:  Translation: Written source  Written target

Proofreading: Spanish and English spelling, grammar, and punctuation

 Interpretation : Spoken source  Spoken target (by phone only)

The WellMed Spanish Translation/Proofreading/Interpretation Services team is the in-house resource for accurate and professional translation, proofreading, and telephonic interpretation services for WellMed/Optum/USMD/UHG/HCAT (etc.) EMPLOYEES who need to communicate with limited English speakers (LES) . This team is the primary point of contact for translations as well as interpretation for English and Spanish. We are the liaison for translations into other languages; the same process for requesting into Spanish is used. Interpretation for all other languages is handled directly by Language Line Solutions (see page 3). Because Language Line Solutions charges a service fee for each call, it is important to contact this team first to avoid unnecessary service fees for Spanish calls. If the members of the team are unavailable, proceed to call Language Line Solutions. Note : DUE TO OUR SPANISH SERVICES TEAM’S LIMITED AVAILABILITY, A MAXIMUM OF ONLY 1.5 HOURS OF INTERPRETING PER CALL CAN BE PROVIDED.

PLEASE NOTE THAT WE DO NOT PROVIDE ANY IN-PERSON SERVICES WHATSOEVER.

Contact Information

Patricia Cenoz Email: pcenoz@wellmed.net Phone: 210-774-3741 Layla Zamora Email: lzamora1@wellmed.net Phone: 210-774-3654 Spanish Services Homepage: Spanish Translation, Proofreading and Interpretation Services Team (sharepoint.com) Evangelina Arroyo Email: earroyo@wellmed.net Phone: 210-774-3566

APRIL 2023

SPANISH SERVICES TEAM

Instructions for Requesting Translation and Proofreading Services:

If you do not have access to SharePoint, send an email to ALL members of the team . Please include:  A brief explanation of request  Attach a PDF and IDML* or Word document of the text or document to be translated *Please note that if any creative design is needed, we will require the IDML from the designer.  A due date – if no due date is indicated, the request will be assigned a normal turnaround time if workload permits. If you have access to SharePoint, go to ONE of the following:  SharePoint Homepage: WellConnect - Home (sharepoint.com)  SITS Homepage: Spanish Translation, Proofreading and Interpretation Services Team (sharepoint.com)  2023 new request: form

o Fill in all required information (For detailed instructions, please download the process doc “ Spanish Team Request on SharePoint January2023” from the Our Goal and Processes page) Our Goal and Processes (sharepoint.com) o Attach a document

Instructions for Requesting Interpreting Services: Please request interpretation services in the following order:

1. E-Mail all 3 team members with the requests and include the dates services will be needed (or send a calendar invite).

2. Contact the team member(s) by phone .

Note: If you know in advance that you will need Spanish language assistance (interpretation), the best practice is to send an E-mail or calendar invite to all three members of the team to schedule the call beforehand.

APRIL 2023

SPANISH SERVICES TEAM

Instructions for Accessing Language Line Solutions interpretation services :

WellMed Staff should utilize Spanish-Speaking personnel who are proficient in formal Spanish or the WellMed Team for Spanish-speaking patients, if possible. If you encounter any problems or concerns with Language Line Solutions (LLS), contact LLS Customer Service Department at (800)752-6096 Toll Free

A. Language Determination: 1. Determine what language is needed for interpretation services.

a) If language is unknown, Language Line Solutions (LLS) phone interpreter can help staff determine language needed.

B. Before you call:

1. Know what language is needed. 2. Be prepared to brief interpreter regarding the nature of the call before the interpreter speaks to the Patient or Member being called. 3. Know the Dial-out Number if needed. a) This will be used when LLS Operator is calling the Patient or Member at their home or other location. b) Be prepared to provide the LLS operator with a message to leave in case there is no answer at the Patient or Member’s number. C. Calling Language Line Solutions (LLS) 1. Dial: 877-311-7852. 2. Provide your Employee ID#. 3. You will then be asked to identify the desired language. 4. Verify Organization:

a) WellMed/United Health Group. b) Account number: 902-0209693 5. Obtain name and interpreter ID (to use in documentation).

NOTE: If staff will be requesting Dial Out, provide message to be left in case Patient or Member cannot be reached. D. Connecting the call: 1. If Dial Out to Patient or Member is needed: LLS Operator will obtain Dial Out number from staff and attempt to reach the Patient or Member. If Patient or Member is reached, operators will conference in Staff, Patient or Member, and appropriate interpreter. Call will be introduced and conversation will continue through interpreter. 2. If no answer/no machine – LLS Operator goes back and informs staff, the call is voided and noted.

APRIL 2023

SPANISH SERVICES TEAM

3. If answering machine on – LLS Operator/Interpreter will leave appropriate message or go back to staff for message content. 4. If Patient or Member is already on the line, Language Line Solutions (LLS) operator will conference staff in with the appropriate interpreter. Staff will provide a brief explanation to interpreter regarding the nature of the call and then conference in the Patient or Member to continue the conversation through the interpreter. E. Starting the call: a) Ask interpreter to notify Patient or Member the call is being conducted with the assistance of an interpreter. Obtain permission from Patient or Member (through interpreter) to utilize interpreter during the call. Document call reference number in contact note. F. During the call: 1. Speak in short phrases and pause to allow interpreter to interpret and the Patient or Member to respond. 2. Ask questions in first person. Ex: “Can you verify your name and date of birth” vs. asking interpreter “can you ask them for their name and date of birth”. 3. Check for understanding by the Patient or Member throughout the call. Ex: “Mr. Smith, are you still feeling comfortable with the interpretation services?” G. Ending the call: 1. Before ending the call, ensure that the interpreter and Patient or Member know the session is about to end. 2. Provide proper closing to Patient or Member. 3. Thank interpreter for their services after Patient or Member has disconnected the call. H. Documenting the call: 1. At the beginning of your patient notes, note that the call was facilitated by an interpreter, specify language needed, and note the interpreter name/ID number. Also notate that Patient or Member gave consent to use an interpreter during the call.

January 17, 2017 WellMed Compliance

APRIL 2023

SUPPORTING SENIORS AND CAREGIVERS IN THE COMMUNITY

SOCIAL RESPONSIBILITY Creating opportunities for employees to donate and volunteer in all WellMed communities.

CAREGIVER PROGRAMS Providing support and resources to caregivers virtually and in-person at no cost.

SENIOR ACTIVITY CENTERS Offering a full calendar of fitness classes and social activities at no cost to anyone 60+ in 15 different locations and online.

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2022 BY THE NUMBERS

10,552 Caregivers Served

203,851 Older adults served

$1.8 million Total Contributions to Charity

118 Caregiver Teleconnection Sessions 21 States (& Puerto Rico) offering Stress-Busting Program

12 Senior Centers

12,850 Hours Volunteered

53,012 Total Members since opening

$384,857 Value to the community

$70.4 million 15-Year Impact

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