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Perfecting The Traveler Experience Worldwide Cornell University December 2, 2008 Cornell Univ SHIP Coverage 2008-2009 Travel Assistance Services are available through On Call International to all enrolled CU SHIP members for the 2008-2009 policy. Additional travel assistance services have been added from the prior assistance vendor/program. Additional services include: – $1,000 return of personal effects in cases where a student is evacuated – $1,000 bail bond benefit by international legal representative – $2,500 emergency return home benefit in case of death or extended illness of a parent or sibling All enrolled CU SHIP members receive a specific travel assistance program Identification Card. Important Note: All services must be coordinated in advance with On Call International. A case should be opened with On Call International as soon as possible. On Call International 2 Contact Information For Medical/Travel Assistance » Call toll-free within the U.S.A./Canada: 866-525-1956 » Call collect outside the U.S.A./Canada: 603-328-1956 » Or email: firstname.lastname@example.org www.oncallinternational.com For Medical Benefits/Claims Information » Call Aetna Student Health: 877-626-2319 On Call International 3 What We Do On Call International is a provider of medical and travel assistance services for our clients. Travelers call On Call International when they need help with a trip delay, trip interruption, medical referrals, medical assistance, and emergency medical transportation or other concerns/problems while traveling. As a point of contact for our partners, On Call International strives to provide the highest standard of commitment, courtesy, and empathy to each and every customer. On Call International 4 Emergency Transportation Services Emergency Evacuation (transportation from an inadequate facility to an adequate facility) Medically Necessary Repatriation (transportation home following treatment and stabilization) Visit by Family Member or Friend (transportation, meals, and accommodations to join student hospitalized alone for 7 or more days) Return of Traveling Companion (transportation for the student’s traveling companion to return to departure point) Emergency Return Home (Transportation home in the event of the death or extended illness of a parent or sibling) Political Evacuation Assistance (transportation to the nearest safe location on a fee for service basis) Medical Assistance Services Worldwide medical information, including required inoculations, health advisories, etc. Medical, dental, and pharmacy referrals & appointment setting Medical monitoring Deposits, advances, and guarantees/Facilitation of hospital payment Dispatch of physician or specialist Emergency prescription and medical device replacement Replacement of eyeglasses/corrective lenses Hotel Convalescence Arrangements Medical Insurance Assistance On Call International 6 Repatriation of Mortal Remains Coordinate with the sending and receiving funeral homes Arrange shipping Arrange to get Traveling Companion home Make payment for repatriation costs On Call International 7 Travel Assistance Services 24 Hour emergency travel arrangements/reservation assistance Emergency message forwarding Emergency funds assistance Delayed or lost luggage assistance Embassy and consular assistance Lost document assistance Worldwide legal assistance Legal and bail bonds assistance Credit card replacement Assistance with recovering lost or stolen items Translator and interpreter referrals Pre-Trip information including destination guides, weather information, travel restrictions, currency exchange, etc. On Call International 8 IAG On Call International is the U.S. partner of the International Assistance Group (IAG), with member offices in more than 40 countries. The IAG is a global network of independent assistance companies specializing in the provision of world-wide medical and travel assistance to business and leisure travelers, expatriate workers and multinational companies. The group provides assistance through Operations Centers in key locations, along with hundreds of correspondent centers globally, ensuring that multilingual operations staff and doctors are just a phone call away, 24 hours a day, 7 days a week. Membership in the IAG means On Call International has access to a global network of regional experts, which allows us to provide better assistance to travelers all over the world. On Call International 9 Capabilities-Assistance Staff Highly trained multi-lingual staff French Mandarin German Bulgarian Spanish Italian Russian Cantonese Portuguese Polish Japanese Staff is recruited for foreign language capabilities or insurance industry experience Six-Week Training Program Class Room Call Monitoring Role-Play Promotion from within On Call International 10 Capabilities-Medical Staff Medical Director Dr. Robert Wheeler, ER Physician StaffPhysicians Dr. Raymond Kao-ER Flight Surgeon (English, French, Mandarin) Dr. Leigh Wheeler-ER Flight Surgeon (English) Dr. Thomas De Boeck-ER Flight Surgeon (English, German, French) On Call International 11 How We Use Our Doctors Medical Director reviews every inpatient and outpatient case on a daily basis Conducts telephone consultations with treating physicians in emergency situations and when necessary on a case by case basis Doctor on call provides written review of every medical report and “Fit to Travel” form received and includes recommendations for appropriate transportation arrangements 24/7 coverage according to schedule On Call International 12 Assistance Coordinator and Medical Staff Shifts On Call Assistance Coordinators (ACs) – 3 12 hour shifts/2 days and one night – Cases are transferred to another AC at the end of each shift – For continuity, Supervisors attempt to assign the same cases to ACs who are working 2 consecutive days On Call Medical Director & Medical Staff – Medical Director works 5 days per week – Additional Staff Physicians are on call during nights and weekends – Continuous medical staff coverage On Call International 13 Capabilities-Systems 24X7 Call Center--3 T-1 lines with redundancy--current capacity 30,000 inbound calls per day Server is Windows 2003 (latest version) Operating System is a Microsoft XP enabled platform Case Management System is a customized Microsoft FoxPro operating system backed SQL On site back-up generator Back-up call center 20 minutes away On Call International 14 Statistics-Quality Quality Assurance 99% System Availability 80% Calls answered in less than 20 seconds 2 % Abandoned call rate 95% Satisfaction Rate for Case Handling Cases closed within five days Billing within three days of receipt of invoice On Call International 15 On Call International Medical Case Handling Procedures Aetna Student Health Medical Case Handling Process Student or representative contacts On Call for assistance (*please remember to call right away as all arrangements must be made through On Call) Information On Call collects during call includes: – Name of Insured (patient) – Date of Birth of patient – Location of patient – including phone number where patient can be reached – Treating Physician name and contact number – Name of any traveling companions with patient On Call International 17 Medical Case Handling Process - Continued On Call International will: Fax or email initial paperwork to student Monitor patient’s medical care and progress Secure completed necessary paperwork Arrange any necessary medical consultations Once patient is medically cleared for travel, make transportation arrangements based on medical recommendations Follow up to confirm patient has arrived at home/home hospital safely On Call International 18 Medical Case Communication Process Throughout process, On Call International maintains daily contact with the patient On Call International updates Aetna Student Health with notification of new case and case overview when closed On Call International 19 Frequently Asked Questions Aetna Student Health FAQs Q: What will happen if the student is injured or ill and requires hospitalization? A: The student should seek emergency care at the nearest hospital/clinic or may contact On Call International for a referral if needed. On Call will monitor the student’s care and will assess the student’s condition, treatment plans, and whether or not an evacuation is necessary. On Call will update the student's family, friends, and personal physician as appropriate. In addition, On Call will coordinate all insurance verifications and admission details, including facilitating guarantee of payment so that there is no delay or denial of medical treatment. On Call will evaluate the local facility, considering such factors as the quality of the blood supply, medical technology and specialties available, use of sterile equipment and the patient's medical requirements. If the facility is inadequate, On Call will coordinate an emergency medical evacuation to the nearest appropriate facility, handling all arrangements from one hospital to the next, including any medical escorts and treatment required during the trip. In addition, once the student is fit to travel home, On Call will fully manage the return. FAQs Q: How does On Call determine whether or not a facility is adequate to treat a student? A: This is determined on a case by case basis, depending on the student’s location and the type of injury or illness. The On Call Medical Director will review medical reports from the treating hospital and will arrange for a telephone consultation with the treating doctor if necessary. On Call may also consult with our local IAG affiliates in order to assess the ability of the treating hospital to treat the specific condition. If it is determined that the facility is not adequate, On Call will arrange for an evacuation to the nearest adequate facility. FAQs Q: Can the student’s parents travel to be with the sick/injured student? A: If the student is traveling alone and is hospitalized for 7 days, there is a benefit for On Call to arrange for family member or friend to travel to accompany the student. There is coverage of up to $2,500 for the cost of an economy class ticket as well as for meals and accommodations for the family member/friend. FAQs Q: What will happen to all of the student’s belongings if he/she has to leave the program due to an illness or injury? A: There is a benefit of up to $1,000 to cover the shipping of the student’s belongings home if there is an evacuation that prevents the student from returning to his/her program. On Call can assist with coordinating the shipment. FAQs Q: How will On Call help the student if he/she is arrested or has other legal problems? A: On Call will connect the student with an attorney who will provide a complimentary initial consultation. The On Call attorney can also provide referrals to local affiliates that can provide ongoing legal advice. If the On Call attorney arranges it, On Call can provide up to $1,000 in bail funds for the student. Summary Questions and Answers Thank you!
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