TLC Family Care Healthplan Selects Outlaw Technologies for Healthcare Relationship Management Solution.

Business Editors & Health/Medical Writers

BOULDER, Colo.--(BW HealthWire)--March 14, 2001

Outlaw Technologies, Inc.:

Subsidiary of Memphis Managed Care Corporation to Improve Service

Quality for TennCare Members and Providers

Outlaw Technologies, Inc., the leader in Healthcare Relationship Management (HRM) solutions, today announced that TLC Family Care Healthplan (TLC), a subsidiary of Memphis Managed Care Corporation, has selected CustomerFocus to be implemented throughout the organization to improve service quality for its members and providers.

Based in Memphis, Tennessee, TLC is a managed care organization offering services to over 80,000 enrollees as part of the TennCare(SM) program. Since 1994, TLC has been committed to making TennCare work for its providers and enrollees. TennCare covers approximately 1.3 million Tennesseans, including those who are Medicaid eligible, along with uninsured and uninsurable populations.

Proactive Relationship Management

TLC will use CustomerFocus as a tool to better understand its members and providers, and to analyze customer trends. CustomerFocus will allow TLC to pinpoint areas of its organization for improvement and opportunities to better educate its membership and provider base. CustomerFocus will also provide TLC with critical trend and statistical data regarding its customers in order to be proactive in its approach to improving service quality.

"We are constantly seeking new and innovative ways to improve our service quality for our members and providers. It is important that we understand the content of our interactions with our members and providers so we may take steps to improve our communications with these customers," said Tindle Oliver, Chief Financial Officer, Memphis Managed Care Corporation. "CustomerFocus will allow us to better react to our provider and enrollee inquiries, and allow us to take proactive steps to improve our operations and customer satisfaction."

Improving Access to Data

Another benefit of implementing CustomerFocus is its ability to bring critical member and provider data from host systems into a single desktop workspace. CustomerFocus will eliminate the need for TLC Customer Service Representatives (CSR) to manually wade through multiple host screens in order to obtain information such as claims status, eligibility, enrollment and payment history. CustomerFocus will automatically retrieve this data from the host system in a real-time mode and present it to the CSR without having to manually search for it. The result is improved productivity and customer satisfaction.

"CustomerFocus is unique in that it is designed specifically for our business, it improves productivity, and it provides a tool to improve our customer relationships," continued Mr. Oliver. "Our management and staff are excited about implementing and using this powerful tool. Our goal is to set ourselves apart from our competition through superior customer service."

Dennis C. Hefter, CEO, Outlaw Technologies, added: "TLC represents a trend in the competitive healthcare industry toward better healthcare relationship management. As a TennCare participant, it is imperative that TLC be recognized as the leader in member satisfaction in western Tennessee. Through CustomerFocus, TLC may now obtain and surpass its goals for improved member and provider relationships."

About TLC Family Care Healthplan

Founded in 1994, TLC Family Care Healthplan is operated by Memphis Managed Care Corporation ("MMCC"), which is a managed care organization participating in the TennCare(SM) program. It currently serves over 80,000 enrollees through a network of over 1,200 providers across west Tennessee. MMCC, a not-for-profit organization, is jointly owned by the Regional Medical Center at Memphis and the UT Medical Group. The health plan has seen tremendous growth, increasing membership by almost 30,000 members in the last two years. This growth is expected to continue and even accelerate over the next few years.

MMCC had its share of financial difficulties during the first few years of the TennCare program. A renewed focus on quality and performance improvement has allowed MMCC to recover from operating losses and has placed it on a firm foundation for future operations. Expanding enrollment has required MMCC to dedicate additional resources necessary to meet the needs of customers. Outlaw Technologies' CustomerFocus is the cornerstone of this initiative.

About Outlaw Technologies

Outlaw Technologies is the leader in healthcare relationship management solutions specifically designed for health plans. Located in Boulder, Colorado, Outlaw Technologies is focused exclusively on providing software solutions for healthcare organizations to lower call-center costs, increase member retention and improve management's access to customer contact data. Outlaw Technologies' flagship product, CustomerFocus, is designed to integrate with market-leading claims adjudication systems from vendors such as McKesson-HBOC (AMISYS) (NYSE:MCK), The TriZetto Group, Inc. (Erisco) (Nasdaq:TZIX), Computer Sciences Corporation -- CSC Healthcare Group (NYSE:CSC), Perot Systems Corporation (Health Systems Design Corp) (NYSE:PER), and others. Additional product information may be obtained at Outlaw Technologies' web site at www.outlawtech.com.

Editor's Notes: CustomerFocus(TM) is a common-law trademark of Outlaw Technologies.