Business Continuity and Disaster Recovery

Response to External Inquiries Regarding Crisis Management and Disaster Preparedness for Wellmark, Inc., and its subsidiaries (e.g., WSD, FAI, WHPI)

Wellmark has an Enterprise Business Continuity Program (the Program) covering all of its business activities.  The Program focus is to ensure substantially uninterrupted continuity-of-business and to mitigate the business impact of any crisis or interruption (e.g. weather, man-made disaster, network failure, disease outbreak, etc.) to the services Wellmark provides to and for its members.  The Program includes the monitoring and collection of information on an ongoing basis from a wide variety of sources about potential business crises or interruptions.  Program activity is modified based upon current information and experience with response to business interruptions (e.g., unplanned power loss, inclement weather, flooding, etc.).  We will answer questions in general about the status of Program activity directly with our members, but to protect proprietary and security information, detailed descriptions of the Program are not distributed.

Business Continuity-Crisis Management Program Oversight

The Program includes an Initial Response Team (IRT), comprised of senior officers who (1) act as the steering committee for overall enterprise business continuity and crisis management activities, and (2) evaluate the crisis and initiate the Wellmark crisis management implementation.  The IRT meets regularly and its responsibilities are documented in a formal Crisis Management Plan (the Plan).

The Program also includes a larger Crisis Management Team (CMT), comprised of senior officers, to lead the organization during a crisis.  The CMT ensures that the coordinated response activities reflect the objectives and best interests of Wellmark and services Wellmark provides to and for its members.  CMT responsibilities are documented in the Plan. 

Support for the IRT and CMT, is provided by a Business Continuity and Crisis Management function, and staffed by professional business continuity planners, who report to the Chief Financial Officer.  Ownership of department-level activity is with a designated Vice President or Director sponsor within each business unit.

The Program includes business continuity and crisis management training for staff at all levels and from all areas of Wellmark and as well as disaster response exercises.  The Program is reviewed with the Wellmark Board of Directors and is subjected to audit activity.

Technology Disaster Recovery

The Program includes a comprehensive enterprise-level technology Disaster Recovery Plan, regarding strategies for resiliency and/or recovery of the major components of Wellmark’s technology infrastructure.  System recovery strategies are designed to meet pre-defined Recovery Time Objectives (RTO) in support of business requirements for system availability. Technology disaster recovery includes conducting disaster response exercises and is the responsibility of the Chief Information Officer.

Bio-Pandemic Flu (Avian Flu) Planning

As part of the Program, Wellmark established a cross-functional work group to monitor related activities, conduct research, assesses potential impacts and develop plans related to the unique issues presented by a possible bio-pandemic.  This group is facilitated by the Business Continuity and Crisis Management function and has representation from the Human Resources, Health Management, Service and Claims Operations, Information Systems, Corporate Communications, Legal and Finance areas.  The work group is actively engaged with all critical business areas, the Blue Cross and Blue Shield Association, various local and national governmental health entities, and vendor business partners to manage the potential impact of a bio-pandemic.  The Program’s bio-pandemic preparedness activity focus includes, but is not limited to:

1. Remote systems access capabilities
2. Multiple geographically diverse facilities to process Claims and provide Service/Call Center services, in addition to existing electronic processing practices
3. Self-service capabilities
4. Call Center emphasis on critical services
5. Employee education and awareness
6. Automated emergency notification tools
7. Electronic processing
8. Alternative processes for provider reimbursement
9. Prescription drug benefits
10. Human Resources policies for protecting the health and safety of Wellmark’s employees
11. Workplace safety measures
12. Coordination with other health plans & health departments

Bio-Pandemic Web Site Resources

• Iowa Department of Public Health – Pandemic Influenza Information
• South Dakota Department of Public Health – Pandemic Influenza Information
• Blue Cross and Blue Shield Association – Avian Flu General Information
• Centers for Disease Control and Prevention – Avian Influenza
• World Health Organization – Avian Influenza
• National Strategy for Pandemic Influenza
• US Government – Pandemic Flu

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Wellmark Blue Cross and Blue Shield is an Independent Licensee of the Blue Cross and Blue Shield Association. Blue Cross®, Blue Shield®, and the Cross® and Shield® symbols are registered marks of the Blue Cross and Blue Shield Association, an Association of Independent Blue Cross and Blue Shield Plans.