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Renown Health & Hometown Health leverage cloud technology to improve access to care and coverage A person’s ability to access health services has a profound effect on every aspect of his or her health, yet almost 1 in 4 Americans do not have a primary care provider (PCP) or a health center where they can receive regular medical services. In addition, because of concerns about COVID-19, the CDC reports that an estimated 41% of U.S. adults have delayed or avoided medical care including urgent or emergency care (12%) and routine care (32%). Avoidance of urgent or emergency care was more prevalent among unpaid caregivers for adults, persons with underlying medical conditions, Black adults, Hispanic adults, young adults, and persons with disabilities. With the goal of improving health by helping people get the healthcare services they need, Renown Health, based in Reno, NV, is leveraging Amazon Web Services (AWS) to enhance access to care. As part of Renown’s continued journey to transform healthcare, the healthcare network is implementing Amazon Connect – AWS’s omnichannel cloud contact center service. The easy to use and quick to deploy solution allows patients to easily access customer service for Renown’s Hometown Health insurance plan, schedule imaging appointments, Epic MyChart patient electronic medical record support and general customer service. Customer service is now available in multiple languages over the phone, and via online live agent chat and email, making it easier and more convenient for people to make appointments for the care they need. Amazon Connect enables Renown Health to scale up to handle unexpected high call volumes and scale back rapidly. The solution also provides call center agents the flexibility they need to work remotely, without compromising the customer experience. “Renown is proud to be one of the first nonprofit healthcare organizations in the country to use Amazon Web Services as part of a comprehensive customer access and outreach program,” says Tony Slonim, MD, DrPH, President & CEO, Renown Health. “We are excited to deploy their innovative contact center technology to assist us in connecting people with Renown medical providers and health services. Our goal is to make connections quick, easy and convenient, so more people will be encouraged to receive the health care services they need.” “Today’s generation of healthcare consumers expect a friction-less experience—from finding a caregiver, to booking an appointment, to receiving treatment. With this new solution, Renown Health will be able to meet their customers’ expectations faster and more efficiently than ever before,” said Phoebe Yang, General Manager, Healthcare at AWS. “AWS looks forward to working with the innovative team at Renown Health as they leverage the power of the cloud to improve the health of communities they serve." “Especially with COVID, but even before, many people don’t get recommended healthcare services, like cancer screenings, because they lack a primary care provider, or access to health care professionals. At Renown Health, we have a commitment to caring for people, with Reliable and Exact Care and the ability to connect — in person and virtually — to help ensure people get the care they need, when and where they need it,” says Thomas Graf, MD, Chief Clinical & Quality Officer at Renown. “Our goal is to reduce barriers and enhance access, so all who need care can receive care,” says Candace Dietrich, director of the Engagement Center at Renown. “AWS technology is helping to improve the customer experience and drive efficiencies. Our collaboration with AWS makes health care more accessible for all, which ultimately is better for the entire community.” “Amazon Connect is a key component of our digital front door virtual care strategy and supports our customer service goals and Reliable & Exact Care at Renown,” said Chuck Podesta, Chief Information Technology Officer at Renown. “Hometown Health is a community-focused organization and with support from AWS, we continue to improve the health and well-being of the communities we serve,” says David Hansen, Chief Executive Officer of Nevada’s largest not-for- profit health insurance provider. “We are proud to have a care and coverage network serving half a billion people across 100,000 square miles across Nevada, Lake Tahoe and northeast California, and committed to creating healthier communities.” About Renown Health Renown Health is the region’s largest, locally governed, not-for-profit integrated healthcare network serving Nevada, Lake Tahoe and northeast California. With a diverse workforce of more than 7,000 employees, Renown has fostered a longstanding culture of excellence, determination and innovation. The organization comprises a trauma center, two acute care hospitals, a children’s hospital, a rehabilitation hospital, a medical group and urgent care network, and the region’s largest, locally owned not-for-profit insurance company, Hometown Health. Renown is currently enrolling participants in the world’s largest community-based genetic population health study, the Healthy Nevada Project®. For more information, visit renown.org.

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Panda donates 26,000 masks, cash donation and Orange Chicken Love to local healthcare heroes. Renown Health Foundation announced today that Panda Express®, through its philanthropic arm Panda Cares, has donated 26,000 personal protective masks to healthcare workers as part of the American Chinese restaurant brand’s ongoing commitment to supporting medical professionals on the frontlines of Reno, Nevada. “At Panda, we are deeply appreciative to Renown Children’s Hospital and thank every staff member for their heroic work to serve those in need, especially the children and families in our community. We hope that these donations not only provide physical support but also encouragement to continue to fight the good fight!” said Peggy Cherng, co-CEO and co-founder of Panda Restaurant Group. “These heroic men and women continue to dedicate their lives to save the loved ones of others, and we are honored to contribute in this way and provide some comfort and care during this difficult time. Thank you to our guests’ generosity to make these donations happen—we are stronger together, as one community. ”With shortage of masks in the wake of the COVID-19 pandemic, this donation fulfills an essential need to ensure the health and well-being of the hospital staff and their patients. The Panda Express donation includes: 26,000 Surgical Masks $30,000 Cash Donation - to be used exclusively to purchase PPE 200 hot Panda Express® meals for frontline healthcare heroes serving the COVID-19 units Renown Children’s is the only dedicated children’s hospital in northern Nevada, offering emergency pediatric care, programs and services for families from a 100,000 square mile area, from Sacramento, CA to Salt Lake City, Utah. Renown Children’s provides the area’s only Children’s Emergency Room, Pediatric ICU (PICU), children’s imaging center and the largest neonatal ICU (NICU), a level III intensive care unit. “Led by a team of 22 pediatric physician specialists, Renown Children’s clinicians provide over 50,000 patient visits annually, offering an exceptional level of care to help families. As a testimony to the community’s confidence in the care provided, and our generous donors, we now care for 9 out of 10 children right here at home, in northern Nevada. Formerly, families had to travel out of our area to receive pediatric specialty care,” said Larry Duncan, Vice President of Pediatrics and Surgery & Administrator, Renown Children's Hospital. “We thank the co-CEOs and co-founders of Panda Express Andrew and Peggy Cherng and all of the Panda associates for their fundraising and this generous and important donation. We are prepared- always, to care for our community and our children. We are very grateful for our long-term partnership with the local Panda Express restaurant team, who are always there for us,” said Tony Slonim, MD, D.Ph., president and CEO, Renown Health. Since the partnership began with local Panda Express restaurants in 2007, funds raised in support of Renown have provided almost a half-a-million dollars in support to benefit patients and families at Renown Children’s Hospital, including: Giraffe Omni-beds for the Neonatal Intensive Care Unit; Ultrasound machine for the Children’s ER; Panda warmers and an Accuvein machine which locates the veins beneath the skin’s surface; Child Life Program to support sick patients and families; Meeting room in the Children’s Specialty Center; In-kind donations, volunteer time and support of local events such as the University of Nevada- Reno, Wolf Pack Dance Marathon. “We are very fortunate to have such generous partners like Panda Express. They truly want to help our patients and their families, as well as our pediatric healthcare teams. They’ve been working with Renown Health Foundation to support Renown Children’s Hospital for several years and have inspired us with their generosity and willingness to help children,” said Greg Walaitis, Chief Development Officer, Renown Health Foundation. “It also comes at the time when children across the country are at risk for COVID-19 and a new condition called Multisystem Inflammatory Syndrome in Children (MIS-C). This is serious illness whereby different body parts become inflamed and the child requires admission to a Pediatric Intensive Care Unit. MIS-C is a serious condition, even deadly occasionally, but most children who were diagnosed with this condition have gotten better with medical care. The exact cause of MIS-C is still being investigated, but we know that many children with MIS-C had a COVID- 19 infection, or had been physically close to someone with COVID-19. As we too are dealing with these new medical challenges, we value community support and this donation from Panda Cares is most appreciated,” said Max J. Coppes M.D., Professor & Nell J. Redfield Chair of Pediatrics, Physician-in-Chief, Renown Children’s Hospital. Ways to Support Renown Children’s Hospital Make a gift at renown.org/give Call Renown Health Foundation at 775-982-5545 Mail a check to Renown Health Foundation, 1155 Mill St., O2, Reno, NV 89502 Venmo: @RenownFoundation     About Panda Express® On a mission to inspire better lives, Panda Express, home of American Chinese comfort food, is the largest Asian dining concept in the U.S. Family-owned and operated since 1983 by co-founders and co-CEOs Andrew and Peggy Cherng, Panda Express is best known for creating a wide variety of industry-first recipes, including its best seller the Original Orange Chicken® and award-winning Honey Walnut Shrimp, which have defined the category of authentic American Chinese cuisine. Each dish at Panda Express, including the Wok Smart® selections, is thoughtfully crafted with quality ingredients and inspired by bold Chinese flavors and culinary principles. The restaurant brand has more than 2,200 locations throughout the U.S. and has introduced American Chinese cuisine to more than ten international countries. Powered by this global family of associates, Panda Cares, the organization's philanthropic arm, has raised more than $212 million and countless volunteer hours in bettering the health and education for over 12 million youths as well as supporting communities in need since 1999. In 2020, Panda established the Panda Cares Scholars Program to provide the necessary funding, academic support and leadership development to help high school and college students learn, lead and thrive towards a bright future. For more information, visit pandaexpress.com, or find us on Facebook, Twitter or Instagram.   About Renown Health Renown Health is the region’s largest, locally owned and governed, not-for-profit integrated healthcare network serving Nevada, Lake Tahoe and northeast California. With a diverse workforce of more than 7,000 employees, Renown has fostered a longstanding culture of excellence, determination and innovation. The organization comprises a trauma center, two acute care hospitals, a children’s hospital, a rehabilitation hospital, a medical group and urgent care network, and the region’s largest, locally owned not-for-profit insurance company, Hometown Health. Renown’s institute model addresses social determinants of health and includes: Child Health, Behavioral Health & Addiction, Healthy Aging and Health Innovation. Clinical institutes include: Cancer, Heart and Vascular Heath, Neurosciences and Robotic Surgery. Renown is currently enrolling participants in the world’s largest community-based genetic population health study, the Healthy Nevada Project®. For more information, visit renown.org.

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