Health Alliance Modernizes Contact Center With Panviva for Market, Product Expansion
(Marketwire Via Acquire Media NewsEdge) BURLINGTON, MA -- (Marketwired) -- 06/18/14 --
Health Alliance Medical Plans, a health insurer and third-party administrator based in Urbana, Ill., serving 270,000 members, has successfully completed an upgrade of contact center business applications and processes to support new products and markets. Health Alliance expansion into Nebraska and Washington and winning multiple new Medicaid contracts created a need for quicker access and better organization of information to serve customers. Angela Beitelman, Health Alliance director of customer service and audit, credits business process guidance software from Panviva for accelerating adoption of new applications and maintaining top-rated customer service during a period of significant change.
Panviva's SupportPoint is the integration point for disparate systems, including Salesforce CRM, Microsoft SharePoint, a web portal, electronic medical records (EMR) and enterprise server. SupportPoint provides immediate access to accurate information for more than 100 customer service representatives (CSR), while ensuring compliance with internal and HIPAA rules.
Beitelman noted that the company maintained exceptional customer service while learning new software programs and business processes. "We are very proud to get renewed 'Excellent' Accreditation from the National Committee for Quality Assurance (NCQA), the organization's highest distinction and one Health Alliance has earned since 1997. And for the first time, we are a J.D. Power Member Health Plan Study(SM) award recipient. I credit Panviva SupportPoint for sustaining high operational performance and guiding CSRs through new applications and procedures; the support shortened their learning curve."
The J.D. Power study measured satisfaction among members of 136 health plans throughout the United States. Consumers gave Health Alliance a perfect score in Overall Customer Experience, Customer Service Overall, Cost, and Coverage and Benefits. This earned Health Alliance top place among Indiana/Illinois competitors, including Blue Cross Blue Shield of Illinois, Cigna, Aetna, Anthem Blue Cross Blue Shield of Indiana, Humana and UnitedHealthcare.
Health Alliance evaluated knowledge, content, workforce and business process management and enterprise search products. "There were many options, but most did not deliver on their claims," Beitelman said. "We tried to use SharePoint to organize information. That was an improvement over the sticky notes and cheat sheets CSRs were using, but combing through information to find what they needed was time-consuming and frustrating. It wasn't sustainable."
Beitelman learned about Panviva at an industry conference. "Panviva was different. Reference customers corroborated their claims. I developed a relationship with an executive at Health New England, a SupportPoint customer, and watched its implementation. I knew we found the right solution."
SupportPoint has become an indispensable tool for Health Alliance's Commercial customer service center, led by Beitelman, and its consumer and government programs contact center. "SupportPoint is a training aid, professional development coach, and information system of record. If information is not in SupportPoint, my CSRs don't trust or want it," she said.
About SupportPoint and Panviva SupportPoint business process guidance software provides knowledge workers with instant access to the exact information needed, workflow navigation, applications, and communication all in one place and accessed through a simple interface. SupportPoint is a cloud-based solution and can be deployed as a fully-managed service for rapid implementation at lower cost.
Panviva is the developer of SupportPoint. The company is headquartered in Melbourne, Australia. North American Regional Headquarters are in Boston, Mass., US. EMEA Regional Headquarters are in Leeds, England, UK. Visit www.panviva.com to learn more.
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