News Column

Health Alliance Utilizes Panviva for Market, Product Expansion

June 24, 2014

Health Alliance Medical Plans has successfully completed an upgrade of contact center business applications and processes to support new products and markets.

According to a release, 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 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."

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Source: Professional Services Close - Up

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