Saint Mary’s Health Plans Selects Panviva to Deliver Superior Customer Satisfaction

Share Article

Health insurer chooses SupportPoint Business Process Guidance system to improve call center operations.

The fact that Panviva can quickly streamline our call center procedures and provide a tool for step-by step guidance through calls differentiates it from every other solution we reviewed, ” said Dettling, Director, Customer Service.

Panviva Pty Ltd is pleased to announce that Saint Mary’s Health Plans, a member of Dignity Health, has selected Panviva’s SupportPoint to simplify information management in their customer call center, delivering higher levels of customer satisfaction to members and providers, and greatly enhancing job satisfaction for call center employees.

Saint Mary’s Health Plans (SMHP), like many other health insurers, has found that business is becoming ever more complex, with expanding numbers of benefit plans, new compliance requirements and a need to keep call center costs down. They needed a solution that would fully support their call center agents, making it easy to find accurate answers for customer questions quickly without adding call center staff or creating any compromise to the experience of their customers.

According to Lisa Dettling, Director, Customer Service, “We believe that customer satisfaction and employee engagement are related. We have wonderful call center staff who are challenged in their current environment because the systems we use are not able to organize the information for quick access. Panviva’s deep expertise in information management greatly helped us in just one week to outline a plan to better organize the information we use to support agents and customers. In just a few days of working with the Panviva Services team, we achieved more toward streamlining our processes and procedures than I believed possible.”

Panviva’s SupportPoint will take SMHP to the next step. “SupportPoint is a content delivery tool that will provide guidance through our perfected procedures so that every customer question is answered as quickly and accurately as possible. The fact that Panviva can quickly streamline our procedures and provide a tool for step-by step guidance through calls differentiates it from every other solution we reviewed, ” said Dettling.

Stephen Pappas, VP of North America for Panviva, commented on SMHP decision: “Most health insurance call centers today are in a real bind with KPIs declining, costs on the rise, employees and customers struggling. Panviva offers the only proven route out of this dilemma. We all expect a great transformation of SMHP call center culture, and very positive results for their customers.”

About Panviva

Panviva is the developer of SupportPoint, the world’s leading Business Process Guidance system (a real-time desktop guidance solution). Over 200,000 users across 37 countries rely on SupportPoint daily to guide them through complex processes and policies in real-time. Among Panviva’s customers are BUPA, Blue Cross, Medibank, Health New England, AvMed, Gundersen Lutheran, BT, Caterpillar, National Australia Bank, WestPac, Stellar, Fosters, and the many others who use SupportPoint to reduce operating costs while improving performance and compliance. For further information, please visit

About Saint Mary’s Health Plans

Saint Mary’s Health Plans (SMHP) was established in Reno, Nev. in 1993, initially as a health maintenance organization (HMO) affiliated with Saint Mary’s Regional Medical Center. Through substantial growth it now consists of point-of-service health plans, Saint Mary’s Preferred Health Insurance Company, Preferred Health Care Network (PHCN), CDS Group Health and HealthFirst - an HMO/POS that is nationally accredited by the National Committee for Quality Assurance (NCQA). SMHP’s access to network providers includes 34 hospitals and over 3,500 providers statewide, in addition to providers outside of Nevada through network lease arrangements. For more information, visit

About Dignity Health

Dignity Health, headquartered in San Francisco, Calif., provides integrated, patient and family centered care. It is the fifth largest health system in the country with 10,000 physicians and 55,000 employees across Arizona, California, and Nevada. Through its network of more than 150 ancillary care sites and 40 acute care hospitals, Dignity Health is committed to delivering compassionate, high-quality, affordable health care services with special attention to the poor and underserved. In 2011, Dignity Health provided $1.4 billion in charity care, community benefit and unreimbursed patient care. For more information, please visit our website at Dignity Health is also on Facebook and Twitter.

Panviva, the Panviva logo and SupportPoint are trademarks of Panviva Pty Ltd. All other brands may be trademarks of their respective owners.


Share article on social media or email:

View article via:

Pdf Print

Contact Author

Linda Wilson
1 617 266 7374
Email >
Visit website