Panviva and Health New England Present How-to Workshop at World Congress Summit on Leveraging Superior Customer Service

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Workshop: Revamping Business Processes for Greater Customer Satisfaction

The Workshop answers the question "What does it take to create a memorable customer service experience in a health insurance call center.

Panviva, the leading provider of Business Process Guidance solutions and developer of SupportPoint, today announced that it is presenting a workshop in conjunction with Health New England at the upcoming World Congress 4th Annual Leadership Summit. The event will be held September 20 and 21st in Newton Massachusetts. The theme of the summit is “Leveraging Superior Customer Service.” In these days of health care reform and exchanges, the agenda focuses on helping insurers move their businesses toward consumer-directed strategies in order to maximize member acquisition and retention. Panviva is an educational underwriter of the event.

The workshop answers the question, “what are the steps necessary to change your customers’ expectations and create a memorable service experience?” It combines breakthrough strategies for business procedural management with industry insight from Health New England, a 5-Star and NCQA top-rated plan. Attendees will actively participate in conversations, hands-on exercises, and learn from:

  • HNE’s customer satisfaction success story
  • Panviva’s unique methodology for improving call center metrics while lowering costs
  • Breakthrough strategies for delighting and retaining your customers.

“HNE is pleased to share our experience with the SupportPoint program in our Member Services Department. We believe the tools have allowed us to improve overall service to our constituents while simultaneously streamlining the process for our call center representatives,” said Peter Lore, Member Services Manager, Health New England.

For more information about this World Congress Summit event,visit this link.

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 Health New England

Health New England (HNE) is a managed care organization based in Springfield, MA. Over 5,000 employers and 125,000 members choose HNE as their health insurer. HNE offers a diverse product line with plans for the employer and individual markets, Medicare and Medicaid recipients. HNE’s mission is to provide for the health care needs of our members, deliver superior value, and act as a leading corporate citizen. HNE is proud to be recognized as one of the Top 10 Health Plans in the Country for the 5th year in a row (2012) and to have achieved a 5-Star rating from CMS for our Medicare Advantage plans. Visit us at

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Linda Wilson
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Lynn Ostrowski