Health Alliance Chooses Panviva to Prepare for Growth

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Health Plan selects SupportPoint Business Process Guidance system to make answering customer questions faster, easier

I saw that Panviva really could deliver on its promises to improve on our efficiency, make work easier for my staff, and allow us to grow without adding as many customer service staff as we have in the past.

Director, Customer Service

Panviva Pty Ltd., announced today that Health Alliance, a leading provider-sponsored plan in the Midwest, has selected Panviva’s SupportPoint to manage expansion into new product lines by increasing the capacity of their employees to answer customer questions faster and easier.

“It is becoming increasingly complex in the health insurance industry to keep up with the variety of products and exceptions, or just find your way through all of the applications you have to use to answer customer calls. That problem is magnified by growth,” said Angela Beitelman, Health Alliance Director of Customer Services & Audit, “We are growing and needed to get our call center ready to greet our new customers. I saw that Panviva really could deliver on its promises to improve on our efficiency, make work easier for my staff, and allow us to grow without adding as many customer service staff as we have in the past.”

SupportPoint is an answer delivery tool that provides step-by-step guidance through customer calls and the information required at each step. This enables every customer question to be answered as quickly and accurately as possible.

Stephen Pappas, Senior Vice President, Panviva North America, commented on the Health Alliance choice: “Heath plans are coming to terms with many of the growth and cost issues triggered by the Affordable Care Act. Health Alliance is one of the top-rated plans in the Midwest, with a strong commitment to customer service. This move will not only help with the efficiencies of their call center operations, but will allow them to continue their tradition of providing exceptional customer service even during periods of growth and change.”

About Panviva

Panviva is the developer of SupportPoint, the world’s leading Business Process Guidance system. 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, 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 http://www.panviva.com.

About Health Alliance

Health Alliance is a leading provider-sponsored health plan in the Midwest, administering health plans for nearly 300,000 people in Iowa and Illinois. Health Alliance was recently recognized as the top-rated health plan in Iowa for its HMO/POS plan, based on NCQA’s Private Health Insurance Plan Rankings, 2012-2013. Health Alliance also ranks 35th nationally for HMO/POS. In recognition of its exceptional commitment to quality, Health Alliance has maintained accreditation from NCQA for its HMO, POS and Medicare HMO plans since 1997. For more information, please visit http://www.healthalliance.org.

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

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Linda Wilson
Panviva
1 617 266 7374
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