Health First Health Plans Selects Panviva to Scale Call Center for Growth

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Florida health provider evolving call center operations to prepare for health care reform and more customers.

We saw the handwriting on the wall in our call center; we needed a solution that would allow us to grow and scale no matter how many products or customers we add. Director of Customer Experience

Panviva, Inc., today announced that Health First Health Plans, which provides exceptional health care for people on Florida’s space coast, has selected Panviva’s SupportPoint to enable their call center to handle more products and more customer calls as they continue to grow their healthcare business through geographic expansion and participation in Florida’s Health Care Exchange.

Director of Customer Experience at Health First, Mark Francen, said, “We are in the process of scaling our call center for growth, and that means finding a way to increase our efficiency and accuracy, and decrease handle time-- all while taking on new product lines and customers. The knowledge base we have been using to provide information to employees on the phones worked fine in simpler times. However, now that we are adding more and more information, it has become too cumbersome for our employees to find what they need quickly to answer customer questions. We saw the hand writing on the wall; we needed a solution that would allow us to grow and scale no matter how many products or customers we added.”

SupportPoint is a Business Process Guidance system that provides call center employees with step-by-step guidance through each customer call, supplying exactly the right process or policy information, application assistance or scripting that agents require at each moment of need. “SupportPoint fits very well into our plans,” said Francen. “It’s very scalable, very efficient, very easy to add to and maintain, and it’s going to reduce the time and money we spend on training. We’ll still be delivering our very high-touch level of customer service, but now we’ll be doing it in a way that is more efficient than ever.”

Stephen Pappas, Panviva SVP Americas commented “The growth of call center complexity with health care reform and the Affordable Care Act make scalability a big issue for call centers as insurers add more health care products. While share drives and knowledge management systems can handle an infinite amount of information, people can’t. The health care industry is in evolution and the problem Francen described requires different thinking, and a very different solution. It takes SupportPoint.”

About Panviva

Panviva is the originator of Business Process Guidance, and the developer of SupportPoint, the world’s leading Business Process Guidance system. Over 200,000 users across 37 countries rely on SupportPoint daily to guide them through complex processes and systems in real time. Panviva’s customers reduce task handling times, error rates and compliance issues; increase staff capacity and agility; cut training times and operational costs; and achieve the very highest levels of satisfaction for customer service. Among Panviva’s customers are BUPA, Blue Cross, Medibank Private, HBF, Health New England, AvMed, Gundersen Health Systems, St Mary’s Heath Plans, BT, Colt, Foxtel, EXL Services, Stellar BPO, National Australia Bank, and Westpac. For further information, please visit

About Health First Health Plans.

Founded in 1995, Health First is Central Florida’s only fully integrated health system and employs more than 7,500 people and has four hospitals (including Holmes Regional Medical Center, Palm Bay Hospital, Cape Canaveral Hospital and Viera Hospital). Health First Health Plans also offers a wide variety of health insurance plan options for Brevard and Indian River Counties. In addition, Health First is home to Brevard County’s only Trauma Center. Health First Medical Group is the largest multi-specialty physician group on the Space Coast. Health First offers numerous outpatient and wellness services, including four Pro-Health and Fitness Centers. Visit for more information.

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Linda Wilson
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