Panviva Expands Healthcare Team Amid Industry Push for Improved Member and Patient Satisfaction

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Michael Weise Named Healthcare Business Development Director

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Mike Weise, Healthcare Business Development Director, Panviva

Some of the biggest health plans are struggling under the crush of calls from people seeking coverage under the Affordable Care Act. Panviva's healthcare customers are not struggling because our product SupportPoint helps them in critical ways.

Panviva Inc., the leader in business process guidance software, today announced the appointment of Michael Weise, a former IBM solution sales executive, as Healthcare Business Development Director. He is responsible for expanding and supporting the Panviva healthcare customer base. Health plans, healthcare providers and integrated healthcare delivery systems use Panviva SupportPoint to improve member and patient satisfaction and enhance operations. Weise is based in Panviva’s Western Region headquarters in San Mateo, Calif.

“Michael’s leadership and industry experience accelerate our ability to meet the significant healthcare sector demands for IT solutions that deliver operational and clinical benefits while meeting regulatory requirements,” said Stephen Pappas, Senior Vice President of North American Operations for Panviva.

Demand from health plans, healthcare providers and integrated healthcare delivery systems has increased under managed care, which links patient satisfaction to reimbursements. In addition, open enrollment for Qualified Health Plans under the Affordable Care Act has exponentially increased inbound calls to health insurance companies from current and prospective members. Panviva SupportPoint enables customer service representatives to immediately and accurately respond to questions.

Panviva SupportPoint is a business process guidance system that simplifies complex, dynamic business processes. SupportPoint provides role-based, step-by-step navigation and moment-of-need information for customer interactions that require accuracy, speed, and compliance with regulations such as the Health Insurance Portability and Accountability Act (HIPAA). Panviva’s healthcare clients include AvMed Health Plans, Gundersen Health Systems, Health New England, Health First Health Plans, Saint Mary’s Health Plans (A Dignity Health Member), Scott & White Health Plan, and Sentara Healthcare.

“National headlines have documented the strain that the crush of calls from people seeking health insurance coverage under the Individual Mandate of the Affordable Care Act has put on contact centers. Some of the biggest health plans are struggling under the weight,” said Weise. “SupportPoint can help in two critical ways: By organizing, curating and providing access to relevant information so that customer-facing employees can quickly and fully answer questions, and by providing the unlimited scalability of cloud software to meet any call volume. The end result is increased contact center productivity and performance.” SupportPoint’s benefits extend into the clinical setting where the software is used to coordinate care, deliver wellness programs, and manage and measure patient satisfaction.

Weise has 17 years of channel strategy and direct sales experience providing hardware, software, services, cloud, and data management solutions. He has consistently formed revenue-generating partnerships with global technology companies and exceeded revenue targets. Weise joined Panviva from IBM where he sold the company’s broad portfolio of information management solutions. Prior to IBM, he held executive positions at Trillium Software/Harte Hanks, including as Vice President of Strategic Alliances.

Panviva: Partnering with Healthcare
Panviva is a vendor partner of the Health Plan Alliance, an industry association of health plans, hospitals and physicians working together to improve operational and financial performance, medical management and market position. Members of the Health Plan Alliance achieve these goals by leveraging a broader knowledge base, disseminating specific performance improvement methods and participating in a collective purchasing program.

About Panviva
Panviva is the originator of Business Process Guidance and the developer of SupportPoint, the world’s leading Business Process Guidance system. Users rely on SupportPoint to guide them with step-by-step instructions through complex processes and systems in real time. SupportPoint reduces task handling times, error rates and compliance issues; increases staff capacity and agility; cuts training times and operational costs; and helps users to achieve the very highest levels of customer service.

Among Panviva’s diverse customer list globally are Bupa, Health New England, AvMed Health Plans, Gundersen Health Systems, Saint Mary’s Health Plans, Sentara Healthcare, Health Alliance, Health First Health Plans, Scott & White Health Plan, Orica, Carlton & United Breweries, BT, Westpac, Stellar BPO, National Australia Bank, Medibank, Foxtel, HBF, ANZ Bank, and Accenture.

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