AvMed Selects Panviva SupportPoint to Optimize Call Center Operation

Dec 09, 2010, 17:34 ET from AvMed Health Plans

MIAMI, Dec. 9, 2010 /PRNewswire/ -- AvMed Health Plans announced today that it has chosen Panviva SupportPoint, a world-wide leader in Business Process Guidance (BPG) systems, to optimize its Member Services call center operation and drive even higher levels of member satisfaction.

For more than 40 years, AvMed has served Floridians with an expanded network of doctors, specialists, hospitals, and personalized round-the-clock customer support. AvMed prides itself on its ability to deliver service excellence, and, as such, seeks new ways to improve its operational processes as well as implement the best technology to serve its members.

AvMed chose Panviva to guide its Member Services representatives through the complexity of desktop information, presenting to them timely, contextually-relevant procedures, based on the member and the need. "Service is our distinguishing characteristic, and we recognized that Panviva was the best fit for our organization. The guidance solution gives our staff the tools to best support our members," stated Kay Ayers, AvMed's Senior Vice President of Member Services.

In addition to improving employee and member satisfaction, Panviva's SupportPoint will also reduce average handling time of calls to AvMed's Member Services call center.

Other expected benefits include:

  • Increase in first call resolution
  • Reduction in staff training times
  • Reduction in time to staff competency
  • Reduction in information search and retrieval times

"Call center agents are deluged with information scattered across myriad of applications. And most reps are required to have a dozen different screens open at any one time," stated David Frenkel, Panviva's Chief Executive Officer. "Panviva brings order to that chaos. Our SupportPoint is a BPG solution that guides employees – in real time – through the complexity of business processes in a way that requires virtually no additional IT investment and no change to existing software infrastructures," continued Mr. Frenkel. "We welcome AvMed into the growing Panviva family, and we commit to its long-term success."

According to Frenkel, Panviva's SupportPoint is a unique technology that helps users navigate step-by-step through every procedure and transaction – no matter how complicated. "SupportPoint transforms us from reactive to proactive in our ways to help our members. We're now positioned to prevent 'fires' from happening in the first place," continued Ayers.

About AvMed

AvMed Health Plans is one of Florida's oldest and largest not-for-profit health plans, and is solely focused on providing health coverage to Florida citizens and businesses. AvMed is one of only a few health plans in the United States that enjoys dual "Excellent" accreditation status for both its Commercial and Medicare health plans from the National Committee for Quality Assurance. AvMed offers health coverage options to large and small employers in most major markets around the state, and Individual coverage and Medicare Advantage products in Miami-Dade and Broward Counties. For more information, visit www.avmed.org

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 Northeastern Pennsylvania, Medibank, Health New England, BT, Caterpillar, National Australia Bank and Fosters, who use SupportPoint to reduce operating costs while improving performance and compliance. For further information, please visit www.panviva.com.

SOURCE AvMed Health Plans