Case Study: Western Health Advantage improves policy compliance and information consistency with Panviva

Solving the Challenge of Keeping Polices Current and Compliant

Western Health Advantage, a non-profit health plan serving local businesses and individuals, struggled to keep call center agents up to date on frequent policy and procedural changes. Information was scattered across multiple databases, updates were delivered inconsistently, and the company faced compliance risk from outdated knowledge and unclear access to the latest information.

Panviva helped Western Health Advantage consolidate its information into one centralized system and use contextual search and automatic updates to deliver the right policy at the right time. With Panviva, the team gained auditing and tracking capabilities, improved consistency in policy enforcement, reduced compliance risk, and sped up call handling; new agents also became more confident, and supervisors could see who had not yet accessed critical updates.

Western Health Advantage

Lisa Angst

Project Manager