Case Study: Health Alliance Medical Plans boosts customer service and scales operations with Panviva

Tackling expansion and health reform stresses

Health Alliance Medical Plans, an Illinois-based insurer serving 270,000 members, faced a surge of complexity as it expanded into two new states, secured Medicaid contracts, and prepared for Affordable Care Act changes. With 100 customer service representatives across two contact centers, the company needed a way to manage an overwhelming influx of policy and process information without sacrificing member service, and turned to Panviva business process guidance software.

Panviva helped Health Alliance provide agents with step-by-step guidance and instant access to the right information and applications, reducing time spent searching across systems and improving answer consistency. As a result, turnover dropped, staff confidence and mastery increased, and the company was able to slow hiring while still scaling operations. Health Alliance reported that Panviva helped it surpass initial ROI projections, supported improved member trust, and contributed to top industry recognition, including first place among regional competitors in the J.D. Power 2014 Member Health Plan Study and NCQA “Excellent” Accreditation.

Health Alliance Medical Plans

Angela Beitelman

Director of Customer Service and Audit