SOURCE: Vangent

June 18, 2008 09:52 ET

Elderplan Selects Vangent for Contact Center Optimization

Vangent to Deploy New Contact Center Technology to Enhance Member and Provider Communications and Improve Service Experience for Medicare Advantage Plan Serving New York

ARLINGTON, VA--(Marketwire - June 18, 2008) - Vangent, Inc., a leading provider of Medicare member information management solutions and services, today announced that Elderplan (Brooklyn, NY) has selected Vangent to optimize its contact center operations to meet the growing needs of its Medicare members and provider network throughout New York. Vangent will improve Elderplan's overall contact center infrastructure and operability with new contact center technology, develop a sophisticated data warehouse for member and provider information, and create a Web portal for 24/7 member and provider education and self-service.

Vangent's informis™ is the cornerstone solution that will enable Elderplan to provide an outstanding experience for its members, prospects and providers. Developed specifically for Medicare health plans, informis offers a complete turnkey solution for member interaction management through multiple channels, including phone and self service encompassing e-mail, chat and the Web. Elderplan will deploy informis Contact Management, a fully integrated desktop solution, to empower its customer service representatives with knowledge that will enable them to operate more efficiently, while ensuring they meet the Centers for Medicare & Medicaid Services' (CMS) compliance and service levels.

In addition, informis Analytics will enable Elderplan to see a 360-degree view of its members with detailed analysis providing insight into member and prospect behavior. As a result, Elderplan will identify individuals with higher potential to disenroll, permit proactive contact and improve retention by focusing special, personalized communication to these members.

"Elderplan focuses on providing extraordinary care and service to our members, prospects and providers, and Vangent's vast Medicare experience and contact center solutions will enable us to relate to them in a more personal way," said Dudley Gerow, president of Elderplan. "It was extremely important for Elderplan to streamline our contact center operations and find a vendor with a broad offering and deep understanding of Medicare. Vangent's consultative team understands the importance of CMS-compliant solutions and implementation as well as how Elderplan must communicate to those we serve to enable us to achieve our member and provider satisfaction goals."

"Increased competition, educated consumers and new government regulations add to the complexity of serving the Medicare market," said Jon Jahp, vice president of Vangent Health Solutions. "Elderplan chose Vangent for its Medicare expertise and integrated solutions, like the informis suite. We are proud to do meaningful work that will ultimately improve the interactions of Elderplan with its members and providers."

About Elderplan

Elderplan, which started as one of the four original Social Medicare Health Maintenance Organizations (SHMOs) in the country, serves over 17,000 seniors in Brooklyn, Queens, Manhattan, Staten Island, and the Bronx. Now operating as a Medicare Advantage Special Needs Plan (SNP), the plan provides a comprehensive and coordinated program of preventative, acute, and long-term health care coverage to New York seniors.

Elderplan has been nationally recognized for its innovative service delivery, and was a recipient of the Points of Light President's Service Award for its Member-to-Member volunteer program. For more information, visit

About Vangent, Inc.

Vangent's Health Solutions practice has more than 20 years' experience managing award-winning customer interaction management contact centers for Federal agencies, the commercial healthcare market, as well as state and local governments, both domestic and international. It has a proven track record of successfully designing, building, implementing and operating customer service centers, Web-based self-services, and underlying information technologies such as data warehousing in a variety of Federal and commercial healthcare settings. For more information, visit

Vangent, Inc. is a global provider of consulting, systems integration, human capital management, and business process outsourcing services to the U.S. Federal and international governments, higher education institutions, and corporations. Vangent's more than 5,000 employees support clients including the Centers for Medicare & Medicaid Services, the U.S. Departments of Defense, Education, Health and Human Services, and Labor; and the U.S. Office of Personnel Management, as well as Fortune 500 companies. Headquartered in Arlington, Virginia, the company has offices throughout the U.S. and in the U.K., Canada, Mexico, Venezuela, and Argentina. For more information, visit

Vangent was named a "Major North American Outsourcing Provider" by Gartner, Inc. in its 2007 CRM Vendor Guide, reaffirming Vangent's prominence as a leading provider of customer service and support on behalf of government and commercial clients.

Forward-Looking Statements

This press release contains forward-looking statements. Forward-looking statements are those that do not relate solely to historical fact. They include, but are not limited to, any statement that may predict, forecast, indicate or imply future results, performance, achievements or events. Words such as, but not limited to, "believe," "expect," "anticipate," "estimate," "intend," "plan," "targets," "projects," "likely," "will," "would," "could" and similar expressions or phrases identify forward-looking statements. All forward-looking statements involve risks and uncertainties. The occurrence of the events described, and the achievement of the expected results, depend on many events, some or all of which are not predictable or within our control. In light of these risks and uncertainties, expected results or other anticipated events or circumstances discussed in this press release might not occur. We undertake no obligation, and specifically decline any obligation, to publicly update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

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