SOURCE: Panviva


February 10, 2015 08:00 ET

Health Plan Alliance Explores the Future of Member Experience

Panviva and Ventana Research Share Insights Every Contact Center Executive Must Know

BURLINGTON, MA--(Marketwired - Feb 10, 2015) - Health Plan Alliance today announced that a contact center expert from Ventana Research and an executive from Panviva, provider of software used by health insurance companies nationwide to manage member services, will lead a February professional development master class. Stephen Pappas, Senior Vice President at Panviva, and Richard Snow, VP & Research Director -- Customer and Contact Center Research with Ventana Research, will discuss emerging developments for better customer engagement. The event is February 17 at 1 p.m. ET and is open to Health Plan Alliance members.

"Customer service representatives are often the first point of contact between a health plan and members, provider network and prospective customers," said Kristin Rodriguez, Chief Knowledge Officer, Health Plan Alliance. "Customer satisfaction impacts financial performance, brand integrity and a health plan's future. Opportunities and challenges have never been greater. We welcome the experience and insight our expert guests will provide."

Snow leads Ventana Research's Customer and Contact Center Management research practice. He reports on the management of customer operations, contact center, and customer experience. Pappas has spent years working with C-Level health plan executives on member acquisition and retention strategies. They will share customer experience insights usually reserved for clients, including:

  • EPIC (Easy, Personalized, In Context, Consistent) Customer Engagement Model
  • Parallel Paths
    • Customer Business Journey
    • Customer Engagement Journey
    • Internal Journey
    • Product and Service Journey
  • Managing Multichannel Customer Communication
  • Integrating Customer Experience Systems
  • Providing Consistent Information
  • Keeping Up with Rapid Change
    • Social Media
    • Self-Service
    • Cloud and software as a service (SaaS)

About SupportPoint Cloud in Healthcare
Health payers across the United States use SupportPoint Cloud for member acquisition, enrollment, benefits inquiries, claims and related customer service operations. SupportPoint Cloud provides users with workflow navigation and instant access to the exact information, applications, and communication they need all in one place and accessed through a simple interface. The cloud-based solution is a fully-managed, subscription-based service. There are more than 190,000 SupportPoint Cloud users in 40 countries.

North American headquarters are in Burlington, Mass. Visit to learn more. Follow us on Twitter @Panviva and LinkedIn.

Contact Information

  • Contacts:
    Stephen Pappas
    Senior Vice President
    Panviva, Inc.
    Email Contact

    Chas Kielt
    Corporate Communications
    On Demand Marketing and Influencer Relations
    Email Contact