SOURCE: Panviva


March 03, 2015 10:00 ET

Health Plans, Providers Must Jointly Manage Member Experience

Care Coordination Starts at Enrollment, Panviva Executive Tells Health Plan Alliance

BURLINGTON, MA--(Marketwired - Mar 3, 2015) -  Stephen Pappas, Senior Vice President at Panviva, provider of software used by health insurance companies nationwide to manage member services, will discuss the business imperative for health payers and healthcare providers to provide a cohesive customer experience. "Yours, Mine and Ours: Managing Member/Patient Relationships after Contracting with New Providers" will be held on March 10 at 2 p.m. ET and is open to Health Plan Alliance members. Content will be publicly available at after March 11.

"This is the time when many health plans have renewed or entered into new contracts with providers. Due diligence has been conducted. Terms have been negotiated. Fee schedules are in place. Credentialing is complete," said Stephen Pappas. "Now the hard work begins: Making the network work for payers, providers and customers. Care coordination starts at enrollment and all parties need to get it right. Patient satisfaction has direct bearing on business performance, accreditation and reputation. "

Pappas is Panviva's delegate to the Health Plan Alliance and contributes to member professional development activities. He regularly advises health plan executives and managers on member acquisition and retention strategies.

Pappas' presentation will draw on the experience of Health Plan Alliance members AvMed Health Plans, Health Alliance Medical Plans and others. Topics include:

  • Defining "customer." To health plans, the customer is a member. To providers, the customer is a patient. What's the difference and how should it affect customer engagement?
  • Shared responsibility and accountability
  • Mapping the healthcare customer life cycle
  • Information sharing among payers, providers and members/patients
  • Why member and patient satisfaction is good for business... in more ways than you may know

Health payers use Panviva SupportPoint Cloud for member acquisition, enrollment, benefits inquiries, claims and related customer service operations. SupportPoint Cloud is a fully-managed, subscription-based service that provides users with workflow navigation and instant access to the exact information, applications, and communication they need in one place and accessed through a simple interface.

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