SOURCE: Panviva


June 23, 2014 08:30 ET

Panviva Presents a Customer Experience Executive Conversation With Health Alliance Medical Plans

June Topic: "The Agile Contact Center or How to Build a Plane While Flying It"

BURLINGTON, MA--(Marketwired - Jun 23, 2014) - Angela Beitelman, Director of Customer Service and Audit with Health Alliance Medical Plans, a health insurance provider serving 270,000 members in four states, is the featured guest in the June Customer Experience Executive Conversation Series. In "The Agile Contact Center or How to Build a Plane While Flying It," Beitelman will discuss strategic considerations and tactical recommendations for developing and sustaining a contact center that advances business objectives. The web event is part of a recurring program for business leaders responsible for developing, managing and improving customer service. The live web event will be held on Thursday, June 26 from 1 p.m. - 2 p.m. ET/10 a.m. - 11 a.m. PT. Registration is free.

Angela Beitelman became Director of Customer Service and Audit at Health Alliance Medical Plans with a lofty mandate and sky high expectations from management to:

  • Develop a plan that supported the health payer's strategic growth initiatives
  • Maintain Health Alliance's steady course of award-winning customer service during transition
  • Define and implement new operational processes and enabling technologies to safely arrive at the intended destination

Health Alliance recently completed upgrades to contact center business applications and processes to support new products and markets. The company doubled the number of states served, won two Medicaid contracts, and introduced two new health insurance products in just the first five months of 2014. All the while, Health Alliance maintained National Committee for Quality Assurance "Excellent" Accreditation and ranked first in the J.D. Power 2014 Member Health Plan Study(SM) among regional competitors. Learn how Health Alliance reinvented customer service while staying on course, on time, and avoiding turbulence.

Event Details

Topic: "The Agile Contact Center or How to Build a Plane While Flying It"
Date/Time: Thursday, June 26 from 1 p.m. - 2 p.m. ET/10 a.m. - 11 a.m. PT
Customer Experience Executive: Angela Beitelman, Director of Customer Service and Audit, Health Alliance
Registration: Free here

About SupportPoint and Panviva
SupportPoint business process guidance software provides knowledge workers with instant access to the exact information needed, workflow navigation, applications, and communication all in one place and accessed through a simple interface. SupportPoint is a cloud-based solution and can be deployed as a fully-managed service for rapid implementation at lower cost. 

Panviva is the developer of SupportPoint. The company is headquartered in Melbourne, Australia. North American Regional Headquarters are in Boston, Mass., US. EMEA Regional Headquarters are in Leeds, England, UK. Visit to learn more.

Contact Information

  • Contacts:

    Stephen Pappas
    Senior Vice President
    Panviva, Inc.
    Email Contact

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