AvMed to optimize Member Services call center operation with Panviva SupportPoint

AvMed Health Plans announced today that it has chosen Panviva SupportPoint, a world-wide leader in Business Process Guidance (BPG) systems, to optimize its Member Services call center operation and drive even higher levels of member satisfaction.

For more than 40 years, AvMed has served Floridians with an expanded network of doctors, specialists, hospitals, and personalized round-the-clock customer support. AvMed prides itself on its ability to deliver service excellence, and, as such, seeks new ways to improve its operational processes as well as implement the best technology to serve its members.

AvMed chose Panviva to guide its Member Services representatives through the complexity of desktop information, presenting to them timely, contextually-relevant procedures, based on the member and the need. "Service is our distinguishing characteristic, and we recognized that Panviva was the best fit for our organization. The guidance solution gives our staff the tools to best support our members," stated Kay Ayers, AvMed's Senior Vice President of Member Services.

In addition to improving employee and member satisfaction, Panviva's SupportPoint will also reduce average handling time of calls to AvMed's Member Services call center.

Other expected benefits include:

• Increase in first call resolution
• Reduction in staff training times
• Reduction in time to staff competency
• Reduction in information search and retrieval times

"Call center agents are deluged with information scattered across myriad of applications. And most reps are required to have a dozen different screens open at any one time," stated David Frenkel, Panviva's Chief Executive Officer. "Panviva brings order to that chaos. Our SupportPoint is a BPG solution that guides employees – in real time – through the complexity of business processes in a way that requires virtually no additional IT investment and no change to existing software infrastructures," continued Mr. Frenkel. "We welcome AvMed into the growing Panviva family, and we commit to its long-term success."

According to Frenkel, Panviva's SupportPoint is a unique technology that helps users navigate step-by-step through every procedure and transaction – no matter how complicated. "SupportPoint transforms us from reactive to proactive in our ways to help our members. We're now positioned to prevent 'fires' from happening in the first place," continued Ayers.