BURLINGTON, Mass., May 8, 2014 -- Panviva Inc., the leader in business process guidance software, will host a complimentary webinar showcasing the early successes and ongoing customer service transformation at Saint Mary’s Health Plans, a top-ranked National Committee for Quality Assurance (NCQA) health payer based in Reno, Nev. Lisa Dettling, director of customer service at Saint Mary’s Health Plans, will describe Saint Mary’s journey to improve operations by re-engineering business processes and consolidating and updating enabling technologies. The webinar will take place on Thursday, May 15 from 1 p.m. -- 2 p.m. EDT/10 a.m. -- 11 a.m. PDT and is intended for health plan business leaders responsible for member acquisition, service and retention. Register here: http://ht.ly/wDPbT (copy and paste into browser).
"That which does not kill us makes us stronger”
Friedrich Nietzsche’s most famous quote captures the experience Saint Mary’s Health Plans had in modernizing its member services operation while managing a new partnership with Nevada Health Link (NV Health Link), the state’s Affordable Care Act (ACA) health insurance exchange. “The Individual Mandate of the ACA presents the opportunity to increase Saint Mary’s Health Plans’ membership by making our products available to more people,” said Dettling. “At the same time, this meant managing significant change. Changes include moving from selling exclusively through brokers to developing direct-to-consumer relationships. Many prospective members never had health insurance, so they understandably have many questions. Increased ‘talk time’ combined with huge spikes in call volume and issues with the NV Health Link exchange challenged us.
In the end, we persevered and innovated in critical ways that has strengthened our business. The story is not over. Open enrollment in Nevada is extended through May. Billing responsibilities may shift from the state exchange to carriers later this year. And then we prepare for 2015 open enrollment. We are making forward progress, and I look forward to sharing our experience with our member services professionals.”
Date/Time: Thursday, May 15 from 1 p.m. -- 2 p.m. EST/10 a.m. -- 11 a.m. PST
Speaker: Lisa Dettling, Director of Customer Service, Saint Mary’s Health Plans
Audience: Health plan business leaders responsible for member acquisition, service and retention
Registration: http://ht.ly/wDPbT (copy and paste into browser)
About Saint Mary’s Health Plans
Saint Mary’s Health Plans (SMHP) was established in Reno, Nev., in 1993, initially as a health maintenance organization (HMO) affiliated with Saint Mary’s Regional Medical Center. Through substantial growth it now consists of point-of-service health plans, Saint Mary’s Preferred Health Insurance Company, Preferred Health Care Network (PHCN), CDS Group Health and HealthFirst -- an HMO/POS that is nationally accredited by the National Committee for Quality Assurance (NCQA) and was named the top plan in Nevada in the NCQA Private Health Insurance Plan Rankings 2012-2013. For more information, visit www.saintmaryshealthplans.com or find Saint Mary’s Health Plans on Facebook and Twitter.
About Panviva and SupportPoint
Panviva is headquartered in Melbourne, Australia. North American Regional Headquarters are in Boston, Mass., US. EMEA Regional Headquarters are in Leeds, England, UK. SupportPoint, Panviva’s business process guidance software, functions like a smartphone, providing knowledge workers with information access, workflow navigation, applications, and communication all in one place and accessed through an intuitive interface. Contact centers and customer-facing departments in banking, healthcare, insurance, telecommunications and other information intensive industries use SupportPoint to optimize customer service performance. Visit www.panviva.com to learn more. Follow Panviva on Twitter and LinkedIn.