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News : Health Alliance Wins Ventana Research Technology Leadership Award
Burlington, MA, Sept 22, 2014 -- Health Alliance Medical Plans, a health insurer and third-party administrator serving members in four states, received a Ventana Research 2014 Technology Leadership Award for Operational Innovation in the Contact Center and Call Center Category. The award honors business and IT leaders using technologies and applying best practices to provide the best possible outcomes in productivity, performance and support of an organization's goals and objectives.
Angela Beitelman, Health Alliance director of commercial and quality services, was recognized for defining and implementing new operational processes and enabling technologies that helped achieve ambitious growth objectives. Health Alliance doubled states served, won multiple Medicaid and Medicare Advantage contracts, and introduced two new health insurance products over a 12-month period.
Beitelman credits business process guidance software from Panviva for increasing contact center capacity and productivity while maintaining business continuity during significant expansion. SupportPoint is the contact center's integration point for all applications and systems. More than 100 customer service representatives use SupportPoint for immediate access to the information they need to serve customers and support sales & marketing operations.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Implementation Is Not Magic!
More Editorial From Health Alliance Medical Plans
About Health Alliance Medical Plans:
Health Alliance sold its first health insurance plan in 1980 and is now the largest managed care provider in downstate Illinois, serving nearly 300,000 members in Illinois, Iowa, Nebraska and Washington.
About Ventana Research:
Ventana Research is a benchmark research and advisory services firm. They provide guidance to help organizations manage and optimize performance. Ventana Research focuses on business and technology trends and best practices that maximize organizations’ potential to perform while reducing the time, cost and risk and still achieve optimal outcomes.
Published: Wednesday, September 24, 2014