Panviva Helps Tackle Growth and Change in Plans CASE STUDY SERIES HEALTH INSURANCE OVERVIEW AvMed has been providing health care coverage to Florida citizens and businesses for over 40 years. AvMed offers health coverage options to large and small employers in most major markets around the state, including Medicare Advantage products in Broward and Miami-Dade counties and Individual coverage in Broward, Miami- Dade and Palm Beach counties. AvMed began life as an HMO, with just three or four different product line choices. The work of the call center agents in those days was straightforward and uncomplicated: a home grown system provided access to the reference information needed to handle customer calls. But then the business got complicated. Growth into new plans creates new chall

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