PW 2011 Presentation: Reform Ready: How Amerigroup is Driving Growth, Satisfaction and Efficiency in Regulated Markets with BPM Technology

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Amerigroup is a Fortune 500 company specializing in managed care for individuals enrolled in Medicaid, Medicare and other government-funded healthcare programs. Amerigroup has experienced strong membership growth while maintaining a customer service focus. In 2010, the Purdue University Research Foundation certified the company’s customer service call center as a “Certified Center of Excellence.” Additionally, Modern Healthcare magazine has named the company among its best places to work in healthcare. In 2010, Amerigroup implemented Pegasystems technology to transform and highly automate its service centers.  The company’s deployment of Pega’s Customer Process Manager for Healthcare (CPM-HC) is an integral part of Amerigroup’s continued success.  In this session, find out how Amerigroup:

  • Uses Pega BPM to deliver an integrated service desktop and an intent-driven service approach that is winning praise from members, providers and employees
  • Reduced Average Handle Time by 42 seconds, cut training time in half and slashed servicing processing by as much as 70 percent in key areas such as Adding Newborns and Service Authorizations
  • Continues to prepare for reform-fueled expansion of regulated markets by maximizing automation, improving service and simplifying compliance


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