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CASE STUDY

Health Insurer Leverages Expertise in Medicare Open Enrollment

 
 

A leading health insurance provider wanted to provide an excellent member experience during Medicare open enrollment.

A leading health insurance provider wanted to provide an excellent member experience during Medicare open enrollment. We supported our client’s needs by deploying a team of 500 associates in two locations.

Medicare open enrollment is a very busy time for health plans, with seniors signing up for plans, modifying existing coverage, calling with questions, and more. A leading health insurance provider was looking for an experienced partner to provide an excellent member experience during what can be a confusing time for consumers.

Our deep experience and expertise in the health insurance space, specifically with Medicare-related support, stood out from the competition. In addition, our team’s systems and staff can nimbly execute to meet changing client demands while our integrated capabilities meet a variety of end-to-end client needs. Our two companies realized a natural alignment of company values, and began a collaborative and transparent partnership focused on continuous improvement that measures, manages, and improves customer experience.

We created a dedicated, healthcare industry-aligned client delivery model that leveraged strong domain expertise to meet steep ramps. We deployed 500 associates with a combination of licensed and non-licensed professionals in two locations based on a framework of compliance and consultative sales. The team developed strong relationships with state and local governments to reduce licensing lead times to less than one week, and created a nimble tiger team to perform detail-level tracking and resolve escalated technical issues with the client. We recruited experienced leadership staff with specific knowledge of healthcare and the client. The leadership team led sales workshops to help the consultative sales process start earlier. And, the team mapped out quality processes and built a centralized QA team to drive speed-to-efficiency.

One key success factor was the ability to attract, develop, engage, and retain top talent who accelerated program ramp and delivered higher quality outcomes. We partnered with the client to create customized sourcing strategies and leveraged our proprietary recruitment software, MatchPoint Matrix, to find the best potential associates. The tool is twice as predictive of licensing success for associates than other commercially available assessments.

As a result, member enrollment increased by 25 percent, associate training time decreased, and sales and satisfaction goals were exceeded. Based on its outstanding 2013 performance for the 2014 open enrollment period, the team solidified the relationship with year-round steady state work, and doubled its contract for the 2015 OEP season. More than 1,000 associates, mostly licensed, will serve prospective members in four sites.

 

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