The Challenge:

In 2022, our MA clients faced a twofold challenge as they prepared for the Annual Enrollment Period (AEP): they had to swiftly expand their agent base while also adapting to new state laws requiring agents to sell within their state of residence to maintain their license.

The ResultsCX team realized that to optimize our clients’ AEP potential, a comprehensive strategy was essential to ensure that agents hit the ground running:

• Embarking on a massive hiring initiative, assembling a cohort of over 30,000 licensed agents.
• Providing extensive training for agents and emphasizing compliance to meet regulatory standards.
• Navigating the complexities of state certifications, even for those needing to be earned post-AEP commencement.
• Equipping agents to bridge the gap in member understanding of benefits ensures current members can fully comprehend their coverage options.
• Improving member awareness of the supplemental benefits offered by our client, empowering them to make informed decisions about their healthcare and increasing retention.

The Solution:

In our pursuit of ambitious targets, we crafted a comprehensive strategy that spanned every phase, from talent acquisition to deployment. To streamline our recruitment processes, we introduced our proprietary AI chatbot, Olivia, which guides applicants to suitable roles based on their qualifications and facilitates convenient interview scheduling. We leveraged a diverse range of recruitment streams, including pre-licensed candidates, to slash our cost per hire and surpass our hiring objective by an impressive 111%.

Recognizing the dynamic market conditions, we adjusted our pay rates to remain competitive and attract top talent. Finally, our AI-driven performance management dashboards provided near-real-time updates, empowering us to nurture high-output agents and enhance conversion rates effectively. This concerted effort helped our licensing team acquire and distribute over 30,000 licenses and certificates, ensuring that our workforce was fully compliant and ready for the 2022 AEP season.

In 2023, driven by our commitment to continuous improvement, we expanded upon the achievements of 2022. We introduced the New Hire Orientation Experience (NHOEX), a two-day initiative aimed at enhancing the onboarding process for new employees. Our Licensing and Account Management teams collaboratively developed a new hiring matrix to successfully match licensed candidates with roles that optimally utilized their skills and qualifications. This not only reduced licensing costs but also improved alignment with client needs.

In 2024, we further strengthened our approach by enhancing the Computer Diagnostic Test (CDT), ensuring candidates’ equipment and internet speeds aligned seamlessly with client requirements. Broadening our equipment vendor network further enhanced our equipment provisioning capabilities, especially for programs not approved for Bring Your Own Device (BYOD). Meanwhile, our dedicated CMS Task Force and Member Retention Unit continue to maintain a laser sharp focus on achieving two major objectives – improving CMS Star ratings and fostering member loyalty.