Major Marketplace Health Insurer Drives 86% Effectuation and 95%+ Quality While Scaling Rapidly
Major Marketplace Health Insurer Drives 86% Effectuation and 95%+ Quality While Scaling Rapidly
Industry
The client needed to quickly expand its frontline workforce while navigating a complex, multi-state regulatory landscape and maintaining quality and compliance. ResultsCX’s targeted solutions across hiring, onboarding, and training, coupled with its deep federal and state exchange certification expertise, enabled rapid headcount growth, optimized agent readiness, and strengthened operational performance.
The Results:
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%
Enrollment target attained
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%+
Quality maintained despite ~20x increase in headcount
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%
Effectuation rate achieved while client’s internal teams experienced 30% decline
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+%
Retention rate with 26% rehire rate for seasonal agents, driven by world-class employee experience
The Challenge
To support a new growth strategy to secure market share during OEP, our client planned a nearly twentyfold expansion of its frontline care team – from 45 to 750 active licensed agents – while preparing for uncertain market impacts from subsidy changes. The program also required managing operations across 26 states, including nine State-Based Marketplaces, each with unique training, licensing, and certification requirements. Adding to the complexity, 15% of the workforce had to be bilingual, demanding careful recruitment, training, and deployment. They turned to ResultsCX to address the challenges, strengthen internal capacity, and enable scalable growth.
The Solution
ResultsCX acted as an extension of the client’s team, streamlining agent readiness through a centralized management model. Navigating the regulatory labyrinth of 800+ licensed agents requires more than oversight; it demands strategic agility. By syncing aggressive recruitment with precise training, we hit our capacity targets early and ensured every agent was fully qualified and ready to sell.
- Aggressive Recruitment and Onboarding: Net 750 licensed agents onboarded including 15% bilingual talent.
- Precision Hiring and Training: Created targeted hiring profiles and streamlined onboarding-to-production processes, including training, rewards and compensation, resulting in 104% throughput.
- Large-scale Licensing Management: Administered the full lifecycle of high-volume, multi-state agent licensing, managing nearly 20,000 licenses, ensuring regulatory compliance while accelerating agent readiness for OEP sales.
- ACA Strategy and Collaboration: Set up a dedicated leadership group to leverage insights across clients and enhance operations.
The Customer
A leading health insurance provider, committed to making coverage accessible, simple, and supportive for its members. It offers plans covering preventive care, specialty services, and virtual care, across multiple states. Focused on local communities, the insurer helps members navigate their health journey, providing tools, guidance, and support to simplify care management and ensure they receive the right care when they need it.
