The Challenge

Each year, during AEP and OEP, enrollment-driven demand surges strain the plan’s member sales operations, often resulting in longer wait times, missed sales opportunities, and complex interactions that must meet strict compliance standards.

To meet this demand, the health plan must rapidly onboard and train seasonal agents while also managing retention and preserving institutional knowledge. This makes it challenging to sustain consistent sales performance and deliver high-quality member experiences.

The Solution

The ResultsCX team embedded seamlessly into the client’s culture, operating as a seamless extension of its internal teams.

• Accelerated recruitment and targeted training to rapidly build capacity.
• Achieved 100% completion of Federally Facilitated Marketplace (FFM) licensing prior to Day 1 of training to ensure stringent compliance.
• Deployed tenured, AHIP-certified agents ready to drive Medicare enrollment.
• Fostered a highly collaborative culture for robust associate engagement and exceptional retention, with returning agents enabling faster training and quicker time to proficiency.

The Customer

A large not-for-profit health plan serving millions of members for over 80 years, leveraging an extensive provider network to expand care options, manage costs, and deliver better health outcomes. The plan’s member centered model emphasizes affordable access to care through strong provider partnerships and programs, reinforcing its mission to support members’ physical, financial, and community well-being.