Elevating healthcare engagement and member experience
Health plan interactions are pivotal moments that shape member trust and satisfaction. Navigating benefits, resolving claims, and addressing concerns require more than just information—they demand empathy and expertise. Health plans must also scale rapidly during peak seasons like open enrollment, while maintaining compliance and service excellence. These challenges create immense pressure, making it essential to have a skilled, member-focused team that delivers seamless, high-quality support.
With over 20 years of experience in healthcare CX, we’ve helped some of the industry’s biggest brands elevate their member experience. Our Health Advocacy Model ensures every interaction is handled with expertise, empathy, and efficiency. Members engage with our licensed advocates highly trained professionals who not only provide accurate information but also foster trust and loyalty.
By combining deep industry knowledge with rigorous compliance and a member-first mindset, our unique model delivers improved member satisfaction and plan outcomes.
#ResultsMatter
Our health insurance sales team delivered a strong 2024 AEP/OEP season, exceeding their goals for 9 out of 12 clients’ lines of business and ranking #1 vs. all competitors for 6 out of 7 clients.
113% delivery vs. goal
For a health plan’s marketplace team with record breaking 21.3% conversion rate.
41.25% overall AEP conversion rate
For a state-wide health insurer team. Named ‘Trusted Vendor of Choice’ and awarded 100% of white glove retention business.
140% delivery vs. goal
For a Fortune 100 managed healthcare client, maximizing pay for performance.
Industry leading capabilities
Our Healthcare Persona Training transforms agents into trusted advocates, equipping them with the skills to build emotional connections, simplify complexities, and take the right actions for member advocacy. Grounded in our Five Essential Engagement Habits, this approach fosters a member-centric experience that enhances trust, loyalty, and resolution-driven sales. By personalizing interactions, demonstrating empathy, and proactively addressing care needs, we create a seamless and supportive journey—one that directly links member satisfaction to business success.
Conversational AI-led sales solutions to improve CTS and maximize revenue
How we do it
We leverage curated analytics, AI-driven insights, and collaborative learning to drive successful sales conversations. Our Consultative Selling Approach focuses on creating needs-based interactions, ensuring solutions align with customer expectations and add real value. From agent selection to continuous training, we develop sales competencies that reflect your business strategy, fostering adaptability and effectiveness at every stage.
Strategic licensed advocate recruitment
We source top licensed healthcare advocates through national databases, industry job boards, and professional networks. Targeted market sourcing focuses on regions with a high concentration of licensed professionals for optimal hiring. Partnerships coupled with our employee referral program further strengthen our pipeline. To ensure success, we prioritize sales-oriented candidate profiling and use pre-hire assessments like Traitify to evaluate problem-solving and sales aptitude.
Targeted training
Our Learn360 Healthcare Sales Training empowers advocates to engage, educate, and guide members to the right plan. Using a structured consultative approach, they discover customer needs, personalize education, offer tailored recommendations, and provide effective resolution building trust and delivering exceptional member experiences.
Tech-driven coaching
We use real-time speech analytics and data-driven coaching to sharpen advocate performance. Advocates receive instant feedback on key sales behaviors, scripting, and techniques, while performance tracking empowers continuous improvement. Our structured coaching framework empower, prepare, deliver, review—ensures faster time-to-proficiency, higher conversions, and an exceptional sales experience.
What sets us apart
- With deep experience in Marketplace programs since the launch of the Affordable Care Act (ACA), we specialize in enrollment, member services, and provider support while ensuring compliance with ACA regulations.
5,400+
Healthcare advocates
~40M
Languages
10,000+
Peak season advocates
1,200+
Liecensed agents
230%
Revenue growth 2018 - 2023
22
Healthcare support locations including W@H
32,000
Licenses managed by your licensing department
7 years
Major healthcare players supported with licensed agents each peak season
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