Health Insurance Staffing

Overview

A major health insurance provider struggled with low attendance at the start of open enrollment projects and frequent attrition throughout the assignment. They needed fast access to a large group of qualified CX reps who could be deployed on short notice and stay engaged through the entire enrollment period.

Challenge

A leading health insurance provider faced recurring issues with low attendance on the first day of open enrollment staffing projects, which hindered project success. Additionally, high employee attrition rates made it difficult to maintain a stable workforce throughout the enrollment period, with many employees leaving before the project was completed. They came to Curately with an urgent need to hire a high volume of CX reps on short notice, needing to meet tight deadlines while ensuring that the candidates were well qualified.

Solution

To address these challenges, Curately implemented a series of targeted solutions designed to automate and enhance the screening process.

Advanced Technology Solutions

In 2023, the client engaged our exclusive technology-driven recruitment platform to improve attendance rates and overall staffing success. The program was so successful they approached us again in 2024 for their next CX class.

Comprehensive Recruitment Process

We implemented a detailed recruitment strategy that focused on selecting high-quality candidates tailored to the specific needs of each program within the organization.

Strong & Frequent Communication

By maintaining clear communication and delivering top-tier candidates, we ensured our clients were well-supported throughout the process and received exceptional results.

Timeline

2023

Our client, a health insurance provider, engaged us for open enrollment staffing. After evaluating our technology solutions, they granted us an exclusive trial.

Results:

• We staffed 34 customer service representatives.
• For the first time, the client saw 100% attendance on day one.
• Attrition was less than 10%, and all remaining employees transitioned to full-time roles.

2024

Due to the success of 2023, our client chose to work exclusively with us again for the 2024 open enrollment. This year, 36 customer service representatives were required.

Results:

• 100% attendance on the first day for the second consecutive year.
• No resignations or terminations have occurred to date.
• The client praised the group, calling it the best class they've ever had.
• Impressed by our delivery, communication, and candidate quality, the client extended our services to other departments within the organization.

New Business Expansion

We secured an exclusive project within the AgileOne program, requiring 18 customer service representatives on short notice. Our recruitment process filled 14 out of the 18 positions by the deadline (the remaining 4 were delayed due to the tight timeline but will join a future class).

Key Success Factors

• Our Talent Database holds 200,000 fully-vetted contact center reps.
• No break in communication. Curately maintains constant communication and keeps recruiters and candidates in the loop through the entire process.
• Our process is streamlined and automated to reduce hiring costs, attrition, and time-to-hire.
• Our candidates are skill-matched to their respective roles which reduces both short-term and long-term turnover.