Develop integrated solution to improve recruiting,
on-boarding and training of health plan service reps.
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Challenge
A series of enterprise reorganizations and rapid acquisitions of new lines of business created an urgent need for highly competent, knowledgeable and articulate Service Reps to answer customers’ phone inquiries in the call center. Multiple desktop systems, data integrity issues and complicated subject matter presented complex challenges to the under-skilled training staff.
Solution
Pareo designed a new learning system for the Service Department, which included:
- Redesigned, shortened and targeted new-hire process
- Training and mentoring staff instructors in instructional design and facilitation skills
- A library of templates and models for on-going course development and continuous learning
Results
- Accuracy audits showed an increase in knowledge and skill of the 600 incumbent Service Reps
- The organization experienced a reduced time in floor-readiness of new Service Reps by 4 weeks
- The turnover during training was reduced by 85%
- The model was so successful that it was adopted by the wider organization to serve learning needs of HR, Claims and Membership business units