Imagine the pressure of maintaining high quality training standards while your company scales from 13,000 to over 31,000 employees in just three years!
That’s what happened to this leading multi-line healthcare enterprise. They grew from $15.7 billion in 2014 to over $45 billion in 2017 while doubling its healthcare solutions membership to over 12 million beneficiaries. With the company’s expansion, its customer service agent population also grew to manage separate health plans in 28 states and two international markets.
Status quo tactics became insufficient as training needs of these customer-facing employees are complex and different for every health plan. Centene had to find a new way to continuously train agents, without interrupting quality service delivery to its valuable members and providers. Classroom instruction, its LMS, online reference systems & knowledge portals were inadequate on their own to keep pace with growth & with the ever-changing healthcare market.
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