Company: GoHealth
Company Description: As a leading health insurance marketplace, GoHealth’s mission is to improve access to healthcare in America. For customers, enrolling in a health insurance plan is confusing and difficult, and seemingly small differences between plans can lead to significant out-of-pocket costs or lack of access to critical medicines and even providers.
Nomination Category: Sales Awards Team Categories
Nomination Sub Category: Sales Support Team of the Year - Other Service Industries
 Nomination Title: GoHealth Sales Support Team of the Year - Other Services: Center of Excellence
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 200 words used.
GoHealth is a leading health insurance marketplace with a mission to improve access to healthcare in America. With over 5 million Americans enrolled and counting, GoHealth has partnered with over 300 of the leading health insurance carriers to deliver on said mission. The company supports over 3,000 employees, across 4 countries, to cut through the confusion and enroll customers in a plan with the right coverage and benefits.
GoHealth’s Center of Excellence team launched in early 2021; we’ve only existed for one and a half years but have a combined 20+ years of experience. Our team has one Senior Manager of Organizational Development & Operations, a Specialist, and a Knowledge Management Specialist.
The health insurance market fluctuates each year, so the onboarding, continual education, and licensing of talent must be agile. To account for this environment, our team is scalable. Each year we support the success of our sales team by developing clear onboarding workflows, providing thought leadership and direction, establishing and promoting best practices, while leveraging assets to deliver the appropriate training content. The COE team supports GoHealth’s entire sales force across all regions and their consumers by consistently delivering on the aforementioned areas of expertise and more.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 183 words used.
This past year was a difficult one for our team, as the company underwent major structural, staffing, and culture shifts. This new alignment came with several rounds of reduction in force which impacted our team, cutting COE staffing levels by more than 50%. Even with those challenges, we continued to forge ahead, and remained focused on our guiding principles: Efficiency, Accountability, Employee Experience. The team owned logistics and operational efficiency for all Sales Center employees onboarded in preparation for the 2021 and 2022 Annual Enrollment Periods, encompassing over 6,000 new hires over the course of more than 25,000 hours of training, to yield out the appropriate workforce before each AEP. Simultaneously, we owned logistics, knowledge management, and operations involved in continual education for the 1,300 (on average) active sales center employees. In 2022, these tasks were largely owned by a team of 3, effectively executing 156% more tasks than in 2021, with 50% less staff. This required long days to meet the needs of the business and would not have been possible without the team’s strong work ethic and dedication.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 32 words used.
- COE Brief for a quick overview of some work samples, our competency model, strengths, and what makes us unique.
- COE Slides for team photos, as well as more background and performance information.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 248 words used.
The team continued to focus our efforts by enhancing new employee onboarding and training satisfaction utilizing surveys to delineate actionable data that help improve current processes. One example is the Voice of Our Learner (VOOL). Using this survey, our team quickly gathered feedback, partnered with our Facilitators and ID peers to enhance training content, delivery, and the overall experience to meet the needs of our employees. This safeguarded well-trained sales agents and reduced onboarding attrition by 124% from previous years. The COE team plans and executes companywide logistics needed for all sales center onboarding and training events. Between 2021 and 2022 the team designed, implemented, and reported results for over 3,000 training events, encompassing nearly 40,000 training hours and managed the resource capacity demands associated with each of those events and associated training hours. The core goal of our department is to increase the effectiveness of the sales teams and their leadership, so their time can be spent focusing on helping our consumers enroll in the best health insurance plan for their needs. In terms of maintaining cultural engagement and work/life balance while working remotely, the focus has been to actively participate through virtual means and interactive events such as Culture Connect, Happy Hour, and in-person “remote” events that help us engage with our GoHealth peers, boosting productivity and morale. Overall, the past year has had unique obstacles, but the team pulled through and stepped up to the challenge without losing positivity or reduction in performance.
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