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: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Training Professional of the Year
 Nomination Title: Elizabeth Peters: GoHealth
- 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 woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- 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.
Written answers to the questions
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 185 words used.
Since joining, Elizabeth Peters has hit the ground running and tackled large challenges within TeleCare team. Beginning with the Customer Service Team, Elizabeth reinvented the Agent Onboarding program from the ground up. This unique program guides learners on a journey to assist in making individuals proficient in under two months. Directly due to her partnerships not only within the team, but within the business, 20 continuous education courses have been created. This has been critical to the businesses customer service operations by providing learners with new product knowledge, system/operational changes and compliance updates that would have otherwise halted our ability to serve our customers in the most effective experience possible.
Elizabeth has provided her team with thoughtful, real-time guidance that TeleCare was lacking prior to her entry. Her goal of helping TeleCare revamp and introduce targeted and comprehensive training was clear from day one and she continues to push this effort forward every day. The current builds of many of the learning, training, developmental, materials, and accomplishments are due to Elizabeth’s tireless passion to give back to her team and the business as a whole.
- Outline the nominee's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Elizabeth reshaped the impact of TeleCare department by moving from an onboarding team to creating and facilitating leadership development courses, career pathing courses, and new manager coursework in a year. This led to train-the-trainer programs with 20+ courses targeted at developing trainers’ skills. Also introduced was a coaching model and we've expanded from Member Services Team (MST) and Retention Advocates (RA) to also include Quality Assurance (QA) and Compliance. This model allowed for growth by teaching trainers how to be project managers as well as consultants, leading to supporting the business in an efficient and effective manner.
Key Takeaways:
- Revamped TeleCare training agenda from start to finish, which improved overall targets, quality, distribution and understanding.
- E Learning - Self Paced Training and Learning Material to cater to different learning styles.
- Facilitated the overall development of our department's workplace strategies and procedures.
- Successfully onboarded over 1500 employees this year
- Improving team collaboration
- Providing "Train the Trainer" workshops for L&OD and multiple teams across the organization
- Providing resources and support for the DTC rollout
- Creating an adult learning theory environment to enhance training
- Oversaw the success of over 90 training classes since December 2021
- Utilizing stakeholders across the organization to find solutions
- Changed the way TeleCare can access training:
- Wiki video library
- Engagedly
- Articulate
- Test environments
- 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 nominee's past performance (up to 250 words):
Elizabeth has jumped in and identified factors that were highly influential in the company's transformation initiatives. Her strategies have brought growth and instant gratification to our Quality Assurance training program by efficiently coordinating teamwork. Elizabeth has a passion and extreme ownership that entrenches not only into the Customer Service Training that she creates and administers, but also is fully woven into our customer service function to establish herself as a trusted partner. Because of this, we as an organization have not only been able to enhance our service training, but also enhance the entire customer service function to service our client in a new way that has foundationally changed how we operate a component of our business.
One of the most significant challenges our business has faced over the years has been cross functional collaboration across business lines. Elizabeth has working fiercely to not only make under resourced lines of business feel supported, but she also a champion for breaking down silos and partnering for success.
Elizabeth also revamped TeleCare's training agenda to have an overall improved flow, this helped improve the length of training as well as understanding of the materials presented. In return agents and management feel more confident in what they learned. By introducing E-Learning and Self-Paced Training videos and lectures, we were able to cater to more learning styles amongst the team. This assisted ever type of learner to process and understand material in multifaceted manner.
- 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):
The TeleCare department as a whole has been changed by Elizabeth; streamlining the way we train, course format (more digital adult learning), communicate (both pre and post training emails), and provide resources and/ or material to both the managers and agents. During the summer we provided the RA team with their 1st interactive self-paced training module during LIS training. We received tons of positive feedback for over a week from both the managers and agents about how they loved the new training format and how it helped so many pick up the material quicker. We received similar feedback during our last MST self-paced course for SARA. Without Elizabeth, we would still be using PowerPoints and would not have the adult learning theory fully implemented for our agents.
Elizabeth takes the time to understand the needs of the business and campaign she is helping without trying to jump steps or rush the process. She listens, ask questions, ensures she is moving at a pace that is comfortable without losing value. Elizabeth treats everyone as a TOP client that she wants to truly help and assist. It is apparent within 5 mins of getting to know Elizabeth that she truly has a passion for Training and Development, for helping people grow and understanding their needs and for creating a lasting partnership. You can't find this type of dedication everywhere, but Elizabeth embodies everything you would want in someone working with your team.
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