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GuideWell Connect - Sales Distinction of the Year


Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: GuideWell Connect, Jacksonville, FL
Company Description: Guidewell Connect is wired differently. We drive value by focusing our marketing, sales, and engagement expertise on every critical phase of the consumer cycle—from acquiring new members, to engaging with individual consumers, all the way through renewal—connecting health plans, health systems, and provider groups in the US with their customers at the right time and in the right channel.
Nomination Category: Sales Awards Distinction Categories
Nomination Sub Category: Sales Distinction of the Year – Healthcare, Pharmaceuticals, and Related Industries

Nomination Title: GuideWell Retail Centers are the Face of Florida Blue

Tell the story about what this nominated organization achieved since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Why visit a Florida Blue Center? It’s the place to go for inspiration, motivation and advice. We’re right in your neighborhood. We knew that simply putting up the buildings might draw a little attention but we never would have expected the results we have seen over the past 12 months. It just goes to show that community engagement and grass roots operations really are worth while. Our retail centers were known for customer service and sales support; however, we’ve had nurses on staff at our centers for years – but in 2018 it because most evident to our communities and our customers really like that! While a few of our centers are relatively new, our Retail Centers have been in place for several years in communities across Florida. So, what’s new with Florida Blue Retail Centers?

Monthly Events for starters!

Our doors are open to all. We invited all Floridians, their friends and neighbors to join to join us at our centers. We offered free fitness and education programs and events each month. Customers could choose to attend a “Conversation with Care” facilitated by one of our neighborhood nurses twice a month. Customers quickly joined exercise programs and attended free educational lunch and learns.

At GuideWell we help people and communities achieve better health. We come to our community events with engaging conversations and fun activities for young and old. We sponsor our sports teams and cheer right along with our fans.

2018 provided a Best-in class member engagement experience at our Retail Centers including:

-Best-in class Net Promoter Score at 59% and 86% First Call Resolution
-82.4% Rate on Customers enrolled at the Retail Centers
-350,299 Center visitors
Under 65 market New and Active renewal submissions during this years’ OpenEnrollment Period
-Medicare by 17% during this years’ Annual Enrollment Period
-39% Growth year over year in same plan submissions for Open Enrollment
-Annual title sponsor for Florida Blue Florida Classic resulted in 876 sales
-First ever, Florida Blue Wellness event reaching over 400+ attendees

We are expanding our Retail footprint and engaging our partners

-New generated $80K in revenue from Field Marketing
-Grand Re-Opening of Clinic/Retail Model in Pensacola and Winter Haven
-Sanitas partnership expansion with three additional clinic locations serving our Hispanic Floridians

During 2018, our Retail Centers reached new heights in care and wellness including:

-Most Flu Shots administered ever at 3,660
-93,199 for members
-Over 30,000 Care gaps closed for members
-162 RPM Health Risk Assessments–

We are making new strides in developing our talent and employee engagement

-Graduated first class of Emerging Leaders Program
-Held our First Retail Service Advocate Summit
-Gained candid insight from regional frontline focus groups

And a huge return on from many of these focus groups included lessons learned. Ideas included the need to engage the field earlier in the process to streamline New Campaign initiatives roll out. The desire for Development of leadership training programs, series, and materials was recognized as an important step towards continuous improvement. And a great resource already under our roof will be expanded with Seasonal Training Enhancements – Leveraging the service advocates and engage seasonal staff earlier.