Company: ComPsych Corporation, Chicago, IL
Company Description: ComPsych Corporation is the world's largest provider of employee assistance programs and is the pioneer and worldwide leader of fully integrated EAP, behavioral health, employee wellness, work-life and absence management services. ComPsych provides expert resources to over 17,000 organizations covering more than 45 million individuals in over 100 countries under our GuidanceResources br
Nomination Category: Customer Service Awards Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: ComPsych’s HealthyGuidance Customer Service Department

Tell the story about what this nominated organization/department achieved since January 1 2012 (up to 525 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:

The ComPsych® HealthyGuidance team creates, implements, and executes holistic wellness programs that address the full continuum of emotional and physical health for employees and targets behavioral and lifestyle issues before they become significant illnesses. The HealthyGuidance team empowers employees and their family members to make healthy lifestyle changes while helping them overcome barriers to success, such as emotional and mental health issues, through creative programming, one-on-one support, and regular communications.  Customer service is an essential part the product’s success.

In 2011-2012, the HealthyGuidance team helped a number of employers improve the health of their workforce in addition to controlling health costs.

*97 percent of enrollees in the HealthyGuidance program reported being “very satisfied” with services, regardless of area of participation. 

*HealthyGuidance coaches completed more than 14,000 individual coaching sessions, guiding employees on smoking cessation, nutrition, weight loss, exercise regimens and more.

*The HealthyGuidance team helped more than 700 people quit smoking.

*One customer’s health cost increases were kept at 2 percent, while the national average showed double-digit increases.

*Of customer PNC Financial’s employee population, 55 percent reduced or eliminated one or more serious health risks.

*Of customer Hilton’s workforce, 77 percent said they were exercising more, 47 percent had lost weight and 75 percent said they were more energized at work.

Innovations

In 2012, the coaches who staff the HealthyGuidance team responded to the ongoing changes in the health-related needs of our customers: 

*Launched HealthyGuidance Kids

This program is designed to educate, guide and motivate parents of overweight children. Our certified wellness coaches are trained experts in nutrition, exercise and behavior change who work one-on-one over the phone with parents to create achievable family goals for a healthier lifestyle including nutrition, exercise and dealing with the emotional aspects of being overweight. Participants can call in for support or questions at any time, with no limits on inbound calls.

*New Pilot Programs

Customer Hilton Hotels was experiencing rising costs due to health care participants’ chronic conditions and inappropriate use of health care options. The HealthyGuidance team worked to create, implement, and execute a pilot program at four of the chain’s locations. The customers rose to the challenge logging enough activity minutes at the various locations to burn off 20,460 slices of pizza, 4,755 large, gourmet cookies, and 3,270 scoops of ice cream.

*New Onsite Challenges

In order to keep employees participating and engaged in wellness, the HealthyGuidance team regularly creates new, customized onsite challenges for our customers. One example this past year includes a walking challenge for a mass transit customer. The walking challenge teams walked a total of over 7,000 miles, with the winning team members receiving a “FitKit” duffle bag that included a water bottle, pocket guide to healthy eating, and a jump rope.

Obstacles Overcome

The HealthyGuidance team regularly overcomes the difficulty of engaging hard-to-reach populations, such as public transit workers, through creative challenges, communications, and new programs.

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Provide a brief (up to 125 words) biography about the leader(s) of the nominated organization/department:

Dr. Richard A. Chaifetz is founder, chairman and CEO of ComPsych Corporation, the world’s largest provider of employee assistance programs (EAPs) and the pioneer and leading provider of fully integrated EAP, behavioral health, work-life, wellness, crisis intervention services and outsourced HR solutions under the GuidanceResources® brand. ComPsych provides services to more than 45 million individuals and 17,000 organizations ranging from the Fortune 100 to smaller public and private companies as well as government entities throughout the U.S. and 100 countries.