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: Center of Excellence (GoHealth)
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 198 words used.
The Center of Excellence (COE) at GoHealth was established in 2021 to enhance sales support through strategic onboarding, continuous education, and scalable talent development. This team, composed of professionals with over 40 years of combined expertise in Organizational Development, LMS management, analytics, and coordination, has become a cornerstone of operational success at GoHealth.
The COE team’s mission is to optimize the effectiveness of GoHealth's licensed insurance agents by streamlining onboarding processes, standardizing best practices, and providing specialized training. Through these efforts, they ensure Medicare consumers receive expert guidance and a personalized experience.
Their efforts have been widely recognized, most notably with a Gold Stevie Award for Sales Support Team of the Year 2023, reflecting their outstanding contributions to sales force optimization and operational efficiency. This accolade underscores their commitment to excellence and innovation, positioning them as leaders in the industry.
The team's early efforts laid the foundation for operational excellence, consistently refining processes and implementing innovative solutions. Their focus on efficiency and accountability has driven measurable improvements in agent performance and customer satisfaction, positioning GoHealth as a leader in Medicare customer support. The COE continues to play an integral role in aligning operational strategies with GoHealth’s overarching mission.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 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 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 194 words used.
Since July 1, 2022, the COE has delivered exceptional results, achieving significant milestones across multiple areas:
- Onboarding and Training: Successfully onboarded and trained over 3,500 new hires, providing 30,000+ hours of onboarding instruction for the 2023 and 2024 Annual Enrollment Periods (AEP). These efforts contributed to a $3.9 million (26%) reduction in hiring and onboarding costs.
- Ongoing Education: Delivered 61,000+ hours of continuous education, promoting compliance and skill development to enhance agent performance.
- Productivity Gains: Despite being a lean team of six, the COE achieved a 142% productivity increase, underscoring their operational efficiency.
- Technology Integration: Developed and implemented a comprehensive coaching platform, logging over 28,000 employee coaching sessions since May 2024. Integrated advanced LMS capabilities to support organizational shifts and provide actionable data for sales leaders.
- AI-Driven Innovation: Leveraged tools like SARA (Support And Resource Assistant) to streamline agent support, reducing average call handle time by 10 minutes and improving efficiency during peak AEP seasons.
- Cultural Impact: Strengthened employee morale and satisfaction through initiatives like Culture Connect, Employee Resource Group leadership, and team-building events.
These achievements showcase the COE’s commitment to operational excellence, innovation, and agent and customer satisfaction.
- 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 76 words used.
For a deeper dive into our team’s achievements, please see the attached documentation, which includes a comprehensive overview, competency models, performance metrics, and team photos.
2025 COE Brief - Overview of Who is COE, What we do, Work and Performance Samples
COE 2025 Stevie Nomination (Supporting Presentation) - PDF format presentation slides outlining the COE team's Background, Achievements and Performace
Link to previous award recognition
Thank you for considering the COE team for this prestigious recognition.
- 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 223 words used.
The COE’s achievements are transformative and unique in their scope and impact. Their ability to reduce hiring and onboarding costs by $3.9 million while maintaining the highest standards of agent performance sets them apart from competitors in the Medicare insurance industry. This significant cost-saving aligns with industry-leading practices and underscores their ability to achieve more with less—a hallmark of operational excellence.
Compared to past performance, the COE has more than doubled its productivity (142% increase) while expanding its initiatives to include innovative tools like the AI-powered SARA assistant, which reduced average call handle time by 10 minutes. This efficiency enhancement directly contributed to better customer service outcomes and operational scalability, setting new benchmarks for agent support.
Furthermore, the team’s implementation of a comprehensive coaching platform has logged over 28,000 sessions, providing systematic improvements in employee development and performance. These initiatives demonstrate a proactive approach to addressing structural, cultural, and staffing challenges, surpassing the contributions of similar teams in the industry.
The COE’s cultural initiatives, including Culture Connect and Employee Resource Group leadership, reflect their holistic approach to enhancing morale and satisfaction. By blending technological innovation with human-centric development, the team has redefined what it means to support a Medicare sales force. Their contributions are not only unique but also pivotal to GoHealth’s mission of delivering unparalleled service to Medicare consumers nationwide.
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