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 Individual Categories
Nomination Sub Category: Sales Operations Professional of the Year
 Nomination Title: Jacob Anderson
- 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 individual, 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.
- Briefly describe the nominated individual: history and past performance (up to 200 words)
Total 200 words used.
Jacob Anderson (Jake), has emerged as a transformative leader for GoHealth's Licensing Services department. He has reshaped the team's identity from a siloed, transactional department to a dynamic, customer-centric powerhouse. In three short years, Jake has dexterously upskilled his team, instilling a commitment to delivering World-Class Customer Service that transcends the entire agent life cycle.
Under Jake's visionary leadership, the Licensing Services team has revolutionized the agent onboarding process while pioneering a reimagined approach that leverages technology for managing agent licenses and carrier appointments. This innovative strategy has resulted in a significantly streamlined and efficient system. Jake's unwavering commitment to challenging the status quo has translated into remarkable benefits, including a 59% reduction in labor costs and a 340% increase in sales from Carrier Expansions.
Beyond these tangible outcomes, Jake's strategic initiatives have fostered a collaborative team environment within Licensing Services and cross-functionally. The positive culture cultivated by his leadership has been instrumental in building solid interdepartmental relationships, leading to improvements in various facets of the business. Jake's relentless pursuit of excellence exemplifies the qualities of an outstanding leader, whose impact extends beyond the Licensing Services team, leaving an indelible mark on the overall success and cohesion of the organization.
- Outline the nominee's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
Jake’s team has achieved remarkable results by strategically simplifying the Agent Onboarding experience and harnessing innovative Salesforce automation. Additionally, they successfully streamlined Onboarding, slashing support time for licensing and agent appointments by an impressive 40%, creating a 59% reduction in labor, while concurrently doubling the number of carrier appointments earned by agents.
Operational enhancements extended to Licensing Operations, where streamlined processes led to a remarkable surge in unique licensing transactions processed per team member, soaring from 5,034 in 2022 to an impressive 9,891 in 2023, an increase of nearly 200%. These improvements to process resulted in a noteworthy 42% reduction in Help-related service requests from Licensing customers. Swift and decisive action in expanding Carrier Appointments for new carrier partners from an average of 25% of agents to over 92% of agents resulted in a remarkable 340% increase in enrollments for those carriers between 2022 and 2024.
Jake's visionary leadership extended to transforming a team of analysts into a technology development team, building trailblazing products on the Salesforce platform. The investment of 4,000 labor hours to develop these Salesforce products significantly reduced labor hours needed for onboarding and licensing support by 20,000 hours annually, for a 500% ROI in the first year. These new custom objects, workflows, and strategic integrations have empowered all GoHealth teams to operate more efficiently, achieving remarkable outcomes while requiring 25% fewer human resources to complete the same tasks. These accomplishments underscore GoHealth Licensing Services' unwavering commitment to excellence, innovation, and impactful results.
- 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 14 words used.
The attached pdf provides a visual representation of the achievements highlighted in the submission.
- 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):
Total 240 words used.
Jake's transformative influence has not only simplified processes for the Licensing team but has also enhanced the experience for licensed agents, by reducing the amount of time and effort required to complete Licensing requirements each year while simultaneously empowering them with additional carrier appointments and a diverse range of products for their customers. This aligns seamlessly with GoHealth's vision of enrolling consumers in the best possible plans, the result of which is highlighted in the substantial increase from an average of 5 carrier appointments in 2022 to an impressive 8.5 in 2023, a 170% increase in available plan offerings to the consumer. These improvements have elevated consumer satisfaction by instilling confidence in their chosen plans and contributed to notable improvements in the company’s profitability.
The impact of Jake's strategic initiatives extends beyond enhanced customer satisfaction to significant reductions in operating costs for GoHealth. A remarkable 58% reduction in onboarding support headcount, driven by drastic improvements in Licensing processes, reflects the efficiency gains achieved under Jake's leadership. Technology-related enhancements alone accounted for a reduction of 20,000 labor hours, facilitating a 25% reduction in associated payroll expenses, displaying a dual focus on efficiency and dedicated support for agent success. Jake's holistic commitment to financial sustainability is evident as the process changes and investments in technology have resulted in the simultaneous reduction of costs and increased revenue, marking his strategic initiatives as a cornerstone for GoHealth's organizational prosperity and continued success.
| Attachments/Videos/Links: |
|---|
|
