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: Lacie Blanchard
- 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 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.
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 188 words used.
Lacie Blanchard joined GoHealth in May 2018 as a Team Manager, where she quickly distinguished herself through her exceptional accuracy, creativity, and dedication. In February 2023, she transitioned to the Talent & Operations Center of Excellence (COE) team as the Center of Excellence Coordinator, further elevating her impact within the organization.
In her role, Lacie has become a cornerstone of GoHealth’s Talent Development and Operations team. Her commitment to operational excellence, process improvement, and fostering growth has significantly enhanced workflows, empowered employees, and delivered measurable results.
Her early career at GoHealth laid the foundation for her success in the COE, where she has become known for her thoughtful approach to training, meticulous attention to detail, and ability to deliver innovative solutions. Lacie consistently receives praise for her ability to effectively train stakeholders on new tools and processes, helping employees feel supported and prepared.
Over the years, Lacie has developed a reputation as one of GoHealth’s most reliable and impactful employees, combining technical expertise with servant leadership. Her history of driving initiatives and delivering sustainable solutions has solidified her role as a transformative leader in talent development and operations.
- Outline the nominee's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 222 words used.
Since July 1, 2022, Lacie has delivered remarkable results as the Center of Excellence Coordinator at GoHealth:
- Onboarding and Training: Coordinated onboarding and training for over 3,500 employees, reducing the onboarding process by 15%. This improvement has optimized time-to-productivity and enhanced employee satisfaction.
- Operational Excellence: Designed and managed over 200 training rosters and logistics from 2023 to 2024, ensuring exceptional data accuracy and flawless execution.
- Innovation in Communication: Launched The L&OD Magazine, a digital and print publication distributed to all GoHealth employees. The magazine offers cutting-edge strategies, insights, and trends in organizational growth, fostering engagement and knowledge sharing across the company.
- Resource Optimization: Deployed resource allocation dashboards to improve training resource utilization and provide critical visibility for leadership, enhancing decision-making and process efficiency.
- Driving Productivity Gains: Contributed to achieving a remarkable 142% productivity increase for the COE team by streamlining processes and implementing innovative solutions, exemplifying her resilience and dedication to operational excellence.
- Leadership and Mentorship: As a founding leader of GoWISE (Women in Solidarity Empowered), GoHealth’s Employee Resource Group for women and their allies, Lacie has championed engagement initiatives, empowering employees and strengthening workplace culture.
Lacie’s achievements reflect her ability to blend technical expertise with leadership, driving innovation while fostering collaboration. Her contributions have streamlined operations, improved training experiences, and elevated employee engagement, making a lasting impact on the organization.
- 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 246 words used.
Lacie’s achievements are uniquely significant due to their innovation, measurable outcomes, and alignment with GoHealth’s mission to empower employees and deliver exceptional customer service.
Her success in reducing the onboarding process by 15% is a standout accomplishment. This improvement not only enhances employee satisfaction but also accelerates time-to-productivity, a critical metric in an industry where efficiency and readiness directly impact customer outcomes. Compared to peers in the talent development space, Lacie’s results exemplify best practices in streamlining complex processes.
The launch of The L&OD Magazine is another distinctive contribution. By providing a platform for cutting-edge insights and trends, Lacie has fostered a culture of continuous learning and engagement, a rare initiative in many organizations. This innovation strengthens GoHealth’s ability to connect and inform employees, setting a new standard for internal communications.
Lacie’s role in achieving a 142% productivity increase for the COE team further highlights her impact. Through streamlined processes and innovative solutions, she has demonstrated a level of operational excellence that outpaces industry benchmarks. This achievement is a testament to her resilience and commitment to driving sustainable improvements.
Her leadership in GoWISE underscores her dedication to inclusion and empowerment, fostering a workplace culture that values collaboration and support. Compared to her past performance, Lacie has expanded her impact through transformative initiatives, solidifying her reputation as an industry leader in talent development and operations.
Lacie is truly deserving of this recognition for her unwavering commitment to excellence and her lasting impact on GoHealth employees and customers.
- 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 26 words used.
To learn more about Lacie, please see our supporting documentation.
Lacie Nomination Brief for an overview of Lacie’s background, achievements, work samples, and some peer quotes.
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