Details​

• First Iteration

  • Scope: Reduce onboarding attrition of agents by improving the existing online SME-built 9-week (360 hour) onboarding program. Get buy-in from trainers and SMEs.

  • My role: As a Senior ID I worked closely with SMEs to develop process-aligned formative and cumulative assessment strategies as well as build approximately 100 hours of interactive courses, step-by-step videos, interactive branching scenarios, and roleplaying. ​This material covered both the GoHealth sales process and federal and state regulations surrounding Medicare and Medicaid. I supported fellow IDs with tech and design choices, built templates, and handled training our online trainers on the new format.

• Second Iteration

  • Scope: Reduce onboarding time by a week by using technology tools like the (then) new Second Nature AI and simulations while maintaining agent quality. 

  • My role: As a Senior ID and with existing knowledge of the process, I worked Second Nature to develop customer simulations for agents to use while roleplaying. I trained fellow IDs and trainers in using the new technology. 

• Third Iteration

  • Scope: Continue to reduce onboarding time by two weeks through increasing independent study using technology while maintaining agent quality. This version also accompanied a growth in our centralized knowledge center, so activity design leaned on agents using Just-in-Time resources rather than memorizing details.

  • My role: I developed and implemented activities to promote our Just-in-Time resource access. I continued to work with Second Nature.

• Fourth Iteration: 

  • Scope: Develop new hire training for new lines of telephonic agents.

  • My role: As the Sr ID, I independently developed on-boarding for new telephonic lines that still handled Medicare and Medicaid insurance sales. Using our template, I designed the curriculum and modules. I also supported

• Results​

  • Awarded ATD Excellence in Practice ​

  • ID Team was recognized as a key component to company success

  • Reduced onboarding attrition from 30% to 10%, saving thousands of dollars per new-hire, 

  • ​Increased sales by 20%,

  • Reduced onboarding time by 33% while maintaining agent quality, once again saving thousands of dollars per new-hire, 

  • Increased agent investment in success.

• Technology​

  • Second Nature AI, Vyond, Camtasia, WellSaid Labs, Articulate Storyline, Articulate Rise, ​Twine, SCORM and xAPI LMS systems.

• Year​

  • 2022-2024​