Case Study: Driving Performance At Scale

Situation

Our customer, a Fortune 25 health insurance provider, faced a challenging macroeconomic climate, requiring every division to reduce costs and streamline operations. This led to a restructuring that required division leaders to evaluate how to do more with less. 

Challenges

The senior vice president of one of the firm’s largest operations divisions faced two major challenges:

• Increase quality and productivity metrics of non-exempt employees in member-facing roles
• Lower voluntary attrition to under 20%.

The SVP evaluated solutions that could be deployed immediately.

Solution

The organization moved quickly to implement an accelerated deployment of the Pathstream platform.

Employees were first matched with their Pathstream coach for 1:1 developmental sessions. With context on the division’s goals and priorities, Pathstream coaches supported employees by helping them diagnose challenges they were facing, identify blindspots, and build confidence in their potential and trajectory at the firm. Coaches guided employees through experiential simulations to build impact player behaviors and abilities most critical to their role and the needs of the division.

Within 30 days, employee sentiment increased 10% from baseline across three dimensions: confidence in their ability to succeed as a professional, ability to take ownership of performance, and potential to add value beyond their specific role.The initial implementation focused heavily on elevating the role and capabilities of team leads as a critical lever of performance. Skill building for team leads emphasized performance issue resolution, motivating teams, confidence in decision-making, and data fluency for metrics monitoring and interpretation. Upleveling team leads not only provided a critical extension of leadership and support for associates in the short term, but also strengthened the pipeline of emerging supervisors.

Pathstream supported the division SVP to roll out individual quality and productivity goals by helping employees understand their personal goals and feel empowered to impact them. Within 90 days, productivity and member experience had improved, including: 

• 10% faster resolution time
• 12% decrease in monthly overtime costs
• Meeting service-level agreement and turnaround time metrics despite a reduction in staffing

How We Launched

Speed was critical in launching the Pathstream experience to employees. From the decision to move forward, we were able to launch within 4 weeks. The division SVP and his leadership team leaned on Pathstream for implementation, participating only in a streamlined set of 1-hour weekly meetings to review and sign off on performance metrics, role-critical skills, and launch communications. Pathstream effectively guided key stakeholders and leaders through the implementation process, which was critical to ensure their buy-in and support during a period of rapid transition for their organization.

“Employee engagement and retention have been a challenge for us, and we’ve done a complete 180 with Pathstream. The results speak for themselves, and I’m proud to say our department is setting the tone for the rest of the organization…Our leaders constantly have to balance high productivity and quality. Pathstream gives them the tools to enhance the employee experience and lead, helping each team member reach their full potential.” - Division SVP 

“The best thing about Pathstream is how easy it is to apply what I’ve learned in the workplace. I recently used the skills I gained from the AI simulations to resolve a recurring issue within my team. I communicated clear expectations around accountability, responses, and delivery, which led to a successful resolution.” - Intake Coordinator

Impact Within 90 Days Of Launch

• 4.1x return on investment from productivity and retention lift
• 10.2% increase in performance among member-facing employees via faster resolution time
• 12.3x decrease in monthly run rate overtime costs
• 5 out of 5 employee rating of Pathstream experience

University Certificate Programs For Health Plan Ops Teams

Pathstream offers the only off-the-clock career development solution for non-exempt health plan operations associates.

• 1:1 coaching, career pathing, and college-credit programs tailored to your business priorities
• Loved by non-exempt teams
• Fully covered by your company's existing tuition assistance benefit

Learn more about our risk-free pilots.