Case Study: Scaling Operations Support for Health Insurance Benefits
Client Challenge
A health insurance provider partnered with Acumen to bolster support during the open enrollment period. The organization relies on seasoned benefits specialists who can field inquiries about coverage, claims, and enrollment options to the standards expected by employer groups. In addition to higher call volumes, the client must meet service-level agreements (SLAs) that ensure timely, accurate, and empathetic assistance to employer groups. The initial request called for smaller training cohorts starting in May, with new service specialists onboarding every 30 days, culminating in a larger group starting in August to cover peak enrollment.
Our Approach
At Acumen, we recognize that not all benefits-support roles demand the same level of expertise. Effective operations resources require empathetic communication, precise benefit explanation, strong insurance knowledge, accountability, and, where needed, bilingual capabilities. Variations in handling different employer groups and complex plan designs can impact a candidate’s performance in a high-volume, multi-brand call environment. To address this, we:
- Conducted a targeted market analysis to identify benefits professionals with 3+ years of health insurance and benefits experience
- Prioritized candidates with recent, relevant experience and current knowledge of benefit plans, claims and enrollment.
- Sourced individuals with proven success in similar seasonal contexts to shorten ramp-up time
- Targeted markets aligned with compensation expectations to support retention and conversion
- Maintained close collaboration with the client to align expectations and milestones throughout the process
Our strategy balanced quality and pace, enabling the client to select professionals that met headcount goals while preserving service standards.
Delivery & Outcome
- 16 candidates submitted and interviewed by the hiring manager
- 7 candidates hired and onboarded, with additional headcount planned for subsequent growth
- The approach allowed efficient talent evaluation and enabled the client to reach enrollment-season staffing targets without sacrificing quality
Long-Term Results
Over time, Acumen enhances the client’s capacity during peak season by provisioning scalable resources. The objective is for successful operations specialists to transition to longer-term roles as part of ongoing benefits teams, reducing seasonal pressure and sustained support.
Value Delivered
This engagement demonstrates Acumen’s ability to:
- Navigate the Health Insurance Talent Market
- Identify and attract benefits professionals in a competitive landscape
- Prioritize fit and readiness for immediate impact during enrollment season
- Meet aggressive staffing timelines without compromising quality
- Build trust through transparent communication and reliable delivery