Healthcare Insurance (Health Plan)
Employee Engagement & Development
How a large U.S. health plan strengthened hiring quality, reduced attrition, and improved service performance through workforce strategy and proactive planning.
The Challenge
A large U.S. health plan’s contact center was facing recruiting challenges, high attrition, and workforce management inefficiencies that were impacting service delivery and cost performance.
Key issues included:
Entry level wages below market, creating pressure to hire quickly and lowering hiring standards
Recruiting and screening not aligned to competencies required for contact center success
- Reactive workforce practices with limited use of proactive analytics
Frontline managers lacking experience in coaching, motivation, and performance communication
Leadership needed a more strategic, performance-driven approach to hiring, development, and workforce planning.
The Strategy
Northridge conducted a comprehensive workforce assessment to establish a long-term labor and talent strategy.
The strategy focused on:
Benchmarking attrition, performance gaps, and recruiting practices
Aligning compensation, hiring profiles, and career pathing to performance outcomes
Strengthening manager capability and operational management practices
Designing a more proactive workforce planning and queuing approach
The goal was to shift from reactive staffing decisions to a structured, performance-based workforce model.
The Execution
NRG partnered closely with leadership to:
Analyze drivers of attrition and performance gaps across recruiting, training, and operations
Redesign hiring and screening practices to target success profiles
Deliver recommendations across compensation alignment, career pathing, and talent development
- Implement workforce planning enhancements to improve forecasting accuracy and staffing projections
This integrated talent and operational redesign created alignment between hiring quality, employee development, and service delivery performance.
The Impact
The health plan achieved measurable workforce and performance improvements, including:
Outcomes included:
Improved hiring alignment and reduced early attrition
Stronger frontline management capability and employee engagement
- Reduced operating costs through improved forecasting and staffing efficiency
Enhanced service delivery performance
By aligning recruiting strategy, talent development, and workforce management practices, the organization moved toward a more proactive, performance-driven operating model.
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