Healthcare Insurance (Health Plan)
Employee engagement & Development
How frontline training, leadership coaching, and structured mentorship reduced costs, improved customer experience, and strengthened long-term performance.
The Challenge
A large U.S. health plan needed to improve frontline performance while reducing operational costs and strengthening customer experience.
Inconsistent coaching practices and uneven frontline capability were driving variability in service outcomes, creating rework, inefficiencies, and avoidable expense. Leadership sought a scalable, structured approach to improve training effectiveness, standardize coaching, and drive sustained adoption across teams.
The Strategy
NRG began with a comprehensive discovery phase, conducting interviews and working sessions across multiple levels of the organization to assess current coaching practices and identify performance gaps.
The strategy focused on building a structured frontline excellence model that combined leadership development, targeted skill building, and measurable performance standards.
The multi-year plan included engaging professional mentors to coach more than 1,000 leaders over a four-year period through structured three-month cycles, ensuring consistency, accountability, and long-term adoption.
The Execution
NRG implemented a layered enablement model designed for sustainability and measurable impact.
Key components included:
A full-day leadership training program, Coaching for Performance Excellence
Ongoing mentoring sessions and structured roundtables over three-month cycles
Targeted frontline training delivered through in-person and online formats
A 12-week intensive mentorship program with bi-weekly one-on-one sessions
This structured approach strengthened leadership confidence, standardized coaching routines, reinforced accountability, and embedded new performance behaviors across teams.
The Impact
By the conclusion of the engagement, the organization achieved measurable performance improvements.
Results included:
10% increase in overall NPS
26% reduction in hold time
9% improvement in adherence
Decreased employee attrition and improved morale
Reduced need for new hire classes, lowering onboarding and training costs
Through structured coaching, leadership development, and frontline enablement, the organization improved customer satisfaction, increased profitability, and established a scalable performance model positioned for continued growth.
experience + excellence
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