UnitedHealthcare revamped its new hire program with a collaborative, hands-on, cohort-based approach that replicates real casework and emphasizes applied learning. By integrating live training environments, mock cases, and structured feedback, they reduced time-to-proficiency from nine months to six weeks. This modernized learning experience delivered dramatic gains in readiness and learner satisfaction, earning industry recognition for its innovative design.
Challenge
Due to evolving demands of the evolution of the
workplace, most of UnitedHealthcare’s learners
work from home even from the very beginning of
their tenure. One of the biggest challenges has
always been giving learners the hands-on
experience with feedback experiences that they
needed to attain proficiency.
0%
Decrease in
time-to-proficiency
time-to-proficiency
0+
Learners across
the globe
the globe
To address that challenge, UnitedHealthcare worked
to modernize the new hire program for its Medicare
Appeals & Grievances (A&G) using collaborative,
cohort-based learning strategies that incorporated
applied learning.
Its Medicare Appeals & Grievances program involves a formal process to handle disputes, complaints, or concerns raised by patients or members regarding healthcare benefits, decisions, or quality of care.
Its Medicare Appeals & Grievances program involves a formal process to handle disputes, complaints, or concerns raised by patients or members regarding healthcare benefits, decisions, or quality of care.
Solution
The new hire program for UnitedHealthcare’s Medicare Appeals & Grievances (A&G) was revamped using a combination of a live training environment, mock-ups of real cases, videos, demonstrations, quizzes and missions to keep learners engaged.
Learners were given case numbers to research and resolve just like they would with live cases. Learners then documented their findings and submitted them for review and feedback. By the end of each module, they have researched and documented eight (8) cases from end-to-end.
Learners were given case numbers to research and resolve just like they would with live cases. Learners then documented their findings and submitted them for review and feedback. By the end of each module, they have researched and documented eight (8) cases from end-to-end.
"Our new employees consistently challenge us to deliver quality, hands-on learning–learning that is relevant and impactful to their real-world experiences. The Intrepid platform allows us to deliver collaborative and relevant learning programs while onboarding thousands of employees across the globe in a virtual setting."
Christy Pletcher - Vice President, Learning Solutions, UnitedHealthcare
The key focus was to leverage technology to drive virtual learning for performance. They use a solution-driven approach that teaches cognitive and technology skills, all of which can be immediately applied to a new hire’s role. Content is designed to work in the process flow of how people learn and is structured around the 5 Moments of Need, a framework for gaining and sustaining effective on-the-job performance of employees and work teams.
0
Point increase in
Net Promoter Score
Net Promoter Score
0
Industry awards
for program impact
for program impact
Results
The results of UnitedHealthcare’s innovative strategies are significant and impressive, earning them two distinguished awards. Tangible outcomes from the program include the following:
- A significant reduction in time-to-proficiency from 9 months to just 6 weeks after the completion of training.
- Improved Net Promoter Score (NPS) from a 35 point average to a 72 point average, with learners consistently praising the hands-on practice and robust feedback.
- Feedback from supervisors and subject matter experts has been overwhelmingly positive and reveals that new hires fresh from training are better prepared than some tenured staff.