Thursday, June 18th | 1:30pm ET
Stop Onboarding Agents. Start Getting Them Call-Ready Before They Cost You.
A live session on what AI-powered onboarding actually requires — and how to tell the difference between a platform that delivers content and one that builds call-ready agents.
Your agents complete the training. They pass the assessments. They hit every milestone in your onboarding timeline. And then they take their first live call…and freeze.
Most onboarding programs, even the ones built on AI, are still measuring the wrong thing. They track who finished, they report completions, they generate dashboards full of modules watched and quizzes passed. What they don’t tell you: whether any of those agents are actually ready for a benefits dispute, a coverage denial, or a CMS-sensitive member escalation.
You’re not overspending on onboarding because you lack technology. You’re overspending because the technology you have was built to deliver content, not build capability.
Here’s what most healthcare payer leaders believe when they evaluate AI onboarding platforms: if it has AI, it has practice. It doesn’t. When you add AI to a program that was already built around content delivery, you get faster content delivery. You don’t get agents who are ready for the call. The distinction matters. And most buyers don’t know to ask for it.
JR Burch leads learning experience design at Intrepid by VitalSource, where he’s worked with three of the top healthcare payers to rebuild member services onboarding around one principle: knowledge doesn’t create performance. Practice does. The results show up in ramp time, attrition rates, and EBITDA. In this session, JR will walk through the framework behind onboarding programs that produce results and the questions every operations leader should be asking before they sign their next platform contract.
Every agent who leaves in the first 90 days represents recruiting cost, training investment, and lost productivity before they ever had a productive day. At a 500-agent call center, even a modest reduction in early attrition changes your operating cost meaningfully. At 1,000 agents, it’s a material EBITDA number.
The gap between an onboarding program that measures completion and one that measures readiness has a dollar figure. Most operations leaders can calculate it. Most onboarding programs don’t solve it.
This session is for healthcare payer leaders who are ready to close it.
WHAT YOU’LL LEARN
- Why “AI-powered” doesn’t automatically mean “practice-enabled” — and the four modes of AI in agent onboarding that most vendors conflate
- The one question that cuts through every vendor demo — and how to pressure-test the answer with a live, unedited simulation
- How to design feedback loops that actually build skill — not just surface completion data your operations leaders can’t act on
- What readiness looks like before agents go live — and how supervisors can see it in real time, not after the first QA failure
- The five buyer’s questions that change the conversation — from features on a spreadsheet to capabilities that show up in ramp time, attrition, and quality scores
- A practical proof-of-concept framework — so your next pilot proves an operational outcome, not a completion rate
Register now and get the eBook.
Every registrant receives a complimentary copy of AI-Powered Agent Onboarding: A Buyer’s Guide for Healthcare Payer Operations Leaders, the companion resource to this session. It includes the full buyer’s framework, red flag and green flag criteria for vendor evaluations, and the five questions that change platform conversations from feature comparisons to outcome commitments.
If you’re a COO, Chief Customer Officer, or VP of Member Services at a health plan dealing with slow agent ramp or high 90-day attrition, and you want to know what the best operators are doing differently, this session is for you.
