One of the leading healthcare payers operating multiple lines of business under a unified portfolio, including specialty services, retail support, and health plan operations. The organization experiences significant seasonal demands that require rapid workforce expansion to support their operations during the Annual Enrollment Period (AEP).
Everise implemented a scalable workforce solution that focuses on targeted hiring and a comprehensive cross-training model.
Everise hired agents beyond core teams to include specialty services and retail support as demand increased across multiple service areas during AEP.
Everise designed a cross-training model that created a flexible talent pool capable of shifting capacity in real time. In addition to the training into specific lines of business, agents were then systematically upskilled to support work across up to 19 LOBs, prioritized by volume needs, enabling rapid redeployment as demand fluctuated.
Through strategic workforce expansion, the organization’s headcount grew by 255%, scaling from 858 to 3,047 from October to December of 2025, while maintaining consistent service performance across the portfolio. The cross-trained talent pool enabled rapid redeployment across 19 lines of business, supporting both predictable enrollment volume and sudden demand spikes.
Amid accelerated onboarding timelines and volume variability, 97.27% of calls were answered within 30 minutes, surpassing the 80% target.
