Articulate Rise - Final Expense Foundations
Scope
A rapidly-developed onboarding series where new agents were trained on what Final Expense insurance is, and how to sell it, as well as how it tied to the company’s mission, vision, and values.
It was designed for remote employees, in a live, instructor-led setting.
My SMEs were senior managers, VPs, Chief (department) Officers, and other senior department staff.
I needed to get final buy-in from Stakeholders.
Results
Engagedly assessments were positive, and the company first approved a test group to complete the training, followed by every agent remaining at the company.
Technology
Rise, Vyond
Vyond: Step-by-Step system training
Scope
This was part of a larger 360-hour new-hire onboarding program for both Medicare Advantage agents and their team managers. This specific tutorial walked new agents through how to answer calls in the internal system. As a huge part of their job was learning how to navigate Five9 (for both answering, outbound and dispositions), this training was critical.
Additionally, this video was part of the program that received the ATD Excellence in Practice award.
The SMEs were a Senior Team Manager and Director.
Results
Fewer errors in missed calls resulted in agents having more phone time, which in turned lead to more sales and helping more members.
Technology
Vyond
Client
GoHealth
Year
2023
Vyond: Reducing Member Churn
Scope
This was part of a series of animated videos about reducing churn, which refers to the frequent switching of beneficiaries between Medicare Advantage (MA) plans, often leading to disruptions in coverage and continuity of care. This was in an effort to increase plan-retention, which not only helped the member, but supported relationships between the company and plan carriers.
The SMEs were a combination of Directors and Vice Presidents.
Results
Plan retention during the OEP season improved by 5% as the result of the larger training this was a part of.
Technology
This video was used in various onboarding and continuing education programs. It was also included in a centralized knowledge bank, featured on Vyond's website here.
Client
GoHealth
Year
2023
Canva:
AEP Tips for Success
Scope
The AEP Tips for Success job aid is a one‑page quick reference guide designed to help agents maximize productivity and client satisfaction during the Annual Enrollment Period. The format is intentionally concise and visually structured so that agents can use it in the field without feeling overwhelmed.
The SME was a Director who provided insights into compliance requirements, common client concerns, and best practices from prior enrollment seasons.
I translated this expertise into a streamlined, agent‑friendly format, balancing regulatory precision with actionable guidance.
Results
Agents found the one-pager effective and useful, and it was added to the internal knowledge database search-engine, to make it easily accessible.
Technology
Canva, Rise
Client
GoHealth
Year
2023