Health Insurance Provider

OBJECTIVE

On January 1, 2020, our client, a leading healthcare provider, began managing a state Department of Health’s Medicaid Behavioral Health program as an Administrative Services Organization (ASO). The five-year contract, valued at $198 million, included a two-year extension option. The program targeted individuals with Medicaid eligibility, uninsured populations, and children and youth with autism through the Applied Behavioral Analyst (ABA) program. Recognizing the complexity of the task, our client partnered with The Imagine Group as the Recruiting and HR Business Partner to meet the Minority Business Enterprise (MBE) requirement.

APPROACH

The Imagine Group implemented a focused and collaborative approach to meet the program’s demands. Imagine quickly recruited and trained 80 juniors adjusters starting in October 2019, expanding the workforce to nearly 200 contractors by March 2020. A local office was established near the client’s corporate growth site to streamline hiring and support operations. To retain employees and ensure satisfaction, The Imagine Group offered competitive salaries, comprehensive healthcare benefits, PTO, and additional incentives like referral bonuses and performance reviews. Training programs addressed burnout and vicarious trauma, while recognition initiatives such as “Masked Crusader” and “Spotlight” awards boosted morale. Collaboration with the client, including daily communications and stakeholder meetings, ensured alignment with goals and operational efficiency.

SOLUTIONS

The Imagine Group’s efforts resulted in a highly committed and productive workforce, driven by robust benefits and engagement programs that minimized attrition. Administrative staff provided exceptional customer service, significantly enhancing stakeholder satisfaction and ensuring a seamless customer experience. By addressing pandemic-related challenges, The Imagine Group enabled the client to manage the $198 million program efficiently, achieving scalability and adaptability under extraordinary circumstances. Strategic initiative focused on long-term success, including financial planning, workforce education, and integrating advanced technology and streamline operations and improve overall effectiveness.