As open enrollment draws closer, sectors like healthcare, insurance, and employee benefits management are racing to ramp up their customer service operations. After all, open enrollment is when the majority of business happens. Despite technological progress, there remains an exceptional demand for highly qualified Customer Experience (CEX) specialists to handle the flood of questions. About 62 percent of insurance buyers said talking with a rep on the phone was the most influential factor in their decision.
Over 21.3 million people enrolled in healthcare coverage in 2024 — a 30 percent increase from the previous year. Companies will need more CEX workers in 2024 to help employees make healthcare decisions and ensure that customer interactions run smoothly. However, with only a tiny pool of talent available for these jobs, there is more competition than ever to land the best applicants.
Finding the right people to manage the demands of open enrollment can make or break the customer experience.
a shrinking talent pool
Companies are pulling from the same limited pool of experienced CEX professionals every year. As organizations scramble to staff up their customer service departments, the availability of qualified candidates shrinks. Additionally, license requirements like specific educational qualifications and certifications, especially in the finance and accounting sectors, result in a limited pool of candidates. As a result, companies are facing a competitive hiring landscape where only qualified candidates are eligible to apply. When staffing partners can’t meet your urgent needs, your call centers are short-staffed during the busiest time of year. The demand is rising, but the supply of skilled candidates is struggling to keep up.
speed vs. quality
Amidst increasing client demands and the need to fill positions before open enrollment, several staffing firms prioritize speed over quality. The “spray and pray” approach, where agencies flood companies with candidates without thorough screening, often leads to high turnover and onboarding issues.
The truth is, hiring quickly doesn’t guarantee you’ll find the right fit, especially when the stakes are this high. When customer satisfaction is on the line, hiring the wrong candidate can lead to longer resolution times, increased frustration, and lost clients.
scaling quickly but effectively
During open enrollment, businesses often need to scale their teams rapidly to handle the influx of inquiries. However, scaling quickly while maintaining service quality is a considerable challenge. Relying on a partner who needs more infrastructure to handle large-scale hiring can leave you scrambling. If your staffing partner can’t meet your needs, the result is empty desks and overworked staff.
the cost of getting it wrong
The consequences of insufficient or the right CEX professionals during open enrollment are significant. Customer experience can make or break your company’s reputation. Delays, miscommunications, and mishandled inquiries can drive employees and clients away. Worse, errors during open enrollment can have long-term impacts on employee satisfaction and retention.
The stakes are high, and the competition to hire CEX talent has never been more challenging. But it doesn’t have to be a losing battle. Given the high demand for CEX talent during open enrollment, here’s what companies can do to stay ahead of the competition.
an early start helps
When finding suitable candidates for CEX positions, time is of the essence. Given the demand during open enrollment season, companies must initiate their requirement efforts well before time. Companies can create a robust talent pipeline by proactively engaging with candidates through networking, job postings, and employer branding. Since the best CEX candidates are often snapped up early, this approach helps identify top talent, conduct thorough candidate evaluations, and reduce the risk of losing qualified candidates to competitors.
offer remote work
You're already behind in the competitive job market if you're not offering remote or hybrid work. For many professionals, the flexibility to work remotely or in a hybrid role has moved from being a perk to a necessity. Remote work offers workers a much-needed work-life balance while keeping up productivity rates. This offering has several advantages — it increases the diversity of the workforce, increases the chances of finding candidates with the precise skills and experience needed, fosters employee satisfaction and retention, and reduces turnover rates. Employers who fail to provide remote work options are disadvantaged since remote work arrangements allow companies to tap into a much broader, global talent pool. With virtual hiring processes, employers can connect with candidates globally, expanding the talent pool beyond local candidates.
focus on specialized skills
More than simply hiring individuals with a background in customer service is required. The specialized nature of the healthcare sector demands more from its customer service professionals. They need a comprehensive understanding of healthcare plans and a degree of empathy and communication skills aligned with the needs and concerns of individuals facing health issues. CEX professionals who can understand different types of coverage, the intricacies of co-pays, deductibles, and out-of-pocket maximums and explain these clearly to the customers are essential. They must also be able to handle sensitive personal and medical information in compliance with HIPAA and other regulations. When hiring for customer service positions in healthcare, it helps to look for candidates who possess knowledge of healthcare plans and the communication skills necessary to handle sensitive information with care and compassion.
The race for CEX talent during open enrollment is more challenging than ever, but companies can stay ahead of the competition with the right approach. At Randstad, we understand that finding the right talent during open enrollment isn’t just about meeting a temporary need—it’s about ensuring your customer experience remains strong. Connect with us to learn more about how we can help you navigate the hiring challenges of open enrollment.