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Magellan Health Deploys an Employee Service Center to Greatly Improve HR Service Delivery

Magellan Health is known for its use of data and technology to improve healthcare and quality of life. When it came to serving its own employees, however, Magellan’s HR team was not living up to employee expectations. All employee questions about benefits, payroll, leave, and other related issues were fielded by a team that was overloaded with requests.

Magellan Health wanted to bring its consumer‑focused, technology‑enabled mindset to HR. Over the course of 12 weeks, the department completely transformed how it provided service to company employees.

In this case study, you will learn:

  • The challenges facing Magellan Health and how the company’s HR team served employees
  • The company’s three‑pronged Winning Rx for transforming from a shared‑service call center to a high‑tech, self‑service technology solution
  • Magellan Health’s 12‑week transformation and the related transformation communications plan
  • Results from the first year of the new cloud‑based technology solution 

 

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