With a team of close to 10,000 employees distributed nationwide, Ciox Health needed a partner that would allow them to scale culture and impact critical business metrics.
Ciox Health is a leader in health information management and exchange of health information. Three out of five hospitals within the US and more than 16,000 physician practices are Ciox clients. Ciox has medical record retrieval experts mobilized throughout all 50 states and Puerto Rico who can access any medical record, anytime.
“Our Retrieval of Information (ROI) specialists are on the front line responding to over 40 million requests for health information each year,” says Shrestha Taylor, Ciox Health’s VP of Human Resources. “We knew that customer satisfaction is inextricably linked to employee satisfaction. We needed to partner with an innovative engagement partner that understood how to engage the team in achieving key performance indicator improvements while boosting team morale.”
With thousands of employees managed by hundreds of leaders, Ciox’s executive leadership had no visibility into the tactics that regional leaders were deploying to effectively engage and motivate their team. There was no easy way to determine the answers to questions like:
“Which regional managers are acknowledging and recognizing their team’s efforts?”
“What tactics are most effective at improving our key performance indicators?”
At the same time, Ciox’s HR team was stretched thin with other priorities and lacked the team resources to effectively engage a large, distributed team through a unified approach to culture. Leadership had refreshed company core values but lacked a way to bring those values to life for front-line employees that were distributed in pockets around the country (or home-based).
After understanding Ciox’s challenges, Cooleaf worked closely with the leadership team to craft a multi-pronged solution that encompassed:
- A platform to bring their refreshed company core values ‘to life’ through recognition and appreciation of the everyday, heroic actions taken by their distributed, national team
- An ongoing program of experiences to bring their disparate teams together in pursuit of company and culture objectives ranging from wellness, customer focus, community service, innovation, and much more
- System-integrated incentives that tied to key performance indicator achievements by field teams and individual contributors
- Advanced insights and analytics that provided insights and empowered Ciox leadership to take a much more data-driven approach to culture, engagement, and motivation
In addition to the multi-pronged solution and programmatic approach, Cooleaf’s Customer Success team became a true partner to Ciox’s HR and business leaders.
“Year after year, we’ve been amazed at how Cooleaf continues to grow and iterate to bring Ciox more value as a long-term partner,” says Shrestha. “Cooleaf was able to help us nationally scale our recognition and reward efforts and give us employee engagement insights across our teams. They were a true partner in our success.”
It wasn’t long before Ciox team members embraced their Cooleaf-powered engagement program. Through a combination of personal recognition, system-driven incentives, and group experiences & challenges, Ciox team members have accrued over 6 million points!
Ciox regional managers have leveraged Cooleaf’s integrated system-incentives to reward their teams for achieving massive improvements in key performance indicators related to productivity and quality.
“We tied our team’s collective productivity metric to points-based incentives on Cooleaf’s platform and achieved over 30% improvement in this KPI within a few short months,” says Starr Garden, Ciox Regional Manager of Operations in Seattle.
Results like Starr’s are just the tip of the iceberg. Other teams have leveraged Cooleaf’s system integrated incentives to tie points to customer service, quality, and other KPIs and see boosts of 60% and more on those metrics within months.
Shrestha’s team now had the ability to view insights on recognition and coach regional managers that were lagging behind in recognizing heroic efforts. This allowed them to strategically pinpoint issues and improve employee engagement and morale.
Over the course of a few years, Ciox team members registered (and earned points) for hundreds of virtual challenges and immersive online experiences that reinforced core values and team collaboration.
In a recent survey, over 90% of Ciox employees indicated that receiving recognition for their accomplishments through this program has increased their level of motivation at work.
“It’s hard to imagine a program and partner that has been as well received at Ciox as Cooleaf,” says Shrestha. “Over the course of a few years, we’ve been able to successfully ramp and scale our efforts to engage, recognize, reward and bring together our team under a singular program. We would have never been able to achieve such positive momentum and results without Cooleaf’s strong partnership.”