Tufts Health Plan


A nonprofit organization founded in 1979, Tufts Health Plan is nationally recognized for its commitment to providing innovative, high-quality health care coverage.

Business needs and goals
The organizational goals were to:
  • improve the internal and external member satisfaction scores
  • enhance the service leadership and coaching skills of the middle managers

Project overview
Tufts Health Plan invested in employee engagement through the MAGIC® of Customer Relations initiative. We partnered with them to build resident capability internally to deliver face-to-face and telephone customer relations training.

Their middle managers were trained in performance coaching skills. And, employees were certified in MAGIC to ensure a long-lasting measurable impact.

Impact and measurable results
Customer satisfaction measures improved as well as some surprise measures like handle time. The culture has also increased its ability to measure quality more reliably.

Learnings and Insights
Middle managements appreciation of the coaching skills training that the organization made. This key group has the most influence on business culture and the investment paid off. It created a positive climate that contributed to the measurable business impact.