Collective Health’s founding was a personal one, and since those early days, we’ve gone from idea to execution with a team committed to building a better healthcare experience for each and every member we serve. Key to fulfilling this commitment has been scaling our service team as we meet increasing client demand and the needs of our over 200,000 members across the U.S.
That’s why I am thrilled to share the news that we have officially opened the doors on our new Customer Experience Center in Lehi, Utah, unlocking our ability to serve hundreds of thousands more members. Since making our initial investments in Lehi, we’ve quickly scaled our service team with over 100 new hires and our brand new (beautiful!) space nestled among Utah’s Silicon Slopes. We plan to build our local team in Lehi to more than 250 this coming year.
People deserve a better healthcare experience. Collective Health is on a mission to transform the frustrations and fragmentation in the system today. Our Customer Experience Center in Lehi has not only upheld our best-in-class member experience, but with this growth, will continually innovate and expand how we make it easier for people to navigate their healthcare journeys.
We are thrilled to already see the local team’s impact with engaging and helping members, bolstering our industry-leading customer satisfaction score. Collective Health’s Customer Experience Center will complement our product offering and help us scale and build on the excellent customer service we’re already known for. It also will enable us to offer extended hours of operation to support our fast-growing membership when they need us most.
Why Lehi? From the moment we first started planning our Utah expansion, we’ve been excited about the excellent universities, natural beauty, and, of course, the smart, passionate, empathetic talent and community that can contribute to our workforce. But more than that, I’ve personally been a part of the greater Salt Lake City area’s vibrant tech community for years during my tenure in scaling eBay’s global customer support team. We knew that bringing Collective Health to the area would be a perfect match.
Collective Health believes creating the very best member experience starts with an amazing employee experience. We’re proud of our status as a Great Place to Work and, like our other locations in San Francisco and Chicago, our Lehi culture and office are designed with that standard in mind.
We’ve put deliberate effort into building a culture that both celebrates the uniqueness of Lehi and furthers our commitment to fostering an inclusive environment, embracing Collective Health’s strong company culture. Our Lehi team is already volunteering to support local mental health organizations, participated in Utah Pride, and has established new chapters of our Collective Health identity and inclusion groups, celebrating women, employees of color, and more. We’re focused on building an inclusive environment and employee experience that makes everyone excited to come to work.
The physical space mirrors our efforts to cultivate an inclusive and supportive culture. This office complex includes two gyms, a yoga room, mental health rooms, and lounges for destressing. There are also multiple well-appointed and spacious mother’s rooms to help make the transition back to work easier and gender-neutral bathrooms to ensure everyone feels they can bring their true selves to the office every day.
Over the last six years, we’ve made considerable progress towards our mission of making it easier to understand, navigate, and pay for healthcare. But there’s still a tremendous amount of work to do. I’m excited about the role our Customer Experience Center—and the Utahns coming to work there every day—will play in turning that mission into reality and in transforming healthcare for even more Americans.
Chief Customer Experience Officer