Lifetime Healthcare Companies provides health coverage and healthcare services to more than 1.5 million people. This $6.6 billion nonprofit family of companies wanted to build The Lifetime Way culture and become an even better place to work.
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Employee recognition, employee surveys
In the ever-changing climate of healthcare, Lifetime Healthcare Companies faced a dilemma: How would they transition from a formal corporate culture of top-down authoritarian leadership to a more open, collaborative, people-centric work environment where employees could feel more valued, respected and engaged?
At the time, the organization was struggling with inconsistencies within the culture due to changes in leadership that left the work environment in flux. The organization tried a few different culture change efforts, but were not seeing the desired results.
Lifetime Healthcare Companies began its partnership with Reward Gateway by rolling out strategic recognition to all employees so they could post stories in appreciation of each other’s work. After a few years using the program, the organization decided to broaden and deepen their partnership and focus on using strategic recognition to drive the business results most important to their short and long-term goals.
To do so, Reward Gateway set about defining the experience that the organization could hold all employees accountable for delivering. A team of thought-leaders from across the organization collaborated on and developed a set of specific and measurable behaviors that everyone should and could do each day at work.
This became The Lifetime Way – seven organization values with supporting behaviors that define what’s needed to achieve successful business results. These values include passionately serving customers, caring about each other, being open and honest in conversations and challenging and empowering one another to drive excellence.
Equipped with the defined experience, employees started using the strategic recognition platform, The Lifetime Way System, to capture, share, socialize and learn from successes and best practices across departments and locations. Next the organization started semiannual employee surveys to measure employee engagement and consistency of behaviors in order to quantify the culture and tie it to customer and financial metrics.
Lifetime Healthcare has seen incredibly high participation with 94% of managers and 77% of employees using the strategic recognition platform in just one year.
These actions have also translated to critical business results, with the organization seeing a net income of 1.7% on $6 billion in premium revenue in 2016 – up from 1.0 percent in 2015, and for the second consecutive year, a $63 million reduction in administrative expenses, which led to a net income of $99.5 million.
The Lifetime Way, when rolled out among the entire organization, has led the way to a better ability to break down silos and improve communications, acting as a guide for making decisions and addressing challenges.
And last, but certainly not lease, the organization has seen a consistent rise in employee engagement scores year over year and teams that are better able to work collaboratively to celebrate wins and pinpoint areas of opportunity to grow and improve the business.
improvement in Great Place to Work survey scores
employee engagement stories captured in one year