Healthcare RPO

Answering Your FAQs on RPO 

Hiring the right talent is critical for any healthcare employer looking to stay ahead of the challenges facing today’s healthcare industry. However, the terminology and processes involved in the world of RPO may seem unfamiliar. To gain a better understanding of how RPO can help improve your recruiting program, we answer some of the most frequently asked questions in healthcare RPO. 

Q: What Does RPO Stand For? 

A: Recruitment Process Outsourcing (RPO) is a type of business process outsourcing (BPO) where an external organization (RPO provider) supports an employer’s talent acquisition function by assuming responsibility for portions or all facets of talent acquisition for some or all of an employer’s hiring needs. 

Q: What are RPO Companies? 

A: Recruitment process outsourcing companies provide outsourced talent acquisition services for professional and non-professional positions to solve compliance, scalability, cost, quality, or other recruiting challenges. By assuming all or some portions of an organization’s recruitment functions, RPO companies improve recruiting effectiveness, reduce turnover and enable strategic growth. 

Q: What is an RPO Providers Role During an Engagement? 

A: During an RPO engagement, an RPO provider’s team works closely with their client’s talent acquisition and HR department to learn the organization’s long-term talent acquisition strategy, hiring challenges and objectives. The RPO provider then designs a customized recruiting program to support the client’s specific needs. 

Q: RPO vs Staffing Agency, What’s the Difference?  

A: RPO providers manage a client’s end-to-end recruitment cycle, operating as a trusted partner and advisor. An RPO provider’s primary goal is to deploy a recruitment strategy that attracts, sources and hires high-quality permanent employees. Staffing agencies operate on a more reactive recruitment model, often hiring temporary or temp-to-perm talent on a requisition-to-requisition basis.  

Q: What is the Difference Between MSP and RPO? 

A: An RPO solution traditionally supports all responsibilities associated with permanent hiring within an organization, such as candidate sourcing, screening, candidate assessments, interviewing, and building talent pipelines. A Managed Service Provider’s (MSP) services are focused on contingent workforce management practices such as payroll management, staffing vendor management, procurement, and contingent workforce compliance expertise. 

Q: What Are the Benefits of the RPO Recruitment Model?  

A: 

  • Scalable Recruiting Resources: RPO solutions provide greater recruitment flexibility through an RPO provider’s ability to scale recruitment resources to match a client’s workforce objectives.  Scalable recruiting resources are ideal for organizations experiencing fluctuations in hiring volume, rapid growth, or who may need additional support to meet hiring demand. 
  • A More Consistent and Standardized Recruitment Process: RPO providers can help an organization better organize and execute its recruitment program leading to a more seamless recruit-to-hire process and consistent and predictable results for job seekers and hiring managers.   
  • Improved Candidate Quality: RPO providers have experience sourcing and hiring talent across all industries and skill types. An RPO provider will home in on more than a candidate’s experience and education to find candidates who best match the client’s company culture and business objectives. 

Q: What is Full-Cycle Recruiting and Why is it Best Managed Through An RPO? 

A: Full-cycle recruiting or “end-to-end recruitment” is a holistic approach to talent acquisition where an RPO provider is involved in each step of the hiring process. From talent pipelining and delivering talent assessments to interviewing, sourcing, screening, and candidate selection, an RPO provider can support a client’s strategic talent acquisition goals through the entire recruitment lifecycle.  

Q: What is Project-Based RPO? 

A: Project-based RPO is a type of RPO solution where a client outsources its recruitment needs on a project-by-project basis. Project-based RPO is ideal for organizations looking to meet short-term talent acquisition needs without committing to long-term engagements. Project-based RPO can also help support one-off hiring projects where niche expertise is needed. 

Employee Engagement at King’s College Hospital: Saying a Big “Thank You” to Nurses

Employee Engagement at King’s College Hospital: Saying a Big "Thank You" to Nurses

Employee Engagement at King’s College Hospital: Saying a Big “Thank You” to Nurses

As one of the busiest NHS trusts in the UK, King’s College Hospital NHS Foundation Trust turned to PeopleScout for help with attracting nurses and other clinical professionals. Learn how we helped the Trust say a big “thank you” to their staff with a larger-than-life employee engagement campaign.

300 Pieces of Artwork
18 Installations Across 3 Sites
50 % Increase in Peer Recognition Among Staff
13,159 Thank-yous Sent to Staff

King’s College National Health Service (NHS) Foundation Trust is one of the busiest trusts in the UK, providing healthcare services for a population of over 1 million people. It supports numerous clinics and hospitals, including King’s College Hospital, a leading teaching hospital and trauma center serving several boroughs in southeast London. Their vision is to hire brilliant, diverse staff who provide outstanding care for their patients and continue to educate and innovate for the future of medicine.

The Challenge

King’s College Hospital NHS Foundation Trust came to PeopleScout with a challenge. They were, like many other healthcare organizations, struggling to recruit for clinical roles such as nursing.

To address this, our initial objective was to develop a “Why King’s” message for an employer brand campaign. But after conducting focus groups with employees, it became clear that, to fix the attraction issue, we needed to start with employee engagement.

Retention of staff wasn’t an issue—King’s was overarchingly seen as a place where, with the right motivation, employees could grow in their career. The problem was an overall feeling among staff that there was a lack of recognition and appreciation from senior leadership. While there was a great deal of pride and loyalty within teams, there was no strong sense of unity across the five sites within the Trust.

Before we could go out with an authentic employer brand message, we needed to show employees that they are valued, encourage staff recognition and galvanize the organization.

And we needed to do this on a big, Trust-wide scale.

The Strategy           

We designed an employee engagement campaign that would not only recognize employees, but would also be a big, bold, morale-boosting showcase of Kings’ values:

  • Always aiming higher
  • Working together
  • Inspiring confidence in our care

Little did we know just how important this message would become as the COVID-19 pandemic swept across the world. As the UK began clapping for the NHS in March 2020, we were designing a campaign that would greet the King’s staff on the frontlines and serve as a constant reminder of their incredible work, both before and throughout the pandemic.

This was so much more than an attraction campaign. It was our ‘Big Thank You’ to those who had sacrificed so much to keep us all safe.

Bringing It to Life

Six Days. 166 Participants.

As soon as lockdown restrictions lifted, we safely photographed and filmed people from across a range of clinical and non-clinical roles from all of King’s sites. Staff gave up valuable break time to take part in something that honored their colleagues as well as recognized their own contributions.

350 Thank-Yous

Using comments made about participating staff members by their colleagues, we created 350 thank-yous—for both individual participants and general messages to all staff.

300 Pieces of Artwork. 18 Installations Across Three Main Sites.

We used the secondary color palette from the NHS brand to create something that would stand out from the usual NHS blue to celebrate our King’s stars. With 300 pieces of eye-catching collateral in tow, we plastered our larger-than-life installations across three main sites, including a huge projection onto the outside of the hospital at their central location. Images went up on walls; inside and outside of buildings; on fence railings, stairs and windows.

Imagine the feeling: Arriving for another exhausting shift on the COVID frontlines to see an over 300-square-foot personalized message of gratitude to you, from your employer, projected on the outside of your workplace for all your colleagues and the local community to see.

That’s recognition on a big scale.

Not only did the installations delight staff, they also expressed the appreciation of King’s leadership and echoed the community’s warmth and gratitude for the Trust and the wider NHS.

Results

In times of unprecedented turmoil, unimaginable pressure and unbelievable sadness, this uplifting campaign created a feeling of belonging, camaraderie and engagement among staff. As COVID-19 raged, what had started as an idea to recognize and celebrate those who brought the King’s values to life, evolved to become a wider message for all, “Thank you to all of you, for everything—and whatever comes next, we’re all in this together.”

The campaign has been instrumental in building a sense of pride not just in individual teams, but in the Trust as a whole. We’ve helped create positive advocates who are proud to be Team King’s and who contribute to a culture of recognition and gratitude. As a result of this campaign:

  • There was a 50% increase in the number of recognitions made by staff to their colleagues following the campaign.
  • 13,159 thank-you letters and badges were sent out to all staff.

Their Chief Nurse is beyond thrilled with the results. Not only with the execution (which has also, on a practical level, brightened up some of the older hospital buildings), but with the impact she directly attributes to this campaign—renewed feelings of inclusion, recognition and engagement across the King’s staff.

“You’ve captured the people and heart of King’s and brought our values to life. The staff response to these images has been extraordinary and has created a real buy-in and the internal buzz that we were after.”

Nicola Ranger, Chief Nurse & Executive Director of Midwifery, King’s College Hospital

In addition to the employee engagement benefits, the Trust is leveraging the content in their on-going talent attraction and recruitment efforts via a custom careers portal and targeted recruitment marketing campaigns. We created a video for each person we interviewed to showcase King’s employer value proposition (EVP) and communicate the opportunities they offer.  

This feel-good, reputation-healing employee engagement project will have an impact on the King’s College Hospital NHS Foundation Trust workforce for years to come.

AT A GLANCE

  • COMPANY: King’s College NHS Foundation Trust
  • PEOPLESCOUT SOLUTIONS: Talent Advisory
  • ABOUT: King’s College NHS Foundation Trust provides healthcare services through numerous clinics and hospitals, including King’s College Hospital, a leading teaching hospital and trauma centre serving several boroughs in southeast London.

Helping a Healthcare Company Adjust Their Recruitment Program Following a New COVID-19 Vaccine Policy

After administering more than 30 million vaccines across the U.S., a healthcare company announced a company-wide vaccination policy requiring employees in clinical and corporate positions to be fully vaccinated against COVID-19 by the end of October 2021. The move was driven by health and safety concerns for employees, patients and customers, but the client knew it wouldn’t come to fruition without impact to their workforce.

Flexing our Process for the New Policy

Because the new policy stipulated that all new hires in impacted roles be vaccinated, the PeopleScout client engaged with us prior to the announcement to discuss their plans and get ahead of any impact to recruitment efforts. As their long-term RPO partner, we were uniquely positioned to help the healthcare company create a multi-faceted plan to communicate the vaccine mandate to candidates and adjust recruitment activities to ensure new hires are in compliance with the mandate.

Leveraging copy and communications from the company’s HR and legal teams, we updated all relevant job descriptions with a section on the vaccine mandate and deadlines. To provide an additional screening step, we added vaccine status questions to application forms for the relevant positions. If candidates indicated that they were not vaccinated or not willing to be vaccinated, they were automatically disqualified in most states.

Taking a Hands-on Approach to Reduce Candidate Drop Off

To mitigate the impact on the dropout rate at the top of the funnel, we followed up with every candidate who said “no” to ensure they had understood the questions and hadn’t answered in error. As a result of this extra effort, several candidates were requalified and put back into the running for employment with the healthcare company. Disposition codes were also used to indicate when candidates left the funnel due reasons related to the vaccine requirements. This helped the company gather data on how the policy was impacting recruitment outcomes.

Supporting the Accommodation Process

COVID-19 vaccine mandate information was added to the candidate communication sequence in the organization’s CRM, directing them to a website complete with FAQs. Throughout the screening and interview process, the PeopleScout team also fielded questions from candidates. Common queries were about how to apply for a reasonable accommodation for those who are unable to be vaccinated due to medical or religious reasons. While the internal legal team handled the review of all accommodation applications, the PeopleScout team did field questions about the accommodation process, freeing up the organization’s internal teams to focus on more strategic initiatives while boosting the candidate experience.

For successful candidates, we ensured all offer letters contained language about the vaccination requirement and followed up with candidates to address any final questions.  

Candidate Screening Solutions for High Number of Applicants

One of the leading pediatric hospitals in America engaged with PeopleScout in 2015. The pediatric hospital received a high number of applicants and needed assistance screening and slating quality candidates for open positions.

Solution Highlights 

  • Increased candidate screening
  • Valued partnership
  • Provided attentive care and compassion for others
  • Supported service to the community

Scope & Scale 

  • Not-for-profit pediatric hospital needed improved slating and candidate screening.
  • The client needed to ensure applicants are the right cultural fit.
  • Skills and positions in scope included clinical housekeepers, admissions and customer service staff.

Solution

PeopleScout’s team learned the client’s niche healthcare HR technology platform and utilized it to efficiently screen and track candidates.

PeopleScout worked closely with the client’s internal HR team to screen and slate candidates who possessed the right mixture of hard and soft skills to ensure each potential hire was the right cultural fit for the organization.

At the client’s facility everyone from clinical staff to housekeepers interact with children suffering from illnesses and their families. PeopleScout’s RPO team screened candidates carefully, looking for compassion, empathy and the ability to work well with children.

Results

Increased Candidate Screening
PeopleScout screened and hired 400 candidates annually for the client.

Valued Partnership
The client highly valued the relationship with PeopleScout; many of the client’s hiring managers had it written into their contract that PeopleScout was the only RPO provider they would work with.

Provided Attentive Care & Compassion for Others
This engagement was about more than sourcing great candidates for open positions. The program was supported by mutual values of service to one’s community and compassion for others.

Specialized Staff Recruitment at a Not-for-Profit Healthcare System

A not-for-profit healthcare system serving New England engaged PeopleScout to support sourcing nursing candidates. The client’s facility has the only level III NICU and level I trauma center in the region, which created a need for specialized nursing staff.

Solution Highlights 

  • Contract renewed
  • Unfilled positions sourced within six weeks
  • Dedication and a quality partnership

Scope & Scale 

  • The client’s HR team had difficulty sourcing candidates who met the minimum education and experience requirements.
  • The client needed outside support to recruit staff for two additional facilities.
  • In-scope skills and positions included labor and delivery nurses, surgical nurses and emergency nurses.

Solution

PeopleScout deployed an on-demand recruiting solution with a virtual recruiter working offsite to source and recruit nursing talent.

PeopleScout supported the client’s internal team and is completely dedicated to sourcing and hiring specialized nursing talent.

PeopleScout developed a close relationship with the client’s hiring managers to better understand the needs and culture of the client to source candidates that closely align with the organization’s values and expectations.

PeopleScout monitored the regional labor market to identify recruiting opportunities at competitors or facilities closing operations or laying-off staff.

PeopleScout posted on job boards and updated content regularly on niche healthcare sites, social media and medical association sites to source both active and passive candidates.

To attract talent in a competitive labor market, PeopleScout positioned the client’s employer value proposition to better align with candidate expectations for career growth, sign-on bonuses and educational assistance.

Results

Contract Renewed
As a result of the success of the program, the client renewed its initial 13-week contract with PeopleScout twice.

Unfilled Positions Sourced Within Six Weeks
In the first six weeks of the initial engagement, PeopleScout sourced and hired nurses for eight positions that had been previously unfilled for a year.

Dedication and a Quality Partnership
The client’s HR team valued the quality of the dedicated recruiter, and the relationship continued to improve with each engagement.

Talking Talent Leadership Profile: Jose Carbia of Change Healthcare

Jose Carbia is an effective communicator. That label can mean a lot of things, but in his role as vice president of talent acquisition at Change Healthcare, it means leading a team that spends a lot of time actually talking to candidates. It also means that good news and bad news is delivered quickly, by phone – not through email – and with real recognition of and respect for the time, work and emotional investment that job candidates put into their job search.

Jose is also a transformative leader. In fact, he has more than 25 years of experience in talent acquisition, 21 of which he spent leading and transforming recruiting functions within Fortune 500 companies. Now, at Change Healthcare, he leads a team of 48 and is responsible for more than 3,000 full-time hires and 2,000 flexible, seasonal hires every year. Jose’s latest project has been improving the candidate experience, with a focus on candidate communication, which we spoke with him about from his office in Atlanta.

Where does your passion for the candidate experience come from?

Throughout my 25 years in recruitment, I have volunteered to help job-seekers gain employment. I’ve held speaking engagements where I teach job-seekers how to effectively navigate their reemployment process, and I hear from job-seekers all of the time about the frustrations they experience when they apply to or interview for a job.

There’s nothing more frustrating than going through an interview with an employer and meeting with the recruiter or the hiring manager only to never hear back. We’ve all been through the process. We get excited about an opportunity and share the news with our spouses, friends or family. We tell them about the interview. Then, every day that goes by without hearing from an employer, it becomes torture. Candidates give employers about two or three days to hear back. At that point, friends and family start asking questions and, after a week goes by, the candidate is embarrassed. Then, they blame the employer and see the experience as a reflection of their culture and work environment.

What role does communication play in the candidate experience?

Once a candidate has a conversation with an employer, the communication channel has been opened and it needs to continue frequently throughout the process. Even if there are no updates, candidates should receive some type of communication. When candidates aren’t selected, there are automated processes that can send emails. But, if a candidate has interviewed with us, they deserve a call thanking them for their time and letting them know the final decision.

We need to treat every candidate like a customer. In the end, they already are – or they could be – a future customer. Proper communication is critical to our brand and our image.

What do you do at Change Healthcare to ensure effective communication with candidates?

We conduct a one-questions NPS – net promoter score – survey that we send to candidates who have directly engaged with us through conversation or who have been eliminated from the selection process. The candidates provide a rating and a comment and we review every comment – both positive and negative. We evaluate this feedback twice monthly and look for opportunities for improvement across the enterprise and individually.

We hold each other accountable for the experience and all of our recruiters have visibility into the data as it comes in. It’s also included as part of our recruiters’ individual performance metrics. We have a quarterly ‘most valuable player’ award that goes to the recruiter with the best experience scores, along with other talent acquisition metrics.

We launched this process back in January of 2020 and, at that time, we had a net promoter score of -50. Now, we’re trending at a score of 36, which is considered a great score, but we want it to be even higher.

It sounds like you’ve really made a cultural shift to achieve this success. Is that how you see it?

Absolutely. We’ve been able to break down barriers to create a culture and environment where we are committed to providing a valuable experience. We started with a campaign and it has really taken shape and evolved. We have a hashtag, #LeaveNoCandidatesBehind, and it has really become a part of our regular conversations. We never take our eyes off of it. We see our numbers improve month after month. It has become part of the DNA of our organization.

What role does technology play in the candidate experience for you?

The applicant tracking systems provide the opportunities for automated communications, and it’s important to ensure that those notifications are clear and that they show connection and empathy with the candidate throughout the process. Technology also allows us to better track the talent pool through the selection process and provides a vehicle for a more organized approach to communication. The NPS survey tool helps us capture the information we need to make better business decisions and, now, we’re exploring artificial intelligence technology to help from a screening standpoint.

With this process, I’d imagine you work with a lot of partners, whether those are technology partners or RPO. What role do these partnerships play in your process?

It’s a critical role. When we have partners like PeopleScout, we treat them as an extension of our team. Their leaders are in my leadership meetings. Their talent acquisition team members are included in our overall team meetings. We align our rewards and recognition programs to ensure that we are consistent in our messaging and overall performance. We want the process to be seamless for candidates and hiring managers – whether they are working with an internal employee or a vendor partner.

Our technology partners are equally important. We don’t just plug in a new technology. Our partners are truly engaged in what we’re trying to accomplish, and they work with us through each challenge. We have to continuously monitor everything to ensure that the process is effective and that we’re achieving our overall goals and objectives as an organization.

What advice do you have for other talent leaders who are looking to make similar changes at their organizations?

Data is king. You need to establish ways to measure experience and performance and then use that data to determine where to place your focus. It’s not something you can improve overnight. It’s a constant process of trial and error. Data is necessary to make those critical decisions in the experience and process.

Also, recognize that, while communication is critical, it’s not the only component in a great candidate experience. There’s also your employer brand and your careers site. Candidates today want to know about your diversity and inclusion programs and your culture. Applications need to be quick and easy to fill out. If any of these pieces are missing, candidates will get lost in the process. With the proper mechanisms in place, you can ensure all of these components are working together to create a great candidate experience.

A Dynamic Recruiting Solution to Support Growth and Improve Candidate Experience

A healthcare revenue and payment cycle management company needed an RPO partner to support the rapid growth that occurred when it acquired a healthcare IT business. Healthcare IT is a niche field with a limited number of candidates and many hard-to-fill positions. To meet its new workforce demands, the client engaged PeopleScout to implement a full-cycle RPO program for both exempt and non-exempt hiring. In addition, they partnered with PeopleScout to provide additional support to their internal talent acquisition teams in areas where hiring volume increased through our Recruiter On-Demand (ROD) solution. 

Situation

The client requires a scalable RPO solution that is flexible enough to navigate hiring spikes throughout the year and to access talent in the niche healthcare IT field. PeopleScout’s RPO program spans high-level technology roles as well as HR, finance, marketing, sales, legal, customer service and sourcing for executive-level candidates. Due to COVID-19, the client also required a new digital interviewing platform to create a consistent experience for candidates as they move through the hiring process.

Solution

SOLUTION HIGHLIGHTS
  • Full-Cycle, Exempt and Non-Exempt Hiring  
  • 3,000+ Annual Hires 
  • Recruitment of Hard-to-Fill Roles 
  • Dedicated Veteran Hiring Resources  
  • Tech-Enhanced Candidate Experience Powered by Affinix™ 
SOURCING FOR LEADERSHIP ROLES

The client leverages PeopleScout’s experience and expertise to source executive-level candidates to fill key leadership roles. 

SOURCING FOR NICHE ROLES

PeopleScout’s expert recruiters work with the client to identify qualified candidates in the competitive healthcare technology talent landscape. 

EMPLOYER BRANDING

PeopleScout’s RPO teams consult with the client to craft precise employer branding messaging and a social media strategy to attract talent for hard-to-fill open positions.   

ATS IMPLEMENTATION

PeopleScout assisted the client in the implementation of a single ATS platform to decrease redundancy and recruiting errors and create a pipeline of better-quality candidates. 

IMPROVED CANDIDATE EXPERIENCE 

PeopleScout implemented Affinix digital interviewing technology to ensure a consistent experience for candidates as they move through the hiring process.  

EMBEDDED RECRUITMENT SUPPORT

PeopleScout recruiters are embedded within the client’s organization and work with their internal teams to navigate sourcing, screening and hiring challenges to improve talent acquisition outcomes for all positions in scope. 

DIVERSITY & VETERAN HIRING

To support the client’s commitment to diversity and veteran recruiting, PeopleScout has a specialized focus and dedicated resources in this area. 

IMPROVED METRICS

PeopleScout’s RPO team provides the client’s leadership with full transparency by monitoring and reporting on metrics important to them including time-to-fill, candidate quality and the speed of the recruiting program.

Results

INSIGHTS & EXPERTISE

The client values the input and insights provided by PeopleScout’s experienced RPO team and their ability to quickly source and hire candidates for hard-to-fill positions. 

ACQUISITION SUPPORT  

The client has successfully navigated the challenges presented by its acquisition of the previous client’s healthcare IT business with the support of PeopleScout talent acquisition professionals. 

EXPANDED TALENT POOL

PeopleScout’s RPO solution has expanded the client’s talent pool and now sources veteran and diverse candidates more efficiently. 

IMPROVED PERFORMANCE

PeopleScout has improved the client’s recruitment performance by merging people, process and technology to enhance the experience with the recruitment process for candidates, recruiters and hiring managers. Average days to offer accept dropped from 62 days to 37 days for exempt positions, and from 40 days to 22 days for non-exempt, below the client’s target goal of 50 and 40, respectively.

Positioning a National Healthcare Provider to Become a World-Class Leader

PeopleScout partnered with Australia’s largest non-government community services provider to perform a diagnostic overview of their 1,600 sites across Australia that employ a network of 40,000 employees and 30,000 volunteers nationally.

Scope and Scale

This is Australia’s largest non-government community services provider, with 1,600 sites Australia-wide. The organization employs a network of 40,000 employees and 30,000 volunteers nationally. The client provides services to children, young people and families, people with disabilities and older Australians in urban, rural and remote communities, including residential and community care, child care, homelessness prevention and support, family support, domestic violence and disability services

Situation

PeopleScout performed a recruitment diagnostic of the client’s current recruitment function including a review of recruitment tools and technology, recruitment team structure and process and allocation of recruitment costs.

The purpose of the review is to provide the client with a road map that allows the current transactional recruitment function to transform into one that reduces risk and cost while increasing quality with improved process efficiency.

Further outcomes include a recommendation on a future state recruitment model that positions this
client for aggressive growth targets.

Solution

PeopleScout’s solution is one that addresses the provider’s core objectives and embraces the organization’s values of challenging convention, exploring new possibilities and daring to dream for a better future.

The recommended model combines a dedicated service line with the latest technology and sophisticated recruitment processes to source market-leading talent.

The model views talent holistically – including both internal and external talent – creating pipelines that increase the speed and access to talent, leverage talent across business units, facilitate internal mobility and retain core talent while reducing the time to hire.

The solution addresses the key recruitment and sourcing challenges into six core deliverables that underpin the solution known as critical success factors:

  • Quality of talent
  • Quality of service
  • Innovation
  • Process efficiencies
  • Analytics and reporting
  • Cost

Delivering Cost Savings and a Healthy Return on Investment for a Rural Healthcare System

A major rural healthcare system sought an RPO provider to facilitate a better return on their recruitment spend through reducing its reliance on expensive traveling nurses. PeopleScout implemented a full-cycle RPO program to hire full-time nurses in addition to other clinical and non-clinical roles. The program was so successful that PeopleScout saved the client 77% on nursing recruitment costs and now handles 90% of the client’s hiring including aides, clerical workers, interns, leadership positions, RNs, LPNs, professional service, technical and therapist.

SOLUTION HIGHLIGHTS:

  • FULL-CYCLE RPO, INCLUDING CLINICAL AND NON-CLINICAL ROLES
  • $4+ MILLION IN COST SAVINGS
  • 813 HIRES OVER TWO YEARS, INCLUDING 377 REGISTERED NURSES
  • HIRING IN A RURAL STATE WITH A SIGNIFICANT NURSING SHORTAGE
  • ENHANCED RECRUITMENT MARKETING
  • IMPLEMENTATION OF AFFINIX™ TALENT TECHNOLOGY SOLUTION

Scope and Scale

The client needed a high-volume RPO solution with a specific focus on hiring nurses at scale to reduce its reliance on expensive traveling nurse staffing providers and improve the organization’s recruiting return on investment. What’s more, the client traditionally had trouble sourcing and hiring for nursing roles in North Dakota, a rural state heavily impacted by ongoing nursing shortages.

Situation

Ongoing rural nursing shortages forced the client to rely on travel nurse staffing providers to deliver talent. The reliance on these staffing providers proved expensive, with the client paying an average of $73 an hour per locum nurse in contrast to paying $34 an hour on average per full-time nurse. Traveling nurses also work on 13-week contracts, meaning that the client receives temporary talent and less value for their recruitment spend.

To improve talent acquisition costs and attract hard-to-hire candidates, the client needed an RPO provider that could streamline the hiring process and build a strong recruitment marketing program. PeopleScout’s RPO program started with nursing hires and now spans 90% of the client’s hiring, including all roles aside from physicians, and managing their university recruitment program.

Solution

BUILD A LOCAL RECRUITING TEAM

PeopleScout built a local recruiting team balanced with virtual support. This enables PeopleScout to work directly with the client on-site along with the increased efficiency of a virtual team.

DEVELOP IMPROVED EMPLOYER BRANDING AND LOCATION BRANDING

PeopleScout partnered with the client to understand their employer value proposition and employer brand and then built out recruitment marketing materials to showcase the strong culture and cutting-edge medical facility. The recruitment marketing materials also include the benefits of working in a small community, including the strong university presence, short commute, low crime and sense of community.

TARGET RECENT GRADUATES

The client partnered with PeopleScout to focus their efforts on hiring recent graduates from local universities. This helped the client get ahead of the competition and train new employees in their RN Residency Program.

IMPLEMENTING HIRING BONUSES

PeopleScout advised the client to implement a $10,000 hiring bonus for new nurses to ensure their employment offers were competitive based on industry data and research.

IMPLEMENTATION OF AFFINIXtm AND STREAMLINING RECRUITING PROCESSES

PeopleScout implemented our proprietary technology Affinix and helped the client streamline recruiting processes. This enabled features like management of direct sourcing, panel interviewing and an expedited offer process to decrease the time-to-fill rates.

Results

COST SAVINGS

After implementing PeopleScout’s full-cycle RPO solution, the client reduced its nursing recruitment spend by 77% totaling $4+ million in savings to date. 

LOWEST NURSE VACANCY RATE

PeopleScout helped the client achieve their lowest nurse vacancy rate ever – 1.3%. The client also achieved a 136% increase in hiring new graduate registered nurses. The client reduced its use of traveling nurses by 68%, and for the first time, was able to hire nurses willing to relocate for the position.

PROCESS IMPROVEMENT

With PeopleScout’s expertise, the client achieved 97% new hire retention and 98% hiring leader satisfaction scores for exceptional performance. The client was so impressed with PeopleScout’s results hiring nurses that the client now outsources 90% of their hiring to PeopleScout.

ENHANCED EMPLOYER BRANDING

PeopleScout leveraged the client’s strong employer value proposition and was able to partner with the healthcare provider to create an enhanced suite of employer branding materials that feature real employees. PeopleScout also used a comprehensive approach to reach candidates, including social media, campus recruiting and paid search ads.

Client Feedback

“We are so impressed with this partnership, and it’s a significant improvement from our past recruitment practices. We feel so confident working with a partner who “gets it,” and we are excited about the quality of our candidate pool.”

-Client Feedback

“Out of the three nursing jobs I have obtained in the past, this was by far the most professional and friendly hiring process that I have been through. It was a pleasant change.”

-New Hire

Hiring Solutions for Healthcare Providers with Krista Sullivan de Torres

As organizations around the globe confront the challenges presented by the coronavirus (COVID-19) outbreak, even the most seasoned talent leaders find themselves in uncharted territory. We’re creating a mini-series with our experts here at PeopleScout about the issues that are most pressing during this uncertain time.   

This profile shares insights from PeopleScout Global Leader of Solutions Design, Krista Sullivan de Torres. Krista is a seasoned professional with more than a decade of human resources and talent acquisition experience. While Krista’s professional experience spans many industries, she has a passion for and deep expertise in healthcare. Her experience includes launching RPO programs for healthcare startup organizations, managing RPO operations for managed care, population health, behavioral health, and healthcare system clients. Krista’s specialties include global talent acquisition team design, talent acquisition operations, analytics and reporting, recruiting, sourcing and retention. Krista holds a bachelor’s degree in Mathematics from the University of California, Santa Cruz. 

Krista shared her insights about hiring solutions for healthcare providers from her home office in Florida. 

Ebook

How RPO Can Solve The Top Challenges In Healthcare Talent Acquisition

What are some of the hiring challenges facing the healthcare industry right now? 

Prior to the COVID-19 crisis, there were already many challenges around healthcare hiring. We all hear about the shortage of nurses, but there’s also a shortage of clinicians across the board. With the outbreak of COVID-19, we’re now seeing an increased number of patients, so these shortages have become even more acute — particularly in the areas that have been hit hardest with the disease. In addition, some challenges arise when clinicians who have COVID-19 risk factors, or live with someone who does, are now unable or unwilling to work in order to protect themselves and their families — causing a large strain in hiring for these specialized roles.  

Hiring for a healthcare role, clinical or nonclinical, is much more difficult than hiring in many of the other essential industries right now. How and why is that? 

Regardless of whether we’re hiring for a role that is clinical or nonclinical, there are a lot of additional requirements for working in healthcare than there are in most other fields. If a candidate is going to be working directly with patients, particularly those that are most vulnerable, an extremely thorough background check is necessary to protect the safety of patients. So, rather than a traditional pre-hire online form and standard background check, healthcare candidates will undergo additional criminal history checks, fingerprinting and more. These critical checks tend to slow down the hiring process and can add a layer of complexity when we’re looking at the available workforce. 

Another factor affecting hiring is that a lot of people are a little afraid to work in the healthcare industry right now. As I mentioned earlier, people may be cautious about taking a job in healthcare in order to protect themselves or high-risk family members against COVID-19. In addition to there being a challenge in the number of candidates available to start, we are faced with the challenge of selecting the right people for the job and ensuring we have a pool of candidates who are excited and available to work during this unusual time.  

Lastly, a major factor we consider in the healthcare industry — particularly in a clinical setting — is ensuring workers are extremely customer-focused. We look for people who are very focused on the patient and the patient’s family at any time, but especially right now. We’re facing challenges in the spike in the number of people who are severely ill, so ensuring we have workers who are correctly educating and caring for patients is of the utmost importance.  

What sort of hiring solution for healthcare providers are available right now? 

A lot of healthcare organizations are really trying to get creative during this critical hiring time. They’re looking to potentially bring back previously retired workers, flexing up hours for part-time associates and bringing in traveling nurses or clinicians to support them where their internal teams are at capacity. Many organizations are also interested in implementing a recruitment process outsourcing (RPO) solution to quickly get short-term support in locations that are particularly hard-hit.  

How do these RPO solutions work in practice? What are some of their benefits? 

That’s a great question. One of the many benefits of RPO is that we’re able to ramp up very quickly to meet client needs. For example, a client came to PeopleScout recently and let us know they needed to rapidly scale up hiring to support their hospitals. We spoke with the client, came up with a solution and worked through the contracting phase all within three days. It helps that PeopleScout has a large team of clinical and nonclinical healthcare recruiters who are trained to know the industry and can identify high-quality candidates to get the pipeline filled quickly. 

When it comes to on-demand recruitment support, the beauty lies in rapid engagement and disengagement. Once immediate hiring needs are fulfilled, an RPO provider can pull recruiters back in-house and assign them to a new project. This is a great benefit for clients — they don’t need to deal with the stress of layoffs and furloughs because they’re able to engage and disengage experienced recruiters as needed.  

The most important thing right now is to keep everyone safe and healthy. What is the best kind of solution for that? 

One important way to keep people safe while still meeting critical talent needs is to use a virtual hiring solution for healthcare providers. PeopleScout has a bit of an advantage here because we were a virtually based culture even prior to the COVID-19 crisis, so many of our recruiters were already working from home. Our virtual solution allows us to conduct digital interviews — on-demand or live — so we can continue to safely service our clients without interruption. We’ve been able to effectively maintain — and in some cases exceed — productivity while also minimizing the risk for our clients, candidates and internal teams. 

Are there any final thoughts on hiring solutions healthcare providers you’d like to leave us with? 

We’re all going through a really challenging time right now and trying to support one another. We’re all in this together and PeopleScout is here to support our clients, candidates, teams and prospects in any way we can. 

To learn more about hiring solutions for healthcare providers and how employers can respond to the coronavirus (COVID-19) outbreak, visit our Resource Center