Humana is committed to helping its millions of medical and specialty members achieve their best health. The company works to serve its 13 million diverse customers according to its Standards of Excellence – Healthy People, Healthy Planet and Healthy Performance, a dedication that extends to more than 300,000 annual job candidates. This keen focus on candidate experience has resulted in multiple awards for its efforts, as well as awards for excellence in veterans hiring.
Hundreds of thousands of annual candidates bring numerous challenges for the Humana talent acquisition team. Capacity management is one.
“We simply can’t personally vet that many applicants,” said the talent acquisition director at Humana. “But that also means amazing talent is being missed in the early stages.” Initial phone interviews led to a great amount of wasted time. Recruiters had to play phone tag to schedule the interview, and valuable time was spent with candidates who weren’t ultimately a fit.
Rather than schedule phone interviews with every applicant who passed Humana’s initial interview questionnaire, candidates would automatically receive an invite to complete a Modern Hire on-demand video or voice interview. The recruiting team immediately saw increased efficiency while simultaneously being able to engage with more candidates than before. And, with each candidate accessing Humana’s branded virtual foyer, the company could share its messaging, branding, and role within the community.
The team also succeeded when using Modern Hire to address specific business challenges. When Humana needed to hire 700 telephonic nurses in 90 days, it turned to Modern Hire. The team designed a process that would allow recruiters, hiring managers and candidates – none of whom were in the same geographic location – to connect quickly. First, candidates completed an on-demand voice interview. Those who moved on to the next phase participated in a live video panel interview. At the end of a day of interviews, the Humana team met over live video to discuss the candidates, and then determine whom they would hire. Offers were extended the next day.
“From a candidate experience perspective, that’s a huge win,” said the director. “I go through the process in a matter of days, I speak to everyone involved, I know the next day whether I have an offer or not, and I haven’t left my house.”
“Annually, we’ve estimated that our pre-screening process, including the Modern Hire on-demand interview, saves the company $6 million a year,” said the director. “It’s repeated, it continues to show itself year after year. And Modern Hire is a key piece of that.”
This process, which includes an electronic questionnaire and the Modern Hire on-demand interview, helped the recruiting team cut its initial candidate evaluation time from 90 minutes to 30 minutes. Candidate communication and transparency improved, allowing the Humana brand to touch more candidates than before. Recruiters saw more viable candidates during a process that treated the candidates and their efforts with respect.
“Being able to move more candidates through the first two stages quickly has helped us to improve the candidate experience. We can then invest our time and attention in the later stages,” said the director. “Without having the technology capabilities on the front end, we wouldn’t be able to make as much of an impact, including winning the Candidate Experience Award numerous times.”
“Annually, we’ve estimated that our pre-screening process, including the Modern Hire on-demand interview, saves the company $6 million a year. It’s repeated, it continues to show itself year after year. And Modern Hire is a key piece of that.” – Talent Acquisition Director for Humana