Humana, Industry-Leading health insurance provider

National Health Insurance Provider Sees $6 Million Annual Savings with Video Interviewing

Watch the 5-Minute Video & Read the Case Study Below

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Background

As the nation’s 3rd largest health care provider, Humana 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 its more than 300,000 annual applicants. This keen focus on candidate experience has resulted in multiple awards for its efforts, as well as awards for excellence in Veteran’s Hiring.

Annually, we've estimated that our pre-screening process, including the Montage on-demand interview, saves the company $6 million a year. It’s repeated, it continues to show itself year after year. And Montage is a key piece of that.”
Kevin Stakelum, Talent Acquisition Director for Humana

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As the nation’s 3rd largest health care provider, Humana works to serve its 13 million diverse customers, a dedication that extends to its more than 300,000 annual applicants. They utilize Montage voice and video interviewing to exceed candidate expectations.

Business Concerns

Hundreds of thousands of annual applicants bring numerous challenges for the Humana talent acquisition team. Capacity management is one. “We simply can’t personally vet that many applicants,” said Kevin Stakelum, Talent Acquisition Director at Humana. “But that also means amazing talent is being missed in the early stages.” Initial phone screens 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. The team wanted to reduce this initial candidate evaluation time, as well as its overall hiring cycle, while ensuring recruiters spent their time with the most viable candidates.

The team needed to address these critical issues:

  • Reduce initial candidate evaluation time
  • Maintain high-touch candidate experience
  • Increase recruiter efficiency 


Strategy

Humana introduced on-demand video and voice interviewing as a screening tool. Rather than schedule phone interviews with applicants who passed Humana’s initial screening questionnaire, candidates would automatically receive an invite to complete an on-demand video interview or voice interview. The recruiting team immediately saw increased efficiency – now, recruiters weren’t even touching candidates until they received the completed interview. However, this process also allowed recruiters to touch more candidates than before. And, with each candidate receiving the same initial touch point, Humana could  share its messaging, employer branding and role within the community.

The team also found success when using Montage to address specific business challenges. When Humana needed to hire 700 telephonic nurses in 90 days, it turned to Montage to make it happen. 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 who they would hire. Offers were extended the next day. “From a candidate experience perspective, that’s a huge win,” said Stakelum. “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.”

From a candidate experience perspective, that’s a huge win...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.”
Kevin Stakelum, Talent Acquisition Director for Humana


Results

This health insurance leader has seen significant savings in multiple areas of its hiring process:

Humana and Montage Video Interviewing Success

"Annually, we've estimated that our pre-screening process, including the Montage on-demand interview, saves the company $6 million a year,” said Stakelum. “It’s repeated, it continues to show itself year after year. And Montage is a key piece of that.”

This pre-screening process, which includes an electronic questionnaire and the on-demand video or voice interview, helped the recruiting team cut its initial candidate screening time from 90 minutes to 30 minutes. Candidate communication and transparency improved, and allowed 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 quickly move more candidates through the first two stages has helped us to improve the candidate experience. We can then invest our time and attention in the later stages,” said Stakelum. “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 three times.”

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Being able to quickly move more candidates through the first two stages has helped us to improve the candidate experience. We can then invest our time and attention in the later stages. 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 three times."
- Kevin Stakelum, Talent Acquisition Director for Humana