Montage Healthcare Client Panel

These Healthcare Talent Acquisition Practitioners Share Thoughts on Video and Voice Interviewing and the Healthcare Industry

Julia Abell, Cincinnati Children's; Colleen Diercksen, Penn Medicine; Lee Webster, UTMB
Click below to replay a client keynote panel from a 2015 healthcare recruiting industry conference. The panel features Montage clients from Cincinnati Children's Hospital Medical Center, Penn Medicine, and UTMB. They discuss the ways interviewing technology fits the hiring challenges specific to healthcare.


You can also read a transcription of the webcast below. Enjoy!

Kurt Heikkinen, CEO of Montage: Thank you for joining us this afternoon. The next 45 minutes, my goal is to really share with you this topic of purpose-built video interviewing and share it through the eyes and the voices of our clients, their perspective, and the many benefits they realize each day, specifically tailored to the world of health care recruiting. And so during our time, we will make sure that we keep it interactive, let our clients, your peers, share their perspective, and save time at the end for the questions that I'm sure will develop during our time together.

To frame our conversation, I want to introduce you just briefly to Montage and purpose-built video interviewing. I'm specifically using the term purpose-built. Many of you perhaps have been exposed to video chat, such as Skype or some other technology. What we have done is we have purposely built a solution for the challenges and requirements of talent acquisition, the workflow support, the branding, the candidate experience, the ability to seamlessly integrate into the tools and technologies that recruiters use every day. It's a SaaS or cloud-based platform available 24/7. And our whole goal as an organization is to deliver a hiring advantage to our clients.

Back in 2010, many of those early adopter clients were in the corporate world. Disney, MetLife, Samsung, Sony, Office Depot represent our clients. In the last couple of years, we've seen a significant uptake in adoption within the health care industry. As you are competing for talent, as that war for talent increases, leading organizations are turning to innovative ways to win that war. And I'm joined on stage today by three such organizations.

So I'm going to start by introducing our panelists. And as you will learn quickly, we have a wealth of experience within and outside of health care on stage with us today.

I'm going to start with Colleen Diercksen, assistant director of talent acquisition operations from the University of Pennsylvania Health System. Colleen has over 15 years of experience and talent acquisition, organizational development, some background in the pharmaceutical industries as well. So Colleen will be sharing her expertise with us today.

We're also joined by Julia Abell, the senior director of employment from Cincinnati Children's Hospital Medical Center. Julia has been using and her team has been using video interviewing for over five years, one of the early adopters in the industry. She's got over 25 years of experience across all aspects of HR, recruiting, employment, employee relations, compliance, comp and benefits. So you'll hear from her experience and perspective.

And we're also joined by Lee Webster. Lee is the director of talent acquisition from the University of Texas Medical Branch. Lee is our newest client at Montage. And he's fired up, too. And so while Julia has been with us for several years as has Penn Med and Colleen, Lee will bring a firsthand perspective that maybe many of you will relate to. He's just recently gone through this exploration process, selected Montage as his vendor of choice, and he'll share with you his perspective not yet in terms of their use, but their vision for application and the challenges that exist for him. As a side note, Lee was a recruiter at West Point back in the day, held positions at Pepsi Americas, Exxon Mobil as well. And he competes in ballroom dancing.

I'm going to let each of those individuals introduce their organizations to you so you can gain a better perspective of the context, the background, the business challenges they face each day.

Colleen, why don't you start us off?

Colleen Diercksen of Penn Medicine: Fabulous. Well, good afternoon everyone. Thanks for taking the time to come and learn a little bit more about Penn Medicine and Montage. Penn Medicine is actually among the most prestigious academic medical institutions in the world. Our first hospital was opened by Ben Franklin back in 1751. So we have a very rich, rich culture. Our first medical school was opened back in 1765. And Penn Medicine was actually built on a tradition of compassion, excellence, and innovation.

We currently have four hospitals with over 1,900 licensed beds. We see roughly about 140,000-plus visits to our emergency department annually as well as 80,000 admissions. We have about 2.3 million outpatient visits per year and see about 9,000 births. We're getting ready to open up a level one trauma center, actually next week. So I'm going to be a little busy when I return.

We have over 25,000 employees, and we're growing at a pretty steady clip. Last quarter, we actually hired about 1,400 people. Out of that, we had about 80,000 applications that come through for those positions.

And we really rely very heavily on Montage to help us navigate through that mass quantity of applications, as well as to really begin to build a pipeline when you're hiring such a large amount of people every quarter. The recruiters are really tested in their ability to really just keep up with the requisition load and build that pipeline, now that the hiring managers actually expect like there's a group of people just sitting there waiting when their reqs open up. So thank you.

Kurt: Thanks for that background. Julia, could you share a little more about Cincinnati Children's.

Julia Abell of Cincinnati Children's: Sure. Hello everyone. I lead the employment team at Cincinnati Children's. It is a pediatric academic medical center. We're number three in the nation, if you read U.S. News and World Report, behind Boston and Philadelphia. We employ about 15,000 employees. And last year, we filled 4,000 positions. We fill everything from shuttle drivers to surgeons and everything in between. So it's a pretty busy place.

We are situated in Cincinnati, obviously. And one of our motivations for trying to find other solutions to flying people into Cincinnati was because it is almost impossible to get to Cincinnati directly from anywhere except for Atlanta. It's the second most expensive city to fly into or fly out of. And the people we are interested in hiring oftentimes don't live in Cincinnati, believe it or not. And trying to get there takes a full day. Trying to get back out takes another day. And these are people who don't have to talk to us.

And so we needed to pay attention to that and try to find a way to get them more warmed up to us. Video interviewing was intriguing. And that's what got us started on the path of using this kind of technology.

Kurt: Thank you for that background. And, Lee, could you introduce UTMB to the audience?

Lee Webster of UTMB: Sure. Hello, UTMB is the oldest medical school west of the Mississippi. We've been around since 1860, middle 1860's. We also are a nursing school. In fact, we're like number four or number five in the nation from the quality and the number of nurses we produce. We also have an allied health program. We have a full-service hospital and clinics up I-45. We have the NIH laboratory, the only one that's fully operational. So if you're looking for Ebola, I can show you where it is, because it's right down the street from where my office is. We provide health care to almost all the prisoners in Texas. So I have to recruit nurses and doctors who want to work in a prison. And then finally, we also provide health care to polar explorers who go to the South Pole.

So my challenge in recruiting is recruiting in a highly eclectic recruiting environment and recruiting the people who want to not only work in the place that we hire them into, but would be interested and they have to work in something wildly different than what they came in for and to do that in Galveston Island. And other than the song by Glen Campbell, most people don't know what Galveston Island is or where it is. And to get people to want to come to that part of Texas to work and to live is a challenge. And it's also a challenge because in Houston, we have the Texas Medical Center, which has MD Anderson and a lot of other really great health care organizations. So we're competing with them for these same people.

So the idea for me was I needed to have another way to reduce the cost of hiring but also increase the amount of the numbers of people that I can put in front of hiring managers due to the complexity of the site and also the location of the site. So that's why I approached Montage. And through our discussions, that's why I'm now a happy customer or soon to be a more happy customer once we get started.

Kurt: That's right. We're excited to have you in our Montage community. Thank you. Thank you to all of you for sharing that background to give context for the information you're going to share.

So we're going to cover the four topics, the four reasons why purpose-built video interviewing is perfectly suited for health care. My role is to facilitate the conversation and bring their experiences to light through this dialogue and then openly discuss some of the change management considerations that factor into making this a reality. The benefits are tremendous. But the reality is there's a change element. And they'll proactively, transparently share those as well with you, so you maximize our time together.

Let's start with the first topic, the time consideration, time in recruiting. There's a common metric, time to fill, time to productivity, time to offer. It's a critical, oftentimes measured metric where individual performance plans sometimes are tied to this metric.

Julia, let's start with you. And you've got a long history of the use of video interviewing. And what time-saving benefits have you seen through the use of the technology?

Julia: So I mentioned before that we are recruiting people who are already employed. And in health care, it's really difficult to take time off to go interview. And so one of the time elements for me is respecting the time of the candidate, trying to engage them in a conversation where they might not be as warmed up to us as we'd like them to be. And so being able to do video interviewing respects the candidate's time. At least, initially, we're having those initial conversations, so they can get to know us better and vice versa. So it respects the candidate's time, because it is a difficult thing to take time off to interview.

The second thing is it respects the internal interview team's time. When I look at an itinerary for someone coming into the medical center and I'd start to add up the hourly rates of the people on the itinerary, the cost of bringing people in pale in comparison. So trying to really respect their time as well because we...Although hiring talent is vital to an organization, we also really want them to be back at the bedside or back doing whatever research they're doing or whatever. And we want to make the interviewing process as efficient as possible. So from a time element, those are the two most important things to me.

Kurt: Thank you. And, Colleen, perhaps you can expand on that from a recruiter and recruiting team's perspective.

Colleen: So for those of you not familiar with the Philadelphia area, we actually have 23 hospitals, all within like a 25-mile radius to most of our hospital systems, and 12 accredited nursing schools as well. So time is really of the essence, and from a competitive perspective. Bringing in the Montage video has actually helped us to reduce our face-to-face interview ratios from about 5 to 1 to 1.5 to 1. 

So by the time the candidate is getting in front of the hiring manager, there's been a lot less time spent on scheduling the interviews, getting the candidates in, trying to get the clinicians off the floor, trying to find a space to actually house the interview. And myself, I actually find that on my train ride in in the morning, I just pull out my cell phone, and I quickly can scan through sometimes a half a dozen, dozen candidates on my way in to be able to pre-qualify which ones I want to forward over to the hiring managers for review.

Kurt: And, I believe, earlier, Colleen, you had mentioned that you've been able to reduce your average time to fill by seven or eight days. Is that right?

Colleen: Yes, it's been pretty significant, yes.

Kurt: Yeah. Fantastic, because that oftentimes is the difference between being able to hire that a player or perhaps missing out.

Colleen: Yes, it really helps to differentiate. The recruiters as well, the hiring manager-recruiter experience has increased significantly because they're not just getting a half a dozen, dozen resumes and being told which ones that they want to select. We're now really taking three to five candidates and sending the whole candidate profile, along with some assessments and a pre-screen video. There's also a compliance piece because, now, every candidate is being asked the same exact questions throughout the process.

There's also a lot of time saved on the front end when you're really trying to understand what it is the hiring manager's looking for, and we can really make very targeted questions. And the manager can quickly assess it in between patient times on the floor. A lot of our managers are not in front of a computer all day long. So we really need to make this available on the fly for them.

Kurt: That's great. Julia, you had mentioned respect for the candidate's time. And that is probably the first question we receive from a new prospective client when we introduce the concept to them is, what is the candidate experience like, because there is a concern? One of the chief questions we receive is, well, what about the candidates? Is this going to appear impersonal? How will they engage and adopt?

And the first response or discussion point is, how do they feel about the process today? I think many of us would agree that the traditional hiring process is broken. It's time-consuming. It's not convenient for the candidates, especially the emerging workforce that expects a higher-touch, higher-tech experience. So the days of resumes and phone screens and waiting weeks to engage, while that may be traditional, is not a candidate-centric process.

So on the screen, you'll see some of the research that has been conducted in the industry that really reflects the candidates' perspective around the hiring experience. And one in three candidates have rejected a job offer in the last year solely and primarily due to the experience they had through the recruiting process. As the number of steps increase, as the time increases, their engagement and interest drops dramatically.

And so it is important we prioritize the candidate experience. That's our first objective. And when it's done right, it actually enhances interest, enhances engagement, and helps you better position yourself as a leading employer. And we'll talk more about that brand value and employer value proposition enhancement in a few moments.

I'm going to transition now to the cost component. And, Colleen, you're a metrics- and data-driven individual. I'm going to come back to you first. And can you talk about some of the cost savings that have existed or cost avoidance that has developed as a result of your use?

Colleen: Absolutely. Cost and time are very much intertwined in the process. So I really wanted to look at where the value add was from a hiring manager perspective and a recruiter perspective. So we figure there was about a 45-minute window that it would take a recruiter to be able to identify the candidates, give them a call, leave them a voicemail, play some phone tag, finally get it scheduled, schedule a 15- to 20-minute phone screen. Multiply that by 4 or 5,000 hires a year. We were able to actually calculate that we were saving about 47 and a half weeks worth of just time scheduling and pre-screening our candidates. That was an entire headcount.

And I mentioned that to the recruiters who thought that waiting for the candidate to actually do the video interview and showing them how much time they were saving and how much cost to the organization, because now we can hire another headcount to do some other things within the organization.

Julia: Yeah, what I like about that is when the video is over, the interview is over. There's not walking people out. It's not making small talk. Then you can click right back on to one more interview. So it's really efficient.

Colleen: Efficient. I joke with my VP, and I'm like "We screen while we sleep."

And she's like "What? How is that possible?"

I say, "Well, Montage has this tool called Open Invites." So we're able to actually send open invitations out to 50, 70, 100 people. And we come in in the morning, and there could be anywhere between 30 to 70 people with completed phone screens. So I'll order a few pizzas. And we'll do actually a panel review, go into a room, and quick-review 70 people from a team perspective. We're able to identify half of those folks to start submitting to multiple hiring managers and, again, increase our interview to offer ratio or decrease the offer...and have a lot of fun too.

Kurt: A lot of our discussion is focused on the time and cost savings throughout the process. Lee, I know an area you're passionate about is quality of hire, the reduction in turnover percentages. Yesterday, we learned as a group that the cost of losing a position could be as much as a million dollars to your organization. As you look to apply this in your organization, Lee, any comments you would share about the quality of higher component and the implications around cost savings by better engaging and retaining talent?

Lee: Well, I'm more like you than I am like them. Although, I want to be a lot like you very soon, because I'm loving what I'm hearing over here. But I'm more like you in that I'm trying to figure out...And I think I've got the right answer with Montage. How do I make the experience more engaging? But my supervisors, my hiring managers, they're interested in the quality of the output. Yes, they're interested in cycle time. And they want the cost to be managed very well. But frankly, a lot of things that I deal with within my organization, I can't control some of the cycle time. I'm listening and I'm hearing that in some organizations, they schedule interviews. Well, I don't. They won't let me. They like scheduling interviews for themselves. So guess what happens. I submit lovely candidates for these people. And then they now aren't talked to for days, weeks, months. And then the hiring manager wonders, "Okay, I'm ready now. When can we start having interviews occur with these people?"

I love this idea because it will allow a way for me to discipline the system, meaning the hiring managers in the system. It gives me a way to make sure that they are doing what they're supposed to be doing so that we have a quality output. And a quality output for me...And, again, this is really rough calculations. But for me, I'm looking at two dimensions of hiring quality. Or maybe there's three. One is on the face of it, is the hiring manager satisfied with who I presented to him or her? Number two, how long does this person stay in my organization? And again, we can all use our own numbers to figure out how long that is. But I'm using a year, two years dimension, maybe five years. And then finally, what is their performance from a performance evaluation point of view? If I can get a grasp of all those indicaters, I, for my needs, have a sense of what the quality is.

What Montage does for...What I expect it will do for me, what I'm getting indications from our other panelists that it can do, is that it allows us to early on engage with people that we think would be great employees here. They get more of a tactile sense of what it's like to work in Galveston. And we also get more of a sense of what it's like to work with that individual. And we can share it with other people. And we can begin to build that way to receive them well.

Also, one of the things from a quality standpoint, I don't know how many people have to hire a lot of executives, we have to hire quite a few, but I lose an executive if I don't bring in their family well. And frankly, I don't bring their family in very well, not as well as I would like. And so I'm thinking about working with Montage to use the technology to introduce their spouse to Galveston or the community, to introduce their kids to a coach in gymnastics because their son or daughter happens to be good in gymnastics, to try to make it a more holistic experience so that that individual fully understands the environment they're entering into. And we understand as well as possible that individual so that we get that stickiness that turns into long-term retention. That is one of my quality metrics.

Kurt: Thank you. I want to take that forward and cover the more strategic benefits. Oftentimes, time and cost are more intuitive when individuals think of video interviewing. But oftentimes, it's eye-opening, the strategic benefits around brand enhancement, which Lee has begun to touch on, and extending your candidate reach. And I wanted to tie the two together. And I'm going to start internal brand. And then we'll go to external brand.

Julia, I'd like you to talk a little bit about the transformative nature of your recruiter and hiring manager relationships. We talked yesterday about oftentimes that hiring manager is so critical in selling the opportunity and committing to partner with talent acquisition to compete for talent. Talk about the importance of that relationship between recruiting and the hiring managers, how it's important for your department to carry a brand of innovation, that your recruiters are viewed to be innovative. And then we'll carry the conversation to the external brand.

Julia: Okay, okay. So The Pediatric Medical Center, that's pretty easy place to get behind the mission. Most of the people we hire make that connection to the kid in the bed by themselves. So to say that recruiting at a pediatric medical center is difficult is probably not true, because people self-select in.

My recruiters work there because of the mission. And when you work in the support services as oftentimes, you can forget. Especially if you don't work in the hospital, you can forget who your employer is, because you get caught up in the day-to-day. And so my recruiters really want to be part of that experience the family has. They really want to be part of that mission. And so they are very committed to ensuring that the people they hire are the very best for the medical center. But more than that, they want to help whoever the hiring manager is to get their talent as quickly as possible and be the very best talent. So they're constantly trying to come up with new ways, innovative ways, new tools that they can provide to their clients, our internal hiring managers, because that makes them feel like that's their contribution to helping the kid in the bed, that there's a clear line to them about that.

And so using tools, being able to provide these types of tools to the recruiters, they love it. And it makes them feel like when they're going to their clients and they're really having a hard time filling certain types of positions, that they have things that they can offer the clients beyond just the post and pray approach that they may have had in the past.

So having that internal reputation that we're going to try new tools, we're going to try new functionalities, we're going to do whatever it takes to get the talent we need. And so Montage is just one of those things that we use. We use a lot of different tools. But Montage is certainly one of the ones we use pretty frequently.

Kurt: And there is a change management element. And, Colleen, you can speak to this where you've introduced it in phases, certain recruiters, certain hiring managers, and now, with your success, you now have hiring managers willingly coming to you using Montage as a verb, saying, "I want to Montage." And so the word has spread from their peer group, saying I want to be a part of this. Can you talk a little bit more more about that?

Colleen: Yeah, I was actually in line getting a prescription over at one of our hospitals and the director had come over. And she's like "I've been hearing all about the Montage video." She's like "I have to do that. You have to get me involved in that Montage video." And honestly about 18 months ago, they were calling it the Skype. I want to do that Skype thing.

And one of the things that we're really finding is that the candidates that are coming in and using the Montage video actually are 90% more interested in the opportunity. They're more confident when they come in for their face-to-face interview. They feel that they've been through multiple...they've passed multiple sections within the process. And each step is one step closer to that offer. And it really is a fabulous thing.

Every one of our recruiters are now our ambassadors saying, "You know what? Just give me another 24 hours, and I'm going to send you a full slate of candidates that you can select from." And we've actually, like I said, reduced our time to offer by about seven days, which is pretty significant for our organization.

Kurt: Yeah, thank you. And, Ed, if we could go to that next slide. Lee, I want to come back to you here. You've said you want to make Galveston real to your talent population. There's 800,000 open health care positions in the U.S. We learned that yesterday. You've got some specific challenges there geographically. And you've got a vision for use that mirrors with the capabilities that we offer. Talk more about the importance of making Galveston real to that talent pool that you want to attract.

Lee: Thank you. The relationship between Galveston and UTMB are close and intertwined. The challenge we have, frankly, is Galveston is the very relaxing, gnarly vacation spot if you want to go and hit the waves. But I also need to recruit doctors and nurses who want to provide care to people in Texas. And most people, even within Texas, don't know that UTMB exists on Galveston Island.

And so our brand, and we have a lovely or a very effective marketing organization that's working hard to fix this problem. But it can't be just one part of the organization. Everybody who reaches out and touches the general public in some way or another needs to promote the brand.

And to me, brand is a symbol. It is a representation, a graphic sense of what the organization is, or maybe even a byline. But for me, a brand is more of a commitment. It's a symbol of trust that you are as authentic as you say you are. And what wonderful way or what better way for someone to figure out whether or not you are authentically what you say you are than have people meet other people from your organization. And you would love to do it a lot, but it's expensive to do it a lot.

So our way to get our brand out to people, I think, from a recruiting standpoint is going to be through Montage, that they see the type of people that work here, that we're going to probably involve more line managers or more nurses and doctors involved in this work. What I am also trying to do with this is helping develop the brand of the recruiting department, because my recruiting department was one that was...At best, you could call us unsure about ourselves. Truth be told, we're not well-respected in the organization when I joined it. I didn't fix everything by myself. But I certainly recognized that in order for us to move forward, the organization as a whole had to respect our competence.

So using innovative tools is a way to do that and not being afraid to try new things. And so I see Montage as an easy win. There's not a lot of risk in this. The challenge that I have, and Montage has offered to help us with this, is truly the change management part, not the technology part.

So once we get the change management things squared away, not only can I use that to introduce Montage, but I probably could use it to help us introduce other solutions that we'd like to employ to make recruiting and other HR functions better. So we've got to get good in the change of management. And that's one of the other things I'm excited about it. They're not just a vendor providing us a package and then taking a check. They're going to be a partner to us. And I can work with a partner all day. I don't need more vendors.

Kurt: Thank you for that. Just briefly, on the screen, you'll see how branding can come to life. So Disney has been a client of ours for a couple years. And if you're interviewing with Disney through their theme parks and resorts, the branded experience would show the castle. If you're interviewing with ESPN, it's a basketball court or a football field. If you're interviewing with cruise lines, it's a ship. And similar, Lee, in health care, through a branded mobile two-way experience for the candidate, where they're hearing the voice of the hiring manager. Perhaps it's a hiring manager recording a video to market the position and engage that talent. All of those components help to represent and, hopefully, for you, visualize what purpose-built means and how that differs from something that is a simple chat or consumer-based tool.

I want to touch on flexibility and then make sure we save time here for questions. So just real quick. In many ways, video interviewing is too narrow of a definition for what we provide. Our commitment to our clients is to deliver a hiring advantage from sourcing to on-boarding.

Colleen, you have a fun story to share when you were hired at Penn Med. You actually interviewed through the Montage technology.

Colleen: Yes.

Kurt: And then experienced it as a part of the on-boarding process. That's one of the unique use cases. Can you talk a little bit more about that?

Colleen: Yes. So I had the privilege of actually doing a Montage interview and also wound up sharing it with my at the time 12-year-old daughter who was quite critical of some of my answers and facial expression. But it was very nice. I have a large team. And I didn't get an opportunity to meet with any of them prior to me getting hired into the organization.

But within my first week, I was getting flooded with these Montage interviews of my entire team welcoming me to the organization, telling me about them as an individual. They had all seen my Montage interview. So I felt as though when we had our first one-on-one or had our first team meeting that I really felt fully integrated into the team, and it wasn't a first encounter. So that was really a lot of fun, as well as doing it at the VP and EVP level, a lot of live video streaming as well.

We can get people from all over the country or right across the street without really much effort at all. I can set up a live interview in three or four minutes. If someone says, "Joe's available at 2," and it's quarter of, I can have that completely set up and live in a very short period of time, which really is extremely effective. It's very flexible.

Kurt: And engagement is such a common priority within all organizations, health care and beyond. And so often that even if that candidate experience is a good one that perhaps first few days, it could drop dramatically if that on-boarding process is not an equally engaging experience. And so thank you for sharing how the technology has been re-purposed inside of Penn Health and so many of our clients in that same way to introduce them to the organization and introduce the organization to them.

Julia, any additional comments, before we open it up to Q&A, regarding the broader use cases? I know you've used it for a wealth of different position types. But any additional comments about the flexibility that it applies to your organization?

Julia: So I know we're talking about video interviewing. But we actually use a voice component for positions for people who are going to be on the phone with our families. The hiring managers want us to use the voice because it's like the people are auditioning for their jobs. So that's a really cool feature. And it's taken off like wildfire. People love that. And the candidates oftentimes feel more comfortable using phone versus video. So we've used that.

We've used on-demand and live interview. And we're talking about using it for on-boarding. So when we hire somebody, having the person do a video, just like top three questions about yourself, and then pushing it out to everybody in the department. Similar to what your team did in reverse. So using it in a lot of those different ways.

But I also use it with my team. My recruiters are virtual. So I have somebody in New York. I have somebody in Indianapolis. But the rest of them are all around the city. So we have sub-teams, and those sub teams meet using the Montage technology so that they could see each other and meet that way. So a lot of virtual meetings.

So we're constantly looking for ways to maximize our investment in it, because the more times we use it, the more uses it gets, the more it pays for itself.

Kurt: And great ways to build that hiring manager relationship as well to capture the requirements of a position. Oftentimes, your recruiters are not located in that same facility or geography as the hiring manager.

Julia: So what I really love about Montage, and I guess it's because you guys get that everybody's not as technically savvy, is that every time you get on, somebody from Montage is on the call. Even with my own recruiter meetings, these are recruiters who use the product all the time, there's somebody from Montage on the call. It's like video use for idiots. But there's always that kind of support. So that was pretty cool, yeah.

Colleen: It is good for troubleshooting.

It's great for stakeholder management as well. I can't tell you how many times there's that one person that you've really forgot to invite into the interview process or because they were out of town. It's so easy to just send the resume and the Montage video, and they actually do feel as though they physically met that candidate. And it really does not delay the hiring process or require the candidate to come in for that additional face-to-face interview. I think that's been one of our biggest wins, to be honest with you.

Kurt: Thank you. Well, the time we have remaining I'd like to open it up to your questions and offer up our experience to share with you.

Woman: I have a question.

Kurt: Please.

Woman 1: I'm sorry if I missed this information. But do you use video and voice conference in conjunction with an online application process, in other words, [do you use] voice and a video interviews as well in the second and the third face even that you already have a prior screen [so if you had] 200 [candidates] you want to, in a way, eliminate still a not-so-good candidate and invest your video conference on better candidates. And so that's one question.

The second question is, and I might have missed this, but let's say you have 40 or 100 candidates still on a voice interviewing, assume there's a recording, is that your staff that are going through the video or voice recording? Or is there someone from your company? Or how does that screening...To me, it sounds like a lot of time to review recordings. So if you can talk about that a little bit.

Colleen: Yeah, we'll do panel interviewing. And that's really where that time-saving came in. So instead of spending 45 minutes trying to get a hold of and set up a pre-screen for an individual, we're actually able to now do that in anywhere between 4 to 15 minutes, depending upon the level of the position and the quality of the answer. But all of our applicants actually apply to a position. They're pre-qualified to make sure they meet the minimum requirement of the position. And then they're invited to do the online interview. It basically is taking place of the phone screen. And then we would then reach out to them to do a little bit more qualification before we would send them to the hiring manager for final review.

Julia: Our process varies too. So sometimes, the recruiters will pre-screen everybody and decide who's going to get the Montage invite. Sometimes, they do the pre-screen phone call, and then they use this, especially for higher level positions, they use it to take the candidate slate of 10 down to 3 that we're going to bring on-site. So it's not really replacing anything, but what it's doing is it's helping us to bring in the right people, because we want to maximize our time and their time. So really, it gives us a richer, more dimensional view of people that we can't get just by the phone.

Kurt: The solution's very configurable to fit within your work flow at an individual job level. So for some positions, it's used for sourcing and pipeline-building, where an open invite goes out and allows a candidate pool to learn more about the opportunity and self-select into the interviewing process. In some instances, you can embed it as a replacement to the phone screen or subsequent to the phone screen. And we know that the recruiting challenges for every position are different. So you can configure that work flow uniquely for that position down to the interview questions that are allowed and the candidate experience at that individual job level, how much insight you provide them, what degree of control they have over the experience.

Additional questions. Hopefully, that was helpful for you. Thank you.


Woman 2: Is the recruiter actually live in asking during the interview...during the video interview?

Julia: Sometimes. So the question is, are they live?

Woman 2: Or is it pre-videotaped and then the candidate then just answers what has been pre-recorded?

Julia: So we have a library of questions that are associated with competencies for every job. And so when we prepackage the on-demand, we pull out questions that we're going to put in that interview. And then we push it out. And you get it in your email. You launch it. The questions are there. You answer one. The next one comes up. You answer that. So that's the on-demand.

So the live is the recruiter actually or even the hiring manager, various people, can be on that same interview, and different locations, which is really cool. So you can have people all over the world literally interviewing the same person at the same time. And the interview questions are on the screen, so it keeps everybody on script about what you're going to ask.

Kurt: Please.

Man: Yeah, are any of you using it as a sourcing to replace like phone calls or pipeline building by taping a message and then trying to generate interest for the opening, like sending it out to a large group of people?

Julia: We're not.

Colleen: No, you're usually applying to a position. We usually do it for, and Judy was speaking earlier about our Patient Service Academy, where we hire 25 people into that program. We may have 5, 6, 7, 8, 900 people applying to that job. So we'll go and pre-qualify them. But we actually have disqualifying questions that will then push the next group through. And then we'll invite those to apply.

Kurt: The solution allows for those use cases to be supported. Again, back to Disney, they use it for talent casting. So they hire a Snow White, Tarzan for their theme park or the resort. It allows them to socialize the opportunity through their Twitter feed or social links and draw from across the globe to hire the most creative talent.

They've just started a new project to increase their diversity within ESPN, their on-air broadcasters. And so they're socializing a link globally and allowing candidates to come to a landing page, a foyer, to learn about the position through video and then opt into auditioning or marketing themselves for that opportunity. So those use cases do exist.

Please, one more question.

Woman 3: Okay. I guess it depends on...I believe this law or regulation may be different from state to state. But there's the confidentiality issue about interview or [technology being used] can use in an interview, in this process. So do you [own] this data or interview information is in Montage to your company? Or is that your particular files and you have to follow your own internal policies and procedures about protection of the video data? How would you have that?

Kurt: I'll take that.

Julia: All right.

Kurt: Yeah, so as a software as a service (SaaS) provider, we provide the technology platform. It is your data. You own the data, but we protect and secure the data. So we structure a contract with you to hold that data in confidence. And many times, your IT organization will want to understand what security protocols we have put in place. But it is your data. We fully protect and manage that data on your behalf.

Woman 3: So it is stored within your...

Kurt: It is stored within our platform. But it can be integrated back into your ATS. And I know, Colleen, you're doing that. You're bringing the link to the recorded interview back in the ATS, so you have a single source for your recruiters who may never have to log in to Montage. They're working out of the applicant tracking system. They click on the link. And it brings them into Montage for that recorded interview. But we protect and store and manage that data for you.

There's really no IT implementation or support required from within your organization.

Colleen: Yeah, that's great.

Kurt: Please.

Woman 4: So it sounds like you can do voice when the candidate can read the question and then just speak. And so they must [have some equipment at home].

Kurt: Yeah. So the question is you can use voice. They must have some equipment at home. Our voice solution is really a phone interview where the candidate can be called or call directly right from their phone and go through an automated interview where they're prompted for questions and they're recording their voice to those questions. And that's asynchronous, so on-demand. They do it on their own time and schedule based on an invite or an open invite.

And then there's the video component where the questions can be text-based. They can be multiple choice. They could be video-based questions. So we're seeing more and more clients implement video scenarios. So you present a scenario to an individual. Perhaps, it's a patient care situation or a customer service situation. You present a video to them. You give them a period of time to review that and then respond in terms of how they would address that patient care or customer service type situation. So it's a very configurable with multiple question types and multiple answer types that are allowed. And then of course, there's the live interviewing as well.

I think we're up on time. Thank you so much for your time this afternoon. And thank you to our panelists. I'm just honored for you guys to be here with me.