A provider of specialized administrative services leverages Kelly office Services for staffing support in health informatics transitions

Our client is a document imaging company that provides document management and medical records imaging services to healthcare institutions across the United States. Their goal—to improve efficiencies for hospitals and healthcare systems through successful transition to health informatics—demands high standards of accuracy, cost effectiveness, and customer satisfaction from strategic suppliers. They leveraged the specialized expertise of Kelly Services for staffing support when implementing a long-term project complicated by quick turnaround and very specific qualifications—with exceptional results.

The Challenge

Our client was awarded a large health informatics transition project by a healthcare system in Philadelphia. The project would require as many as 45–50 Medical Record Scanners over the course of 18 months, with 20 of those contract employees needed within two to three weeks of implementation. Qualified candidates would possess a minimum of two years' experience in a medical office or a degree/certificate in the medical field, with proficiency in Microsoft Office applications and strong attention to detail. They would also need to present themselves professionally.

Kelly was challenged to manage the overall process of recruiting, interviewing, testing, and hiring for the duration of the project, coordinating with our customer to schedule phone and in-person interviews. Our scope included the administration of employee payroll and expenses, as well as ongoing training and performance management, ensuring that our employees met the customer’s required number of scanned documents per hour. We were also tasked to handle customer-specific paperwork and their requirements for background and drug screens throughout the project.

The Solution

Kelly offers a full continuum of services for the staffing demands of the health informatics transition, with vertical expertise across all related disciplines: healthcare, IT, and office/ administrative services. Our cross-functional recruiting teams know where to find the best available candidates, with the right combination of professional, medical, and technical experience required.

We developed a highly targeted recruiting strategy for this customer using a comprehensive array of resources, including e-mail blasts through the Kelly Broadcasting Network—a communications technology enabling our branch staff to send customized phone, SMS text, and e-mail messages to multiple candidates easily at once. To meet this customer's turnaround, we leveraged relationships with local trade schools and universities across all Kelly Philadelphia-area branches, as well as job postings to the Kelly Career Network, CareerBuilder, and other targeted recruitment Web sites.

After meeting initial implementation goals, we identified 4–5 Team Leads to serve as points of contact for other team members with questions regarding the project, scanning equipment, and software programs. To further ensure a quality solution, we conducted a customized first-day orientation on site to support the customer’s message—as well as review Kelly policies and procedures with employees related to the project and their employment.

We also developed a quality control tracking system, featuring weekly review and audit of timesheets and expense reports to minimize billing issues, and weekly calls with our customer to discuss any training gaps or replacement needs. Finally, we recommended a customized recognition program to reward top performers and help ensure their retention.

The Result

The quality fit realized from our targeted recruiting efforts was clear in the customer's selection of the candidates we presented. They chose 100% of the first 22 candidates Kelly submitted for the initial phase of the project, and continued to select 98% of those presented over the remainder of the project. Our focus on retention kept turnover relatively low, and we maintained a pool of candidates to further mitigate turnover by identifying replacements within 24–48 hours.

Ultimately, we effectively staffed all 45–50 of the employees needed to satisfy our customer's ongoing needs, including five Team Leads, and saw their project through to completion as scheduled. Thousands of our customer's own clients were successfully serviced in the process—with each Kelly employee completing the health informatics transition for as many as 5–8 physician and hospital offices each week, every week for 18 months.

The customer was so pleased with the results of our first collaboration that they opened a hub in Philadelphia to support the needs of their own customers—and utilize Kelly to provide staff for the administrative needs of that location as well.

For more information on how Kelly Services can help you meet your recruiting and staffing needs, contact your local Kelly branch.