Case Study: Family Health Clinics achieve higher retention and 53% better performance ratings with Criteria Corp

Family Health Clinics Use CBST to Predict Performance for Patient-Facing Staff

A network of family healthcare clinics across the Pacific Northwest wanted to improve quality-of-hire and reduce high turnover among patient-facing staff (medical assistants and patient service representatives) across multiple locations. Inconsistent performance and frequent involuntary separations for poor performance made hiring and retention a key operational challenge.

The clinics implemented Criteria Corp’s platform, using the Criteria Basic Skills Test (CBST) and the Customer Service Aptitude Profile (CSAP) to screen applicants. CBST scores showed a strong correlation with supervisor ratings (r = .48); high scorers had performance ratings 53% higher than low scorers and far better retention (1‑year retention: low 42%, medium 89%, high 100%). As a result, the clinics significantly reduced involuntary terminations and increased overall productivity.