Case Study: Pediatric Healthcare achieves reduced turnover and improved patient experience with Employment Technologies' EASy Simulation®

Pediatric Healthcare - Customer Case Study

Pediatric Healthcare, a leading children’s hospital, was struggling with turnover and inconsistent patient experience because their hiring process favored “nice” candidates over those with the right job-fit. At the recommendation of Singola Consulting, they engaged Employment Technologies and implemented the EASy Simulation® for Contact Center Agents to better screen and select ambulatory service representatives (ASRs).

Employment Technologies’ EASy Simulation® immersed candidates in realistic contact-center scenarios to evaluate rapport, empathy, needs discovery, issue resolution, multitasking and relationship-building, and provided detailed reports to hiring managers. The simulation informed targeted onboarding and training developed with Singola Consulting, producing faster ramp-up (new hires arrived more eager and focused), improved performance and morale, and an extended program for existing staff that helped deliver a more consistent patient experience.

Pediatric Healthcare