Successful Healthcare Recruiting Strategies: Lessons Learned At DaVita

by Matt Lowney

Successful Healthcare Recruiting Strategies:

Lessons Learned at DaVita

©2010 DaVita Inc. All rights reserved. Proprietary and confidential. For internal use only. 2

My Goal

• Provide insight into DaVita’s recruiting engine and how we provide a Competitive Advantage for our Village and Patients

• Stretch Goal: Take something away that you can implement in your recruiting strategy to attract more talented patient care staff

©2010 DaVita Inc. All rights reserved. Proprietary and confidential. For internal use only.

About DaVita

•  Goal: To be the greatest kidney care company the world has ever seen!

•  Largest independent provider of dialysis services in the U.S.

•  Leader in Patient Outcomes (our patients do live longer)

•  Fortune 500 Company with headquarters in Denver, CO

•  116,000 patients in 43 states •  1,500 outpatient facilities / 800 acute care units in

hospitals


A Healthcare Services Leader


DaVita Core Values & Mission Statement

Beliefs

Behaviors

Performance


Village Awards – “No Brag, Just Fact”

TOP COMPANIES FOR LEADERS


RN Recruiting: External Challenges


2000 RN Shortages

NY

VA

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GA

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MO KS

MI

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WI SD

IL MD

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Red: >10% shortage

Yellow: 0-10% shortage

Green: No shortage

OK


2010 RN Shortages

NY

VA

NJ

FL

GA

SC

MN

NM

OH

MO KS

MI

PA

AL

KY

DE

IA

IN

NE

WV

ME

VT

NH

MA

CT

CO

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MS

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WI SD

IL MD

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Red: >10% shortage


Green: No shortage

OK


2015 RN Shortages

NY

VA

NJ

FL

GA

SC

MN

NM

OH

MO KS

MI

PA

AL

KY

DE

IA

IN

NE

WV

ME

VT

NH

MA

CT

CO

AR

TN

MS

LA

NC

TX

WI SD

IL MD

UT

NV

CA

AZ

OR

WA

MT

ID

WY

ND

Red: >10% shortage


Green: No shortage

OK


Clinical Recruiting: A Turnaround Story


A Look Back: 2006

• Recruiting was a “Broken Department”

• No alignment with operations

• Recruiters with 60+ Requisitions

• Bottom 5 of departments (out of 70) in all of DaVita

• High RN Vacancy Rate


A Look Back: 2007

2007: Began turning the corner

• New Applicant Tracking System

• New leadership

• Weed or feed recruiters on team

• Focus on improving processes

• See drop in RN vacancy rates


Improvements: 2007 to Present

RN Time to fill – down 29% •  2007: 52 days •  2008: 45 days •  2009: 37 days

RN Vacancy Rate – down 37% •  2007: 7.47% •  2008: 6.01% •  2009: 3.91% •  2010 YTD: 4.74% (creeping up…)


Customer Service: 2007 to Present

Departmental Scores out of 70 Departments

•  2007: Bottom 5

•  2009: TOP 10!

Operational Alignment •  Reporting was not field friendly

•  Reporting needed to be at appropriate operational level


Executing Our Strategy


Our Strategic Intent

We create Competitive Advantage through Recruiting Excellence, ultimately reflected in leading patient & financial outcomes

- Quality of fills (top performers who fit and stay) - Speed of fills (a proactive pipeline) - Market differentiation (why we are special)


Executing our Strategy

Alignment with Ops

•  Prioritize Openings for High-Risk Clinics & Growth (DeNovos, HHD/PD, Nocturnal)

•  Track and Talk ROI

Five Core Principles

Top Players

•  Highly-competent recruiters -  Per DaVita’s Recruiter Competency Model

Clear Brand Differentiation •  Brand DaVita, Brand Jobs

Relentless Sourcing

•  Referrals, Grow Our Own Talent, Boomerangs, Max the Web

- Pipeline vs Reactive

Service Excellence

•  Top 10 on HOSR, Hiring Mgr & New Hire Surveys, High-Touch experience


Alignment with Operations

•  Team structure

•  Accessible resources

•  More future orientation on business drivers

•  Modality champions

•  More Ops-friendly reports/metrics •  More training & coaching of the field

•  Building business cases/data-driven


Top Players

•  Clear expectations

•  Hiring better people/weeding low performers/holding people accountable

•  Recruiting manager coaching •  Created competency model

•  Sourcing and sales Training

•  Creating Individual Development Plans (IDP’s)


Clear Brand Differentiation

•  Better teaching about our differentiators

•  LOTS of awards

•  Have a social media strategy

•  More consistent messages (new careers site)

•  Gathering competitive intelligence


Relentless Sourcing

•  AIRS training

•  Bigger time priority/focus

•  Clear expectations/holding accountable

•  Sourcing: Defined!

•  Using tiered recruiting plans/approach •  More proactive pipeline building

•  Targeted strikes on competitors


Service Excellence

•  Surveys – new hire & hiring manager

•  Tough conversations with managers - respect

•  Better recruiters/better service

•  More sensitivity to administrator’s capacity

•  RM coaching


RN Vacancy Rate – How are we doing?


Developing & Measuring our Recruiting Team


Our Recruiting Engine

7,000 Hires/Year

7 Managers

50 Recruiters

2 Project

Managers

3 Coordinators

1 International Coordinator

5 Systems/ Analytics


Core Skills: •  Profile & Plan •  Source & Contact •  Assess •  Present & Close

AIRS Recruiter Competency Model: Sorting out A-B-C-D players

Performance Traits:

•  Drive for Results •  Inquisitiveness •  Sales & Service •  Relationship Builder •  Flexibility •  Passion

Strategic Skills:

•  Market Intelligence •  Business Savvy •  Organization Management •  Candidate Management •  Network Building


Core Skills: •  Business Acumen •  Metrics Savvy •  Decision Quality •  Directing Others •  Process Management •  Performance Management •  Relationship Builder

DaVita’s Recruiting Leadership Custom Competency Model

Traits: •  Composure under Fire •  Self-Knowledge •  Influencer •  Politically Savvy

Vision & Strategy:

•  Innovation Management •  Strategic Agility •  Managing Vision and Purpose •  Managerial Courage (Command Skills)


DaVita’s recruiter success profile

Commitment to Continuous

Learning

Competency Model

DaVita Mission & Values Fit

+ +


Monthly Recruiter Scorecard- Sets Bar High and Drives Performance

Production = Average Licensed Fills per Month Service = Sum of Two Hiring Manager Surveys

Sourcing = Time to Find (in days) the hired candidate Vacancy = Divisional Vacancy Rate


Semi-annual Talent Reviews Ensures Bench Strength is Being Built


Recruiter Accountability

•  New Hire and Hiring Manager surveys are sent out each time a hire is made and scored on a 1 to 5 scale.

•  Time to Find vs. Time to Fill – focuses on recruiter impact by measuring the time to find the candidate that we eventually hire vs. time to fill which is a measure of the entire process

•  24 hour compliance – tracking of response time recruiters provide to candidates


Continuous Improvement – What’s next?

•  Continue to develop sourcing skills across the team

•  Work on position specific sales training – How do we do a better job of selling top candidates on DaVita?

•  Leadership recruiting needs a sharper focus


Challenges Going Forward


Leadership Recruiting

•  Top recruiting challenge for the Village

•  Facility Administrator recruiting: ~150 FA openings across 1500 dialysis centers

•  Key Challenge is finding dialysis RN’s with management experience

•  Need to create more recruiting channels for talent, including: MBA/ MSN tract, better internal development, & stronger relationships with competitor’s talent pool


Modality Champions

Alternate modalities, such as home hemodialysis, peritoneal dialysis, nocturnal, and acutes require niche knowledge and focus

•  Modality Champions for each of high priority modalities are tasked with creating recruiting strategies that are unique to finding the right talent


My Goal…how did I do?

• Provide insight into DaVita’s recruiting engine and how we provide a Competitive Advantage for our Village and Patients

• Stretch Goal: Take something away that you can implement in your recruiting strategy to attract more talented patient care staff

Any Questions?

Successful Healthcare Recruiting Strategies: Lessons Learned At DaVita

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