How PRN decreased turnover by 48%, saving $1.4M
The challenge: turnover
PRN faced 27% turnover in Patient Service Representative (PSR) roles—compromising patient care continuity and spiking re-hiring costs. With major acquisition upcoming, leadership knew they needed to simultaneously scale recruiting capacity and cut turnover.
The solution: AI Interviewer that revolutionized hiring
Initially an AI skeptic—Brandon Prideaux, head of TA, recognized the need for a new approach to tackling turnover. His breakthrough came when he decided to tune his AI interviewers with actual performance review data from existing, top-performing Patient Service Representatives (PSRs).
The result?
Turnover was cut almost in half, from 27% to 14% for AI-interviewed hires, saving PRN $1.4M annually.
PRN also implemented the Upwage AI Interviewing and Analyst Agents for both high-volume hourly roles and executive-level searches. For Patient Service Representatives (PSRs), the AI assessed candidates for resilience, adaptability, and customer service skills—key traits for long-term success.
For executive positions, it delivered targeted, data-driven evaluations, providing Brandon’s team with unmatched precision in identifying top talent.
“I was skeptical at first,” Brandon recalled, “but the results stunned me—and the CEO. Finally, something that lives up to the name of AI, actually adds value to our business, and makes my life easier.”
Complementing the Interviewing Agent, the AI Analyst Agent analyzed interview transcripts, categorizing candidates as High, Medium, or Low fit based on PRN’s defined criteria. This streamlined approach allowed recruiters to focus on the most promising candidates with greater efficiency.
By the numbers
- Significant reduction in turnover: PSR turnover dropped from 27% to 14%, saving PRN $1.4M annually.
- Improved time-to-fill: the time to hire PSRs decreased by 5 days, from 41 to 36 days, ensuring faster staffing for critical roles.
- Boosted recruiter productivity: recruiters tripled their capacity, screening 49 unique roles with the AI Interviewing Agent managing initial assessments.
- Breakthrough in executive hiring: the AI Interviewing Agent conducted specialized interviews for C-suite candidates, including a Chief Development Officer role. Over 80% of candidates completed the process, with thorough transcripts and scores delivered directly to the CEO, reducing executive interview time.
- Enhanced candidate engagement: screening completion rates exceeded 80% for executive roles, highlighting the effectiveness of the AI-driven approach.
The impact: enhancing efficiency and elevating care
PRN’s adoption of Upwage’s AI Interviewing Agent streamlined recruitment, improved candidate quality, and bolstered retention. Brandon’s initial skepticism transformed into staunch advocacy:
“I went from doubting AI to being an AI leader,” Brandon shared. “Our AI equips us to make smarter, faster decisions, giving us more time to connect meaningfully with candidates.”
One notable success was Ariel, a hire identified through the AI-driven process. While traditional methods might have overlooked her, the AI recognized her adaptability and professionalism. She quickly exceeded expectations, earning praise from the PRN Clinic Director:
“Ariel has been a fantastic addition to the clinic. She’s professional with patients and staff, stays on top of her tasks, and is one of the best hires we’ve ever had at the front desk.”
This shift in hiring practices not only strengthened PRN’s workforce but also reinforced its mission of delivering exceptional patient-centered care.
Key takeaway
By adopting Upwage’s AI Interviewer, PRN transformed hiring challenges into strategic opportunities. From reducing PSR turnover to accelerating executive searches—and delivering $1.4M in savings—the AI impressed leadership with its versatility and precision. Brandon’s evolution from skeptic to advocate highlights how thoughtfully applied AI empowers teams, optimizes processes, and elevates hiring to new heights.
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