The Challenge: High-Volume Healthcare Recruiting Under Pressure
Take Glider AI customer Highmark Health, part of the Blue Cross Blue Shield family. Every year, as open enrollment rolls around, they need an army of enrollment coordinators to manage the flood of new members.
The problem? Their hiring process was stuck in the past. Resumes weren’t telling the full story, and recruiters were using different yardsticks to measure candidates. That meant drawn-out interviews, positions sitting open far too long, and—most importantly—struggles finding people who could juggle the pressure and detail this role demands.
The big question for them became simple: how do you find and hire qualified coordinators fast, without cutting corners on quality? Here's how Highmark Health transformed its healthcare recruiting to a skills-first approach.
Skill Requirements: Going Beyond the Resume in Healthcare Recruiting
It takes more than a resume to spot a strong enrollment coordinator. The best candidates combine technical know-how, empathy, and operational discipline. Here’s how Glider AI pinpoints those strengths and helps healthcare teams hire with confidence.
| Skill Requirement | Why It Matters | How Glider AI Addressed It |
| Healthcare Benefits Knowledge | Coordinators must understand complex insurance products, coverage options, and regulatory requirements to guide members through enrolment decisions | AI-powered assessments evaluated candidates' understanding of healthcare benefits, insurance terminology, and regulatory compliance scenarios |
| Customer Service Excellence | Direct member interaction requires empathy, clear communication, and problem-solving skills to handle sensitive healthcare decisions | Behavioural assessments and AI interviews measured emotional intelligence, communication clarity, and conflict resolution capabilities |
| Data Entry Accuracy | Enrolment errors can result in coverage gaps, compliance issues, and member dissatisfaction, requiring exceptional attention to detail | Skills-based testing evaluated data accuracy, processing speed, and the ability to work with healthcare management systems under time pressure |
| Multi-tasking Under Pressure | Open enrolment creates high-volume, time-sensitive workloads requiring coordinators to manage multiple cases simultaneously | Situational judgment tests and cognitive assessments measured the ability to prioritize tasks, manage competing deadlines, and maintain quality under stress |
| Regulatory Compliance | Healthcare enrolment involves strict adherence to HIPAA, ACA requirements, and state insurance regulations | Compliance knowledge assessments tested the understanding of healthcare privacy laws, enrolment regulations, and documentation requirements |
The Solution: Transforming Healthcare Recruiting Through Skills-Based Hiring
Highmark Health, part of the Blue Cross Blue Shield network, needed a better way to staff up quickly during open enrollment. Their old process leaned too heavily on resumes, leaving recruiters with little insight into whether candidates could actually handle the demands of the job.
Working with Glider AI, they introduced skills-based assessments that tested what really mattered: could candidates explain healthcare benefits clearly, communicate with members under pressure, and process enrollment data without errors? This gave hiring teams a clearer picture of ability instead of relying on job history alone.
Because security and convenience were both critical, the organization used AI proctoring so candidates could complete assessments from anywhere while keeping results trustworthy, which is critical for roles connected to sensitive patient data.
They also added structured video interviews. Every candidate faced the same real-world enrollment scenarios, which removed inconsistent “gut feel” evaluations and showed exactly how candidates approach problem-solving.
The result: Highmark Health now hires faster and with greater confidence. Recruiters see complete candidate profiles, with demonstrated skills, instead of sorting through resumes, and managers spend their time meeting finalists who are ready for the job.
Proving Impact: Faster Hiring, Stronger Retention, and a Smoother Candidate Journey
The partnership between Highmark Health and Glider AI delivered measurable improvements during the pressure of open enrollment:
- 20% faster time-to-fill for enrollment coordinator roles, giving teams the staff they needed when demand spiked.
- 2x better interview-to-hire conversion, so managers spent less time interviewing and more time onboarding the right people.
- More accurate screening with skills-based assessments, leading to stronger long-term retention and fewer costly mis-hires.
- Better candidate experience thanks to streamlined assessments and clear, consistent communication at every stage.
- Lower recruiter workload by automating the first round of screening and surfacing candidates with proven competencies.
- Scalable hiring process that absorbed seasonal volume without requiring a bigger recruiting team.
- Stronger quality of hire by focusing on real competencies instead of resume keywords.
These gains allowed Highmark Health to fully staff enrollment operations on time while maintaining the service standards their members expect.
Tangible Gains: Scaling Healthcare Workforces Without Sacrificing Quality
For healthcare leaders, the takeaway is clear: prioritizing skills over paperwork leads to stronger hires, higher retention, and better outcomes for patients.
Highmark Health’s success shows how modern, skills-first hiring can solve tough staffing challenges in healthcare. By focusing on what candidates can actually do, rather than just what’s on a resume, organizations hire faster and with more confidence while creating a better experience for applicants.
With Glider AI, Highmark Health built a scalable hiring process that met strict compliance requirements without slowing down. Skills assessments, structured interviews, and streamlined candidate communication gave recruiters the tools to hire quality staff quickly during their busiest season.
