AI in Hiring

Transcript performed by A.I. Please excuse the typos.
00:00
This is Dental All-Stars, where we bring you the best in dentistry on marketing, management and training.

00:13
artificial intelligence plus human intelligence equals a return on your investment, right? So I think when we hear artificial intelligence or generative AI, people get a little nervous about is this going to help me or is this going to get me out of a job? You know, is this going to talk me out of a job? And I can tell you it’ll never ever lose the human component.

00:38
especially in dentistry, because that’s where we live. We live with our relationships. Now AI helps the clinical team a lot. You’ve got Overjet and Pearl and Denti AI, those clinical engines, those clinical technology really helps analyze the data for better patient outcomes, right? Welcome to Dental All-Stars. I’m Alex Notenkamp, founder and CEO of All-Star Dental Academy. And with me is Robin Reis.

01:06
Director of All-Star Hiring Service and our topic is AI, artificial intelligence in hiring. Please welcome Robin. Hi Alex, glad to be here. Hello, good to talk to you. You’re always so busy with your hiring service that I get in time with you. It’s been a while. Yes, I’ve got to get you on the show. Let’s get the director on the show because hiring is like so still an issue. I mean, that’s why we created this service.

01:35
before COVID, many years before COVID, and now even more it’s an issue. Everybody needs help hiring. When it comes to this, unemployment numbers aren’t where they need to be. People in dentistry are even worse. So we have all those issues and you’re doing a marvelous job over at All-Star Dental Hiring Service where we help dental office hire team members. Now,

02:02
We were, you had a really interesting topic about this issue of artificial intelligence, which has been helping in many areas of dentistry and now it helps in hiring. tell, give me a little background and tell me what’s going on. bet. You bet. And I kind of like to think of it as AI plus HI equals ROI. Artificial intelligence plus human intelligence equals a return on your investment. Right. So I think.

02:32
When we hear artificial intelligence or generative AI, um people get a little nervous about, this going to help me or is this going to get me out of a job? know, is this going to talk me out of a job? And I can tell you, it’ll never ever lose the human component, especially in dentistry, because that’s where we live. We live with our relationships. Now, AI helps the clinical team a lot. You’ve got

03:02
Overjet and Pearl and Denti AI, those clinical um engines, those clinical technology really helps analyze the data for better patient outcomes, right? And Alex, you and I were talking about how AI has been utilized in the hiring service to help us help our clients. Now, many of the practices we work with are small,

03:31
private offices. not large hospital systems. They’re not large DSOs, though we’ve worked with some DSOs. But they don’t have a dedicated HR department that uses ATS software, applicant tracking software, to help when they hire to go through resumes. So our use of AI is really as an adjunct and as an enhancement.

03:57
because it’ll never take away the human component. When we review resumes, we’re looking for the skills, the job experience, some of the key words. That’s what some softwares can do when you have massive amounts of resumes or applicants. For us, it’s typically a nice handful that we can handle humanly. But where we utilize AI is in that uh evaluation of

04:24
responses to screening questions we might ask. Or if we do have a handful, say 30 resumes, we can put it through AI to help extrapolate those candidates that are at the top of the list, middle of the list, bottom of the list. So we’ve been using AI to really help enhance the service we provide to our clients. like that was really cool what you said AI plus HI because when

04:54
AI came out in terms of the models like ChatGPT. I mean, there’s always been artificial intelligence aspects and Google search and so on. But when we started to see these tools, it was a little frightening at first. I’m like, wow, that’s pretty, I mean, and there’s this fear, of course, that it’s going to put people out of work and so on. What we’re seeing now is that there seems to be

05:23
I guess certain limitations we hear about hallucinations and, uh, and so on when it comes to, artificial intelligence. So there’s still some time away from, from that, but for sure it can be a great productivity tool. And I’m, I’m not as frightened about it anymore. Cause I see it. I’m like, this is not always great work. I, uh, so listening to, I was thinking philosophically that when there’s no more human interaction, AI will be perfect.

05:53
artificial intelligence will be great. But when humans want a human, uh, you know, response, because in the hiring process, especially people are not just the resume. They’re so, and, and you do a personality profile testing and it takes a, it takes a craft. It’s like having an AI evaluate dental records and making decisions, but a dentist has an intuition about it. They see other things to be able to make it.

06:21
And the AI doesn’t have that information. And so when it comes to, to hiring, uh, if you just go by the data on the data, you’ve seen a lot of people that their resumes well, and even they test well and they don’t work something about it. You have to have, uh, you have to have an amygdala system. You have to have an emotional system to pick up on cues of people and see something does isn’t right. Right. And be able to, to, to work that, but AI is such an

06:51
Powerful tool to take to kind of shorten the time span on some of the the research Right the catch issues like you mentioned with the clinical Diagnostic, they’re not doing the dentistry saying hey, here’s the cavity. Here’s something you may have missed Let me take a look and confirm so it is a tool and thankfully I was scared Robin because I’m like, oh my god This is and maybe it will take another jump, but I’ve kind of seen some of the limitations. I’m like, okay I’m cool with this

07:18
good. Give us a time to break AI to say, hey, we still need humans because you perfect AI and you’re a tool rightfully so that’s what we want not to replace humans. want humans and we want the human experience. So that was beautiful what you said. Awesome. Thanks. Yeah. Thank you.

07:37
And when I say human intelligence, this is not the IQ part of that. It’s the EQ part of that. It’s the emotional, you know, understanding, connection and behaviors and empathy and all of those soft skills we talk about during the interview process. And there are really three ways or three areas that AI can help in the hiring process. First and foremost, and I’ve got a great little anecdote for you.

08:05
m is, you know, helping screen those resumes, those applicants um for those, you know, who were the priority, who is Plan B and who is just not a candidate. So that can certainly help in that. um Also for interview questions, you know, you have to be really creative in your prompts to get the information back. And like you said, there is um analysis that has to happen. There is verification that has to happen. um

08:35
AI makes mistakes because they’re still in the learning process, right? As they get to know the tone of the practice or the tone of the hiring specialist that is going to be asking these questions. But also the hiring specialist is then using those prompts to create the questions specific for that practice based on the vision and values that they provide for us so that they can elicit the responses for the candidates that we’re looking for.

09:03
And so it’s not an end-all be-all where we send out the questions and we have amazing answers come back. We also use uh AI, the AI detector to see how human is this response. um Yes, it can be there to help us refine our correspondence, written correspondence, but again, we don’t want to eliminate that human piece out of it. The other part of that is also m

09:32
any discrepancies that we might discover utilizing AI. But the one story I wanted to share with you is we had a hiring specialist that used AI, sent out screening questions. The responses came back spectacular. And we’re like, wow, this person’s got the experience, they got the skills according to the resume. We’ve sent out these screening questions. Wow, answers sound great. Let’s go ahead and go to the Zoom.

10:02
Well, this person happened to be interviewing for an insurance coordinator position. And after a few, I’ll say, fluff questions, getting to know them, what do they do outside the office? What do they like to do when they’re not working? Those kinds of things. And then they started to get into the positional questions, part of the job duties. And this person was asked the question, you know,

10:29
tell me how you would evaluate an EOB if a patient had a question about their benefits. And the person was looking at the hiring specialist on Zoom and the hiring specialist was thinking, okay, they’re crafting their answer, they’re thinking about it. And she said, what’s an EOB? Or I don’t know what an EOB is in…

10:57
Automatically the hiring specialist is like, it says here on your resume, you responded to me and the person just reached up and turned off their zoom and disconnected. I mean, that’s a prime example how on paper everything looks amazing. And even the first step of screening sounded amazing. But in this particular case, there’s only so much you can fudge through AI.

11:24
For those applicants out there that are using AI to respond to employers, be mindful because when we test you and put your feet to the fire, you better be able to deliver or else you’re not going to get to the next step. ah But that’s one of the ways that we use AI. A second way um that practices can use AI is utilizing them for onboarding. Onboarding and training. And there’s so many tools that can help with

11:55
creating those step-by-step instructions to onboard a team member, those 30, 60, 90-day reviews, asking questions to see how well are they retaining the training information. And of course, at All-Star Dental Academy, we’re all about the training, right? So this AI can help practices streamline that process. It won’t eliminate the person training the new hire.

12:23
But it’s certainly going to help make that transition and that onboarding a lot easier. And then of course, the third part is the everboarding. It’s those stay interviews. We’ve talked a lot about stay interviews and those questions, but also just building those connections, keeping employees engaged, uh asking or giving AI some prompts on developing programs that will help engage for retention.

12:53
succession planning, identifying team members who might be high potential, who might be ready for a leadership role. Those kinds of things I think are really, really useful for practices to utilize these tools that are available. You are a dream to listen to. A few comments. One is, I think there’s like this hiring arms race, it seems like, because

13:22
the applicants are arming with AI. And so we kind of have to too, because what they’re doing is they’re just saying, hey, know, make something for me, make me a resume, make me a cover letter so that I can get through. And that’s where the HI, as you said, and you’re on fire with these terms today, is there to meet with them and to really see through this and work through this. And I think that

13:50
We have to, and it’s nice to hear that our hiring services is doing this, Director, because we kind of have to, to be able to, you know, to prepare and to be more effective with the dentists, with the applicants, and also to ward off what they’re using to kind of trick us or whatever that might be. I like the word you said, everboarding. I mean, it’s really cool. I never heard that before. Can you define?

14:17
Everboarding, that’s such a cool concept. We’ve heard of onboarding. What is everboarding? I love it. Everboarding is really the retention ah for keeping your high performing team members engaged. And it’s those check-ins, it’s those stay interviews, it’s that connection, building those bridges on how can we keep you engaged and motivate it.

14:42
Um, it’s also going back and when you introduce new technology, going to the team and getting them on board, training them, keeping them at the top of their game all the time. So it’s not just onboarding, which, um, research will tell us can last up to a year, believe it or not. It’s not just 90 days, but it’s always going back to, back to basics. It’s.

15:09
keeping the vision, the values, core competencies, all of that front and center, but in an engaging way that team members want to continue to stay and learn and grow with the practice. Now, it’s been a few months since I have you on the program, and I’d like to see you more because everybody’s asking about hiring. And I know you’re so busy there at the hiring service, but we have to let people know. So I’m going to be on your case about that. But tell me, so…

15:39
Again, you have not had a shortage of people, practices utilizing the hiring service, but I like to get the message out there for sure. And for those that are listening and are like, I’m looking to hire, you know, what do I do? Or typically they’re going to go to Indeed or, look there, or they’re going to…

16:05
And there’s a lot of advertising for, use AI to hire. And so there’s these bots that will look, try to do a lot of it for you. It’s like, and I think a lot of it, it’s like, how can I cut costs and do this? And where, and just like the example that you said, garbage in garbage out. If, you know, the dentist is, if, you’re putting kind of a half interest in it, or, know, in terms of your tools versus having somebody help you. So.

16:33
And also the doctor’s time and practice time. how is a doctor? Cause listen, I get it. I’m a very capable CEO. I will be editing this podcast myself. Probably cheaper to have somebody else do it, but I’m good at it. And I’m too, uh, you know, and that’s another question too, as well, I guess being, cause I’m like the, I’m like the, I love crafting services around me. Cause I’m like the worst client there ever is. mean, I’m good once you get me, but like, what a pain.

17:01
You know, you have to be that controlling of it. you’re gonna do. So, so I get it. And actually you can speed these two questions for Dennis is like number one. I like to control what goes on. I don’t want crap. So I’m going to do it myself. And the other is I don’t want to spend money because I don’t want to spend money either. I know we’re all frugal here at All-Star, but I want to spend money. I’ll just do it myself. So how do you, how do you respond to that? Cause there’s a cost to using a hiring service like All-Star. So just help me walk me through this.

17:29
Absolutely. And you’re right. There are those people that if they love it, that’s great. And we’re here to help them if they get a candidate and they interview them and maybe they need to do employment reference checking or verification, or maybe they want to do a background check, or maybe they do want to do a personality assessment. That’s what we can help supplement what they already do and what they love to do. That’s great. And we also know there are a lot of dentists that don’t like doing that.

17:59
There’s a lot of office managers that don’t like doing the interview or recruiting process because it can be very laborious and time intensive. And that really takes them away from what they love to do and that’s the patient care, right? Building the relationships, having that connection. So that’s where the All-Star Hiring Service really shines is when we can take that time intensive activity off the office manager or the doctor’s plate so that they can concentrate.

18:29
The beauty of our service is that the practice always is in control. They tell us what they’re looking for. We give them information. They get to approve it. The job post, the questions, they tell us core competencies. We craft questions around those core competencies, keeping in mind the vision of the practice, the culture of the practice.

18:56
So the practice, the doctor, the office manager, they’re always in control. They are always going to make the final hiring decision. It is our role as an extension of the practice to give them the best possible candidates out there. And yes, we find that there are a lot of times that we can do all the great screening, do the AI detection, do the behavioral questions. They interview really, really well.

19:23
And then when they get into the practice, maybe it doesn’t go as well when they, you know, again, feet are held to the fire. People sometimes don’t perform as well as they had shown us prior to that in the interview process. So that’s where, again, the at-will employment comes into play is there is no contractual obligation. So if it’s not working in the first 30 days, and I promise you, you will know in the first 30 days if this person has

19:52
longevity at your office, or if they’re going to be able to fulfill the uh requirements of the position, you’re going to know within that 30 days. So it is best to part way sooner rather than later. So that would be what I would say for somebody who does like to have control over the interview process is you can do that and know that we’re here to help support you and enhance what you’re already doing. like that clarification because

20:21
I’ve seen it before, but I even like just talking about it. I’ve mentioned this to Cheyenne, this would be a good email because it’s like supplement your hiring. It sounds like, so what you’re saying is you could say, look, just hire this for me and I’ll give you some ideas, but we’ll, what is it? Heather likes this, right? It’s the VIP experience, red carpet. We take care of it all for you. But if you’re more like me and you want more control over it, that’s fine. We’ll support, we’ll, wherever you want the process and.

20:50
You can do it along with us. And what’s nice about our process is, is we don’t charge a fixed rate. It’s hourly. So if you don’t want to be with, with hiring, you could stop. And so it’s, and we, we, we changed that in the very beginning. We started the program because most head hunters are hiring services. They charge you a fixed fee. doesn’t matter if it’s a couple hours or 40 hours or whatever. That’s what it is. And we found that it wasn’t, you can create some.

21:20
some lack of equity on both sides. And we’re like, we also don’t want to be locked in that if it’s not a good client that we can stop and no hard feelings. So we’re all about it all star, not doing contracts on anything because we want people that want to be here. So I like, I like that clarification that there’s, doesn’t have to be all or nothing. like that. Correct. Correct. And yet a lot of doctors will start that process and be like, Oh my gosh.

21:50
I don’t have time, I’ve missed, you know, phone interviews or I’m working well until 10 o’clock at night because I’m trying to catch people after work, after my work too. So we’ve also found practices that have come back to us and said, you know what, let’s just have you take care of it because what we can accomplish as a hiring specialist can accomplish in one hour, uninterrupted. This is all we do. This is all we’re focused on.

22:16
is a lot more than what an office manager might, it might take her four hours or him four hours to accomplish what we can do in 30 minutes because we have uninterrupted devoted time. And that’s the commodity, right? It’s time. You can’t get it back. So we work with a lot of practices that it might take us a few hours to screen, interview, and then present three good quality candidates. And from there, they make a hiring decision.

22:44
And so we’ve really streamlined the process for them whereby they might’ve taken eight, 10, 12, 15 hours to get through that same process just because of where their retention is focused. And for us, it’s finding those candidates for our client practices and for practices, it’s the patient in front of them. It’s so nice to talk to a professional. You are an ever green professional.

23:14
in everything you do and it’s just so nice to hear that the hiring service is in such great hands. And so for those that would like to learn more about the hiring service, can go to allstradentalacademy.com, click on want to hire and learn more about there and you can submit a form and then somebody from the hiring service will speak with you or contact you and can learn more about the process. So Robin, it’s a pleasure, learned a lot, great words, everboarding.

23:42
AI, HI, the hiring arms race, seeing AI in hiring where we have to be able, it’s nice to you as a- at end of this? No, I’m just saying, I’m just supplementing like some of these are summarizing with my HI. This is my HI, no AI here, HI. Like, and this is an interesting point because we have to be careful. AI is a great tool, but sometimes it’s like garb, not even this garbage in garbage out. Yes.

24:12
But also if you’re not using it to learn, you’re just like, just kind of just give it to me. It’s almost like you’re not getting the whole experience. And I think that that’s, that’s a detriment. Look, I see it, my son’s school, they have policies of not using AI too much and to be mindful that we don’t lose our independent thinking capability. We don’t lose our humanity, but it’s still, have to be wise to at least the safest ways to use it as a tool so that we can. And look.

24:42
I’ll kind of end with this, the vision of All-Star. mean, we want to help practices make more money and be happier. We are a personal development and business development company at the end of the day, and that’s why we’re doing it, right? So it’s both, you got to have a both, not just one or the other. So. It’s not either or. No. So thank you, Robin Reis, and remember everyone to follow us on Apple Podcasts, Spotify, YouTube.

25:11
and all the social media platforms, like, share, do a lot of stuff, and ask questions as well. And get the episodes as they’re released. Yeah, more questions, more we’ll answer them, it’s fun. So share with your friends, and until next time, go out there and be an All Star.

25:30
We hope you enjoyed this episode of Dental All-Stars. Visit us online at AllStarDentalAcademy.com.