Customer Success Stories

Trilogy Health Services Arms Recruiters with iCIMS to Engage with Hard-to-Reach Candidates

Trilogy Health Services logo


Louisville, KY





Recruit, Connect and Preboard

Trilogy Health Services is ranked as:
  • A Best Place to Work in Kentucky
  • A Best Employer in Ohio
  • An Employer of Choice in Indiana
  • A Fit-Friendly Worksite by the American Heart Association
  • A Healthiest 100 Workplace in America by Springbuk
  • One of the Healthiest Employers of Greater Louisville

Founded in December 1997, Trilogy Health Services is a customer-service-focused provider of senior living and long-term healthcare services, including independent and assisted living, memory care, skilled nursing and rehabilitative services.

The Challenge

Despite consistently being recognized as a top employer in their region, talent acquisition continued to be a challenge for Trilogy.

With the healthcare unemployment rate shrinking, a paper-based, manual recruitment process and no way to connect with mobile, deskless candidates who spend most of their time on their feet, it was becoming nearly impossible for Trilogy Health Services to hire top talent.

Faced with a diminishing labor market and ever-changing industry regulations, Trilogy struggled to fill vacancies for the specialized and diverse positions they desperately needed, which often left them with more open positions than available candidates. Worried that losing top-tier talent was hindering their business growth, Trilogy knew that they needed not only to automate their manual workflows, but also to improve their candidate experience and find a way to effectively communicate with hard-to-reach candidates – who their recruiters were text messaging from their own personal phones.

How iCIMS Helped

To stay ahead of the curve in their recruitment efforts, Trilogy wanted to arm their recruiters with the best tools available, to engage candidates and set themselves apart from competitors.

Using iCIMS has centralized all of Trilogy’s talent acquisition processes, giving Trilogy the flexibility to align the system to meet their specific hiring needs, practices and recruitment goals, all while providing an impressive candidate experience. “Using iCIMS, we have delivered an exceptional user experience for both our employees and the candidates we are hiring,” said John Turner, director of workforce systems. iCIMS also helps Trilogy reduce manual data entry while staying compliant for accurate decision making.

With so many of their recruitment processes simplified and streamlined, Trilogy realized how much time was still being spent calling each and every applicant. Tired of constantly playing phone-tag with mobile, deskless candidates, Trilogy’s recruiters began using their personal phones to communicate with candidates through text messaging. Once Turner took notice, he was inspired to experiment with iCIMS TextRecruit.

The tool’s simplicity and ease-of-use was an instant hit with the pilot group and was quickly adopted throughout the organization. Seeing this early success, nearly all of Trilogy’s recruiters began requesting access to the tool. Turner added, “iCIMS TextRecruit is a powerful communication tool. To this day, our recruiters consistently use it on a weekly basis.”




Though texting is already an easy way to communicate, iCIMS TextRecruit’s simple platform makes it even easier for Trilogy to engage, converse and follow up with candidates – while maintaining compliance – eliminating the need for recruiters to use their personal phones to contact candidates. Candidates can quickly schedule or reschedule interviews, while also easily letting recruiters know if they are running late – just by responding via text message. Thanks to iCIMS TextRecruit, recruiters can spend less time playing phone tag with candidates and spend more time focusing on recruitment. Trilogy’s most recent response rate using TextRecruit is 44%, with an average response time of one hour. Additionally, while attempting to reengage former employees as part of a boomerang-employee campaign, Trilogy received an incredible 50% response rate using iCIMS TextRecruit.

Trilogy uses iCIMS to provide a simple, seamless experience for recruiters and candidates alike. “Having everything in one location allows all parties involved to review, provide input and support one another in our hiring efforts,” Turner added. With iCIMS, Triology is on the frontline of recruiting technology and fully committed to providing a great candidate experience. “We are always trying to stay ahead of the curve in our recruiting efforts at Trilogy. With unemployment in healthcare at an all-time low, our recruiters need the best tools to engage candidates and set us apart from our competitors. We are confident in our results knowing we are using some of the best products the market has to offer,” said Turner. Revived by the powerful capabilities of these recruitment-focused products in one system, Trilogy’s team has regained business success by being able to easily communicate with hard-to-reach candidates, all while providing a top-notch candidate experience, ultimately helping them hire top talent faster.