Clipboard Health Prompt and Guide
Last Updated: September 4, 2024
At Clipboard Health, we tackle hard problems. We believe the below case is representative of
the types of problems you might encounter in the role, and we encourage you to think about
these cases from first principles.
Case Study Guidance: Overview of Clipboard Health
Clipboard Health (CBH) operates as a two-sided marketplace, facilitating connections between
Health Care Professionals (HCPs) and Health Care Facilities (HCFs). The platform allows
HCPs—such as Certified Nursing Assistants (CNAs), Licensed Vocational Nurses (LVNs), and
Registered Nurses (RNs)—to offer their services on a flexible, on-demand basis. These HCPs
are independent contractors and are not directly employed by Clipboard Health.
On the other side, HCFs, including hospitals, nursing homes, and other healthcare facilities, use
the platform to address their staffing needs. HCFs can post shifts and seek immediate or
scheduled coverage for their facilities. However, Clipboard Health is under no obligation to fill
these requests, as the availability of HCPs is determined by factors such as location, pricing,
and the ratings of both the HCPs and the HCFs.
CBH operates through an app where HCFs can request shifts. Importantly, only Admins,
Staffing Coordinators, and Supervisors who are registered on the app can submit these
requests. If a user is not registered, they are typically advised to contact a registered user to
make the request on their behalf. This policy ensures the security and integrity of the platform
while providing a reliable service to both HCPs and HCFs.
We kindly ask that you refrain from using ChatGPT or any AI tools to draft your responses.
We receive hundreds of applications each week, and AI-generated content is easily
recognizable. Submissions identified as AI-generated will result in the disqualification of your
application. We value genuine, thoughtful answers and expect applicants to thoroughly review
the provided data and respond with care and consideration.
Output for the Case Study
The ideal response to this exercise should seamlessly integrate all available data,
demonstrating a well-reasoned decision that clearly outlines your thought process, backed by
thorough analysis. Your response should be well-articulated, showcasing how you arrived at
your conclusion and the rationale behind it. Each case study provided includes relevant data
related to the customer, and your response should reflect careful consideration of these details.
*Please note that all three case studies require a thoughtful email response to the
customer, along with an explanation of your thought process.*
Key Company Values to Demonstrate:
1. Extreme Curiosity & Noticing:
○ Are you able to thoroughly assess the support interactions and relevant data to
form a well-reasoned decision?
○ Can you identify subtle clues, dig into the root causes of the issues presented,
and incorporate these insights into your decision-making process?
2. Customer-Centricity:
○ Does your decision reflect a balance between the pain points experienced by
both sides of the marketplace—HCPs and HCFs?
○ Do you take these factors into account, ensuring your response handles the
customer's situation with empathy, even when the experience is less than ideal?
3. First Principles Thinking:
○ Can you define what the ideal customer experience should be, starting from
basic principles?
○ Are you able to build a well-reasoned argument on how the cases should be
handled, taking into consideration both company policy and customer needs?
Case study scenarios:
Below you will find real-life scenarios involving interactions with Health Care Facilities (HCFs)
and Health Care Proffesionals (HCPs). You are tasked with evaluating each customer situation
and deciding how to respond. Please provide a clear explanation of your decision and
reasoning. Keep in mind that both HCPs and HCFs are our customers, and your decisions
should reflect what is best for the marketplace and both sets of our customers.
Case 1:
Date: Sat, Dec 17, 2023, at 3:00 AM
From: John Davis, Night Supervisor at Evergreen Health Care
To: Clipboard Health Support Team
Subject: Urgent Staffing Assistance Required - Morning Shift Starts in 3 Hours
Email Content:
Dear Clipboard Health Team,
My name is John Davis, and I am the night supervisor at Evergreen Health Care. Earlier tonight,
I spoke with Sarah from your support team about posting a shift for our 6 AM morning shift.
Unfortunately, since I’m not a registered user on your platform, Sarah couldn’t assist me, and I
completely understand she was following company policy.
However, with just three hours left until the morning shift begins, I’m reaching out again out of
desperation. We are severely understaffed, and I’m asking if there is any possible way you can
help us post this shift. I know this may be outside of standard procedures, but we’re in a critical
situation, and I would be extremely grateful for any assistance.
Thank you for your consideration.
Best regards,
John Davis
Night Supervisor
Evergreen Health Care
Find Transcript here ➡️ Transcript of the Phone Call
Your Task:
1. Based on all the information provided, how would you handle John Davis's request?
2. In detail, explain your reasoning.
3. Compose an email response to John Davis explaining your decision and reasoning.
Case 2:
Context:
At Clipboard Health, tickets placed on hold in our system automatically reopen every 36 hours
to ensure customers don't feel forgotten. In this scenario, a Health Care Facility (HCF) reached
out to request a specific Health Care Professional (HCP) for the PM shift. Below is the email
thread that documents the interactions that have taken place:
Find thread here ➡️, Email Thread.
Your Task:Q2 HCF Case Study: Silver Oak Health Center
1. Based on all the information provided, how would you handle the request from Silver
Oak Health Center?
2. In detail, explain your reasoning.
3. Compose an email response to Silver Oak Health Center explaining your decision and
reasoning.
Case 3:
Context:
At Clipboard Health (CBH), we expect our agents to excel at identifying potential churn and
proactively addressing it to retain our Health Care Facilities (HCFs). As an agent on 8/19/2024,
you have pulled ticketing data and analyzed the last seven interactions across five different
HCFs. Based on this data, your goal is to determine which facility is most at risk of churning.
Guide to Datasets:
● Status Definitions:
○ Open: The ticket is newly opened, and no response has been sent to the HCF
yet. Our SLA for responding is 24 hours.
○ On-Hold: We are waiting for an action from CBH to resolve the issue.
○ Pending: We are waiting for a response from the HCF to proceed with resolving
the issue.
○ Closed: The issue has been resolved.
● CSAT (Customer Satisfaction Score):
Scores range from 1 to 5, with 1 indicating the lowest satisfaction and 5 indicating the
highest satisfaction.
Find data here ➡️ , Ticketing Data
docs.google.com/spreadsheets/d/1IuX9FV0YotjWh3Ys49E7Kn4A2P-xqJbvIgk5hW4YiP0
/edit?gid=1539294695#gid=1539294695
Your Task:
1. Based on the provided information, identify which facility is most likely to churn.
2. Explain your reasoning in detail.
3. Compose an email response to the identified facility to address their concerns and
attempt to retain their business.
