Meridian Health

Company Overview

Meridian Health operates three outpatient physical therapy clinics across the greater Denver metro area, with a mix of licensed therapists, front-desk staff, and billing specialists. The clinics pride themselves on patient outcomes, but internal HR processes were stuck in the paper-and-email era.

The Challenge

Performance reviews were a persistent pain point. Clinic managers were too busy with patient care to complete evaluations on time, leading to a dismal 40% completion rate. HR had no visibility into who was falling behind until deadlines had already passed. The three-week average turnaround for completed reviews meant feedback was often stale by the time it reached employees. Low manager engagement created a negative cycle: employees felt unrecognized, and turnover among front-desk staff hit 35% annually.

The Solution

• 1

  Rolled out Kova's performance review module with gamification features, including XP rewards, completion streaks, and a team leaderboard visible to all clinic managers.

• 2

  Configured automated nudge notifications that reminded managers 72 hours, 24 hours, and 2 hours before review deadlines.

• 3

  Used AI-generated review summaries to give managers a starting draft, cutting the time to complete each review by half.

• 4

  Implemented continuous feedback alongside formal reviews, so employees received recognition between review cycles.

The Results

Testimonial

“The gamification changed everything. Our clinic managers actually compete to finish reviews first now. One of them joked that she checks her Kova streak before her email in the morning. But the real win is that our therapists feel seen. We went from barely getting reviews done to having managers proactively giving feedback between cycles.”