35 Aetna Interview Questions & Answers
Below is a list of our Aetna interview questions. Click on any interview question to view our answer advice and answer examples. You may view 5 answer examples before our paywall loads. Afterwards, you'll be asked to upgrade to view the rest of our answers.
Behavioral
1. At Aetna, we believe in continuous feedback. Tell me about a time you received constructive feedback. What did you do after hearing this?
Why the Interviewer Asks This Question
To provide the best service possible, Aetna consistently requests feedback from their accounts and insured members. To seriously consider you for this role, your interviewer wants to know if you can take constructive criticism in your work in a healthy manner.
Written by Ryan Brunner on July 6th, 2022
How to Answer
You can't be afraid to give or receive criticism in today's workplace. It is ok to be candid in your answer, as long as you show your interviewer at Aetna that you heard the feedback and did something about it.
Written by Ryan Brunner on July 6th, 2022
Answer Example
"I received feedback from my manager last year because I was pushing for so many new ideas, it seemed like I knew more than everybody else- especially some of the staff who had been here for many years. I took this feedback and decided to include others on my team in shaping some of the new ideas I had before bringing them up in the team meeting. This approach helped to get their buy-in."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
Behavioral
2. How have you handled stress on the job in the past?
Why the Interviewer Asks This Question
Due to high volume workloads at different times of the year, the work at Aetna can become stressful, and your interview has likely witnessed the effects of burnout in their department. In asking this question, they would like to know if you can appropriately handle the stress related to this job.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Discuss how you can thrive, even during the most stressful times. Keep your answer brief. If you can, provide an example of a time you implemented a stress-management technique in your current role when things got tough.
Written by Ryan Brunner on July 6th, 2022
Answer Example
"I handle stress very well, and when you call my references, they will attest to this fact. When I am under pressure on the job, I focus on the task at hand and make sure not to get distracted. Staying on a deadline is very helpful, and I will delegate when necessary to alleviate some stress."
Written by Ryan Brown on July 6th, 2022
Behavioral
3. Talk about a time you had to work closely with someone who had a problematic personality.
Why the Interviewer Asks This Question
In the fast-paced and cutthroat world of a world-class health insurer at Aetna, you will work with some difficult people. In asking this question, your interviewer wants to know how well you work with others despite a difference in personality.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Your ability to adapt to various people, regardless of a positive personality match, shows that you are mature and professional even when factors are not ideal. Avoid extreme responses and speaking negatively of others or naming people. Also, avoid telling the interviewer that you always get along with everyone. Most interviewers will interpret a cliche response like that as dodging the question.
Focus on when your work style was different from another person's, but you still had to complete a project together. Discuss, in a positive tone, how you made it work!
Written by Ryan Brunner on July 6th, 2022
Answer Example
"In my previous job, I had a team member who would scoff at other co-workers' ideas in meetings. As the Marketing Manager, I knew I could not let this behavior continue. The HR Partner and I approached this person to discuss our company culture and how his behavior disrupted the environment. We wanted to create a resolution with this person. He did not want to work in our division as he felt the projects were too 'junior' for his experience. He ended up requesting and receiving a transfer. By initiating an open conversation with this person, we uncovered his need. We also met the needs of our team by protecting the positive culture we had worked so hard to create."
Written by Ryan Brunner on July 6th, 2022
Behavioral
4. At Aetna, we want a world class call center where each team member is empowered to give feedback to others. Tell me about a time you gave feedback to a colleague.
Why the Interviewer Asks This Question
A true team effort is required at Aetna, and part of a strong team effort includes providing feedback to your colleagues. Your interviewer wants to ensure you are comfortable giving feedback to others, even if you aren't a supervisor.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Demonstrate that you are confident in delivering a feedback message to others by talking about a time you did just this. Talk about the issue you noticed that required feedback and how you delivered it respectfully and encouragingly.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"I heard my colleague on the phone, and she was struggling from the very beginning. I could hear the agitation in her voice after 30 seconds into this call. I couldn't hear what the caller said, but I could hear her frustration. After the call ended, I asked her what happened. She said the caller was rude and very upset, and she felt hurt about what he was saying. I talked with her about some ways to handle upset customers and about listening and staying calm. She said she knew that, but I told her that frustration was very apparent. She seemed a little off-put for a few days, but later in the week, she thanked me for being honest with her."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"We were listening to some calls as a group to learn from each other. I noticed that people have a hard time speaking up when we are in these situations, but I try to find one positive and negative thing to say about each call and the way the representative handled it. I'm not afraid to voice my opinion, and I know it will help not only the rep who dealt with that caller but the whole team."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
Behavioral
5. At Aetna, sometimes we have to make difficult decisions about whether or not a medical service is covered. In the past, how did you put aside your personal feelings for the good of the business?
Why the Interviewer Asks This Question
In the health insurance and claims industry at Aetna, you may have to make difficult decisions, and some of them don't feel great. Your interviewer needs to know that the candidate they hire will come with the ability to face these difficult decisions with ease and class.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Ensure the interviewer knows you can handle a difficult situation and do your job effectively by talking about a work situation in your past where you had to make a difficult decision that impacted others. You want to make sure your interviewer knows why this decision was important, how you communicated it to those impacted and what the result was.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"I was working with a patient who had a procedure that wasn't covered. There was an alternative that was covered, but she had decided that wasn't the best route for her to take. I felt awful giving her this news, but I knew I couldn't approve of it. I did mention the scenario to my leader to double-check I had done the right thing, and she verified that I made a good call."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"I have a lot of empathy for others, so these situations are hard. I worked with a gentleman who had a denied claim and tried to point him in the direction of community resources that could help him pay for some of his expenses. I also referred him to a social worker at the hospital where he had his surgery to see what resources and payment plans they could come up with for him. I tried to give him the best service and look into as many alternatives as possible."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
Behavioral
6. At Aetna, innovation is important to us. Give an example of an innovative idea you've had recently.
Why the Interviewer Asks This Question
Inspiration and innovation have been key to Aetna's success and contributed to its rise to prominence in the health insurance industry. Your interviewer needs to know that you can bring an innovative approach to your work with them.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Before your formal interview with Aetna, put some serious thought into a time you helped spark a creative idea to help innovate your work. Paint a clear picture of the situation and the effort you put forth for a great result.
Written by Ryan Brunner on July 6th, 2022
Answer Example
"When I started in my current role, I noticed we were spending a lot of time playing phone tag with our clients. I started to use a calendar app that syncs with my Outlook calendar to eliminate all of the back and forth. After implementing this, I think I have saved four hours a week. I showed it to my teammates, and now the whole company is using it!"
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
Behavioral
7. The health insurance industry is very complex, and all of our positions at Aetna require strong organizational skills and attention to detail. How do you ensure that your work is properly organized and highly accurate?
Why the Interviewer Asks This Question
Whether the role you are interviewing at Aetna is a customer-facing role, like account management or customer service, or a backend support role, like IT or finance, strong organizational skills and attention to detail will be crucial for any candidate. Your interviewer wants to understand how you prioritize these two qualities in your work.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Talk to the interviewer about how you ensure accuracy and organization in your day-to-day activities. Perhaps you use a particular app or software. Maybe you are a pen and paper person. Whatever your method, stress that you are successful in organizing your day.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"I am a highly detailed person, and I thrive on having a high level of organization in my day. This organization includes my scheduling, paperwork, and more. If I am offered a position with Aetna, you will never find me to be disorganized! I utilize my Outlook calendar and set alerts for myself for deadlines and important activities. My documentation is strong as well."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"I like to carry around a notebook and write down important things if I think there is a chance I will forget them. However, I put time and attention into using the latest technology that others on my team are leveraging so we can be more efficient. If there is a way we can share information, it will help everybody! As far as accuracy is concerned, I always take time to double-check my work and don't hesitate to ask a colleague to check things for me. In return, I'm always open to doing the same for my colleagues."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Rachelle's Feedback
Anonymous Answer
Amanda's Feedback
Behavioral
8. We want to hire people who can grow and thrive at Aetna. When have you stretched yourself in your current role and done more than what was expected of you?
Why the Interviewer Asks This Question
As one of the largest health insurers in the world, Aetna prides itself on growing from within. To understand your desire to grow and your ultimate career goals, your interviewer wants to know that you are scalable within the organization and can grow to a higher-level role in the future in asking this question.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Show your interviewer that you have the motivation to take on bigger responsibilities. Discuss a time when you solved a problem before your manager knew it existed or anticipated a need within the business. If you've ever asked to flex into jobs with more responsibility, this is a great time to discuss that.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"I noticed that my current department was utilizing Excel spreadsheets for complex reports when I started a few years back. The process was manual and took about one hour out of everybody's day. I noticed we had a new database tool after a recent software upgrade, so I researched it, tested it, and then brought the idea to my manager as an alternative. She loved the idea and has now asked me to train the team on how to use it."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"I'm excited for this opportunity to grow and prosper at Aetna. Two years ago, I noticed my team was tracking customer conversations slightly differently, making reporting very difficult. I developed a key so everybody knew exactly how to code and created consistency amongst the team. The data in the reports were much better and more accurate after that."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
Behavioral
9. We always look to hire employees with strong problem solving skills at Aetna. Talk about a problem you successfully resolved in the workplace.
Why the Interviewer Asks This Question
Problem-solving and dispute resolution are critical skills to possess in any role at Aetna. Your interviewer needs to know that their top candidate for the job can think critically on their own and make difficult decisions that come up daily.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Talk about a time you were creative, proactive, and displayed the leadership qualities required to resolve a workplace issue. In your answer, demonstrate to the interviewer that you are capable of problem-solving the common problems that come up in the role that you are interviewing for at Aetna.
Written by Ryan Brunner on July 6th, 2022
Answer Example
"In my most recent position, we had a consistent problem with employees showing up late for their shifts or calling in sick at the very last moment. Rather than the typical documenting and reprimanding style that management usually takes, I decided to track the results of an accountability reward system. For 180 days, I rewarded my employees for coming to work 10 minutes early. Also, for every month with zero sick days, I added a bonus. We awarded those with perfect attendance a $600 bonus. The bonus cost us less than the cost of lowered productivity due to absent employees. The program was a success, and upper management chose to keep it implemented for another six months. We will re-assess in December, but it seems to be working very well."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
Behavioral
10. Our goal is to hire ambitious people. Tell me about a time you went the extra mile, even when it may not have been required or asked of you.
Why the Interviewer Asks This Question
To achieve their mission of putting people at the center of everything they do, Aetna makes their decisions and works with integrity, caring, excellence and inspiration. All four of these qualities lead to going the extra mile for customers and stakeholders, and your interviewer wants to make sure you fit with Aetna's culture of service in this sense.
Written by Ryan Brunner on July 6th, 2022
How to Answer
When answering, highlight examples where you went that extra step without being asked. Explain why doing so was important and what end goal was achieved by you taking the time and effort beyond what was normal.
Written by Ryan Brunner on July 6th, 2022
Answer Example
"My manager asked me to review a spreadsheet of providers to make sure they were credentialed properly at a certain medical facility. Upon looking at the spreadsheet, I noticed many errors in the spelling of people's names and fields on the document that didn't make sense. Instead of just making sure they had all the missing pieces of the credentialing process, I cleaned up the entire spreadsheet so everything was accurate and the reports had the correct data. My manager was very happy for the extra time I took because it likely saved a lot of trouble and questions from others in the end."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
Behavioral
11. Many of our jobs at Aetna require us to do projects when there is down time. Can you give an example of a project you led start to finish?
Why the Interviewer Asks This Question
If posed this question during your interview with the team at Aetna, there's a good chance that some of your work will involve projects that fall outside your job description. Your interviewer would like to know if you can take on more work outside your normal job responsibilities and can flex higher-level skills if called upon to do so.
Written by Ryan Brunner on July 6th, 2022
How to Answer
The project you describe doesn't need to be huge in scope. Highlight what you did and why it was important to put the time and effort into this project. Make sure to reiterate to your interviewer that you are more than happy to take on any extra project work that time allows for if you are to be the successful candidate for the role you are interviewing for at Aetna.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"I always have a list of projects to work on in my current role, and I enjoy them. I had the opportunity to lead a project creating a peer feedback review process. My manager discovered errors in some of the work from our team. I had the idea to have a peer review the work. It took more time but was very helpful in reducing errors. We reduced errors by 90%. My manager was pleased, and the team was happy and proud of our work."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"Since I'm a new grad, I haven't led any projects at work yet, but when I was a college student, I completed a project for a local health care system where I audited all their credentialed providers. My goal was to see if there were any parts of the process I could automate so that the manual checks could be faster. I set up a feed with the state licensing board that eliminated the need for somebody to manually check their license. It was a great project, and I know I added value to them, even as a college student!"
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
Behavioral
12. You might have to have difficult conversations with clients or colleagues here at Aetna. Tell me about a difficult conversation you've had during your career. How did you handle that situation?
Why the Interviewer Asks This Question
Whether interviewing to work at Aetna in underwriting, claims, account management, or customer service, you will have some difficult conversations with those you work closely with. This is nobody's favorite part of the job, but your interviewer at Aetna must know you have the experience and ability to have difficult conversations in an impactful yet respectful manner.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Describe how you've kept your cool with difficult customers or colleagues in the past when faced with the challenge of having a difficult conversation. Discuss the situation and why being forthright was the right decision. Explain how you kept your cool. Then make sure to discuss what the result was.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"I know it isn't health care related, but when I was a waitress, I had an upset customer at the restaurant who didn't have his meat prepared the way he wanted. I apologized, but he was very upset to the point of yelling. I tried to stay calm, so I wouldn't appear rattled. He did stop eventually. I apologized again and told him I would comp his meal and talk to the chef. I also asked him if he would like to order something different. He chose another option and was quiet after that."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"I used to work in a call center, so I often had customers upset about waiting a long time to talk to a "live person." I had one customer who went on and on about the value of her time and how she couldn't believe it took her this long to get a real person on the end of the line. I let her vent and then apologized. I told her I was here now and asked how I could help her. I listened very carefully to what she needed, and instead of passing her to another individual when she asked me a question I didn't know, I put her on hold while I found the answer. She was grateful for my help and had calmed down by the end of the call."
Written by Ryan Brunner on July 6th, 2022
Behavioral
13. This role at Aetna will have large patient data sets to analyze. Tell me about a large data set you had to analyze and how you added value through your analysis.
Why the Interviewer Asks This Question
Data analysis is becoming a critical part of any role at Aetna due to the astronomical number of healthcare members they serve and the constant change in healthcare regulations. If the role you are interviewing for at Aetna will entail analyzing patient data and information, your interviewer will want to know that you have solid data analysis skills.
Written by Ryan Brunner on July 6th, 2022
How to Answer
As you answer, discuss an analysis you did that truly made an impact on the business you were working for. Discuss what the data set was and the analysis you performed. Make sure to highlight the abilities you will bring to this team regarding data analysis.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"While looking at year-over-year data, I noticed a huge increase in the number of claims for heart-related incidents in March and April. I researched the patient demographics in the 45 and under category, and it was an unusually high number of women. I pulled in our community relations team, and they started asking more questions while doing community engagement events. The stress and anxiety levels of women in that age bracket were very high. After showing my leader this data, she worked with the community relations leader to provide more outreach and education to women in this group. Our efforts resulted in a smaller number of claims the following year."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"In my current position, I must watch our department budget like a hawk. I have to analyze financial data month over month and year over year to ensure everything aligns. I enjoy this work as it is like putting puzzle pieces together so that all of our needs are met."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
Behavioral
14. The health insurance industry is strongly influenced by changing legislation. How do you stay current with new rules and regulations that impact our industry?
Why the Interviewer Asks This Question
In recent history, the government regulation of the health insurance industry has changed how Aetna does business. No matter your future role with the organization, you need to ensure that you are aware of changing laws and how they will impact your work. With this question, your interviewer wants to make sure you are staying up to date with changing regulations that impact your work and that you are motivated to do so.
Written by Ryan Brunner on July 6th, 2022
How to Answer
You have to be aware and able to recommend changes that need to happen in the organization to comply. Discuss how you stay current in your field and the changing regulations that come with it. This can include any journals you read, any CME you pursue, and any organizations you belong to.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"I subscribe to several blogs on this topic and read the news. I try to take 15-30 minutes a day during lunch to read. If anything I'm hearing would cause a major process change, I think about whether or not I can handle it for my team or if it needs to be taken to my leader."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"I joined an association that sends out updates when a regulation changes that could impact our function. We talk about best practices at each of our companies and share information. I also have a solid network of professionals across the industry that I converse with regularly."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
Behavioral
15. At Aetna, we do a lot of community education to help the people in our local communities understand their health insurance. Tell me about outreach you have done in the community in your previous role.
Why the Interviewer Asks This Question
Aetna provides insurance coverage to every demographic in the world, and part of this privilege is providing education to the communities they serve. Your interviewer wants to ensure you are comfortable providing education to the public by having you talk about a time you have done community outreach and that you understand Aetna's mission to provide community service in many ways.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Discuss your experiences providing community education or outreach during your career. Discuss why it was important and what you gained from it. Then, be sure to research and discuss any of Aetna's efforts that interest you.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"In my current role, I have led sessions at community meetings for people who might not know what kind of coverage they have. This is one of the best parts about my job because I can see the light bulb go off in their heads when they see how their specific insurance plan applies to them and what kinds of free and preventative services are available."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"I love volunteering in my town. I signed up to be a mentor for a girl in my community, and I read to her every Tuesday. I haven't had the opportunity to talk about health insurance to a public audience, but I get asked a lot of questions at family dinners and holidays. I provide a wealth of education to my own family about how to make the most out of their insurance and understand the claims process and look forward to taking this responsibility on in a greater fashion here at Aetna."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
Behavioral
16. At Aetna, you may work with patients and customers who are confused or upset about their medical insurance. Tell me about a time you had to teach and train an upset customer. How did you handle the situation, and what was the outcome?
Why the Interviewer Asks This Question
Health insurance can be very complex for the average consumer. Aetna puts people first in all they do, but you may face challenging customer situations where you have to educate a customer when they are upset or confused. Your interviewer wants to know if you can handle an upset person.
Written by Ryan Brunner on July 6th, 2022
How to Answer
In the situation you discuss, you'll want to show that you cared about the caller and had empathy for their needs. Showcase your problem-solving skills and ability to handle a high degree of emotion on the phone without getting rattled while helping the customer and getting them what they need.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"I had a caller the other week crying because her insurance didn't cover a procedure she had a month prior. She stated that she couldn't afford to pay the bill. I let her talk without interrupting her and listened. I repeated what the issue was to make sure I understood her correctly. I took her information and looked up her account to see what her insurance covered. I discovered that our insurance covered 80% of the procedure, but she had to pay for the other 20%. Through further conversation in a calming voice, I was able to tell her that insurance did cover a big portion of the procedure and gave her the number of the financial assistance office at the hospital to see if they could put her on a payment plan for the remaining portion. I knew from my experience that most health care systems offer this. She sounded relieved when we hung up and thanked me for my help."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"I had a caller who didn't know what his statement meant- he said all of the medical terminologies didn't make sense to him. I wrote down his questions, pulled up his statement, and walked him through each part to help him understand the statement. He didn't have any payments he would be responsible for, so he was very happy. He didn't know this until I took the time to walk him through the statement. He thanked me at the end of the call."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
Behavioral
17. Aetna invests in the latest technology to create efficient work flows. Tell me how you've gone about learning new technology in the past.
Why the Interviewer Asks This Question
In health care, technology changes rapidly. From hospitals and clinics to insurance providers, healthcare staff needs to be flexible and adaptable to learning new technology, and this is especially true at Aetna. Your interviewer needs to be sure you would join Aetna with the ability to learn their systems quickly and be able to adapt to their changing technology in the future.
Written by Ryan Brunner on July 6th, 2022
How to Answer
As you answer this question, demonstrate expertise in electronic systems and embrace learning new technology. Talk about a time you were required to learn new technology in the past on the job. Paint a clear picture of the technology, what you had to learn, and how you went about training. Make sure your interviewer walks away knowing that you will be adaptable to changing technologies now and in the future.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"I currently use a proprietary CRM that our company developed. I use it to track my conversations with customers. I also use all of the Microsoft Office tools and especially love OneNote. These tools have eliminated my need to have post-it notes, and I'm better able to keep track of everything. When I started this role, it took me about one week to learn the system, and then I was fully up and running."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"In my internships, I used a lot of Office 365 tools, especially PowerPoint and Excel. I have put together at least 20 presentations this year alone! Learning new technology comes easy to me because I grew up with it and can watch YouTube videos if I don't understand something right away."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
Behavioral
18. You may work with confidential patient data in this role at Aetna. Tell me about a time you followed HIPAA regulations even when it wasn't easy or convenient to do so.
Why the Interviewer Asks This Question
The HIPAA privacy laws are paramount in the health insurance industry. The amount of patient data you may have access to as a staff member at Aetna is overwhelming. In asking this question, your interviewer wants to hear about your experience handling confidential patient data with the highest integrity.
Written by Ryan Brunner on July 6th, 2022
How to Answer
First, discuss the roles that exposed you to confidential patient information and HIPAA laws. Show your understanding of the rules while displaying your integrity in upholding them in those roles. Don't hesitate to discuss any formal HIPAA education training you've received in the past. If you don't have direct experience with HIPAA and patient confidentiality, reiterate your understanding of their importance at Aetna.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"While faxing over some patient data to a clinic a couple of years ago, I didn't get a confirmation back. I checked the fax number, and it was not correct and went to the wrong location. I could have just walked away and gone back to my desk, but not knowing who was on the receiving end of that data, I had to report the incident. I felt awful about it, but it was quickly resolved, and if I had said nothing, it could have escalated into a huge fine for the company. Plus, I'm an honest person, so I had to tell the truth."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"My neighbor got into a car accident a few weeks ago and told me that some of her claims had been denied. She begged me to go to work to see what I could find out. I had to tell her there was no way I could do that. It was a huge HIPAA violation. I told her to call our call center and ask for Lynn, who I knew could help her. I felt bad that she put me in that position, but good I could give her a person to call who could hopefully address her concerns."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
Communication
19. How would you describe your written communication skills?
Why the Interviewer Asks This Question
Being a bright communicator in written form is an essential skill to master. Given the amount of written communication you will be doing in this role, your interviewer wants to hear that you would join their team with confidence in your writing skills.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Discuss any courses you have taken in communication, journalism, or writing. If you have a sample of your written communication in the form of a report or a work-related article, you can bring that example. Talk to the interviewer about your written communication abilities and support your answer with direct experiences. Don't hesitate to discuss your clear and concise communications through email.
Written by Ryan Brunner on July 6th, 2022
Answer Example
"I would describe my written communication skills as succinct and rate myself as a 9/10. I have always had a penchant for writing and have taken university courses related to communication, writing, and journalism. In my current role, my colleagues and customers have praised me for my style of communicating through email and said that my style is clear and educational."
Written by Ryan Brunner on July 6th, 2022
Communication
20. This role would involve sales to new partners who want to offer their employees our health insurance. How do you have meaningful discussions with prospective clients?
Why the Interviewer Asks This Question
If the role you are interviewing for at Aetna is sales related, your interviewer will be looking for you to display a wide array of sales skills. With this question, your interviewer is looking to see how you add value through the sales process to prospective clients.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Gone are the days of calling around and fishing for information. You can find most of what you need online. You need to be prepared for your sales pitches so the door doesn't slam in your face. Make sure to discuss the ways you have brought value-added propositions to your sales tactics in the past.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"At Aetna, I would always look to research the financials and employee demographics of any prospective customer to understand how our insurance products could be the best benefit to them. Then, I would ask around to see who the decision-maker is so that I'm trying to get in front of the right person. When I would call, I'd be able to present a data set that makes it hard to refuse a meeting with me!"
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"In my current role, I utilize all of the Salesforce tools to keep good notes about all of my prospective clients. I remember things about them that seem small but give me an edge. I do much more listening than talking to understand their pain points and then put solutions together that specifically address their needs, not what I think they need."
Written by Ryan Brunner on July 6th, 2022
Communication
21. What is your process of explaining technical information to people who aren't technical?
Why the Interviewer Asks This Question
Aetna works with providers and clients that utilize their insurance services. However, while physicians and clients are smart, many are not familiar with the platform and don't know about new technologies. Your interviewer needs to know that you can effectively handle the educational duties that this role at Aetna entails.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Explain how you have effectively communicated technical info on the job in the past. Discuss what technical information you had to impart and who your audience was. If you ever received direct feedback on your ability to do this effectively, this is a great time to discuss that.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"I try to determine their level so I can speak to it. I give examples of the technology and visuals to explain what it does. I also walk through the data visually so they can see the impact of the numbers."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"In my current position, I speak in the simplest terms possible. If I get more technical questions from the group, I will up my game a bit and speak more technically, but then re-phrase for those who aren't at that level."
Written by Ryan Brunner on July 6th, 2022
Discovery
22. What inspired you to apply for this position at Aetna?
Why the Interviewer Asks This Question
Your interviewer at Aetna knows that passion, inspiration, and drive are keys that any great employee possesses. They are looking to hear what led you to consider and apply for this role and to hear that you are motivated to succeed in the role.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Pick out exciting elements from the job post and specifics about Aetna that you love from your research, making sure to show enthusiasm and passion in your answer. If a friend or current employee recommended you apply, talk about your relationship and what they said that you found awe-inspiring.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"I applied for this position at Aetna because I want to make navigating health insurance easier for everybody. I've watched my parents struggle with this over the last five years and know there has to be a better way. I saw that this is one of your strategic initiatives, and I could truly make an impact in this role."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"I wasn't actively looking for new roles a month ago, but after reading the job ad for this role, I couldn't pass it up. It sounds like an exciting adventure into some new spaces for the company, and I love building new programs and systems. Aetna is the most reputable organization in the health insurance marketplace and has a vision that I would love to be a part of."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
Discovery
23. What skills do you believe you possess that will help you deliver excellent customer service here at Aetna?
Why the Interviewer Asks This Question
Even before applying for a role at Aetna, you have to realize that customer service is the driving force of the organization. If they are to seriously consider you to help live their mission of putting people at the center of everything that you do, your interview needs to make sure that you have the skills to help deliver.
Written by Ryan Brunner on July 6th, 2022
How to Answer
To deliver excellent customer service, you need to recognize your skills and play off of those. If you are naturally not a smiley person who gives hugs, then being a smiley person may come off as fake. Think about your natural personality and how you can use those characteristics to deliver stellar service on the job. You can discuss communication, patience, empathy, and compassion.
Written by Ryan Brunner on July 6th, 2022
Answer Example
"I believe my networking skills add to my customer service. If my client mentions another need, there is a good chance that I know somebody in the local market who can assist. It's great to help out other businesses through client referrals as well, and the client never forgets your willingness to step outside of your zone to help."
Written by Ryan Brown on July 6th, 2022
Education
24. Tell me about your healthcare-related education and training.
Why the Interviewer Asks This Question
Your interviewer has reviewed your education and knows you meet the minimum qualifications for the job. In asking this question, they hope to hear you discuss your formal education and training in detail and how they have helped prepare you for success at Aetna.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Take a few minutes to walk the interviewer through your formal post-secondary education and any on-the-job training. Talk about your most positive take-aways from your post-secondary experience, and be sure to tie in how that experience will help you succeed in this position.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"Growing up, my dream was to become a nurse, but I don't like all the bodily fluids associated with it! I have strong attention to detail and am good with numbers and analysis, so I decided to pursue a Medical Coding degree. I had some great internships where I had to balance many responsibilities at one time, preparing me for a job at Aetna."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"I decided to pursue a degree in Health Information Management after learning more about it at a college visit. I had no idea what it was, but I'm so happy I found it. The courses were so interesting, and there is much more to them than people realize. I had to do a lot of multi-tasking with a full course load plus an evening job to pay for college. This experience with time management and the specific HIM courses I took will prepare me well for this role at Aetna."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
General
25. If Aetna hired you today, what would you accomplish first?
Why the Interviewer Asks This Question
When you start a new position at Aetna, it is essential to set a goal to make a positive impact quickly after being hired. This question allows your interviewer to gauge your commitment to initial success in the job if you are the best candidate.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Tell the interviewer about your goal should you be a successful candidate. If you want to make an impact with your answer, refer to the immediate needs of the role at Aetna. Research the job and department you are interviewing with to better answer this question.
Written by Ryan Brunner on July 6th, 2022
Answer Example
"It is important to understand the business inside and out, so I would want to meet with my new colleagues I would be working with in all cross-functional areas. Then, I would work with you on a 30, 60, and 90-day plan so we can review the most important elements to work on."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
General
26. We encourage professional curiosity and an entrepreneurial mindset in our workplace. If you could start your own business, what would you do?
Why the Interviewer Asks This Question
To get to know you better and how you will fit with the team at Aetna, your interviewer will pose a few questions that will dive into your passions in life. With this question, they want to hear you talk about your dream job or business that you would run.
Written by Ryan Brunner on July 6th, 2022
How to Answer
The interviewer wants a glimpse into your passion outside of work and your savvy as a small business owner working with your own budget. It is ok to be creative with this answer to give your interviewer a glimpse into who you are personally.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"I love teaching yoga and have dreamed of opening my own studio. I have a plan to achieve this, from the space to how many classes per week and how many workers I would need. I still need a bit more capital to get it off the ground, but I hope to have this side business one day. Yoga is amazing for health and wellness, and it has helped me greatly in my life."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"If I could start any business, I would do photography professionally. I love taking pictures and experimenting with lenses, angles, and technology. I have taken pictures for friends and family, and they seem happy with my work."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
General
27. What is your first reaction when you do something wrong in your work?
Why the Interviewer Asks This Question
A common theme that will continue to come up in your research of Aetna before and during your interview is integrity. How you react to an error made on the job will tell the interviewer a great deal about you and the level of integrity that you would bring to their team.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Before your interview, put some thought into a time where you took accountability for your actions on the job and did what was necessary to fix a mistake. Don't hesitate to be open and honest as you answer, as long as you can discuss the lesson learned and the steps you took to rectify the situation.
Written by Ryan Brunner on July 6th, 2022
Answer Example
"My first reaction when I do something wrong at work is to own it. How can anything be repaired if nobody even has a chance to fix it? In the first month of my current job, I realized that I had misquoted a customer a price that was too low. Knowing that the consequences could have been pretty bad in this situation, I immediately contacted them back and explained that I had misquoted them and took the time to apologize. While they were certainly a bit disappointed, they thanked me for quickly following up with them."
Written by Ryan Brunner on July 6th, 2022
General
28. If you could expand your knowledge and expertise in any area of the health insurance industry, which area would area you choose?
Why the Interviewer Asks This Question
During your interview with Aetna, your interviewer would like to dig deeper into your areas of interest in the healthcare industry. They want to know that your passions align well with what Aetna is ideally offering.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Talk to the interviewer about the areas of the health insurance industry that pertain to your work you would like to focus on most. If you are new to the industry, this may require some homework before your interview. Connect that information to what the position at Aetna would be offering you.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"If I could expand my expertise in any area, I would choose a role that had the most impact on patient lives. That is one of the reasons I applied here at Aetna. I feel that your focus will be a great fit with my long-term career goals."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"I would love to explore becoming a part of your account management team at Aetna down the road once I gain experience and prove myself. The day-to-day service of some of your largest accounts would be a job I would love and thrive in."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
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Amanda's Feedback
General
29. What patient care philosophy or customer care philosophy will you bring to our team at Aetna?
Why the Interviewer Asks This Question
As you are likely aware from your time researching Aetna and the job you are interviewing for, they are an extremely people-centered organization and have made the people they work with the center of their mission. In hopes that you have a solid customer care philosophy, your interviewer wants to hear you discuss what you feel is important to providing the best service in the job you are interviewing for.
Written by Ryan Brunner on July 6th, 2022
How to Answer
It's always a great idea to research Aetna before your interview, paying close attention to its mission, values, and culture. Get to know their care philosophy so your answer can reflect what is important to them. In your research, you'll find that common themes center around integrity, caring, excellence and inspiration, and it is a great idea to incorporate at least a few of these qualities in your answer.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"Every day at work, I remind myself that everyone I come across has their struggles. Every person we care for has a story. I make sure to get to know my customers as best I can. Everyone has the right to be treated compassionately."
2nd Answer Example
"Throughout my career, providing the best service and care to those I've worked closely with has come down to respect, compassion, and reliability. At Aetna, I would treat everyone I work with with the same respect I want to be treated with and show them compassion at all times. My knowledgeable approach and accurate work would help build that respect further."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
General
30. To work at Aetna, you have to be passionate about compliance and accuracy. Tell me why this is important to you.
Why the Interviewer Asks This Question
Many people might not understand why the areas of billing and medical coding in claims are important at Aetna. Your interviewer wants to ensure you aren't just looking for your next job, but you genuinely care about the impact your role can make for the insured members you will be taking care of.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Talk about the importance of compliance and accuracy in your work in the past. If you've had to work under stringent compliance policies in any role, now is a great time to talk about your compliance training. No matter how you answer, make sure your interviewer walks away knowing that you prioritize accuracy and compliance in your work.
Written by Ryan Brunner on July 6th, 2022
Answer Example
"We've all been on the receiving end of an incorrect bill. People who have been to the hospital or clinic don't have the time or energy for those mistakes. Through my work, I can make sure patients can focus on getting better rather than making phone calls to figure out an incorrect bill. In my current position, we have strict compliance policies for reporting errors. I've also been trained in our reporting system and trained my department on it. Details in my work are a priority and always require my full attention, and I'd love to bring this same attitude to work at Aetna."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
Leadership
31. At Aetna, we believe in transparency with our health insurance customers and our employees. Tell me about your leadership style in regards to transparency.
Why the Interviewer Asks This Question
Integrity is one of the core values in how Aetna brings a customer-centered approach in all they do, and transparency is a vital element to bringing integrity to this job. Your interviewer wants to hear that you will always promote transparency in your work with the organization.
Written by Ryan Brunner on July 6th, 2022
How to Answer
The modern job seeker knows that employers make mistakes and are likely to forgive mistakes as long as there is transparency and ownership. Talk to your interviewer about ways you brought a transparent approach to your work, even when it may have been difficult.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"I try to be a vulnerable leader at work. Openly discussing mistakes and errors teaches the team that it is ok to fail, but hopefully, we fail fast and then move on to solutions that work. Transparency leads to innovation."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"I start all of my team meetings with successes and failures, and everybody has a chance to say what is on their mind. This regular exercise gets the team comfortable talking about the things that aren't going well and are often hidden. We've been doing this for six months, and the room went from quiet to very enthusiastic and supportive."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback
Operational
32. At Aetna, how will you connect with a customer you are working with virtually?
Why the Interviewer Asks This Question
At Aetna, many roles involve customer service with people on the phone, in chat, or via email. Your interviewer needs to know if you can effectively resolve their questions while building a relationship and that you will have a plan for doing so if hired for this role.
Written by Ryan Brunner on July 6th, 2022
How to Answer
If you have direct experience working in a virtual environment and with colleagues, talk openly about that experience and the tools you used to build great relationships and work effectively. If you don't have experience in a virtual environment at this point in your career, that is okay. Explain that you have a plan for success in this environment at Aetna.
Written by Ryan Brunner on July 6th, 2022
Answer Example
"When I am having a virtual conversation with a client in my current role, I try to be as personable as possible. I can typically see what area of the country the customer is in, so I ask them about the weather or a sporting event in their town while resolving their question. My drop-off rate is pretty low, so I think this approach has worked well."
Written by Ryan Brunner on July 6th, 2022
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Anonymous Answer
Kevin's Feedback
Operational
33. At Aetna, we have many health insurance competitors that we need to have a pulse on. In your current role, how do you stay up to date with competitors?
Why the Interviewer Asks This Question
All private health insurance companies are vying for the business in a pretty stiff market, and this is especially true for a major player in the market like Aetna. Your interviewer is ideally looking to hear about your competitive spirit in your work and that you always look to keep a pulse on your competitors.
Written by Ryan Brunner on July 6th, 2022
How to Answer
If a competitor has a product that could impact the business at Aetna, you need to know. Likewise, if a competitor is struggling, you might be able to create an advantage for Aetna. Talk to the interviewer about how you kept tabs on your competitors in the past.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"I set up Google alerts for all the major competitors so I can follow them. I read in an obscure business journal about one of our competitors having financial trouble, so I reached out to several of their clients the next day to see what the pulse was. They were also nervous and uncertain about the future of their current provider, so they were much more willing to have conversations with me about our product. I'm still in the middle of the contract process, but it looks promising so far."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"I have relationships with all of the sales team members at our major competitors. I find it easier to have friends versus enemies because I know what is happening at their companies before it hits the news. Because I've built a solid relationship with that sales team, they give me leads that could be a good fit for our business and don't fit their product offerings. I try to help them when I can and when it makes sense."
Written by Ryan Brunner on July 6th, 2022
Operational
34. How will you demonstrate sensitivity to others that have a different background than you at Aetna?
Why the Interviewer Asks This Question
Aetna is an organization with a strong focus on a diverse and inclusive workforce that serves communities and members with the same level of diversity. Your interviewer needs to know that you would come to Aetna with the same philosophy on diversion and inclusion of all underrepresented groups.
Written by Ryan Brunner on July 6th, 2022
How to Answer
Show the interviewer that you are a professional individual who acts and reacts with correct behavioral and emotional responses in the workplace. The interviewer would like to know specifics on your approach to demonstrating sensitivity to others with different cultural beliefs and backgrounds than yours.
Written by Ryan Brunner on July 6th, 2022
Answer Example
"Sensitivity in the workplace is incredibly important. I demonstrate sensitivity to others by respecting the needs, emotions, and beliefs of everyone on my team. I can adapt to the concerns and needs of various groups, no matter how different they are from me. I work very hard to cultivate healthy and trusting relationships with members of my team while also being a consistent example to my co-workers of team member relationships."
Written by Rachelle Enns on July 6th, 2022
Operational
35. At Aetna, we have many positions where employees work remotely 99% of the time. How would you set yourself up for success in a home office?
Why the Interviewer Asks This Question
In recent years, Aetna has decided to have more and more of its workforce telework from home. If the role you are interviewing for is remote, your interviewer wants to hear that you have a plan in place for how you will work from home successfully.
Written by Ryan Brunner on July 6th, 2022
How to Answer
In reality, some people can't handle the lack of structure that working from home entails, so you'll need to stress that you can be very productive in this environment. If you have experience teleworking, that is great! Discuss the details of your work schedule, your role, and the tools you used to be effective in your work. If this will be your first venture in teleworking, be sure to come to your interview with a plan for success.
Written by Ryan Brunner on July 6th, 2022
1st Answer Example
"I was able to work from home a few days a week in my last role. I follow a specific routine. Working in pajamas does NOT happen in my house- I dress as if going to work, go to a specific office space in my home, and take regular breaks as I would in the office. I utilize Skype and chat features to keep in touch with colleagues, so it doesn't feel isolating."
Written by Ryan Brunner on July 6th, 2022
2nd Answer Example
"I enjoy the flexibility that working from home offers. Last year, when I was in school, I had several online courses. I made sure I was in a quiet place, free of noise and distraction, so I could fully focus on the material. I also took advantage of the online communities, so it felt like my "classmates" were accessible. I also met with people face-to-face when I had the chance. I would use all of these tools in this position."
Written by Ryan Brunner on July 6th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Amanda's Feedback