Aetna Mock Interview
Practice 35 Aetna interview questions covering healthcare strategy, member services, and values-based scenarios.
Question 4 of 35
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?
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Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.
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.
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"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."
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"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."
Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.
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.
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Anonymous Answer
I remember speaking with a gentleman about his coinsurance. He was very upset and wanted me to know that he did not have any coinsurance. After he spoke for a minute I realize he thought coinsurance meant other health insurance. I let him finish talking and assured him we did not show him as having any other health insurance and then I went on to explain to him what coinsurance meant. Once I explained, he was OK and glad I had explained it to him.
Amanda's Feedback
Terrific! You've used a great example that demonstrates your strong customer service and problem-solving abilities.
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