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?

"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."

"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."

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.

Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.