What patient care philosophy or customer care philosophy will you bring to our team at Aetna?

Why the Interviewer Asks This Question
How to Answer
1st Answer Example
2nd Answer Example
Community Answers

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.

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.

"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."

"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."

Anonymous Answer

"The patient is our customer and my number one priority. It's important that you make the customer feel good and smart. They need to know that you are there for them and that you care and that you are going to follow thru on your promises."

Amanda's Feedback

You've answered well! You've made sure to keep the customer at the center of your philosophy and shared how you make sure the customer knows he or she is valued. Consider sharing an example of a time when you put your philosophy into action resulting in greater customer loyalty or retention.