At Aetna, we believe in continuous feedback. Tell me about a time you received constructive feedback. What did you do after hearing this?

"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."

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.

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.

"In one of my quarterly reviews, my manager commented that sometimes even when I didn't actually say anything, I guess I had a look on my face that was saying a lot. So this is something she made me aware of and something I have to watch."

How have you handled stress on the job in the past?

"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."

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.

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.

Talk about a time you had to work closely with someone who had a problematic personality.

"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."

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.

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!

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.

"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."

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.

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.

"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."

"I had to talk with a fellow QA one time. We had been on a call together and she sounded so disinterested I felt like everyone must hear it. I considered her a friend too so I did pull her aside and let her know how she sounded. She said she had some other things going on and she didn't realize. She was really glad I had brought it up and she was going to call our manager and explain to her what the situation was."

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?

"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."

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.

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.

"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."

"There was a situation with a member who needed an expensive surgery for TMJ. Her doctor submitted the predetermination letter and it was denied. It was further reviewed by our Medical Director and completed all levels of the appeal process and the denial was maintained. Throughout all of this time, I was in frequent contact with the member and it was very difficult as she said she was in so much pain and I felt terrible for her, but each time we got another denial I would have to speak with her. After a review with her plan sponsor, we decided to do one last external review for her. I found a provider outside the company who was willing to do the review and unfortunately he also agreed that services were not medically necessary. I notified the plan sponsor and they asked me to notify the member. She was devastated and I felt for her. I let her know how sorry I was that things had not turned out differently and we parted as friends. Ultimately it was my role to administer the benefits as they were written."

At Aetna, innovation is important to us. Give an example of an innovative idea you've had recently.

"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!"

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.

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.

"At my current job, we process referrals and authorizations from faxes that are received. Some of our beneficiaries do not require a referral or authorization and in that case, we are to fax the referral request back to the provider. We were spending a lot of time looking up these provider fax numbers. I suggested we rework our referral form and ask the provider for the fax number. This was received as a good idea and new forms were created which has saved a lot of time."

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?

"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."

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.

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.

"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."

"I am very detailed oriented, and I thrive on having a very high level of organization in my day. This includes me planning out my week with a schedule of what I have to do, paperwork, and more. If I am offered a position with Aetna, you will never find me disorganized. I use my daily calendar on my phone by setting alerts for important activities as well as my pocket calendar. My documentation is very strong, as well."

"I use Microsoft Outlook to keep myself on track. I set up appointments and give myself reminders for tasks that need completion or I may flag an email that I need to come back to for follow-up. I also use excel spreadsheets to track audits performed and audits still needing to be done. I daily just jot down a to-do list also and that keeps me on track."

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?

"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."

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.

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.

"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."

"In my current role, we have a lead representative on the team that fields any questions that may come up during the workday. I have volunteered to fill in for her when she is out and assist the team. We also have an open group chat all day and sometimes coworkers ask questions there and I try to assist. When I help someone I like to share a link with them or otherwise tell them where that information can be found so they can learn and not just give the answer."

We always look to hire employees with strong problem solving skills at Aetna. Talk about a problem you successfully resolved in the workplace.

"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."

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.

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.

"We had an issue with the returned reworks aging and not being worked as quickly as needed. I spoke with my manager and we agreed that tasks should be shared amongst all the QAs instead of just one person doing it. After we did that, we had no more issues."

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.

"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."

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.

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.

"We had a CSR who was struggling with her quality. She had been with the company for a long time and this seemed unlike her. I monitored her for a while and realized that she didn't know how to use the computer program correctly and was missing a lot of information that was there for her. We both worked at home. She lived about an hour away from me. I drove to her house and spent the day sitting with her while working and showed her how to use the system. She was super grateful and her quality turned around immediately."

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?

"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."

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.

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.

"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!"

"At the animal shelter, we recently had our yearly fundraising event and we needed raffle prizes. I took on this task by contacting several local vendors and asking them for a donation. Some gave immediately and some I had to follow up with a few times via email or phone call. But I was able to secure several prizes. It turned out to be a few more than we had planned, and we raffled these at our event to make money for the shelter."

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?

"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."

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.

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.

"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."

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.

"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."

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.

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.

"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."

"In my role as Quality Consultant. I compiled results from the quality database and the first call resolution database for each team and share those results with them. This allowed the teams to analyze areas that needed improvement each month. And then also complied an overview report for all the teams for the division manager that was presented monthly."

The health insurance industry is strongly influenced by changing legislation. How do you stay current with new rules and regulations that impact our industry?

"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."

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.

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.

"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."

"I keep on top of any assigned training and stay current with policy updates and changes as they are released."

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.

"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."

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.

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.

"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."

"I used to attend, plan, and sponsor health fairs and we would be set up a table with pamphlets and the members would stop by and ask questions about the plan that was being offered. I enjoy talking to the public at events like that. I also serve on the board of our local no-kill animal shelter and attend all of our fundraising events. I have the opportunity to speak with everyone that visits."

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."

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.

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.

"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."

"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."

Aetna invests in the latest technology to create efficient work flows. Tell me how you've gone about learning new technology in the past.

"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."

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.

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.

"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."

"New technology is exciting to me. I love to try all the functions and see what data can be used to help our teams. That is in fact the sort of thing I was doing when I got the promotion to Quality Consultant. I attend all the training that are offered. I'm not afraid to ask for assistance if I'm just not understanding something."

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.

"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."

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.

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.

"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."

"In my current job, we receive faxes that don't have all the information needed to meet HIPAA guidelines and that in case we have to return the fax to sender, which is slowing down your production to search sometimes 100s of pages to see if all data may be in there somewhere."

How would you describe your written communication skills?

"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."

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.

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.

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?

"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!"

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.

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.

"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."

What is your process of explaining technical information to people who aren't technical?

"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."

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.

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.

"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."

What inspired you to apply for this position at Aetna?

"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."

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.

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.

"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."

"When I saw this posting, I jumped at the chance to return to Aetna, especially in a role that I had previously held. It was always such a great place for me and I spent a lot of years there and would love to return."

What skills do you believe you possess that will help you deliver excellent customer service here at Aetna?

"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."

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.

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.

Tell me about your healthcare-related education and training.

"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."

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.

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.

"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."

"I have 29 years of on-the-job training in healthcare and have completed many pieces of training that were rolled out throughout the companies I worked for. I did complete the Positive Coach Approach training for quality."

If Aetna hired you today, what would you accomplish first?

"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."

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.

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.

"I would want to get to know the teams I would be working with. I would want to speak with the supervisors of each team and find out who on their teams need some assistance and who is doing well. Also, I would like to spend some time re-learning all the computer programs and getting back up to speed so I could start coaching and providing feedback as soon as possible."

We encourage professional curiosity and an entrepreneurial mindset in our workplace. If you could start your own business, what would you do?

"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."

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.

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.

"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."

"I would open an animal rescue focusing on the senior pets. I would like to create a sanctuary for them for their last years where they could be safe and loved."

What is your first reaction when you do something wrong in your work?

"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."

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.

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.

If you could expand your knowledge and expertise in any area of the health insurance industry, which area would area you choose?

"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."

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.

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.

"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."

"I've always been curious about the network management side of things and how provider contracts are put together."

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

"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."

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.

"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."

"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."

To work at Aetna, you have to be passionate about compliance and accuracy. Tell me why this is important to you.

"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."

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.

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.

"Accuracy and compliance are very important to me. In my current job, I have meet quality measures that are in place and I have always exceeded the quality standards. On the occasion that I do receive an error, I research it immediately to see what the issue is. Sometimes I can submit a rebuttal and it's removed, but other times the error is legit and I have to accept it and treat it like a learning experience."

At Aetna, we believe in transparency with our health insurance customers and our employees. Tell me about your leadership style in regards to transparency.

"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."

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.

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.

"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."

"I am open and honest with my team and let them know what is being asked of us so that we can all be on the same page."

At Aetna, how will you connect with a customer you are working with virtually?

"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."

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.

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.

"I have been working virtually for a long time and I think it's just as easy to get to know someone on the phone or chat. I can still ask about the weather there or their family, what they did last weekend, etc. I think when on a chat that punctuation can really add to a feeling you get when you read the message."

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?

"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."

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.

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.

"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."

How will you demonstrate sensitivity to others that have a different background than you at Aetna?

"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."

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.

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.

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?

"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."

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.

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.

"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."

"I have been working from home as a highly successful employee for at least 15 years now. I have a dedicated room as my office. The room is not used for anything else. I'm the only person here all day so it's a quiet and good work setting. At the end of the day, I power down the computer and turn off the lights."

Aetna Interview Questions

Go Back

1. At Aetna, we believe in continuous feedback. Tell me about a time you received constructive feedback. What did you do after hearing this?
2. How have you handled stress on the job in the past?
3. Talk about a time you had to work closely with someone who had a problematic personality.
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.
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?
6. At Aetna, innovation is important to us. Give an example of an innovative idea you've had recently.
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?
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?
9. We always look to hire employees with strong problem solving skills at Aetna. Talk about a problem you successfully resolved in the workplace.
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.
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?
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?
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.
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?
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.
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?
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.
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.
19. How would you describe your written communication skills?
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?
21. What is your process of explaining technical information to people who aren't technical?
22. What inspired you to apply for this position at Aetna?
23. What skills do you believe you possess that will help you deliver excellent customer service here at Aetna?
24. Tell me about your healthcare-related education and training.
25. If Aetna hired you today, what would you accomplish first?
26. We encourage professional curiosity and an entrepreneurial mindset in our workplace. If you could start your own business, what would you do?
27. What is your first reaction when you do something wrong in your work?
28. If you could expand your knowledge and expertise in any area of the health insurance industry, which area would area you choose?
29. What patient care philosophy or customer care philosophy will you bring to our team at Aetna?
30. To work at Aetna, you have to be passionate about compliance and accuracy. Tell me why this is important to you.
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.
32. At Aetna, how will you connect with a customer you are working with virtually?
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?
34. How will you demonstrate sensitivity to others that have a different background than you at Aetna?
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?

Aetna Interview Questions

1. At Aetna, we believe in continuous feedback. Tell me about a time you received constructive feedback. What did you do after hearing this?

2. How have you handled stress on the job in the past?

3. Talk about a time you had to work closely with someone who had a problematic personality.

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.

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?

6. At Aetna, innovation is important to us. Give an example of an innovative idea you've had recently.

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?

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?

9. We always look to hire employees with strong problem solving skills at Aetna. Talk about a problem you successfully resolved in the workplace.

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.

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?

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?

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.

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?

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.

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?

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.

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.

19. How would you describe your written communication skills?

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?

21. What is your process of explaining technical information to people who aren't technical?

22. What inspired you to apply for this position at Aetna?

23. What skills do you believe you possess that will help you deliver excellent customer service here at Aetna?

24. Tell me about your healthcare-related education and training.

25. If Aetna hired you today, what would you accomplish first?

26. We encourage professional curiosity and an entrepreneurial mindset in our workplace. If you could start your own business, what would you do?

27. What is your first reaction when you do something wrong in your work?

28. If you could expand your knowledge and expertise in any area of the health insurance industry, which area would area you choose?

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

30. To work at Aetna, you have to be passionate about compliance and accuracy. Tell me why this is important to you.

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.

32. At Aetna, how will you connect with a customer you are working with virtually?

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?

34. How will you demonstrate sensitivity to others that have a different background than you at Aetna?

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?