How to Answer: This role requires patient collection, so you might have to have difficult conversations. Tell me about a difficult conversation you've had with a patient or customer.
Advice and answer examples written specifically for an Anthem job interview.
9. This role requires patient collection, so you might have to have difficult conversations. Tell me about a difficult conversation you've had with a patient or customer.
How to Answer
Anthem requires cash collection for unpaid bills. This is nobody's favorite part of the job, but the company must collect the cash owed to them. Describe how you've kept your cool with difficult customers in the past.
Written by Kevin Downey on May 3rd, 2022
1st Answer Example
"When I was a waitress, I had a very upset customer 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, and he stopped 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 Kevin Downey on May 3rd, 2022
2nd Answer Example
"I used to work in a call center, so I often had customers upset about the fact they had to wait a long time to talk to a "live person." I had one customer who went on and on about how her time was valuable and how she couldn't believe it took her this long to get a real person. I let her vent and then apologized. I told her I was here now and asked how I could help her. I listened carefully to what she needed, and instead of passing her to another individual when she asked me a question I didn't know, I was able to put her on hold while I found the answer instead of transferring her. She was grateful I was able to help her and calmed down by the end of the call."
Written by Kevin Downey on May 3rd, 2022