Anthem Mock Interview

Practice 35 Anthem interview questions covering healthcare operations, member advocacy, and regulatory knowledge.

WRITTEN BY KEVIN DOWNEY
QUESTION 4 OF 35

We 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?

ALSO ASKED IN Humana

Health insurance can be very complex to the average person, and the interviewer wants to know if you can handle an upset person. Show that you care about each caller and have empathy for that individual. Showcase your problem-solving skills and your 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 the other week who was crying because her insurance didn't cover a procedure that she had a month prior. She was very upset and stated that she couldn't afford to pay the bill. I let her talk without interrupting her and listened. I repeated back to her 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 did cover 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 and grateful when we hung up and thanked me for my help."

"I had a caller who didn't know what his statement meant; he said the medical terminology didn't make sense to him. I wrote down his questions and then pulled up his statement and walked him through each part so he understood 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."

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.

Anonymous Answer

Working in dialysis, I often get patients that have no insurance or need to change their insurance coverage to Medicare. I have spent a lot of time assisting patients through the Medicare process in which can be confusing and frustrating to someone who is new to dialysis. I recently had a patient who was getting close to their COB and their private insurance company was requesting that they apply for Medicare. The patient became very upset and agitated due to a change in coverage. I spent time with her explaining COB, Medicare, and the changes in coverage. After providing the education and support the patient became more agreeable to the change and understood why her insurance company was requesting the change.

Stephanie's Feedback

Great response! You do an excellent job of sharing a specific example to illustrate how you provide information and support to patients who are frustrated or confused. Your compassion really shines through in this response.

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35 Anthem Interview Questions & Answers

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01 The health insurance industry is very complex. All of our positions require strong organizational skills and attention to detail. How do you ensure that your work is properly organized and highly accurate? OPERATIONAL 02 What inspired you to apply for this position at Anthem? GENERAL 03 The health industry is strongly influenced by changing legislation. How do you stay current on new rules and regulations that impact our industry? OPERATIONAL 04 We 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? BEHAVIORAL 05 At Anthem, we deal with confidential patient data. Tell me about a time you followed HIPAA regulations even when it wasn't easy or convenient to do so. BEHAVIORAL 06 At Anthem, we've invested in the latest technology to create efficient work flows. Tell me how you've gone about learning new technology in the past. BEHAVIORAL 07 At Anthem, 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. BEHAVIORAL 08 At Anthem, we have many positions where employees work remotely 99% of the time. How would you set yourself up for success at your home office? OPERATIONAL 09 At Anthem, we have large patient data sets we need to analyze. Tell me about a large data set you had to analyze and how you added value through your analysis. BEHAVIORAL 10 To work at Anthem, you have to be passionate about compliance and accuracy. Tell me why this is important to you. DISCOVERY 11 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. BEHAVIORAL 12 Many of our jobs at Anthem require us to do projects when there is down time. Can you give an example of a project you led start to finish? BEHAVIORAL 13 Our goal is to hire very ambitious people. Tell me about a time you went the extra mile, even when it may not have been required or asked of you. BEHAVIORAL 14 Anthem seeks to hire those with strong problem-solving skills. When were you able to successfully resolve a problem in the workplace? BEHAVIORAL 15 We want to hire people who can grow within our company. When have you stretched yourself in your current role and done more than what was expected of you? BEHAVIORAL 16 What is your patient care philosophy or customer care philosophy (if coming from different industry)? DISCOVERY 17 If you could expand your knowledge and expertise in any area of the health plan space, which would you choose? DISCOVERY 18 At Anthem, we believe in continuous feedback. Tell me about a time you received constructive feedback. What did you do after hearing this? BEHAVIORAL 19 Tell me about your healthcare related education and training. EDUCATION 20 At Anthem, innovation is really important to us. Give an example of an innovative idea you've had recently. BEHAVIORAL 21 We encourage professional curiosity in our workplace and an entrepreneurial mindset. If you could start your own business, what would you do? DISCOVERY 22 How do you connect with a customer you are working with virtually? OPERATIONAL 23 If Anthem hired you today, what would you accomplish first? DISCOVERY 24 What is your process for explaining technical information to people who aren't technical? OPERATIONAL 25 At Anthem, sometimes we have to make difficult decisions about whether or not a medical service is covered. In the past, how have you been able to put aside your personal feelings for the good of the business? BEHAVIORAL 26 This role would involve sales to new partners who want to offer their employees our health insurance. What are some ways you add value to prospective clients so that you can have meaningful discussions? GENERAL 27 At Anthem, 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. BEHAVIORAL 28 At Anthem, 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? OPERATIONAL 29 Patients are becoming increasingly technology savvy and have higher expectations than ever from our industry. Innovation is required to provide more cost effective and high value care. Tell me about a new idea you recommended in your current role. BEHAVIORAL 30 At Anthem, we believe in transparency with our health insurance customers and our employees. Tell me about your leadership style in regards to transparency. LEADERSHIP 31 Tell me the difference between a medical bill and an EOB. TECHNICAL 32 Tell me about a time you had to deal with a difficult person at work. How did you handle it? BEHAVIORAL 33 Give me an example of a time you were given little direction on a job assignment. How did you complete it? BEHAVIORAL 34 How do you prioritize your work? OPERATIONAL 35 What is your preference - working alone or as part of a group? OPERATIONAL
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Kevin Downey
Written by Kevin Downey
35 QUESTIONS & ANSWERS · ANTHEM
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