"I was working with a patient going through a difficult time 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 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."

"I have a lot of empathy for others, so these situations are hard. I worked with a gentleman with a denied claim and tried to send him to 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."

The important aspect you want to cover in your answer to this question is your ability to make a difficult decision and then have the difficult conversation that comes with it. If you have direct experience in health insurance and have had these difficult conversations in the past, that is great! Be sure to talk about the importance and your ability to work through these situations. If you don't have direct experience in health insurance, discuss the difficult conversations you've had on the job in the past and explain how you approached them.