Talk about a time you had to reach out of your comfort zone to speak up for something that was important to the success of a project or a patient. What compelled you to do this?

How to Answer
1st Answer Example
2nd Answer Example

Express Scripts hold integrity of its employees as one of its primary values and this question is trying to hone in on your integrity by having you show that you are willing to speak up for what is right, even when it may be difficult. For your specific example, be sure to stress that you are a person that takes action to make sure that things are right for all involved in a work situation and that you are ready and willing to speak up, no matter who it is in front of. Projecting this will show your interviewer that you are a person of high integrity.

"In my current role, my organization was implementing changes to our service call standards with customers that were placing calls to our call center on product issues. Because of large volumes of calls, we were to hold strict timelines of five minutes per call and we were supposed to limit our contact times with customers to this amount of time. Knowing that some calls often ranged up to ten minutes in length to successfully help our customers, I approached my manager to let her know my thoughts on how this would limit us in the Customer Service department. She definitely heard me out and thanked me for speaking up, but she indicated that the decision had been made from senior level management to implement that changes immediately. In short time, customers satisfaction survey data dropped significantly and it was a major hurt on our unit's morale. But knowing I stood up for what was right made me feel great nonetheless."

"In my time working in patient billing as a Medical Billing Specialist, I have had to remain on my toes at all times due to changes in healthcare coding and billing from a legal perspective. When ICD 10 was implemented, my manager was unwilling to make changes in some of our communication processes with coding staff. Knowing these processes needed to be reconsidered due to the drastic changes ICD 10 would bring, I spoke up at a time that I normally wouldn't. Taking the point of view of the patient and not wanting billing errors, my manager worked with the entire revenue cycle team to bring about some great process changes."

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How to Answer: Talk about a time you had to reach out of your comfort zone to speak up for something that was important to the success of a project or a patient. What compelled you to do this?

Advice and answer examples written specifically for an Express Scripts job interview.

28. Talk about a time you had to reach out of your comfort zone to speak up for something that was important to the success of a project or a patient. What compelled you to do this?

How to Answer

Express Scripts hold integrity of its employees as one of its primary values and this question is trying to hone in on your integrity by having you show that you are willing to speak up for what is right, even when it may be difficult. For your specific example, be sure to stress that you are a person that takes action to make sure that things are right for all involved in a work situation and that you are ready and willing to speak up, no matter who it is in front of. Projecting this will show your interviewer that you are a person of high integrity.

Written by Ryan Brunner on December 21st, 2018

1st Answer Example

"In my current role, my organization was implementing changes to our service call standards with customers that were placing calls to our call center on product issues. Because of large volumes of calls, we were to hold strict timelines of five minutes per call and we were supposed to limit our contact times with customers to this amount of time. Knowing that some calls often ranged up to ten minutes in length to successfully help our customers, I approached my manager to let her know my thoughts on how this would limit us in the Customer Service department. She definitely heard me out and thanked me for speaking up, but she indicated that the decision had been made from senior level management to implement that changes immediately. In short time, customers satisfaction survey data dropped significantly and it was a major hurt on our unit's morale. But knowing I stood up for what was right made me feel great nonetheless."

Written by Ryan Brunner on December 21st, 2018

2nd Answer Example

"In my time working in patient billing as a Medical Billing Specialist, I have had to remain on my toes at all times due to changes in healthcare coding and billing from a legal perspective. When ICD 10 was implemented, my manager was unwilling to make changes in some of our communication processes with coding staff. Knowing these processes needed to be reconsidered due to the drastic changes ICD 10 would bring, I spoke up at a time that I normally wouldn't. Taking the point of view of the patient and not wanting billing errors, my manager worked with the entire revenue cycle team to bring about some great process changes."

Written by Ryan Brunner

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