"I was working with a patient going through a very difficult time and had a procedure that just wasn't covered. There was an alternative that was, but she had decided that wasn't the best route for her to take. I felt really 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."

For example: "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 possibly 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."