HCSC Insurance Services Company Mock Interview
Prepare for 30 HCSC interview questions covering Blue Cross Blue Shield operations, member services, and healthcare regulations.
Question 11 of 30
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.
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
HCSC Insurance Services Company requires cash collection for unpaid bills. This is nobody's favorite part of the job, but it is really important that the company collect the cash owed to them. Describe how you've kept your cool with difficult customers in the past.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I know it isn't health care related, but back in college when I was a waitress, I had a very upset customer at the restaurant 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. He did stop eventually- I apologized again, told him I would comp his meal, and that I would talk to the chef. I also asked him if he would like to order something different. He did end up choosing another option and was quiet after that."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"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 on the end of the line. I let her vent and then apologized. I told her I was here now and asked how I could help her. I listened very 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 have her hold while I found out the answer instead of transferring her. She was grateful I was able to help her and had calmed down by the end of the call."
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I have worked in healthcare for over 10 years now and I have encountered many patients in regard to their own medical records. I had a patient who was requesting her spouse's medical information. With proper consent from the patient or legal documentation such as a power of attorney appointing her. I could not release any type of information. This was very upsetting to the patient and she was frustrated and started shouting. I tried to explain the policy to her and how I must as the worker abide by these rules. This is more so in place to protect her spouse as well. I know in this situation that the person is also going through a difficult time. I sat down with her and gave her tips on how she can proceed with the next step in obtaining these documents and I assured her- that I am here to help her in any way that she needs.
Amanda's Feedback
This is a strong example of your ability to work through a difficult situation. You can emphasize the skills you use to manage difficult situations such as the ability to remain calm, empathize with the customer, or ask probing questions to get to the heart of the matter. You can also further highlight the ability to transform a negative into a positive by sharing the outcome. Was the spouse calm at the end? Did she understand the next steps she needed to take?
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