30 Highmark Interview Questions & Answers
1. 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?
How to Answer
Talk to the interviewer about the ways that you ensure accuracy and organization in your day to day activities. Perhaps you use a particular app or software. Maybe you are a pen and paper person. Whatever your method, be sure to highlight that you are successful in organizing your day.
1st Answer Example
"I am a highly detailed person, and I thrive on having a high level of organization in my day. This organization includes my scheduling, paperwork, and more. If I am offered a position with Highmark Inc. you will never find me to be disorganized! I utilize my Outlook calendar and set alerts for myself for deadlines and important activities. My documentation is strong as well."
2nd Answer Example
"I'm a bit of a nerd. I carry around a notebook and write down important facts if I think there is a chance I will forget them. However, I put time and attention into using the latest technology that others on my team are leveraging so we can be more efficient. If there is a way we can share information, it will help everybody!"
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2. What inspired you to apply for this position at Highmark?
How to Answer
The interviewer is looking to hear what in particular, has led you to apply. Pick out exciting elements from the job post, parts about the company you love from your research, making sure to show enthusiasm and passion in your answer.
1st Answer Example
"I applied for this position at Highmark Inc. because I want to make navigating health insurance easier for everybody. I saw that this is one of your strategic initiatives and I could truly make an impact in this role."
2nd Answer Example
"For example: "I wasn't actively looking for new roles, but after reading the job ad for this role, I felt like I couldn't pass it up. It sounds like an exciting adventure into some new spaces for the company and I love building new programs and systems."
3. The health industry is strongly influenced by changing legislation. How do you stay current with new rules and regulations that impact our industry?
How to Answer
The interviewer wants to make sure you are staying up to date with changing regulations and that you are motivated to do so. You not only have to be aware, but then recommend changes that need to happen in the organization to comply.
1st Answer Example
"I subscribe to several blogs on this topic and make sure I'm reading the news. I try to take 15-30 minutes a day during lunch to read. If anything I'm hearing would cause a major process change, I think about whether or not I can handle it for my team or if it needs to be elevated to my leader."
2nd Answer Example
"For example: "I joined an association who sends out updates any time there is a changing regulation that could impact our function. We actually talk about best practices at each of our places of work so we are sharing information."
4. 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?
How to Answer
Health insurance can be very complex to the average person and the interviewer wants to know if you can handle a person who is very upset. Show that you care about each caller and that you have empathy for that individual. Showcase your problem solving skills and the fact you can handle a high degree of emotion on the phone without getting rattled, still helping the customer, and trying to get them what they need.
1st Answer Example
"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 this 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 down 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."
2nd Answer Example
"I had a caller who didn't know what his statement meant- he said all of 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 actually 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."
5. At Highmark, 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.
How to Answer
The HIPAA privacy rules are paramount in the health insurance industry. The amount of patient data you have access to is overwhelming. Make sure you can show your understanding of the rules while displaying your own personal integrity in upholding them.
1st Answer Example
"I was faxing over some patient data to a clinic. I didn't get a confirmation back so I checked the fax number and it was not correct and went to the wrong location. I could have just walked away and gone back to my desk, but not knowing who was on the receiving end of that data, I had to report the incident. I felt awful about it, but it was quickly resolved and if I would have said nothing, it could have escalated into a huge fine for the company. Plus, I'm an honest person, so I had to tell the truth."
2nd Answer Example
"For example: "My neighbor got into a car accident a few weeks ago and she told me that some of her claims had been denied. She begged me to go into work to see what I could find out. I had to tell her there was no way I could do that and it was a huge HIPAA violation. I mentioned to her that she should call our Highmark Inc. call center and asked for Lynn, who I knew could help her. I felt bad that she put me in that position, but good I could give her a person to call who could hopefully address her concerns."
6. At Highmark, 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?
How to Answer
In health care, technology is changing rapidly. You need to demonstrate expertise in electronic systems and embrace learning new technology.
1st Answer Example
"I am currently use a proprietary CRM that our company develop. This is where I track all of my conversations with customers. I also use all of the Microsoft Office tools and especially love OneNote. The has eliminated my need to have post-it notes and I'm better able to keep track of everything. When I stated this role, it took me about 1 week to learn the system and then I was fully up and running."
2nd Answer Example
"In my internships, I used a lot of Office 365 tools, especially Power Point and Excel. I have put together at least 20 presentations this year alone! Learning new technology comes easy to me because I grew up with it and can watch YouTube videos if I don't understand something right away."
7. At Highmark, we do a lot of community education trying 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."
How to Answer
The interviewer wants to make sure you are comfortable presenting information in public. People in the health insurance industry are asked to speak frequently, so making sure you have the skills to teach others is critical.
1st Answer Example
"I have led sessions at community meetings for people who might not know what kind of coverage they have. This is one of the best parts about my job because I can see the light bulb go off in their heads when they see how their specific insurance plan applies to them and what kinds of free, an preventative, services are available."
2nd Answer Example
"I love volunteering in my town. I signed up to be a mentor for a girl in my community and I read to her every Tuesday. I haven't had the opportunity to talk about health insurance to a public audience, but I am sure asked a lot of questions at family dinners and holidays. I provide a wealth of education to my own family about how to make the most out of their insurance and understand the claims process."
8. At Highmark, we have many positions where employees work remotely 99% of the time. How would you set yourself up for success at your home office?
How to Answer
The interviewer wants to see that you have a plan in how you will work from home successfully. Some people can't handle this lack of structure, so show that you are able to be very productive.
1st Answer Example
"I was able to work from home a few days a week in my last role. I have a specific routine I follow. Working in pajamas does NOT happen in my house- I dress as if I was going to work, go to a specific office space in my home, and take regular breaks as I would in the office. I utilize Skype and chat features to keep in touch with colleagues so it doesn't feel isolating."
2nd Answer Example
"For example: "I enjoy the flexibility that working from home offers. Last year, when I was in school, I had several on-line courses versus classroom courses. I made sure I was in a quiet place, free of noise and distraction, so I could fully focus on the material. I also took advantage of all the on-line communities so it felt like my "classmates" were accessible. I also met with people face-to-face when I had the chance so that we built a relationship. I would use all of these tools in this position."
9. At Highmark, 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.
How to Answer
Data analysis is becoming a critical part of any role. Demonstrate an analysis you did that truly made an impact for the business.
1st Answer Example
"I was looking at year over year data and noticed a huge increase in the amount of claims for heart related incidents in the month of March and April. I did a bit of research on the demographics of the patients in the 45 and under category and it was an unusually high number of women. I pulled in our community relations team and they started asking more questions when they are are community engagement events. The stress and anxiety levels of women in that age bracket was very high. After showing my leader this data, she worked with the leader of the community relations to provide more outreach and education to women in this group. Our efforts resulted in a smaller number of claims the following year."
2nd Answer Example
"I watch our department budget like a hawk. I have to analyze financial data month over month and year over year to make sure everything aligns. I enjoy this work- it is like putting puzzle pieces together so that all of our needs are met."
10. To work at Highmark, you have to be really passionate about compliance and accuracy. Tell me why this is important to you.
How to Answer
Many people might not understand why the area of billing and medical coding are important and the interviewer wants to ensure you aren't just looking for your next job, but you genuinely care about the impact your role can make for your clients on the receiving end (who work directly with patients. Talk about the importance of your work
Answer Example
"We've all been on the receiving end of getting an incorrect bill. People who have been to the hospital or clinic don't have the time or energy for those kinds of mistakes. Through my work, I can make sure patients can focus on getting better rather than making phone calls to figure out an incorrect bill."
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.
How to Answer
Highmark Inc. 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.
1st Answer Example
"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."
2nd Answer Example
"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."
12. Many of our jobs at Highmark require us to do projects when there is down time. Can you give an example of a project you led start to finish?
How to Answer
The interviewer would like to know if you are capable of taking on more work, outside your normal job responsibilities and can flex higher level skills. The project doesn't need to be huge in scope, but make sure to highlight what you did, as opposed to using the words WE.
1st Answer Example
"I always have a list of projects to work on and I really enjoy them. I had the opportunity to lead a project designed at creating a peer feedback review process. My manager discovered errors in some of the work from our team. I had the idea to create a double-check where a peer reviewed the work. It did take more time, but was very help in reducing errors. We were able to reduce errors by 90%. My manager was really pleased and team was happy and proud of the work being done."
2nd Answer Example
"Since I'm a new grad, I haven't led any projects at work yet, but when I was a college student, I completed a project for a local health care system where I did an audit of all of their credentialed providers. My goal was to see if there were any parts of the process I could automate so that the manual checks could be faster. I was able to set up a feed with the state licensing board which eliminated the need for somebody to manually check their license. It was a great project and I know I added value to them, even as a college student!"
13. Our goal is to hire people who are very ambitious. Tell me about a time you went the extra mile, even when it may not have been required or asked of you.
How to Answer
The interviewer wants to make sure you fit with Highmark Inc.'s culture and ambition is very important to them. Highlight examples were you went that extra step without being asked.
Answer Example
"My manager asked me to review a spreadsheet of providers to make sure they were credentialed properly at a certain medical facility. Upon looking at the spreadsheet, I noticed many errors in the spelling of people's names as well as fields on the document that didn't make sense. Instead of just making sure they had all the missing pieces of the credentialing process, I cleaned up the entire spreadsheet to make sure everything was accurate so that reports would have the proper data."
14. Highmark, seeks to hire those with strong problem solving skills. When were you able to successfully resolve a problem in the workplace?
How to Answer
Problem-solving and dispute resolution are critical skills to possess. Display to the interviewer that you are capable of problem-solving within the workplace. Talk about a time when you were creative, proactive, and displayed the leadership qualities required to resolve a workplace issue.
Answer Example
"In my most recent position we had a consistent problem with employees showing up late for their shifts or calling in sick at the very last moment. Rather than the typical documenting and reprimanding style that management usually takes, I decided to track the results of an accountability reward system. For 180 days, my employees were rewarded for coming to work 10 minutes early. Also, for every month with zero sick days, a bonus was added. In the end, we awarded those with perfect attendance a $600 bonus. The bonus' cost us less money, in the end than the cost of lowered productivity due to absent employees. The program was a success, and upper management chose to keep it implemented for another six months. We will re-assess in December, but it seems to be working very well."
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?
How to Answer
The interview wants to know that you are scalable within the organization and can grow to a higher level role in the future. Discuss a time when you solved a problem before your manager knew it existed or when you anticipated a need within the business.
1st Answer Example
"I noticed that our department was utilizing Excel spreadsheets for complex reports. The process was very manual and took about 1 hour out of everybody's day. I noticed we had a new database tool after a recent software upgrade, so I research it, tested it, and then brought the idea to my manager as an alternative. She loved the idea and has now asked me to train the whole team on how to use it"
2nd Answer Example
"I'm really excited to grow within the organization. I noticed that our team was tracking customer conversations slightly differently making reporting very difficult. I developed a key so that everybody knew exactly how to code and created consistency amongst the team. The data in the reports was much better and more accurate after that"."
16. What is your patient care philosophy or customer care philosophy (if coming from different industry)?
How to Answer
It's always a great idea to research the company before your interview. You want to get to know their care philosophy so that your answer can reflect what is important to them. What is the core of your care philosophy? Keep your answer concise yet sincere.
Answer Example
"Every day at work, I remind myself that everyone I come across has their struggles. Every person we care for has a story. I make sure to get to know my customers as best I can. Everyone has the right to be treated compassionately."
17. If you could expand your knowledge and expertise in any area of the health plan space, which would you choose?
How to Answer
The interviewer would like to dig deeper into your true areas of interest when it comes to the health care industry. They want to know that your passions align well with what UnitedHealth Group is offering. Talk to the interviewer about the areas of health care you would like to focus on most, and then tie that information in with what the position at UnitedHealth Group would be offering you.
1st Answer Example
"If I could expand my expertise in any health care service area I would choose a role that had the most impact on patient lives. This is one of the reasons I have applied with your company. I feel that your focus will be a great fit with my long-term career goals."
2nd Answer Example
"I'm interested in research. One of the things that attracted me to working with your company is your ongoing community-based research collaborations. I'd be curious to hear if Highmark Inc. has any needs in this area."
18. At Highmark, we believe in continuous feedback. Tell me about a time you received constructive feedback. What did you do after hearing this?
How to Answer
The interviewer wants to know if you can take criticism without getting your feelings hurt. In today's workplace, you can't be afraid to give or receive criticism. It is ok to be candid, but show your future employer that you heard the feedback and did something about it.
Answer Example
"I received feedback from my manager that because I was pushing for so many new ideas, it seemed like I knew more than everybody else- especially some of the staff who had been here for many years. I took this feedback and decided to include others on my team in shaping some of the new ideas I had before bringing them up in the team meeting. This approach really helped to get their buy-in."
19. Tell me about your healthcare related education and training.
How to Answer
Take a few minutes to walk the interviewer through your formal post-secondary education as well as any on the job training. Talk about your most positive take-away's from your post-secondary experience and be sure to tie in how that experience will help you succeed in this position.
1st Answer Example
"I thought I wanted to be a nurse, but I don't like all of the bodily fluids associated with it! I have very strong attention to detail and I'm good with numbers and analysis, so decided to pursue a Medical Coding degree. I had some great internships where I had to balance many responsibilities at one time, preparing me for a job at Highmark Inc.."
2nd Answer Example
"I decided to pursue a degree in Health Information Management after learning more about it at a college visit. I had no idea what it was, but I'm so happy I found it. The courses were so interesting and there is much more to it than people realize. I had to do a lot of multi-tasking with a full course-load plus an evening job to pay for college. This experience with time management as well as the specific HIM courses I took will prepare me well for this role at Highmark Inc.."
20. At Highmark, innovation is really important to us. Give an example of an innovative idea you've had recently.
How to Answer
Most companies are trying to work smarter, not harder. What are some ways, (even simple ways) you've been able to innovate in your work environment?
Answer Example
"When I started in my current role, I noticed that we were spending a lot of time playing phone tag with our clients. I started to use a calendar app that syncs with my Outlook calendar to eliminate all of the back and forth. After implementing this, I think I have saved 4 hours a week. I showed it to all of my team mates and now the whole company is using it!"
21. We encourage professional curiosity in our workplace and an entrepreneurial mindset. If you could start your own business, what would you do?
How to Answer
The interviewer wants a glimpse into your passion outside of work, but also your savvy as a small business owner working with your own budget. It is ok to be creative with this answer.
1st Answer Example
"I love teaching yoga and have dreamed of opening my own studio. I have a plan put together on how I could achieve this from the space element, to how many classes per week we would want, to how many workers I would need. I still need a bit more capital to get it off the ground, but hope to have this side business one day. Yoga is amazing for health and wellness and it has helped me greatly in my own life."
2nd Answer Example
"If I could start any business, I would want to do photography professionally. I love taking pictures and experimenting with lenses, angles, and technology. I have taken pictures for friends and family and they seem really happy with what I'm doing."
22. How do you connect with a customer you are working with virtually?
How to Answer
At Highmark Inc., many of the roles involved customer service with people on a chat or via email. The interviewer wants to know if you can effectively resolve their questions while building a relationship.
Answer Example
"Even if we are having a virtual conversation, I still try to be as personable as possible. I can typically see what area of the country the customer is, so I'll ask them about the weather or a sporting event in their town while resolving their question. My drop off rate is pretty low, so I think this approach has worked well."
23. If Highmark hired you today, what would you accomplish first?
How to Answer
When you start a new position, it is essential to set a goal on how you will make a positive impact quickly after being hired. Tell the interviewer what your impact goal is, should you be the successful candidate. If you want to make an impact with your answer, refer to the immediate needs of the company such as creating efficiencies, or updating technology.
Answer Example
"It is important to understand the business inside and out, so I would want to meet with people in all areas. Then, I would work with you on a 30, 60, 90 day plan so we can review the most important elements to work on."
24. What is your process of explaining technical information to people who aren't technical?
How to Answer
Highmark Inc. works with providers who have patients who utilize our insurance. However, while physicians are smart, many are not familiar with the platform and don't know about new technologies. Explain how you have been effective in communicating technical info so they can understand it.
1st Answer Example
"I try to put some feelers out there on their level so I can speak to it. I give lots of examples of what the technology is like and many visuals to explain what it does. I also walk through the data visually so they can see the impact of the numbers."
2nd Answer Example
"For example: "I speak in the simplest terms possible. If I start to get more technical questions from the group, I will up my game a bit and speak more technically, but then re-phrase for all of those folks who aren't at that level."
25. At Highmark, sometimes we have to make difficult decisions on 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?
How to Answer
You have to make very difficult decisions in the health insurance industry and some of them don't feel great when you have a patient who is impacted. Ensure the interviewer knows you can handle a difficult situation and do your job effectively.
1st Answer Example
"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."
2nd Answer Example
"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."
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?
How to Answer
The interviewer is looking to see how you add value through the sales process to prospective clients. Gone are the days of calling around and fishing for information. You can find most of what you need online and you need to be prepared so that the door doesn't slam in your face.
1st Answer Example
"I'm able to research their company financials and employee demographics to understand how our insurance products could be the best benefit to them. Then, I ask around to see who the decision maker is so that I'm trying to get in front of the right person. When I call, I'm able to present a data set that makes it hard to refuse a meeting with me!"
2nd Answer Example
"For example: "I utilize all of the Salesforce tools to keep very good notes about all of my prospective clients. I remember things about them that seem small, but give me an edge. I do much more listening than talking to understand what the pain points are, and then put solutions together that specifically address their needs, not what I think they need."
27. At Highmark, 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.
How to Answer
The interviewer wants to make sure you are comfortable giving feedback to others, even if you aren't a supervisor. Demonstrate that you are confident in delivering a feedback message to others.
1st Answer Example
"I heard my colleague on the phone and she was struggling from the very beginning. I could hear agitation in her voice after 30 seconds into this call. I couldn't hear what the caller was saying, obviously, but I could hear her frustration. After the call ended, I asked her what happened. She said the caller was very rude and was very upset and she felt really hurt about what he was saying. I talked with her about some ways to handle upset customers and about listening and staying calm. She said she knew that, but I told her that frustration was very apparent. She seemed a little off-put for a few days, but later in the week, she thanked me for being honest with her."
2nd Answer Example
"For example: "We were listening to some calls as a group so we could learn from each other. I noticed that people have a hard time speaking up when we are in these situations, but I try to find one positive and negative thing to say about each call and the way the representative handled it. I'm not afraid to voice my opinion and I know it will help not only the rep who dealt with that caller, but the whole team."
28. At Highmark, 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?
How to Answer
All private health insurance companies are vying for the business. If a competitor has a product that could impact the business, you need to know. Likewise, if a competitor is struggling, you might be able to create an advantage for Highmark Inc..
1st Answer Example
"I set up Google alerts for all the major competitors so I can follow them. I read something in an obscure business journal about one of our competitors having some financial trouble, so I reached out to several of their clients the next day to see what the pulse was. They were also nervous and uncertain about the future of their current provider, so were much more willing to have conversations with me about our product. I'm still in the middle of the contract process, but it looks promising so far."
2nd Answer Example
"For example: "I have relationships wit all of the sale team members at our major competitors. I find it easier to have friends versus enemies because I know what is going on at their companies before it hits the news. Often times, because I've built a solid relationship with that sales team, they give me leads that could be a good fit for our business and don't fit their product offerings. I try to help them when I can as well, when it makes sense."
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.
How to Answer
In the US, everybody knows that health care is expensive. Eventually, innovative minds will come together to find a better solution. In the meantime, tell the interviewer about a new idea you've had that impacted your department and the business.
1st Answer Example
"The idea of paying for performance is a concept we discuss often in my current company. In my current role, I recommended a different data point to analyze, track and measure to help us understand out patients better and then see if the coverage levels could be influenced to create different plans for the next calendar year. We are still at beginning stages, but my leader was elated that I thought of this ."
2nd Answer Example
"For example: "Patients like apps so all of their information is at their finger tips. However, I have the app and noticed there wasn't an easy way to get to the provider website from the claim. Many of the questions people have aren't on the health plan side, but are for their provider. I spoke to the IT team about this and adding some quick links was actually a really simple add. We have seen higher ratings for our app since implementing this."
30. At Highmark, we believe in transparency with our health insurance customers and our employees. Tell me about your leadership style in regards to transparency?
How to Answer
Internal employees are expecting complete transparency when working with Highmark Inc.. The modern job seeker knows that employers make mistakes and are likely to forgive mistakes as long as there is transparency and ownership.
1st Answer Example
"I try to be a vulnerable leader at work. Openly discussing mistakes and errors teaches the team that it is ok to fail, but hopefully we fail fast and then move on to solutions that work. Transparency leads to innovation."
2nd Answer Example
"For example: "I start all of my team meetings with successes and failures, so everybody has a chance to say what is on their mind. This regular exercise gets the team comfortable talking about the things that aren't going very well, that are often hidden. We've been doing this for 6 months now, and the room went from quiet to very enthusiastic and supportive."