35 Humana Interview Questions & Answers
Behavioral
1. 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
"We often discuss the concept of paying for performance in my current company. In my current role, I recommended a different data point to analyze, track, and measure to help us understand our 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 the beginning stages, but my leader was elated that I thought of this ."
Written by Krista Wenz on May 25th, 2022
2nd Answer Example
"Patients like apps because all of their information is at their fingertips. 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 including some quick links was a simple add. We have seen higher ratings for our app since implementing this."
Written by Krista Wenz on May 25th, 2022
Behavioral
2. At Humana, 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 the agitation in her voice 30 seconds into this call. I couldn't hear what the caller said, but I could hear her frustration. After the call ended, I asked her what happened. She said the caller was rude and upset, and she felt hurt by what he said. 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 her frustration was apparent. She seemed a little off-put for a few days, but later in the week, she thanked me for being honest with her."
Written by Krista Wenz on May 25th, 2022
2nd Answer Example
"We were listening to some calls as a group to 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 about each call and how 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."
Written by Krista Wenz on May 25th, 2022
Behavioral
3. At Humana, 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. Show your understanding of the rules while displaying your integrity in upholding them.
Written by Krista Wenz on May 25th, 2022
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 had said nothing, it could have escalated to a huge fine for the company. Plus, I'm an honest person, so I had to tell the truth."
Written by Krista Wenz on May 25th, 2022
2nd Answer 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 to 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 Humana call center and asked for Lynn, who I knew could help her. I felt bad that she put me in that position, but I was glad to give her a person to call who could hopefully address her concerns."
Written by Krista Wenz on May 25th, 2022
Behavioral
4. At Humana, 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 currently use a proprietary CRM that our company developed. I use it to 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 able to better keep track of everything. When I started this role, it took me about one week to learn the system, and then I was fully up and running."
Written by Krista Wenz on May 25th, 2022
2nd Answer Example
"In my internships, I used a lot of Office 365 tools, especially PowerPoint 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."
Written by Krista Wenz on May 25th, 2022
User-Submitted Answer
"I have worked in the medical insurance field since the late '90s and I have had the privilege of working in various healthcare settings, I had to adapt to needed software update and programs replacement but to be honest, that was nothing compared to working in the healthcare industry that is a call center, there is always for the various reason for the change, so what works for me is that
I listen
I ask questions
I and because I am a hands-on person, so just working through process always help me
And if needed I will ask more question"
Written by an Anonymous User
Our Professional Interview Coach
Marcie Wilmot Reviewed the Above Answer
Nice! So it sounds like you ask questions as needed but learns best by actually doing, which is great. Your response also shows that you are experienced and used to adapting to frequent change. Can you give a specific example of a time when you had to learn a new technology and talk about how it went? This will further strengthen your answer.
Behavioral
5. At Humana, sometimes we have to make difficult decisions about whether or not a medical service is covered. In the past, how have you put aside your personal feelings for the good of the business?
How to Answer
You have to make 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.
Written by Krista Wenz on May 25th, 2022
1st Answer Example
"I was working with a patient going through a difficult time and 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 mentioned the scenario to my leader to double-check I had done the right thing, and she verified that I made a good call."
Written by Krista Wenz on May 25th, 2022
2nd Answer 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 toward 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 offer him. I tried to give him the best service and look into as many alternatives as possible."
Written by Krista Wenz on May 25th, 2022
Behavioral
6. At Humana, 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 on the business.
Written by Krista Wenz on May 25th, 2022
1st Answer Example
"I was looking at year over year data and noticed a huge increase in the number of claims for heart-related incidents in 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 at community engagement events. The stress and anxiety levels of women in that age bracket were 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."
Written by Krista Wenz on May 25th, 2022
2nd Answer Example
"I watch our department budget like a hawk. I have to analyze financial data to make sure everything aligns. I enjoy this work; it is like putting puzzle pieces together so that all of our needs are met."
Written by Krista Wenz on May 25th, 2022
User-Submitted Answer
"I had the opportunity to work on group work research studies that involve survey responses from a rural community and healthcare professionals. The responses we collected from the rural community didn't quite add up to what we anticipated so I did more digging. There were few occasions that an individual responded to one question more than once and did not respond to one question listed on the survey. I suggested adjusting the population # according to responses per question not the total # of survey responses to better form a conclusive hypothesis for the study. Our efforts resulted in more concise and conducive data analysis and interpretation."
Written by an Anonymous User
Our Professional Interview Coach
Stephanie Cafaro Reviewed the Above Answer
This is a thorough, well-rounded response. You do an excellent job of identifying a large data set that you were required to analyze, along with how you added specific value to the analysis.
Behavioral
7. At Humana, 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. Discuss the ways you've been able to innovate in your work environment.
Written by Krista Wenz on May 25th, 2022
1st 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 the back and forth. After implementing this, I think I have saved four hours a week. I showed it to all of my teammates, and now the whole company is using it!"
Written by Krista Wenz on May 25th, 2022
Behavioral
8. 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
Humana requires cash collection for unpaid bills. That is nobody's favorite part of the job, but the company must collect the cash owed to them. Describe how you've kept your cool with difficult customers in the past.
Written by Krista Wenz on May 25th, 2022
1st Answer Example
"I know it isn't health care related, but back in college, when I was a waitress, I had an 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. He did stop eventually- I apologized again and told him I would comp his meal and talk to the chef. I also asked if he would like to order something different. He chose another option and was quiet after that."
Written by Krista Wenz on May 25th, 2022
2nd Answer Example
"I used to work in a call center, so I often had customers upset because they had to wait to talk to a "live person." One customer 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 put her on hold while I found out the answer instead of transferring her. She was grateful for my help and had calmed down by the end of the call."
Written by Krista Wenz on May 25th, 2022
Behavioral
9. Many of our jobs at Humana 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 can take on more work outside your usual job responsibilities and can flex higher-level skills. The project doesn't need to be huge in scope, but you should highlight what you did rather than focusing on the team.
Written by Krista Wenz on May 25th, 2022
1st Answer Example
"I always have a list of projects to work on, and I enjoy them. I had the opportunity to lead a project designed to create a peer feedback review process. My manager discovered errors in some of the work from our team. I had the idea to have a peer double-check the work. It did take more time but was very helpful in reducing errors. We were able to reduce errors by 90%. My manager was pleased, and the team was happy and proud of our work."
Written by Krista Wenz on May 25th, 2022
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 set up a feed with the state licensing board, which eliminated the need for somebody to check their license manually. It was a great project, and I know I added value to them, even as a college student!"
Written by Krista Wenz on May 25th, 2022
Behavioral
10. Our goal is to hire very ambitious people. 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 Humana's culture, and ambition is important to them. Highlight examples where you went that extra step without being asked.
Written by Krista Wenz on May 25th, 2022
1st 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, and there were 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 correct data."
Written by Krista Wenz on May 25th, 2022
Behavioral
11. Humana seeks to hire those with strong problem-solving skills. When did you 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 you were creative and proactive and displayed the leadership qualities required to resolve a workplace issue.
Written by Krista Wenz on May 25th, 2022
1st 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, I rewarded my employees for coming to work 10 minutes early. I also added a bonus for every month with zero sick days. In the end, we awarded those with perfect attendance a $600 bonus. The bonus cost us less money 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."
Written by Krista Wenz on May 25th, 2022
Behavioral
12. 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 interviewer 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.
Written by Krista Wenz on May 25th, 2022
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. After a recent software upgrade, I noticed we had a new database tool, so I researched it, tested it, and then brought the idea to my manager as an alternative. She loved the idea and has asked me to train the whole team on how to use it."
Written by Krista Wenz on May 25th, 2022
2nd Answer Example
"I'm excited to grow within the organization. I noticed that our team was tracking customer conversations slightly differently, which made 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 were much better and more accurate after that."
Written by Krista Wenz on May 25th, 2022
Behavioral
13. At Humana, 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 and not take it personally. 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.
Written by Krista Wenz on May 25th, 2022
1st 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 helped to get their buy-in."
Written by Krista Wenz on May 25th, 2022
Communication
14. What is your process of explaining technical information to people who aren't technical?
How to Answer
Humana 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 effectively communicate technical info so they can understand it.
Written by Krista Wenz on May 25th, 2022
1st Answer Example
"I try to put some feelers out there on their level so I can speak to it. I give 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."
Written by Krista Wenz on May 25th, 2022
2nd Answer Example
"I speak in the simplest terms possible. If I 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."
Written by Krista Wenz on May 25th, 2022
Direct
15. This concludes our interview. Do you have any questions for me?
How to Answer
The interviewer wants to answer all of your questions about the company or job role during the interview. It is best to ask at least a question or two, showing the interviewer your eagerness to learn all you can. Of course, you want to review the job announcement and research Humana beforehand so you are not asking questions that could be answered during your research.
Written by Krista Wenz on May 25th, 2022
1st Answer Example
"Thank you for asking. Yes, I do have a couple of questions. First, when would you like to have this position filled? And second, are there any required qualifications you do not see on my resume?"
Written by Krista Wenz on May 25th, 2022
2nd Answer Example
"Yes, I do have a question. Thank you for asking. After everything we have gone over in this interview, do you have any hesitancy in offering me the position?"
Written by Krista Wenz on May 25th, 2022
Direct
16. What are your salary expectations?
How to Answer
Be open and honest. Transparency is the best choice when salary-based questions arise. The interviewer wants to hear if your expectations are within Humana's budget and whether you are willing to negotiate if necessary. The best way to discuss your salary expectations is to use your current earnings as an example.
Written by Krista Wenz on May 25th, 2022
1st Answer Example
"I am currently making $80,000 per year with full medical benefits. I am looking for compensation that is aligned with the role and provides an opportunity for growth."
Written by Krista Wenz on May 25th, 2022
2nd Answer Example
"I am currently making $100,000 per year with full medical benefits. I want to stay in the same range or slightly higher, based on my experience and qualifications. I want to earn what is fair in this industry, given my blend of education and expertise."
Written by Krista Wenz on May 25th, 2022
Discovery
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 areas of interest within the health care industry. They want to know that your passions align well with what UnitedHealth Group offers. 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.
Written by Krista Wenz on May 25th, 2022
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. That is one of the reasons I have applied to your company. I feel that your focus will be a great fit with my long-term career goals."
Written by Krista Wenz on May 25th, 2022
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 Humana has any needs in this area."
Discovery
18. What inspired you to apply for this position at Humana?
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 and the parts about the company you love from your research and show enthusiasm and passion in your answer.
Written by Krista Wenz on May 25th, 2022
1st Answer Example
"I applied for this position at Humana 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."
Written by Krista Wenz on May 25th, 2022
2nd Answer 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."
Written by Krista Wenz on May 25th, 2022
User-Submitted Answer
"I applied for this position because I want to help people live healthier lives. I saw that this is one of your initiatives and it aligns with the personal goals I have set for my own life. I believe this position would be an excellent opportunity to quickly make a positive impact on the impressive number of members you serve."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
Great response! It is a good approach to align the organization's values/initiatives with your own personal and professional values, and you sound enthusiastic about the opportunity.
Education
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 and on-the-job training. Talk about your most positive take-aways from your post-secondary experience, and be sure to tie in how that experience will help you succeed in this position.
Written by Krista Wenz on May 25th, 2022
1st Answer Example
"I thought I wanted to be a nurse, but I don't like dealing with bodily fluids. I have strong attention to detail, and I'm good with numbers and analysis, so I 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 Humana."
Written by Krista Wenz on May 25th, 2022
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 this career 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 and the specific HIM courses I took prepared me well for this role at Humana."
Written by Krista Wenz on May 25th, 2022
General
20. 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. Describe the core of your care philosophy. Keep your answer concise yet sincere.
Written by Krista Wenz on May 25th, 2022
1st 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."
General
21. To work at Humana, you have to be 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 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
Written by Krista Wenz on May 25th, 2022
1st 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."
General
22. 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 and your savvy as a small business owner working with a budget. It is ok to be creative with this answer.
Written by Krista Wenz on May 25th, 2022
1st Answer Example
"I love teaching yoga and have dreamed of opening my own studio. I made a plan to achieve this, including the space element, how many classes per week we would want, and how many workers I would need. I still need more capital to get it off the ground, but I 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."
Written by Krista Wenz on May 25th, 2022
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 happy with what I'm doing."
Written by Krista Wenz on May 25th, 2022
General
23. If Humana hired you today, what would you accomplish first?
How to Answer
When you start a new position, it is essential to set a goal to make a positive impact quickly after being hired. Tell the interviewer what your impact goal is, should you be a successful candidate. If you want your answer to make an impact, refer to the company's immediate needs, such as creating efficiency or updating technology.
Written by Krista Wenz on May 25th, 2022
1st Answer Example
"It is important to understand the business inside and out, so I would meet with people in all areas. Then, I would work with you on a 30, 60, and 90-day plan so we can review the most important elements to work on."
Written by Krista Wenz on May 25th, 2022
General
24. Describe a time your ethics were tested.
How to Answer
The interviewer asks this question to see that you are honest and have integrity. The interviewer wants to hear that you are ethical and can be trusted if hired.
Focus on providing an example of a time your ethics were tested in your profession. If you are new to this field, use an example from a previous job or while attending school. Some examples could be witnessing someone cheat or steal something.
Written by Krista Wenz on May 25th, 2022
1st Answer Example
"My ethics were tested while working at a retail store. I saw an employee put some items in her purse without paying for them and then leave on her break. I went to the break room to ask if she would like me to ring the items up, and she told me she didn't know what I was talking about and to mind my own business. I cannot tolerate people who lie and steal, so I told my supervisor about the incident. They replayed the surveillance cameras and saw I was telling the truth. After that, she was fired, and I received a promotion to Assistant Manager."
Written by Krista Wenz on May 25th, 2022
2nd Answer Example
"My ethics were tested when working as an insurance adjuster. I had a client who asked me to falsify their claim so they would get a larger check. I refused and explained that I could lose my license and go to jail for falsifying documents. I also told them they could go to jail and asked them to find a new insurance company after the claim was settled. I refuse to work with unethical people."
Written by Krista Wenz on May 25th, 2022
General
25. How can we motivate you on the job?
How to Answer
Every employer should know how each staff member is best motivated. Talk to the interviewer about the variety of ways you are best motivated on the job. The interviewer wants to see what motivates you and if you will be a good fit with the company culture if hired.
There is no right or wrong answer here. You might be motivated by praise from your superiors, being recognized for a job well done, or being offered promotions or extra job duties based on your performance.
Written by Krista Wenz on May 25th, 2022
1st Answer Example
"I am best motivated through words of praise and recognition for a job well done. I like to know that my efforts are noticed. We have a leader board in my current position, and I like that concept because it creates a healthy bit of personal competition in me."
Written by Krista Wenz on May 25th, 2022
2nd Answer Example
"I am motivated by being offered learning opportunities. I love gaining knowledge and feel that I am growing in my profession."
Written by Krista Wenz on May 25th, 2022
General
26. Tell me about your relationship with your previous boss.
How to Answer
The interviewer asks this question to see how you work with and speak of others. They want to know if you will be an easy person to work with or a challenge. When you answer this question, remain positive, even if the experience wasn't. Keep your answer short and respectful. Avoid talking about any previous drama, and do not speak poorly of your employer.
Written by Krista Wenz on May 25th, 2022
1st Answer Example
"I make a point of investing in coworker relationships. These relationships must be established early on, especially with my boss. My current boss knows that he can rely on me for anything in his absence, and my responsibilities have consistently increased to reflect that level of trust."
Written by Krista Wenz on May 25th, 2022
2nd Answer Example
"I have had healthier relationships in the past with previous employers, but we did the best that we could. Our communication styles were very different, which made it challenging."
Written by Krista Wenz on May 25th, 2022
Leadership
27. At Humana, we do a lot of community education 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 having the skills to teach others is critical.
Written by Krista Wenz on May 25th, 2022
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 and preventative services are available."
Written by Krista Wenz on May 25th, 2022
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 asked a lot of questions at family dinners and holidays. I provide a wealth of education to my family about how to make the most out of their insurance and understand the claims process."
Written by Krista Wenz on May 25th, 2022
Leadership
28. At Humana, 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 expect complete transparency when working with Humana. The modern job seeker knows that employers make mistakes and are likely to forgive mistakes as long as there is transparency and ownership.
Written by Krista Wenz on May 25th, 2022
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."
Written by Krista Wenz on May 25th, 2022
2nd Answer 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 and are often hidden. We've been doing this for six months now, and the room went from quiet to very enthusiastic and supportive."
Written by Krista Wenz on May 25th, 2022
Operational
29. 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 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, stress that you are successful in organizing your day.
Written by Krista Wenz on May 25th, 2022
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 Humana, you will never find me to be disorganized! I utilize my Outlook calendar and set alerts for deadlines and important activities. My documentation is strong as well."
Written by Krista Wenz on May 25th, 2022
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!"
User-Submitted Answer
"First, I plan my day on a to-do list. I then outline all the details that have to go into each work. I implement these details and review for accuracy once quickly and then slowly."
Written by an Anonymous User
Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
This answer is a good start; however, a touch vague for the robust question. The interviewer will also be looking for details on the systems that you use. Do you implement any tech or methodical approaches to your work? Lastly, if you have an example 'of a time when,' it would be a good idea to show your organizational skills and attention to detail in action with a brief story example.
Operational
30. 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 stay up to date with changing regulations and that you are motivated to do so. You may also be responsible for recommending changes that need to happen in the organization to comply.
Written by Krista Wenz on May 25th, 2022
1st Answer Example
"I subscribe to several blogs on this topic and read the news. I take 15-30 minutes a day during lunch to read. If I hear anything that 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."
Written by Krista Wenz on May 25th, 2022
2nd Answer Example
"I joined an association that sends out updates any time there is a changing regulation that could impact our function. We talk about best practices at each of our places of work so we are sharing information."
Written by Krista Wenz on May 25th, 2022
Operational
31. At Humana, 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 Humana.
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 nervous and uncertain about the future of their current provider and 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."
Written by Krista Wenz on May 25th, 2022
2nd Answer Example
"I have relationships with sales team members at our major competitors. I find it easier to have friends versus enemies because I know what is happening at their companies before it hits the news. They often give me leads that could be a good fit for our business and don't fit their product offerings because I've built a solid relationship with that sales team. I also try to help them when I can if it makes sense."
Written by Krista Wenz on May 25th, 2022
Operational
32. 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 complex to the average person, and the interviewer wants to know if you can handle an upset person. Show that you care about each caller and have empathy for each individual. Showcase your problem-solving skills and the fact you can handle a high degree of emotion on the phone without getting rattled while helping the customer and trying to get them what they need.
Written by Krista Wenz on May 25th, 2022
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 the bill. I let her talk without interrupting her and listened. I repeated 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 covered 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 covered 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."
Written by Krista Wenz on May 25th, 2022
2nd Answer Example
"I had a caller who didn't know what his statement meant; he said all of the medical terminologies 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 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."
Written by Krista Wenz on May 25th, 2022
Operational
33. 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 prepare so that the door doesn't slam in your face.
Written by Krista Wenz on May 25th, 2022
1st Answer Example
"I 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 I get in front of the right person. When I call, I present a data set that makes it hard to refuse a meeting with me!"
Written by Krista Wenz on May 25th, 2022
2nd Answer Example
"I utilize all of the Salesforce tools to keep 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 the pain points, and then put solutions together that specifically address their needs, not what I think they need."
Written by Krista Wenz on May 25th, 2022
Operational
34. At Humana, 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 for how you will work from home successfully. Some people can't handle this lack of structure, so show that you can be very productive.
Written by Krista Wenz on May 25th, 2022
1st Answer Example
"I was able to work from home a few days a week in my last role. I follow a specific routine. 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 I don't feel isolated."
Written by Krista Wenz on May 25th, 2022
2nd Answer Example
"I enjoy the flexibility that working from home offers. Last year, when I was in school, I had several online 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 online communities so it felt like my "classmates" were accessible. I also met with people face-to-face when I had the chance to build relationships. I would use all of these tools in this position."
Written by Krista Wenz on May 25th, 2022
Operational
35. How do you connect with a customer you are working with virtually?
How to Answer
At Humana, many roles involve customer service via chat or email. The interviewer wants to know if you can effectively resolve their questions while building relationships.
Written by Krista Wenz on May 25th, 2022
1st 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 in, 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."
Written by Krista Wenz on May 25th, 2022