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?

"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."

"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."