Humana Mock Interview

Practice 35 Humana interview questions covering healthcare values, member advocacy, and innovation.

WRITTEN BY KRISTA WENZ
QUESTION 4 OF 35

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?

ALSO ASKED IN Anthem

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.

"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."

"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."

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35 Humana Interview Questions & Answers

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01 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? OPERATIONAL 02 What inspired you to apply for this position at Humana? DISCOVERY 03 The health industry is strongly influenced by changing legislation. How do you stay current with new rules and regulations that impact our industry? OPERATIONAL 04 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? OPERATIONAL 05 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. BEHAVIORAL 06 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? BEHAVIORAL 07 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. LEADERSHIP 08 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? OPERATIONAL 09 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. BEHAVIORAL 10 To work at Humana, you have to be passionate about compliance and accuracy. Tell me why this is important to you. GENERAL 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. BEHAVIORAL 12 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? BEHAVIORAL 13 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. BEHAVIORAL 14 Humana seeks to hire those with strong problem-solving skills. When did you successfully resolve a problem in the workplace? BEHAVIORAL 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? BEHAVIORAL 16 What is your patient care philosophy or customer care philosophy (if coming from different industry)? GENERAL 17 If you could expand your knowledge and expertise in any area of the health plan space, which would you choose? DISCOVERY 18 At Humana, we believe in continuous feedback. Tell me about a time you received constructive feedback. What did you do after hearing this? BEHAVIORAL 19 Tell me about your healthcare-related education and training. EDUCATION 20 At Humana, innovation is really important to us. Give an example of an innovative idea you've had recently. BEHAVIORAL 21 We encourage professional curiosity in our workplace and an entrepreneurial mindset. If you could start your own business, what would you do? GENERAL 22 How do you connect with a customer you are working with virtually? OPERATIONAL 23 If Humana hired you today, what would you accomplish first? GENERAL 24 What is your process of explaining technical information to people who aren't technical? COMMUNICATION 25 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? BEHAVIORAL 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? OPERATIONAL 27 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. BEHAVIORAL 28 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? OPERATIONAL 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. BEHAVIORAL 30 At Humana, we believe in transparency with our health insurance customers and our employees. Tell me about your leadership style in regards to transparency. LEADERSHIP 31 Tell me about your relationship with your previous boss. GENERAL 32 How can we motivate you on the job? GENERAL 33 Describe a time your ethics were tested. GENERAL 34 What are your salary expectations? DIRECT 35 This concludes our interview. Do you have any questions for me? DIRECT

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Krista Wenz
Written by Krista Wenz
35 QUESTIONS & ANSWERS · HUMANA
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