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1.
1.
Kaiser Permanente has a diverse workforce. Talk about a time that you worked with a diverse team and what role did you play on that team?
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Are you accustomed to working with a very large or diverse team of individuals? Assure the interviewer that you can handle an environment that offers diversity. Even better, give an example of being able to embrace diversity in the workplace.
Example #1
"I have worked with diverse groups of people most of my career, including my time at the University. I am most comfortable, and happy, in this type of environment because it offers me unique learning opportunities. I have a full understanding that different cultures and beliefs can bring a team to its full potential because no stones are left unturned when new ideas are being thought of."
Example #2
"I am so glad you pointed out your need for diversity at Kaiser Permanente. I greatly value diversity. I grew up in a fairly homogeneous town in Montana. When I hit my 20's, it was so important to me to learn about other cultures. I worked with community volunteer organizations in Peru, inner-city Chicago, and Russia."
Example #3
"My current nursing team is very diverse and our team functions at its best when all members are bringing their own unique perspectives to the table. We all come from different backgrounds, different educations and different points of view and I truly respect the views of all people to help our team function at its best."
Anonymous Answer
"Where I work, we have a diverse team; we all work together by translating to patients, helping them understand when they have questions, and splitting the job to get it done on time."
Rachelle's Reply
This sounds like a very collaborative workplace. Good example!
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2.
2.
Kaiser Permanente was initially looking for someone with 5 years' experience in a similar role. Considering you have just 2 years' experience, would you be willing to accept this position at a lower salary?
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Are you willing to earn your way up if Kaiser Permanente does not want to offer you top compensation right away? Discuss with the interviewer what you would expect for compensation if offered this position. With most large organizations operating compensation under a pay scale, talk about your willingness to start at the bottom of the pay scale and working your way up if you truly can agree to that. Bringing up points of being compensated in relation to experience is important because it shows the interviewer that you understand the basic principles of compensation philosophy.
Example #1
"I would be happy to earn my way to the top compensation level if required. I do assure you that, despite my being shy of experience by a couple of years, I am a top performer and you would not be disappointed in my performance."
Example #2
"When I applied for this position, I fully understood that I didn't meet the experience requirements for this position. But being confident in my abilities as a newer worker in our field, I am very comfortable starting at the entry level of pay for this position and working my way up with experience. You'll quickly find that I am capable to perform this job with the highest of abilities despite not having the required five years of experience."
3.
3.
Have you ever made a critical mistake while on the job? How did you handle the situation?
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At Kaiser Permanente, integrity is held in the highest regard. While we are all human and make mistakes, the key to this question is how you handle the aftermath of a mistake to make things right. Your interviewer will be looking for you to own up to your mistake and do what it takes to correct it. Use a specific example and describe how you handled the situation and any lessons that you learned moving forward to prevent it from happening again.
Example #1
"Early in my nursing career, I was working a night shift with minimal staffing on our unit. In the early morning hours, I was tending to a patient that was still wide-awake and we ended up conversing for some time. When I went to continue my rounds, another patient had tried to get out of bed to make it to the bathroom and had suffered a fall. The patient, staying because of back surgery, was unable to hit the call button. I called for one of our CNA's to come and help me get the patient to the bathroom and back to his bed. While there was no injury, I was required to report the fall to our safety team and I did so immediately. Looking back, had I not stopped to talk so long with the other patient the fall may have been able to be prevented. Now, I make sure that I find that healthy mix of providing friendly care to my patients while being timely on my rounds."
Example #2
"In my current role as the lead scheduler, I am responsible for making the schedules for the schedulers in three different departments. Not long ago, I received a call on a Friday morning when I was scheduled to be off work and was told that an employee hadn't reported for their shift. Immediately, I logged on to our email system to find out that the employee in question had requested the day off and I had totally missed their communication to me. In owning up to my mistake, I quickly changed my plans for the day and reported to work to cover the shift. Looking back, I now make time in my calendar every day to review all emails that have come in and take action on any that are required so that nothing gets missed."
Anonymous Answer
"Once I was filling a prescription for 90 days 90 tablets. I didn't notice we have new 90 tablet bottles instead of the 30 tablet bottles, and I filled 3 of 90 tablets bottle instead of 3 of 30 tablets. When the pharmacist noticed I fix my mistake, and from that day, I double-check the quantity in the bottles in case the quantity changes."
Rachelle's Reply
Great work giving your example and then highlighting how you corrected the error. You also made sure to take action so that this did not happen again. These are exactly the steps that an interviewer would be looking for.
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4.
4.
Why do you think you will be successful in this role with Kaiser Permanente?
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Rather than just sharing how you have gone above and beyond expectations in the past, focus on how your qualities will help you to meet and exceed expectations with Kaiser Permanente. Discuss the reasons why will you be great at this job. Talk about your qualifications and skills that will help you to do this job well. If you can, match your strengths to the requirements outlined in the job description.
Example #1
"Knowing that the main mission of the organization is improving the health of the communities that Kaiser Permanente serves, my forward thinking vision will make me a very successful employee in this role. Never being complacent, my creative thinking and project leadership skills will serve your organization greatly."
Example #2
"Outside of my excellent clinical skills, the biggest attribute that I will bring to the table for Kaiser Permanente is my empathetic approach to treating patients. In a community type setting, my main goal is to build relationships with my patients to keep them coming back to me for their care. I believe that building a strong rapport with patients through trust and compassion is the key to a successful healthcare organization."
Anonymous Answer
"I will be successful in this role because I'm responsible, hardworking, learn fast, multitasker, and I'm reliable. Also, I am organized, bilingual, and I have pharmaceutical knowledge. I work good under stressful situations, and I'm good at resolving patients' problems."
Rachelle's Reply
These are all excellent skills to have, and you sound very talented! Be sure that some of the skills you mention are a match with what Kaiser Permanente is looking for in the job posting or job description.
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5.
5.
What is your greatest weakness?
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Pick a weakness that is not a core skill for this position. You can be candid in your answer; recognizing that you aren't great at something and acknowledging your need to improve. Be sure to have an action plan in place for improving on this weakness.
Perhaps you are watching TED talks to gain skills in a particular area, reading the latest-and-greatest book on the subject, or maybe you are taking a seminar at a nearby community center. We are all human with our weaknesses, so don't be afraid to share yours!
Perhaps you are watching TED talks to gain skills in a particular area, reading the latest-and-greatest book on the subject, or maybe you are taking a seminar at a nearby community center. We are all human with our weaknesses, so don't be afraid to share yours!
Example #1
"I believe I could improve on some technical skills including Excel and Word. Currently I am at a beginner to intermediate level; however, I would be more comfortable at an advanced level. I have enrolled myself in an evening/weekend workshop for the next six weeks. We will see how stellar my skills are after that course!"
Example #2
"I know this will come off as cliche, but it's truthful. My weakness is in not delegating. I know what I want to be done and how I want it done, so it's often easier to do it myself. However, it can inhibit my ability to grow. I cannot take on every step of a project; I need to be able to give the task or a portion of it to another team member or direct report, let go of the control and know it will be taken care of. I've spoken with my current manager about it, and we've developed a system where he can call me out on the behavior since often I'm not aware of it. By bringing awareness to it at the moment, I find my propensity to hold onto control has decreased, so I'm certainly moving in the right direction."
Example #3
"As I look back on my career and my life outside of work, my greatest weakness has always been my avoidance of conflict. While sometimes a good thing, there were times when I was fearful of even expressing my own beliefs or thoughts in thought that I would upset someone. Over time, I have learned to be open and honest with people in expressing my views in a nice way and this has really opened my eyes that most people are really very accepting of new ideas. I continue to work on this on a daily basis."
Anonymous Answer
"One of my greatest weakness is being unable to maintain focus for extended periods when engaged in long mental tasks. I have always performed best on tasks that require active verbal or physical interaction. To help challenge this weakness, I have actively made an effort to take breaks even if it is for a few minutes to refocus. Additionally, time management strategies such as to-do lists and prioritizing based on urgency and importance have helped with overall performance."
Rachelle's Reply
It sounds as though you've made an excellent effort to overcome this weakness. It's great that you recognize what you need to best focus. Good answer!
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Anonymous Answer
"I think my weakness is that I take too much to do. I tend to help the pharmacist with a resolution, and at the same time, fill, input, and answer the phone. I have been working on it by asking for help; if I'm helping the pharmacist, I ask another tech to fill or input."
Rachelle's Reply
Good answer! It's great that you are working on asking for help from a variety of people when needed.
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6.
6.
In your opinion, what makes you a great problem solver?
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Employers want to know that you have a methodical approach to problem-solving. Consider the skills and qualities that help you successfully face problems. Perhaps you have a keen eye for detail. Maybe you can see opportunity when others can only focus on the issue. Share your strengths as a problem solver, and your ability to come up with innovative solutions.
Example #1
"I am a great problem solver because I do not allow stress to cloud my judgment and mute my sound decision making. I am a keen observer with a great memory which allows me to recall unique solutions or ideas."
Example #2
"I believe I am a great problem solver because I am sure to gather as many facts as possible. I look at the problem and its potential solutions from multiple angles, and I am not afraid to make a creative decision that might seem off the beaten path. In a recent project in my department, I was tasked with participating on a team that looked at our dispensing of medications and how our processes could be improved. As part of the team, I lead the cause of making sure that we took all factors into account and walked through all solutions that we could imagine. I utilized many resources for research, both inside and outside of our organization, and these resources were crucial in our successs."
Anonymous Answer
"I am a great problem solver because I know that it is a process that requires me to think rationally and not allow my feelings and judgments from looking at the facts. Also, when solving any problem, it is important to be able to identify as many possible solutions as possible in case one of them might not work out. In seeking out possible solutions, I also seek feedback and support from others when needed and also plan on how to cope in case of a solution does not go as planned."
Rachelle's Reply
Your problem-solving approach is fantastic! You offer multiple solutions, look at the issue from all angles, and aren't afraid to ask for help when needed. Well done!
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Anonymous Answer
"I listen to both sides."
Lauren's Reply
See my suggestion below; expanding your response presents as more professional.
Lauren's Reply
"I am a great problem solver because I can approach an issue and find multiple ways to solve it. Flexibility and seeing dynamic opportunities to solve issues is a strength of mine."
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7.
7.
What type of work environment do you dislike working in?
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Are you pretty flexible in your ability to work in most environments? Have you experienced a position where the atmosphere wasn't conducive to your productivity? Be sure to know the type of situation offered in this position prior to the interview. If you aren't completely clear on the workplace environment or culture, kindly ask the interviewer to expand on the work environment for you. Keep your answer in a positive light and if you discuss a prior negative work environment, talk about how you overcame the situation to thrive.
Example #1
"I can be productive in most work environments, so long as the mentality is positive and teamwork is encouraged. In a previous position, the department and my colleagues operated in a very negative and toxic manner that started with our leader. To help myself on a day to day basis, I tried to stay as positive as possible with others and wouldn't be the person to pass along negativity. In fact, if a particular rumor or bad news was being passed along, I would simply squash it and move on."
Example #2
"I prefer to focus on the positive, so if it's okay, I would like to share with you what my ideal work environment looks like. My ideal environment is organized, collaborative, positive, energetic, and encouraging. I love working with like-minded people who set challenging goals for themselves. I thrive when I work for supervisors who encourage curiosity and creativity in problem-solving."
Anonymous Answer
"I'm flexible to work in any environment. Companies hire a lot of people with a different way of thinking, and that could be a problem for some people. Still, as long you respect each other, do your job with a positive attitude, you can change any environment to a positive one."
Rachelle's Reply
It sounds as though you embrace diversity and different opinions, which is great!
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Anonymous Answer
"I dislike when there's work politics. I also dislike when the morale of the lab is low."
Lauren's Reply
Take this as an opportunity to market yourself as a positive employee who can enhance a work environment.
Lauren's Reply
"I dislike working in a negative, low morale environment that is plagued with office politics. I am a very energetic, positive person who would like to contribute to a healthy, collaborative team."
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8.
8.
With the ongoing changes in the healthcare services industry, how do you keep your knowledge current?
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Employers expect employees to stay up-to-date on their respective field, and today's technology makes this reasonably easy! List several ways that you receive your industry knowledge and stay on top of trends.
Tell the interviewer about those daily update emails you receive from professional organizations, conferences you attend, and seminars you have taken.
Lastly, it's a great idea to ask the interviewer what resources they refer to for industry trends. That question can start up a great conversation, and you may learn a thing or two as well.
Tell the interviewer about those daily update emails you receive from professional organizations, conferences you attend, and seminars you have taken.
Lastly, it's a great idea to ask the interviewer what resources they refer to for industry trends. That question can start up a great conversation, and you may learn a thing or two as well.
Example #1
"Every morning I listen to X Podcast because I find the information to be fresh, and valuable. In addition to this podcast, I also subscribe to a couple of industry blogs. One is ABC, and the other is XYZ. I greatly value the information shared between fellow professionals. What resources do you prefer to stay on top of industry trends and changes?"
Example #2
"I am an avid fan of google alerts! I will receive an email with the related information any time there is a major headline about the healthcare services industry. In addition to this, I also subscribe to a couple of medical-related journals."
Example #3
"Having worked in the healthcare field for seven years now, I have really grown to appreciate the importance of continuing medical education and I jump at any chance to further my knowledge base in the field. I recently attended a pediatric trauma course that really opened my eyes to new techniques I could use in our emergency room."
Anonymous Answer
"As a certified pharmacy tech, I have to continue learning. I am registered at powerpack.com, where I get emails with anything new that happens in the medical field. I also learn a different kind of articles and submit my test to renew my certificate. I also receive emails from different pharmacy pages with interesting articles."
Rachelle's Reply
It sounds as though you lean on a variety of reputable sources, which the interviewer should be happy to hear. Are there any resources from Kaiser Permanente that you could subscribe to, and then mention in your interview?
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9.
9.
What do the words "Customer Service" mean to you in this healthcare role?
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Kaiser Permanente is 100% focused on the service that they provide to their many customers. Your role with the organization could potentially put you in front of patients, vendors or family members of patients and all are considered customers of the organization. Talk about how your role can have an effect on the customers of the organization and how you go about providing excellent service to those customers.
Example #1
"As a nurse, my customers are my patients and their family members and I look to be at my best in providing excellent care and compassion to them. My care reflects on the organization as a whole and with the fact that word of mouth travels fast, I want my patients to come back again for their healthcare needs. Furthermore, I consider my coworkers in other departments as part of my customer base because my work can often have an impact on their work. I strive to write complete notes in the EMR and communicate effectively on patient hand-offs to them."
Example #2
"Having spent my career working in healthcare education with large institutions, my customers are the employees that I train and the educational materials vendors that I work with on a daily basis. To best suit my internal customers in their training, I ensure that I am a subject matter expert in setting I am providing education. During training sessions, I take a methodical and knowledgeable approach with my students and keep an open ear for questions. If I promise any follow-up to my students, I do so in a timely manner. To my external vendor customers, I speak openly and honestly about our organizational needs and partner with them to create innovative and effective training sessions for our employees."
Anonymous Answer
"To me, it means to have a positive attitude to patients, smile and make them feel comfortable, answer any question they have, or resolve any issues they have. Make them think we care about them as if they were our family members so that they will come back."
Rachelle's Reply
Your version of customer service sounds warm, welcoming, and caring. Very nice answer.
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10.
10.
If Kaiser Permanente hired you today, what would you accomplish first?
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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 increasing budgets, or improving patient care, for instance.
Example #1
"When we were speaking earlier, you mentioned that you were urgently seeking to improve the level of patient care and compassion at this facility. I want to offer my strong skills when it comes to building patient rapport and help to improve the satisfaction of everyone that uses the services of Kaiser Permanente. I plan to make a positive impact very quickly."
Example #2
"Coming onboard to a tight knit group like the Patient Experience team, my first goal would be to get to know each and every person on the team and find out what I can do to make their job easier and more efficient. I know that working as a team is of utmost importance and the team members having a clear understanding of how we can work together would be extremely beneficial."
Example #3
"In looking to further my career in the healthcare quality field, I know that Kaiser Permanente has the highest of quality standards for the care that they provide. If hired onto the team here, my first goal would be to learn and understand the quality measurements that the organization utilizes and study prior work that has been done to improve those measurements. By seeing and understanding the history, I can help guide a plan moving forward for the team."
Anonymous Answer
"I will learn fast all I need to know to better help patients so I can answer their questions and make them feel cared for and improve patient care."
Rachelle's Reply
Learning fast is a wonderful way to serve your customers and help your new team to be a strong as possible. Great answer!
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11.
11.
What part of your healthcare career brings you the most stress?
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Stress can often be a regular part of the day to day work experience. Talk to the interviewer about which areas of your career are the most stressful. Ensure that your answer does not include a factor that would make you appear unfit for the position. (IE: a bus driver should not find driving to be the most stressful part of the job).
Example #1
"The part of my career that brings me the most stress is when the schedule is running behind due to lack of hustle on mine or my teams part. I like to be on time with my schedule to ensure that our patients and clients are assisted properly."
Example #2
"To be completely transparent, I probably bring myself the most stress because of my innate desire to be the best. I strive for perfection too often, which causes undue stress on myself. I manage this by focusing my energy on productive activities that are good for my career."
Example #3
"In all honesty, the thought of a poor outcome with a patient is what stresses me the most. Early in my career, I probably worried too much about the fear of failure with my patients. With some great advice from some mentors in my role, I have harnessed that fear into the ability to go above and beyond for my patients to help ensure that I've done my part to create a great health outcome for them."
Anonymous Answer
"Patient adherence, the idea of patients, not taking their medications like they are supposed to, and affecting their health, can be stressful. By talking to them, explaining how important it is for them to take their prescriptions daily, and offer them auto-fill on their prescriptions, and enroll them on ready reminder will help them take better care of their health."
Rachelle's Reply
I can see how it would be stressful when you care for your patients' success so much! It sounds as though you do everything possible to ensure your patients are set up for success.
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12.
12.
Tell me about yourself.
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Take a few minutes to tell the interviewer a few things about yourself. You can begin with your recent education, family life, volunteer work, or talk about your travels. Bring up anything that is interesting and highlights your ability to be a responsible, reliable, and bright individual on the Kaiser Permanente team.
Example #1
"A bit about me - I love to travel, read, and conduct research. I am a recent grad from Columbia University and have spent the past 12 months traveling the world. It was the best experience that I could have given myself as I was able to learn so much from seeing how the rest of the world lives. I returned to the US just last month and had been actively looking for work the past couple of weeks. I am looking forward to getting into the routine of a career again."
Example #2
"I am an avid marathon runner and have traveled to 10 countries in the last eight years to compete in a variety of races. I am a competitive individual and enjoy keeping fit. Being newer to my career in healthcare services, my biggest goal as of late has to take as many related courses and workshops as possible. I am eager to get a great start on my career."
Example #3
"From a young age, I was raised around a farm and animals are a huge part of my life. My spouse and I are a foster home for abandoned dogs and we love this aspect of our lives. We also raise chickens and goats and have a couple of horses as well. Outside of our animals, my family loves to camp around the region and we do so for many weekends each year."
Anonymous Answer
"In 2006 I started working at Giant Eagle pharmacy as an OTC associate. I also help the pharmacist with anything they needed from translating to ringing up customers. At the same time, I was going to school to become a tech and got a job at a Wal-Mart pharmacy as a tech in 2010, and I have been working there since."
Rachelle's Reply
Your work history sounds strong, and it seems as though you are very loyal to your work. If you can add in a little bit more about your education, that would round out your answer nicely.
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13.
13.
Kaiser Permanente supports a healthy work/life balance for all employees. How do you balance life and work?
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It is essential to keep a healthy work/life balance to prevent burnout in any career Talk to the interviewer about how you can maintain that appropriate balance for yourself.
Example #1
"I find that with the right company, it's pretty simple to balance life and work. When I enjoy what I do it doesn't feel like a chore. I am always sure that when at home, my family gets my attention first. I take time on the weekends to do things for myself and ensure that I regenerate before the work week begins."
Example #2
"I make a strong effort to keep a healthy balance by spending my free time away from my cell phone and having more face-to-face time with my friends and family. I indulge in the things that make me happy on my time off. By consistently rejuvenating in this way, I can give even more energy when I am at work."
Example #3
"Outside of my career, my priorities in life are my family and being outdoors. When not at work, I spend many days outdoors with my family and I have found that time in the woods or on the water help refresh my body and prepare me well for the next time I step into my job."
Anonymous Answer
"I like my job, and I enjoy what I do. But when I'm home, I don't think about work. I want to relax, read a book, meditate, go out with my friends or take my mom to eat at a good restaurant and enjoy my day off to come back to work recharged."
Rachelle's Reply
It sounds like you have a very full personal life, with a fantastic work/life balance. Very good answer!
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14.
14.
Do you prefer to work in a team based position or individually?
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In which situation are you the happiest and most productive? Talk to the interviewer about your preference when it comes to teamwork or working individually. Be sure to avoid pigeonholing yourself into one particular scenario (IE: I only like to work by myself). You may work well without the need for much management or direction, or perhaps you are better driven in a collaborative and team led environment. Either way, be honest with the interviewer about your preferences without leaning negatively, either way.
Example #1
"Whether I am doing an independent project, or working in a team environment, I always give my best. I enjoy the camaraderie of working in a team, but I can be successful working autonomously as well."
Example #2
"I have found, in the past, that I work well in an individually driven environment; however, I can certainly be productive in a team-based setting as well."
Anonymous Answer
"I work good with minimum supervision, but I also enjoy working with a team. Either way, I always do my best, and I make sure the job is done the way it suppose to be."
Rachelle's Reply
Nice! You are showing the interviewer that you are highly capable in either situation.
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15.
15.
Patient care requires a strong amount of compassion, and Kaiser Permanente strives to provide compassionate care to their patients. Do you consider yourself a compassionate person?
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To succeed in the healthcare services industry, you should have a solid level of compassion for your patients or customers. Talk to the interviewer about the compassionate qualities that you possess. How would you rate your level of compassion for others?
Example #1
"I understand that compassion is one of the top qualities that I need to bring to the workplace, being in the healthcare services profession. I consider myself a very compassionate individual. I am warm-hearted, responsive to my patients' needs, and always empathetic."
Example #2
"My main reason for pursuing a career in healthcare was due to my compassionate nature with people. While I always do my best to provide kind and considerate care to my patients, I heavily emphasize things like patient privacy and patient advocacy when necessary. These go above and beyond what it means to provide compassionate care."
Anonymous Answer
"I see myself as a compassionate person; I see more than a sick person picking up their prescription. I don't know what the patient could be going through, but showing I care for them and treating them like family will make a difference for them to feel better."
Rachelle's Reply
This is a great response, and it shows that you truly do care about the people that you come across every day.
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16.
16.
How would you describe your personality?
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Kaiser Permanente is an extremely large and diverse organization and their hiring managers are looking to piece together teams that are diverse and well-rounded. The interviewer is looking for more information on your personality and how you will mesh with the existing team and what new traits you may be able to bring to the team. Be open and honest about your personality traits with your interviewer on this question.
Example #1
"I would describe my personality as approachable, light-hearted, and positive. I believe that, if asked, my colleagues and supervisor would say the same about me. My coworkers and patients always have an easy time talking to me and bouncing new ideas my way. Even when times get tough, I'm often looked upon to bring a contagious positive attitude to my team."
Example #2
"I'm genuinely easy-going, probably from all the international travel I experienced in my 20's. I like to do the right thing, and sometimes I get stressed trying to reach that goal, but I think it's a worthwhile endeavor. I can be funny, but my sense of humor is pretty dry, so people don't always know that about me when they first meet me."
Example #3
"I have always been naturally introverted, but I have turned that personality trait into an advantage for me. With my coworkers, I am the person that is usually quiet and taking in as much information as possible when we are in a problem solving environment. Once they get to know me, my colleagues know that my mind is continuously thinking of new ideas and only speaking about them when it is determined to be a good time. I love working as part of a team and my colleagues take well to my personality."
17.
17.
Kaiser Permanente seeks to hire those with strong problem solving skills. When were you able to successfully resolve a problem in the workplace?
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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 specific time when you were creative, proactive, and displayed the leadership qualities required to resolve a workplace issue.
Example #1
"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."
Example #2
"I was working in a clinic where the primary population was low income. We had a lot of concerns with patients not showing up for appointments when expected. The staff wanted to start double-booking patient time slots. Instead, I got permission to spend a day in a highly-rated clinic serving the same population. Instead of scheduling, they had these 'drop-in mornings' with a common waiting room. I took these methods and incorporated them into our setting. We did that twice a week, and it completely solved our scheduling problem."
Example #3
"In my current position, we were running into several issues about a year ago that involved the inventory and stocking of supplies in patient rooms. After communicating the issue with my director, we realized that there wasn't an efficient inventory tracking system and supply ordering system in place for our clinic. I was tasked with spearheading a task force. In leading this project, I gathered a diverse team around our clinic that went through a rigorous process of defining the problems and creating solutions to those issues. In the end, we developed a user-friendly inventory and ordering system and we defined what roles in our clinic would be responsible for those duties."
Anonymous Answer
"I was helping a customer once who came to pick up her injectable prescription. We told her we were going to order it and it was supposed to be there that day. But her prescription was on troubleshoot, and no one order it. The lady said she needed the medicine that day, and if she didn't have it that day, she will go to a hospital and send the bill to us. I called McKesson and ask them for a specialty same-day delivery and explained the situation to them, I told the patient we will receive it that night and apologized when she came to pick it up, and I make sure we always have it on stock for her."
Rachelle's Reply
It sounds like you handled this matter with utmost urgency and great customer care. This is a very good example of your problem resolution skills.
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18.
18.
Have you ever been involved in ordering medical supplies, maintaining inventory, or other types of health care related administrative duties?
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TOP ANSWERS
OUR COACH SAYS
The interviewer would like to know if you understand what it takes to keep on top of ordering medical supplies and inventory. Assure the interviewer that you are capable of foreseeing needs, and making the appropriate action. Highlight your ability to be responsible when it comes to related administrative tasks.
Example #1
"I have experience in ordering medical supplies and maintaining inventory. I fully understand that there is an art to being properly organized when it comes to the availability of supplies. For medical ordering and inventory, I have used a variety of software and programs such as ABC and XYZ."
Example #2
"Yes. I used to do this in my former position. I was responsible for maintaining supplies on the general surgery ward for five years. It was great at working behind the scenes with the result being efficiency for others."
Anonymous Answer
"Yes, the pharmacist and I are the ones that order prescriptions most of the time. I also check what's low and order specialty if it's a fast mover. I make sure the on hands are right for the computer to order what's on auto order. I also help the pharmacist manager every year when there is inventory and make sure it was done right with nothing missing and control inventory when we come at 9 pm and count all controls."
Rachelle's Reply
Excellent! It sounds like you have the experience the interviewer would be looking for. If possible, also try to mention which programs or software you are experienced in when it comes to ordering or doing inventory.
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19.
19.
Give an example of a time when you had to go above and beyond the call of duty when working as part of the team. What was the challenge you faced and how did you handle things with your teammates?
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TOP ANSWERS
With an organization the size of Kaiser Permanente, working as part of a diverse team is a necessity in any position. Using a specific example from your work history, talk about a specific time where you had to go the extra mile as part of a team to make a project a success. In detail, discuss any hurdles you had to overcome and how you worked with your teammates to handle the challenge.
Example #1
"In my current position, I was part of a team that was tasked with evaluating and improving our patient discharge procedures from our unit. As we met for brainstorming and solution ideas, we realized that our new process decisions would effect many other departments. Knowing that, I reached out to key players from our emergency department, nursing administration and med/surg unit to take part on our committee. In the end, their participation ensured that all departments that this decision would effect had a say in the new process."
Example #2
"Throughout my career, I've always love working as part of large, inter-departmental teams where my leadership skills can fully be utilized to bring out the best in people. On a recent project, I was part of team that was testing new EHR's that we would potentially put to use in our organization. Prior to bringing in representatives from three hand selected companies, I brought up the idea of getting references on them first. My idea was to talk to users of EHR systems at all levels. To do this, we developed a survey where respondents could answer questions on the EHR regarding ease of use, effectiveness and effect on patient care. Once developed, I researched and put out contact to users of the systems and we saw a great response rate to the survey. This process helped make our project a success in the end."
20.
20.
Kaiser Permanente is a very large organization and values the promotion of employees from within. What are your ultimate career goals in the healthcare field and what are you doing to fulfill those goals?
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TOP ANSWERS
OUR COACH SAYS
The interviewer would like to dig deeper into your true areas of interest when it comes to healthcare services. They want to know that your passions align well with what Kaiser Permanente is offering. A large organization like Kaiser Permanente walks a fine line when talking about promoting from within because departments want long-tear retention wile also wanting their employees to reach their goals within the walls of the organization. Be up front and honest on your career goals with your interviewer and make sure that your interest falls within the realm of the position that you are interviewing for.
Example #1
"If I could expand my expertise in any healthcare service area I would choose anything within primary care. 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 to eventually work in primary care with a great organization In my current organization, I have been picking up extra shifts in Family Medicine to expand my skills."
Example #2
"I'm interested in research. One of the things that attracted me to working with Kaiser Permanente is your ongoing community-based research collaborations. I'd be curious to hear if the (clinic/hospital/program) had any needs in this area. Is this something junior staff can be involved in?"
Example #3
"Having worked as an RN for eight years now, my ultimate career goal is to be in a leadership position like a department director. I am currently pursuing my MBA to help advance me into a leadership position later in my career, and I'm hopeful that opportunities will exist down the road with Kaiser Permanente when I am ready to demonstrate my ability to lead."
Anonymous Answer
"I am happy with what I do as a pharmacy tech. I love my job. In the future, I will like to be a PA and help more people."
Rachelle's Reply
Wonderful! Are there any specific action steps you would need to take to reach your goal of becoming a PA?
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21.
21.
Working at Kaiser Permanente requires strong organizational skills and attention to detail. How do you ensure that your work is properly organized and highly accurate?
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OUR COACH SAYS
The success of the healthcare industry thrives on the accuracy of information and organization. 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.
Example #1
"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 Kaiser Permanente, 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."
Example #2
"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. But this is usually just for transitions. Every clinic I've ever worked in has its way of communicating and recording facts, so I put time and attention into using the system the people around me are using. That way, its easier to transition care, and the patient has all their info in the same place. My notebook saves me when I'm swamped, but I try to be efficient and put info directly into the (group record/EMR/chart) when I can."
Example #3
"Working as part of a large team, there is a need to be extremely accurate in my patient care notes. This accuracy ensures that patient care transitions from one caregiver to the next. I document all necessary information as soon as possible so that the record is up to date and accurate. Our jobs require multi-tasking, so I tackle one patient at a time while giving each patient my full attention."
Anonymous Answer
"I'm a very detailed and organized person. I like to manage my time to finish my projects on time. Takes notes when I have to and double-check my work to make sure it's done right like typing prescriptions. Just like when I fill, I make sure the bottles are organized and in their place."
Rachelle's Reply
It sounds as though you are highly organized and methodical in your work. Do you utilize any computer programs or even apps on your phone to keep your tasks organized?
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22.
22.
In order to work for Kaiser Permanente, you must be able to pass a full criminal background check. Do you consent to a full background check?
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OUR COACH SAYS
Working in the healthcare services industry means that you are in contact with vulnerable people, children, pharmaceutical drugs, drug-related equipment, confidential information, and other areas of sensitivity. Assure the interviewer that you are able and willing to pass a complete background check. If you have a criminal record, you must disclose this.
Example #1
"I have a clean criminal record and am happy to comply with any background check you require of me."
Example #2
"No problem. I understand that it's part of the job. But I want to be up-front, I have done a full background check before, and there is a possibility you will see a charge for possession of marijuana in the check. It was several years ago, and it's no longer an issue for me because I've made significant changes in my life to pursue this career. But I don't want you to be surprised by the information. I'm happy to answer any questions you have."
Anonymous Answer
"Yes, I understand I have to have a clean background, and I'm happy to comply with it."
Rachelle's Reply
Straightforward answer - very good!
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23.
23.
What is your patient care philosophy?
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TOP ANSWERS
OUR COACH SAYS
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.
Example #1
"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 patients whenever possible. Everyone has the right to compassionate care."
Example #2
"I have three philosophies when it comes to my work. One for the clinic, one for me, and one for the patient. First, I work in a system, and I respect that. I follow the rules, I maintain my certifications, and I appreciate the policies and values of whatever site I work. Patient care is a privilege, and I respect the role I have in clinical care and the part other people have. Second, I want to be the best at what I do. Every day I learn something, and that's because I choose to get better. Last, I adapt to the individual. If I'm meeting the requirements of my position, and evolving within my profession, then I am free to adjust to my patient and be the provider they need. Some patients need a lot of attention; some want less, and some need boundaries. I have trained myself to adapt my communication style, so a patient gets what they need."
Anonymous Answer
"Do my job and do it right. Try to do the best I can for patients and remember always to be compassionate with them and treat them like I want my family members to be treated, and go the extra mile helping them."
Rachelle's Reply
This is a personal and caring approach. I really like this answer! Just some food for thought...how does this response align with the Kaiser Permanente philosophy? Are there shared values that you could also mention?
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24.
24.
At Kaiser Permanente, we take pride in our great relationships with clients, vendors, coworkers, and patients. Do you consider yourself to be a strong relationship builder?
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TOP ANSWERS
OUR COACH SAYS
Assure the interviewer that you would treat everyone at Kaiser Permanente with great respect and a positive attitude. Discuss the ways that you would build strong and healthy relationships if hired.
Example #1
"I have often been complimented on my relationship-building skills. I like to get to know people and ask them questions about themselves. Most people love to talk about themselves, and I find it's a great and simple way to start building rapport with others. I consider myself to be a strong relationship builder and take pride in my 'people skills'. Rest assured, I would be a great ambassador of positive relationships for Kaiser Permanente."
Example #2
"My desire to become a nurse stemmed from my passion for helping people when they are most vulnerable. As a successful nurse, at this point in my career, I got to where I am at today by providing the best customer service in the clinical environment by building great relationships with my patients. These relationships are created from the ground up. I start this by building trust in my patients with my clinical expertise and my interpersonal skills. I am an attentive listener and a compassionate caregiver. Once this trust is developed, my patients can fully trust me and recommend my services to future patients."
Example #3
"I am happy to hear that Kaiser Permanente values long-term relationships. This fact is a bonus for me, and it's one of the reasons I chose to work in the medical field. I like working in an industry where genuine care is valued. Healthcare is not a place for gimmicks because health is precious and irreplaceable. I've had a lot of success by focusing on building a reputation for consistency and followup. What you describe is a good fit for me, reputable vendors value these skills, and I'd like to represent a company that wants to create long-term sustainable partnerships."
Anonymous Answer
"I believe I have good customer service with my patients, and coworkers because I treat them with respect, ask them how are they doing. I even talk about what they are going through. I'm a good listener, and my coworkers and patients like that about me."
Rachelle's Reply
It sounds as though you have exceptional patient service skills! Any hiring authority should feel comfortable putting you in front of their valued customer base.
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25.
25.
Talk about the importance of integrating yourself into the community in which you practice medicine. How would you effectively do this?
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TOP ANSWERS
One of Kaiser Permanente's primary values is making the communities in which they practice a healthier place. They expect their healthcare providers to be an integral part of these communities as participants and leaders. This question is an opportunity for you to discuss community service types of activities that you hold near and dear to your heart.
Example #1
"Since my college days, I have taken great pride in my community service by volunteering at the local food pantries and homeless shelters. I am very fortunate to be where I am at today, and I think it is vital that people lend their time and efforts to help those that are less fortunate."
Example #2
"Currently, I spend one weekend a month building homes for Habitat for Humanity. I learned the construction trade at a young age, and I love being able to help families get the home of their dreams. As well, I am an active participant in my local rotary club. If I were to be offered this position, I would look forward to bringing these services to this area as well."
Example #3
"Knowing that I wanted to pursue a career that involved healthcare and science, I received my bachelor's degree in Cytotechnology from Thomas Jefferson University. Having worked in the field in Philadelphia for a few years, I am greatly excited about this opportunity with Kaiser Permanente because of the opportunity to work as part of a larger team and to help make this community a better and healthier place to live."
26.
26.
In the healthcare services industry there are many emotions in a day. Have your emotions ever been in the way of your productivity?
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TOP ANSWERS
OUR COACH SAYS
The interviewer wants to know if you consider yourself to be an emotionally driven person. Talk to the interviewer about your emotions and if they have ever affected your productivity at work.
Keep in mind - almost everyone is an emotional creature to some degree, but there are other ways that you can describe yourself that have a more positive connotation. If you are passionate, you could choose to refer to yourself as:
- Expressive
- Communicative
- Open
- Unreserved
- Warm-Hearted
Keep in mind - almost everyone is an emotional creature to some degree, but there are other ways that you can describe yourself that have a more positive connotation. If you are passionate, you could choose to refer to yourself as:
- Expressive
- Communicative
- Open
- Unreserved
- Warm-Hearted
Example #1
"Everyone is emotional to a certain degree, and I would consider myself kind-hearted and open. A career in healthcare can be emotional at times; however, I choose to focus on the positives. For instance - if we are close to losing a patient, I will focus on the positive memories rather than the illness. This mindset has consistently allowed me to continue with a productive shift no matter the emotions that come my way. "
Example #2
"This is a great question. I think the right answer is, 'of course, but not for long'! We've all had those tough cases. A child dies, a patient yells at you, or you have to give someone a cancer diagnosis. It's professional to take a few minutes after an encounter like that and let those emotions come and go. I cope with these emotions by telling myself that it's not my story, its the patient's story. I think it's okay to be moved by someone else's experience, but I don't need to make it mine."
Anonymous Answer
"I'm human, and of course, I feel sad if one of my patients has bad news if a customer dies or something happens to my coworkers or someone I care about, but I also don't let those feelings affect my job and productivity."
Rachelle's Reply
There is a balance between allowing normal emotion and allowing it to impact your work. It seems you have found that balance. Nice work!
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27.
27.
How do you feel you would fit in with the cultural values and diversity at Kaiser Permanente?
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TOP ANSWERS
The sheer size of Kaiser Permanente makes them a very culturally diverse organization. Employees of the organization must be able to work with a wide variety of people in a wide array of departments. Talk about the importance of a diverse team and give examples of a time where you thrived in this type of environment. Your interviewer will be looking to hear that you have done your research on the organization.
Example #1
"Knowing that Kaiser Permanente employs over 180,000 people and has an extremely diverse workforce, I truly value diversity and the importance it plays in a sound and successful business. Human beings all grow up in different manners and under different philosophies. When we become working adults, it is this fact that can help bring many ideas to the table in a work environment. In my current job, I work with a very diverse team, and we all value each other's thoughts and ideas equally. I take the time to get to know my coworkers and what makes them tick internally to ensure that we work better together. I also keep myself open to my colleagues so that they can know and understand me better as well."
Example #2
"The people on the frontlines of a business are vital to the success of any organization. The size of Kaiser Permanente and the number of employees here make the fact that diversity is of utmost importance, and I know that I would thrive in this environment. I value the input and ideas from all members of teams that I work on, and a diverse workforce opens the organization up to many more ideas. Even in my current role with a much smaller organization, we have a great amount of diversity, and that makes our team much more effective. I would look forward to working in an organization of this size to better experience an even wider amount of diversity."
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