Kaiser Permanente Interview
Questions

6. In your opinion, what makes you a great problem solver? 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. Here is an answer example: "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." Here is an answer example: "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 medica"tons 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 irsources foerresearch, both inside and outside of or organization, and these resourcue were crucial in our successs."7. What type of work environment do you dislike working in? 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 here in a positive light and if you discuss a prior negativ ework environment, talk about how you overcame the situation to thrive. Here is an answer example: "I can be productive in most work environments, so long as the mentality is positive and teamwork is encouraged. In a previous position, the " Here is an answer example: "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."8. With the ongoing changes in the healthcare services industry, how do you keep your knowledge current? 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. Here is an answer example: "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?" Here is an answer example: "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." Here is an answer example: "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."9. What do the words "Customer Service" mean to you in this healthcare role? 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. Here is an answer example: "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." Here is an answer example: "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."10. If Kaiser Permanente hired you today, what would you accomplish first? 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. Here is an answer example: "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." Here is an answer example: "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." Here is an answer example: "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."11. What part of your healthcare career brings you the most stress? 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). Here is an answer example: "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." Here is an answer example: "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." Here is an answer example: "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."12. Tell me about yourself. 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. Here is an answer example: "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." Here is an answer example: "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." Here is an answer example: "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."13. Kaiser Permanente supports a healthy work/life balance for all employees. How do you balance life and work? 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. Here is an answer example: "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." Here is an answer example: "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." Here is an answer example: "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."14. Do you prefer to work in a team based position or individually? 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. Here is an answer example: "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." Here is an answer example: "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."15. Patient care requires a strong amount of compassion and Kaiser Permanente striv.e to provide compassionate care to their patientss Do you consider yourself a compassionate person? 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? Here is an answer example: "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." Here is an answer example: "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."16. How would you describe your personality? 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. Here is an answer example: "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." Here is an answer example: "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." Here is an answer example: "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. Kaiser Permanente seeks to hire those with strong problem solving skills. When were you able to successfully resolve a problem in the workplace? 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. Here is an answer example: "In my most recent position we had a consistent problem with employees showing up late for their shifts or calling in sick at the very last moment. Rather than the typical documenting and reprimanding style that management usually takes, I decided to track the results of an accountability reward system. For 180 days, my employees were rewarded for coming to work 10 minutes early. Also, for every month with zero sick days, a bonus was added. In the end, we awarded those with perfect attendance a $600 bonus. The bonus' cost us less money, in the end than the cost of lowered productivity due to absent employees. The program was a success, and upper management chose to keep it implemented for another six months. We will re-assess in December, but it seems to be working very well." Here is an answer example: "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." Here is an answer example: "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."18. Have you ever been involved in ordering medical supplies, maintaining inventory, or other types of health care related administrative duties? 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. Here is an answer example: "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." Here is an answer example: "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."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? 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. Here is an answer example: "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." Here is an answer example: "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. 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? 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. Here is an answer example: "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." Here is an answer example: "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?" Here is an answer example: "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 able to demonstrate my ability to lead."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? 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. Here is an 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 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." Here is an 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. 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." Here is an answer example: "Working as part of a large team in the past, I have been required to be extremely accurate in my patient care notes to ensure that the care of my patients is transitioned from one caregiver to the next. During my shift, I ensure that 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."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? 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. Here is an answer example: "I have a clean criminal record and am happy to comply with any background check you require of me." Here is an answer example: "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."23. What is your patient care philosophy? 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. Here is an 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 patients whenever possible. Everyone has the right to compassionate care." Here is an answer example: "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."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? 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. Here is an answer example: "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." Here is an answer example: "My desire to become a nurse stemmed from my passion to help 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 and 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 are able to fully trust me and recommend my services to future patients. " Here is an answer example: "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. In the past, 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, these skills are valued by reputable vendors, and I'd like to represent a company that wants to create long-term sustainable partnerships."25. Talk about the importance of integrating yourself into the community in which you practice medicine. How would you effectively do this? One of Kaiser Permanente's main values is making the communities in which they practice a healthier place. They expect their healthcare provider sto be an integral part of the communities as participants and leaders. This is a time for you o discuss community service types of activities that you hold near and dear to your heart. t Here is an answer example: "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." Here is an answer example: "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." Here is an answer example: "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. In the healthcare services industry there are many emotions in a day. Have your emotions ever been in the way of your productivity? 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 Here is an answer example: "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. " Here is an answer example: "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. Its 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."27. How do you feel you would fit n to the cultural values and diversity at Kaiser Permanente?i 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. Here is an answer example: "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 others 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." Here is an answer example: "The people on the frontlines of a business are vital to the success of any organization. The size of Kaiser Permanente and the amount 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."