Kaiser Permanente Customer Service Representative Mock Interview

Practice 20 Kaiser Permanente Customer Service Representative interview questions covering member inquiries, healthcare protocols, and empathy-driven support.

Question 1 of 20

How do you go about requesting feedback from your customers?

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Ryan Brunner

Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.

In the healthcare industry, regular surveys to patients and customers help organizations like Kaiser Permanente be recognized and improve for their services. Talk to the interviewer about your desire to obtain customer feedback and why it is critical to your team's success. Be sure to mention the methods used in your work past that highlights how you are familiar with obtaining customer feedback in the work you've done with them.

Ryan Brunner

Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.

"My current organization is small, and we do not have an existing process for capturing and analyzing customer service data. In our business, we have every customers' email and phone number. Once a month, I select a handful of customers that I call directly. For the remainder, I send out an auto-email. I ask questions such as 'would you recommend our store to others? and 'on a scale of 1-10, how satisfied were you with your overall experience?' I also leave room for open-ended questions such as 'what could we do differently on your next visit?' Once I have compiled some valuable data, I will present it to my team in our monthly meeting. We can brainstorm ideas for improvement and move forward from there. If I receive consistently negative feedback on one particular team member, I will offer further coaching or take corrective action in a one-on-one setting."

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20Kaiser Permanente Interview Questions & Answers

Customer Service Manager

1.How do you go about requesting feedback from your customers?

Customer Experience Specialist

2.How do you define good customer service?

Customer Representative

3.Give me an example, outside of a call center, where you have pleased a customer?

Customer Representative

4.Talk about a time when you feel like you failed at customer service. What did you learn from that situation that you would bring to the Kaiser Permanente team?

Customer Representative

5.If hired at Kaiser Permanente, what area do you feel you could improve in as a Customer Service Agent?

Customer Representative

6.What work experiences do you have in customer service that you feel would greatly benefit the customer service team at Kaiser Permanente?

Customer Representative

7.Over the past year, have you had any unexcused absences from work?

Customer Representative

8.If Kaiser Permanente was flooded with customers and you were required to work overtime, how would you react?

Customer Representative

9.How would you respond to a question that you do not know that answer to on the job?

Customer Representative

10.Describe a situation where a customer reacted very negatively towards you in an interaction. How did you handle that situation?

Customer Representative

11.What interests you in coming to work for Kaiser Permanente?

Customer Representative

12.How do you make the work that you do fun and exciting?

Customer Representative

13.If you were hired at Kaiser Permanente, how quickly would you expect to be on your feet and running on your own on the customer service team?

Customer Representative

14.If a customer demands to speak to a manager, what do you do?

Customer Experience Specialist

15.How would you describe your communication skills?

Customer Experience Specialist

16.What three words would you use to describe yourself?

Customer Experience Specialist

17.What motivates you to work hard on a day to day basis?

Customer Experience Specialist

18.What one or two skills do you think are most critical to success on the Kaiser Permanente customer service team?

Customer Experience Specialist

19.Talk about a time you went above and beyond the call of duty for a customer. Why did you do this?

Customer Experience Specialist

Kaiser Permanente Customer Service Representative Mock Interview

How do you go about requesting feedback from your customers?

20Kaiser Permanente Interview Questions & Answers

1.How do you go about requesting feedback from your customers?

2.How do you define good customer service?

3.Give me an example, outside of a call center, where you have pleased a customer?

4.Talk about a time when you feel like you failed at customer service. What did you learn from that situation that you would bring to the Kaiser Permanente team?

5.If hired at Kaiser Permanente, what area do you feel you could improve in as a Customer Service Agent?

6.What work experiences do you have in customer service that you feel would greatly benefit the customer service team at Kaiser Permanente?

7.Over the past year, have you had any unexcused absences from work?

8.If Kaiser Permanente was flooded with customers and you were required to work overtime, how would you react?

9.How would you respond to a question that you do not know that answer to on the job?

10.Describe a situation where a customer reacted very negatively towards you in an interaction. How did you handle that situation?

11.What interests you in coming to work for Kaiser Permanente?

12.How do you make the work that you do fun and exciting?

13.If you were hired at Kaiser Permanente, how quickly would you expect to be on your feet and running on your own on the customer service team?

14.If a customer demands to speak to a manager, what do you do?

15.How would you describe your communication skills?

16.What three words would you use to describe yourself?

17.What motivates you to work hard on a day to day basis?

18.What one or two skills do you think are most critical to success on the Kaiser Permanente customer service team?

19.Talk about a time you went above and beyond the call of duty for a customer. Why did you do this?

20.How would you describe your work style?