At Kaiser Permanente, you will likely face some difficult questions from customers that you may not know the answer to. Your interviewer will be looking to hear that you can be resourceful by knowing the correct resources to turn to when this situation occurs. Tell your interviewer that you'd do your best to master info relevant to your role. Still, for the instances that you're not ready with an answer, you'd take responsibility by seeking out answers with technical specialists at Kaiser Permanente or within any online materials at hand. Make sure also to discuss how you let the customer know that you need to seek out more information to put the customer at ease.