MockQuestions

Kaiser Permanente Customer Service Specialist Interview Questions

25 Questions and Answers by
Angela has supported hiring efforts for over 15 years. She's a Senior People Business Partner and a Career Development Manager for Hive and Bloom. She's conducted thousands of interviews and reviewed countless resumes.

Question 1 of 25

Can you share your best practices for protecting PHI and follow HIPAA guidelines?

Customer Service Specialist Interview Questions

  1. 1.

    Can you share your best practices for protecting PHI and follow HIPAA guidelines?

  2. 2.

    How do you help a member when you don't know the answer to their question?

  3. 3.

    Have you ever been given feedback you didn't agree with?

  4. 4.

    What does it mean to take ownership of a call?

  5. 5.

    Tell me about a time you disagreed with a policy or rule and how you handled it?

  6. 6.

    What do you think are the most important characteristics of a great Customer Service Specialist?

  7. 7.

    Tell me about a time you dealt with a difficult member and how you handled it?

  8. 8.

    Tell me about a time you disagreed with your leader and how you navigated that?

  9. 9.

    Name a time you went above and beyond for a member?

  10. 10.

    How do you respond in stressful situations?

  11. 11.

    What best practices do you use to portray friendliness over the phone?

  12. 12.

    Tell me about a time you anticipated a member's needs?

  13. 13.

    Tell me about a time you received excellence customer service?

  14. 14.

    Can you tell me about your relevant experience?

  15. 15.

    Tell me about yourself.

  16. 16.

    What is your strongest attribute?

  17. 17.

    Can you tell me about a time you didn't provide great customer service? How did you course correct?

  18. 18.

    Tell me about a time you demonstrated extreme empathy with a member?

  19. 19.

    How do you manage extreme change?

  20. 20.

    What are you best practices for members who are difficult to understand?

  21. 21.

    Can you tell me what steps you would take for a member who has called several times or spoken to several agents?

  22. 22.

    What best practices do you use during a crisis call?

  23. 23.

    What is your understanding of the "minimum necessary rule?"

  24. 24.

    How would you support a member who just received a terminal diagnosis?

  25. 25.

    What are your best practices around documenting member calls?