How to Answer: How would you support a member who just received a terminal diagnosis?
Advice and answer examples written specifically for a Kaiser Permanente job interview.
2. How would you support a member who just received a terminal diagnosis?
How to Answer
In supporting members, there will come a time that you will need to support members who've recently received scary news such as a terminal illness. Kaiser interviewers are looking to see how empathetic you can be in these situations while remaining tactful and professional.
Answer Example
"In my current role, I recently supported a member who was advised that her husband had stage four brain cancer. This was sad and shocking news to her because her husband was otherwise very healthy. In explaining her costs associated with treatment, she became quickly overwhelmed and unconsolable. I immediately wanted to jump to solve mode and fix things for her, but I realized there was absolutely nothing for me to do. I sat with her quietly and let her cry for as long as she needed to. She started to calm down and apologized. I reassured her that there was nothing to be sorry about and cry as long as she needed to. She was so appreciative and thanked me for not making her feel bad."