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Kaiser Permanente Mock Interview

Question 29 of 37 for our Kaiser Permanente Mock Interview

Kaiser Permanente was updated by on March 28th, 2024. Learn more here.

Question 29 of 37

How would you handle communicating bad news to a colleague or patient at Kaiser Permanente?

"I've spent many years coordinating patient appointments and greeting patients in a clinic setting. There have been many times when a provider's schedule suddenly changes and I've had to make the call to patients to let them know their appointment would have to be rescheduled. This typically doesn't go over well with them with access being difficult, but I let them know of the situation and give them all options for rescheduling as soon as possible. I make sure to tell them that we are very sorry for the situation and that I'm willing to help them. With Kaiser Permanente, I think these skills I've developed will be key in my work with your members."

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How to Answer: How would you handle communicating bad news to a colleague or patient at Kaiser Permanente?

Advice and answer examples written specifically for a Kaiser Permanente job interview.

  • 29. How would you handle communicating bad news to a colleague or patient at Kaiser Permanente?

      How to Answer

      Whether you are interviewing to join Kaiser Permanente's nationally ranked neurosurgery team or in claims processing on the insurance side of their business, the reality of the healthcare world is that their members will be delivered difficult information daily. If you are being considered for a patient-facing role there, your interviewer will need to be confident in your ability to be honest, empathetic, and professional in these situations. If you have direct experience delivering bad news to someone on the job, use your best discretion to talk about this while maintaining patient confidentiality. As you discuss how you will handle this with Kaiser Permanente, make sure to highlight how providing the right setting and speaking in the proper tone will be aspects you prioritize.

      Written by Ryan Brunner on February 29th, 2024

      Answer Example

      "I've spent many years coordinating patient appointments and greeting patients in a clinic setting. There have been many times when a provider's schedule suddenly changes and I've had to make the call to patients to let them know their appointment would have to be rescheduled. This typically doesn't go over well with them with access being difficult, but I let them know of the situation and give them all options for rescheduling as soon as possible. I make sure to tell them that we are very sorry for the situation and that I'm willing to help them. With Kaiser Permanente, I think these skills I've developed will be key in my work with your members."

      Written by Ryan Brunner on February 29th, 2024

      Anonymous Interview Answers with Professional Feedback

      Anonymous Answer

      "Delivering bad news to a patient is very difficult. My approach is to be empathetic, soft-spoken, and truthful. In my current position, when a patient has a post-procedural pneumothorax that requires a chest tube and a hospital stay, I gently explain what happened, the need for the chest tube, and the hospital stay."

      Amanda's Feedback

      Balancing empathy with honesty is key when communicating bad news. You've shared a pertinent example that illustrates you know how to deliver difficult news in a professional setting. Consider sharing how patients react to the way you communicate. For example - Does your ability to calmly share facts with empathy and answer any follow-up questions help patients relax and adapt to the change in their situation?
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