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Lifetime Healthcare

30 Interview Questions & Answers

1.
The health insurance industry is very complex. All of our positions require strong organizational skills and attention to detail. How do you ensure that your work is properly organized, and highly accurate?
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1.
The health insurance industry is very complex. All of our positions require strong organizational skills and attention to detail. How do you ensure that your work is properly organized, and highly accurate?
Talk to the interviewer about the ways that you ensure accuracy and organization in your day to day activities. Perhaps you use a particular app or software. Maybe you are a pen and paper person. Whatever your method, be sure to highlight that you are successful in organizing your day.

Michelle's Answer #1
"I am a highly detailed person, and I thrive on having a high level of organization in my day. This organization includes my scheduling, paperwork, and more. If I am offered a position with Lifetime Healthcare you will never find me to be disorganized! I utilize my Outlook calendar and set alerts for myself for deadlines and important activities. My documentation is strong as well."
Michelle's Answer #2
"I'm a bit of a nerd. I carry around a notebook and write down important facts if I think there is a chance I will forget them. However, I put time and attention into using the latest technology that others on my team are leveraging so we can be more efficient. If there is a way we can share information, it will help everybody!"
2.
What inspired you to apply for this position at Lifetime Healthcare?
The interviewer is looking to hear what in particular, has led you to apply. Pick out exciting elements from the job post, parts about the company you love from your research, making sure to show enthusiasm and passion in your answer.

Michelle's Answer #1
"I applied for this position at Lifetime Healthcare because I want to make navigating health insurance easier for everybody. I saw that this is one of your strategic initiatives and I could truly make an impact in this role."
Michelle's Answer #2
"For example: "I wasn't actively looking for new roles, but after reading the job ad for this role, I felt like I couldn't pass it up. It sounds like an exciting adventure into some new spaces for the company and I love building new programs and systems."
3.
The health industry is strongly influenced by changing legislation. How do you stay current with new rules and regulations that impact our industry?
The interviewer wants to make sure you are staying up to date with changing regulations and that you are motivated to do so. You not only have to be aware, but then recommend changes that need to happen in the organization to comply.

Michelle's Answer #1
"I subscribe to several blogs on this topic and make sure I'm reading the news. I try to take 15-30 minutes a day during lunch to read. If anything I'm hearing would cause a major process change, I think about whether or not I can handle it for my team or if it needs to be elevated to my leader."
Michelle's Answer #2
"For example: "I joined an association who sends out updates any time there is a changing regulation that could impact our function. We actually talk about best practices at each of our places of work so we are sharing information."
4.
We work with patients and customers who are confused or upset about their medical insurance. Tell me about a time you had to teach and train an upset customer. How did you handle the situation and what was the outcome?
Health insurance can be very complex to the average person and the interviewer wants to know if you can handle a person who is very upset. Show that you care about each caller and that you have empathy for that individual. Showcase your problem solving skills and the fact you can handle a high degree of emotion on the phone without getting rattled, still helping the customer, and trying to get them what they need.

Michelle's Answer #1
"I had a caller the other week who was crying because her insurance didn't cover a procedure that she had a month prior. She was very upset and stated that she couldn't afford to pay this bill. I let her talk without interrupting her and listened. I repeated back to her what the issue was to make sure I understood her correctly. I took her information down and looked up her account to see what her insurance covered. I discovered that our insurance did cover 80% of the procedure, but she had to pay for the other 20%. Through further conversation in a calming voice, I was able to tell her that insurance did cover a big portion of the procedure and gave her the number of the financial assistance office at the hospital to see if they could put her on a payment plan for the remaining portion. I knew from my experience that most health care systems offer this. She sounded relieved and grateful when we hung up and thanked me for my help."
Michelle's Answer #2
"I had a caller who didn't know what his statement meant- he said all of the medical terminology didn't make sense to him. I wrote down his questions and then pulled up his statement and walked him through each part so he understood the statement. He actually didn't have any payments he would be responsible for, so he was very happy. He didn't know this until I took the time to walk him through the statement. He thanked me at the end of the call."
5.
At Lifetime Healthcare, we deal with confidential patient data. Tell me about a time you followed HIPAA regulations even when it wasn't easy or convenient to do so.
The HIPAA privacy rules are paramount in the health insurance industry. The amount of patient data you have access to is overwhelming. Make sure you can show your understanding of the rules while displaying your own personal integrity in upholding them.

Michelle's Answer #1
"I was faxing over some patient data to a clinic. I didn't get a confirmation back so I checked the fax number and it was not correct and went to the wrong location. I could have just walked away and gone back to my desk, but not knowing who was on the receiving end of that data, I had to report the incident. I felt awful about it, but it was quickly resolved and if I would have said nothing, it could have escalated into a huge fine for the company. Plus, I'm an honest person, so I had to tell the truth."
Michelle's Answer #2
"For example: "My neighbor got into a car accident a few weeks ago and she told me that some of her claims had been denied. She begged me to go into work to see what I could find out. I had to tell her there was no way I could do that and it was a huge HIPAA violation. I mentioned to her that she should call our Lifetime Healthcare call center and asked for Lynn, who I knew could help her. I felt bad that she put me in that position, but good I could give her a person to call who could hopefully address her concerns."
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