Some of our positions require you to assess a patient over the phone. What are some of the steps you take to make sure you get the information needed to determine next steps?
Triaging over the phone is a really critical skill. Most health care systems have protocols, but the voice on the other end of the line makes a huge difference in putting that worried patient at ease or help them know what to do next. Show the interviewer how you have mastered this.
"I have worked in a pediatric clinic on the triage line. Most parents, especially new parents, have so many questions about what is normal and what isn't. My number one strategy is to thank them for asking and not make them feel like it is just a little thing and that they shouldn't have called. My strategy is to listen, probe for more detail, and agree upon a solution they are comfortable with."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
I would answer the line and assure the patient that I'm here to help and listen to what they need. Make the patient feel comfortable.
Lauren's Feedback
This is a great answer. I assisted with providing a bit more depth.
I try my best to build positive rapport with patients, whether it is in-person or over the phone. If I were assessing a patient over the phone, I would use a clear and warm tone. I would begin by explaining the purpose of the call so that the patient knows what to expect. I would try my best to help the patient feel comfortable and listen attentively to their responses. I would have a list of questions that were appropriate for their concerns and follow protocol to direct the patient to the next level of care.
