MockQuestions

Saint Vincent Hospital Mock Interview

Question 4 of 35 for our Saint Vincent Hospital Mock Interview

Saint Vincent Hospital was updated by on June 24th, 2022. Learn more here.

Question 4 of 35

Tell me about a time when you had to address an angry patient or colleague. What was the problem and how did you resolve it?

"As a scheduler in my current role, I have to navigate angry customers more than I would like to. To cope with angry patients who are having their appointment rescheduled, I take the stance that people who are upset want to be heard and respected, and used this approach with a patient that used very foul language with me. I remained calm and listened, empathized, and reassured him that I was there to support him and resolve the matter. By remaining calm and collected, he apologized and we worked through finding a new mutual appointment time that worked on both ends."

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How to Answer: Tell me about a time when you had to address an angry patient or colleague. What was the problem and how did you resolve it?

Advice and answer examples written specifically for a Saint Vincent Hospital job interview.

  • 4. Tell me about a time when you had to address an angry patient or colleague. What was the problem and how did you resolve it?

      Why the Interviewer Asks This Question

      Working directly with patients can put you face to face with people that are sick, stressed, or even in a downright foul mood. Working alongside others in the hospital setting can put you in situations where pressure brings out the worst in some. Your interviewer wants to know that you can professionally handle stressful or uncomfortable interpersonal situations if they are to consider you for this role at Saint Vincent Hospital.

      Written by Ryan Brunner on June 24th, 2022

      How to Answer

      Briefly describe a time you faced an angry individual on the job. Be sure to highlight your ability to remain patient and rational in the face of conflict because that is what your interviewer is ideally looking to focus on. Focus the bulk of your response on the positive action you took and the resolution you came to with the patient or colleagues rather than details of the conflict itself.

      Written by Ryan Brunner on June 24th, 2022

      1st Answer Example

      "As a scheduler in my current role, I have to navigate angry customers more than I would like to. To cope with angry patients who are having their appointment rescheduled, I take the stance that people who are upset want to be heard and respected, and used this approach with a patient that used very foul language with me. I remained calm and listened, empathized, and reassured him that I was there to support him and resolve the matter. By remaining calm and collected, he apologized and we worked through finding a new mutual appointment time that worked on both ends."

      Written by Ryan Brunner on June 24th, 2022

      2nd Answer Example

      "Last year, we had a patient present to the emergency room that was severely intoxicated and had some very bad cuts and lacerations from falling through glass. The pain, mixed with the intoxication, made him very combative with the staff. Having been well trained in this situation, I ensured that security was present and we had the staff to restrain him while we bandaged him up quickly to prep for exam. While doing so, I spoke in a calm voice to let him know that we were there to help and he eventually relaxed and fell asleep."

      Written by Ryan Brunner on June 24th, 2022

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