We strive to delight our customers. Give an example of a time when you brought joy to a customer in a previous role.
The members and people that the team at UnitedHealth Group works with can be going through some very trying times in their lives. Their claims team may be working with people who are struggling to pay bills or have discovered that they have a life-changing diagnosis. Those working in direct patient care and care in the community can face a number of emotional situations. It is important to the company's success that every interaction they have with patients and members leads to a bright spot in their day, so your interviewer wants to hear that you will bring that ability to the role you are interviewing for. Put some thought into a time when your actions and/or words brought happiness into someone's life. As you answer, paint a clear picture of how you did this and why you felt it was important.
"As you are aware, my background is in drug and alcohol counseling, and ensuring that those recovering from addiction find that bright spark or emotion is very important in their recovery. During my time working on an intense inpatient unit, having really simple conversations about family and hobbies could provide that bright light at the end of the tunnel and I became very good at having these conversations. I remember one particular patient who was in detox for heroin addiction and was having a very tough initial few days on the unit. I took extra time that day to sit down and just talk about life, to find what it was outside of their addiction that truly made them happy. After finding out it was video gaming, I sought permission to get a unit brought into his room the next day and the patient was so excited and thankful. In this role with UHG, I will take pride in taking the extra time to ensure the happiness of the providers and members I will be working with."
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Anonymous Answer
One of our guests wanted to propose to his girlfriend, so when they were out of their suite, we set up a private dining table with roses and chocolate-dipped strawberries and a chilled bottle of champagne. Also, we had it worked out with the guest that he had pre-order dinner through room service to be at the room at a specific time. All the planning was carried out perfectly, and his girlfriend said yes to the marriage proposal.
Rachelle's Feedback
This is such a great story! It must have been fun to be involved in this as well. A great example of catering to your customers' unique needs.
