Have you ever had to go above and beyond the call of duty on the job in the past? What do you think are some ways team members at UnitedHealth Group do this?
UnitedHealth Group's mission in seeking to enhance the overall health care system and improve the overall health and well-being of the people they serve often requires going the extra mile, far beyond a standard job description. Try to think of a time when you took the initiative to think outside the box and go above what was required of you to provide a great result or satisfy a customer. As you answer, it's important to explain why you decided to take this action. Then, make sure to speak to UHG's core values of innovation and performance as you explain the ways that the role you are interviewing for could go the extra mile.
"Yes, I certainly have and am always willing and ready to do so as part of the UnitedHealth Group team to help satisfy a client. I know that they are the lifeblood of your success and can envision that your team works tirelessly to research claim inquiries and ensure that quick payment recovery occurs for clients. Looking back over the last five years of my career in my current role, I think of one particular client I was supporting who was having a lot of trouble reading and deciphering billing statements and insurance charges they were receiving. Knowing that this elderly individual was lost in the process, I read through her statements with her and noticed that there were likely some coding errors that could alter what was actually being covered by insurance. I encouraged her to call the provider's office to clarify, and I was sure glad I did because a majority of her re-coded things ended up being covered. I was certainly happy to provide this extra service for her."
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 am a retail sales & customer service associate in my current role, but I've been known to take on an unofficial "IT Support" role within the store. When the POS system glitches, usually during a transaction, or the sound system stops working, I'm the person my co-workers and employer calls on to walk them through the situation and resolve the issue, and I'm good at it.
Rachelle's Feedback
A wonderful example of going beyond the basic function of your role. I enjoy your approach to storytelling because you're clear, to the point, and engaging. Well done :)
Anonymous Answer
Our system allowed employees to make notations that didn't follow a systematic pattern. As a result, information in the system was hard to understand and often vague. I was able to create a template with all of the necessary information so that when the next person accessed the account or there was someone new working with that particular insurance, they knew exactly how to enter information. I began using this template and brought the issue and the solution to my manager. The process was implemented with and anyone could utilize the program.
Cindy's Feedback
Great solution. Can you also explain the outcome? Was it easier to understand notes after the template was implemented?
Anonymous Answer
My company has moved over to a new system and we all still have questions. I asked my manager if we can get a board to hang up and whatever new questions someone has answered already or found an easier way to research something we can write it on a piece of paper and place it on the board. My manager thought it was a great idea. This will save time and it will help us in the case we forget.
Marcie's Feedback
This is a great example of taking initiative! You had a good idea, and you shared it with others so it could benefit everyone. Nice job! You might, however, want to see if you can think of another example that shows you going above and beyond more so than just sharing a smart idea. Have you ever worked extra hours to meet a tight deadline? Have you ever done something outside of the ordinary to exceed a customer's expectations? Your example is a good one and you can definitely include it here, but if you are able to supplement with another example like mentioned it will really strengthen your answer.
Anonymous Answer
Having been in my previous role for a long time; I was familiar with the ebbs and flows of the business. In some instances, I had to work longer to finish certain tasks, if they were pushed back to the next day, we would be facing problems and complications, or simply lose a customer and their business.
It was never expected of me to go above and beyond to stay longer, but I decided to do that so the company won't be losing business.
Marcie's Feedback
Nice. It sounds like you were willing to work hard and even stay late sometimes to benefit the company and your team, which the interviewer will be happy to hear. Good job! This is a great example to provide in your response.
Anonymous Answer
At a previous job working in a lab, we had a lot of no-shows for physical appointments. I came up with a better workflow idea and offered to make the callbacks and reminders for lab appointments instead of another department. I was given a week to see how it worked out, and we went from having 10-15 no-shows a day to having 0-1.
Amanda's Feedback
You've done a good job using a specific example from a previous role to show how you went above and beyond to solve a problem and shared a positive outcome. However, this question is asking how you've stretched in your current role rather than a past position. Consider improving your answer by sharing a similar experience in your current position.
Anonymous Answer
I pride myself on going above and beyond the expectations of my role. One example is when a client had data that needed to be analyzed but was struggling to get the project completed. Having excellent MS Excel skills, I did a training session with her and helped her pull the data together in a format that she could report on.
Marcie's Feedback
Great! This is a good example of a time when you went above and beyond for a client. Can you give more details about the type of data and exactly what the project was? Was it outside of your job responsibilities to provide a training session? How did your help impact the end result of the project and was the client happy? The more details you can provide, the better!
Anonymous Answer
In my current position, I saw that our staff was manually recording insurance payments in Excel, which was making P&L reporting extremely tough. I prepared an entire excel page utilizing the formulas so that everyone on the team understood exactly how to insert a number and there was uniformity. After that, the data in the reports was considerably better and more accurate.
Amanda's Feedback
Well done! This is a good example of your ability to identify a problem, create a solution, and implement it. You've also shared the positive result. You can enhance this answer further by sharing how your coworkers or supervisor responded to your solution. Did they comment on how easy it was to use or appreciate how it streamlined reporting?
Anonymous Answer
As a founding member of a Financial Planning and Analysis team, your role has no boundaries. The real focus is on the "customer" needs. Customers can be senior management, who are responsible for shareholders and investors. Customers can be business partners, who need to drive business performance and manage operations. Customers can be your peers across different business functions, who need to understand how to contribute to the success of the business. I see my role as a linchpin, always stretching, going out of my way to make sure the business needs are met, and always anticipating the requirement and standards I set for myself. It is challenging, but ultimately extremely fulfilling.
Marcie's Feedback
Nice! You have done a great job here of explaining what your role is and who you serve. It sounds like it's a job that requires you to be very adaptable. Can you give a specific example of something that you did that was beyond your regular responsibilities? More specific details will make your response even more meaningful. Good job!
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