UnitedHealth Group Mock Interview
Practice 37 UnitedHealth Group interview questions covering healthcare policy, data ethics, and patient outcomes.
Question 13 of 37
We seek to hire those with strong problem-solving skills. When were you able to successfully resolve a problem in the workplace?
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Example Answer
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Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.
The high-quality results that UnitedHealth Group strives to achieve through its core value of performance often require solid problem-solving skills from its staff. The key to answering a question like this is to have a good feel for the job you are interviewing for and discuss where you feel the pain points might be that require keen problem-solving abilities. For example, when looking at teams that work with insured members, there will be a great amount of policy details that they might have to reference and a new person on that team needs to be able to think on their feet quickly and think resourcefully. Remember to also answer the question by talking about a time you used your problem-solving skills to resolve a tough issue.
Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.
"I would envision that a field account manager here at UnitedHealth Group has to be able to answer tough questions from customers on benefits and coverage questions and I want you to be assured that I would come here as a very resourceful person that's ready to learn and solve these customer issues. Last year in my current job, I had a customer call me in the evening who was experiencing some downtime in their HR and Benefits system that we had sold them. Being a customer-focused rep, I didn't wait until the morning to help solve their issue. Rather, I got on a three-way call with our IT support team and the customer and stayed on the entire call to ensure that things were up and ready for their staff that needed immediate access to the system."
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Anonymous Answer
A lot of my previous job was solving problems. In one instance, we had a guest unhappy with the room they selected in an on-line booking. Shortly after checking in, they immediately took to social media with negative feedback. I knew who this guest was and contacted them, and by getting them a different room, they were pleased with their stay with us and removed the negative feedback and replaced it with positive feedback on our establishment.
Rachelle's Feedback
This example highlights the quick thinking on your part! You show signs of being proactive and customer-focused. Well done!
Anonymous Answer
During the summer, I was interning at a firm where two different CRMs were being used even though the underlying data was the same. I helped the team keep the data in sync. I led the quality assurance team, and I analyzed the end-to-end data flow to arrive at a test plan. I managed the testing efforts of the team, and at times, collaborated with different teams to resolve any obstruction to the work. I moved past the first phase of the project and into production without a single error.
Rachelle's Feedback
It sounds like you made a significant difference for this particular company! You do a good job describing your actions. It would be great if, at the end of your response, you could expand on the measurable results your actions delivered.
Anonymous Answer
Our billing partner was not coding payment plans correctly. As a result, reports revealed the age of outstanding balances. When I identified this as a problem, I ran a report, checked on the accounts, and had them updated with the correct information so this information would no longer show up.
Cindy's Feedback
Great. This shows that you are proactive. Did you take any action to solve the problem in the long-term?
Anonymous Answer
Very good question! There was a prospective job that was very lucrative but due to its location was rejected by many contractors. I started looking for logistics that the crew can benefit from. I Brokedown the cost of accepting the contract; focused on the surrounding area of the job location for viable solutions. In the end, I had a rough estimate of what the cost would be with the details of where the crew can eat, stay and etc. I shared it with my boss, he was ecstatic. The next day the company accepted our proposal.
Marcie's Feedback
This is an excellent example of a time when you successfully solved a problem in the workplace. It shows that you are diligent, organized, detailed, and a creative thinker. Nice job!
Anonymous Answer
At a previous job, we had 3 of us on our team in the lab. One of my coworkers stated she felt left out. After reassuring her that my coworker and I were not leaving her out, I suggested switching desks, putting her in the middle of my other coworker and me. I also suggested that we all go out for a monthly dinner. After doing these things, it resolved my coworker's insecurities and made the workplace less tense.
Amanda's Feedback
Solid response! Your example shows an ability to empathize with others, create a plan, follow through, and achieve a positive outcome that strengthened your team.
Anonymous Answer
I have excellent problem solving skills. I take problems as a challenge and work diligently through resolution. In a prior role a client I had just been reassigned to me was having a major billing issue that our finance team was not able to resolve. I did my research into the problem and was able to find where the issues were and submitted tickets to get the issues resolved. The client was very appreciative as they had been dealing with the issue for close to a year.
Marcie's Feedback
Great! This is a strong example - just be sure to add more specific details. For example, what was the major billing issue? Why couldn't the finance team fix it? What research did you conduct? What was the solution to the problem that you found? Provide details so the interviewer can relate to your story and will remember it compared to other candidates. Excellent job!
Anonymous Answer
When I first went to TP&A and TFC, there was not a reporting package that management received on regular basis, the analysis and reports were put together on an ad hoc basis, which usually is under an extremely tight deadline and requires the FP&A to crunch through late nights. The tight timeline also had a negative impact on the quality of the work and add a lot of stress. What I decided to do is to take the initiative to create a comprehensive reporting and analysis package by business by region (matrix organization) on a monthly basis, so our key stakeholders, like the president, the CFO, and FP&A lead all have that on hand when they need it. it is time-consuming to put it all together as we need to understand the needs and requirements thoroughly and have everyone on board with the format and content and make it user-friendly. Last but least, we need to commit ourselves to delivering it on time with perfection. Though there are huge hurdles to climb over, after you conquer them, the ongoing process would be much smooth and more efficient. When the first package circled within the senior management circle, it was a big hit. We even created a shared drive, so the senior management could have access to it in real-time. The package was such a success, that our corporate FP&A team came to ask for help to produce one for them. And when our controller took on an FP&A leader role at the different business units, he came back and sought help to create one for his business as well.
Marcie's Feedback
Awesome! The example you have given clearly shows how you took the initiative to solve a problem/improve a process and that you did so very successfully. The interviewer will know without a doubt that you are capable of solving problems and aren't afraid of proposing new ideas and solutions. Excellent!
Anonymous Answer
We had a situation where the platform we were using for a project wasn't working to collect information and we had a timeline we were on. If we didn't meet our targets, it was going to through us way off and it was a big deal, so I worked with others in my department to create spreadsheets and instructions that we were able to distribute and get the data we needed and worked with the IT department to populate information manually.
Marcie's Feedback
Nice! This is a good example to cite here. What kind of information was the platform not collecting? Why was this such a big deal? What was the end result? Did you get the data manually populated and stay on track with your timeline? Consider ending your answer by reminding the interviewer that you're an excellent problem-solver who thinks creatively. Good job!
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