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eHealthInsurance Interview
Questions

30 Questions and Answers by Michelle Krebs

Michelle Krebs has over 15 years of experience interviewing and hiring candidates in the health care and medical device industries.
Question 1 of 30
The health insurance industry is very complex. All of our positions require strong organizational skills and attention to detail. How do you ensure that your work is properly organized, and highly accurate?
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How to Answer
Talk to the interviewer about the ways that you ensure accuracy and organization in your day to day activities. Perhaps you use a particular app or software. Maybe you are a pen and paper person. Whatever your method, be sure to highlight that you are successful in organizing your day.
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Top 30 eHealthInsurance Interview Questions with Full Content
1.
The health insurance industry is very complex. All of our positions require strong organizational skills and attention to detail. How do you ensure that your work is properly organized, and highly accurate?
Talk to the interviewer about the ways that you ensure accuracy and organization in your day to day activities. Perhaps you use a particular app or software. Maybe you are a pen and paper person. Whatever your method, be sure to highlight that you are successful in organizing your day.

Michelle's Answer #1
"I am a highly detailed person, and I thrive on having a high level of organization in my day. This organization includes my scheduling, paperwork, and more. If I am offered a position with eHealthInsurance you will never find me to be disorganized! I utilize my Outlook calendar and set alerts for myself for deadlines and important activities. My documentation is strong as well."
Michelle's Answer #2
"I'm a bit of a nerd. I carry around a notebook and write down important facts if I think there is a chance I will forget them. However, I put time and attention into using the latest technology that others on my team are leveraging so we can be more efficient. If there is a way we can share information, it will help everybody!"
2.
What inspired you to apply for this position at eHealthInsurance?
The interviewer is looking to hear what in particular, has led you to apply. Pick out exciting elements from the job post, parts about the company you love from your research, making sure to show enthusiasm and passion in your answer.

Michelle's Answer #1
"I applied for this position at eHealthInsurance because I want to make navigating health insurance easier for everybody. I saw that this is one of your strategic initiatives and I could truly make an impact in this role."
Michelle's Answer #2
"For example: "I wasn't actively looking for new roles, but after reading the job ad for this role, I felt like I couldn't pass it up. It sounds like an exciting adventure into some new spaces for the company and I love building new programs and systems."
3.
The health industry is strongly influenced by changing legislation. How do you stay current with new rules and regulations that impact our industry?
The interviewer wants to make sure you are staying up to date with changing regulations and that you are motivated to do so. You not only have to be aware, but then recommend changes that need to happen in the organization to comply.

Michelle's Answer #1
"I subscribe to several blogs on this topic and make sure I'm reading the news. I try to take 15-30 minutes a day during lunch to read. If anything I'm hearing would cause a major process change, I think about whether or not I can handle it for my team or if it needs to be elevated to my leader."
Michelle's Answer #2
"For example: "I joined an association who sends out updates any time there is a changing regulation that could impact our function. We actually talk about best practices at each of our places of work so we are sharing information."
4.
We work with patients and customers who are confused or upset about their medical insurance. Tell me about a time you had to teach and train an upset customer. How did you handle the situation and what was the outcome?
Health insurance can be very complex to the average person and the interviewer wants to know if you can handle a person who is very upset. Show that you care about each caller and that you have empathy for that individual. Showcase your problem solving skills and the fact you can handle a high degree of emotion on the phone without getting rattled, still helping the customer, and trying to get them what they need.

Michelle's Answer #1
"I had a caller the other week who was crying because her insurance didn't cover a procedure that she had a month prior. She was very upset and stated that she couldn't afford to pay this bill. I let her talk without interrupting her and listened. I repeated back to her what the issue was to make sure I understood her correctly. I took her information down and looked up her account to see what her insurance covered. I discovered that our insurance did cover 80% of the procedure, but she had to pay for the other 20%. Through further conversation in a calming voice, I was able to tell her that insurance did cover a big portion of the procedure and gave her the number of the financial assistance office at the hospital to see if they could put her on a payment plan for the remaining portion. I knew from my experience that most health care systems offer this. She sounded relieved and grateful when we hung up and thanked me for my help."
Michelle's Answer #2
"I had a caller who didn't know what his statement meant- he said all of the medical terminology didn't make sense to him. I wrote down his questions and then pulled up his statement and walked him through each part so he understood the statement. He actually didn't have any payments he would be responsible for, so he was very happy. He didn't know this until I took the time to walk him through the statement. He thanked me at the end of the call."
5.
At eHealthInsurance, we deal with confidential patient data. Tell me about a time you followed HIPAA regulations even when it wasn't easy or convenient to do so.
The HIPAA privacy rules are paramount in the health insurance industry. The amount of patient data you have access to is overwhelming. Make sure you can show your understanding of the rules while displaying your own personal integrity in upholding them.

Michelle's Answer #1
"I was faxing over some patient data to a clinic. I didn't get a confirmation back so I checked the fax number and it was not correct and went to the wrong location. I could have just walked away and gone back to my desk, but not knowing who was on the receiving end of that data, I had to report the incident. I felt awful about it, but it was quickly resolved and if I would have said nothing, it could have escalated into a huge fine for the company. Plus, I'm an honest person, so I had to tell the truth."
Michelle's Answer #2
"For example: "My neighbor got into a car accident a few weeks ago and she told me that some of her claims had been denied. She begged me to go into work to see what I could find out. I had to tell her there was no way I could do that and it was a huge HIPAA violation. I mentioned to her that she should call our eHealthInsurance call center and asked for Lynn, who I knew could help her. I felt bad that she put me in that position, but good I could give her a person to call who could hopefully address her concerns."
6.
At eHealthInsurance, we've invested in the latest technology to create efficient work flows. Tell me how you've gone about learning new technology in the past?
In health care, technology is changing rapidly. You need to demonstrate expertise in electronic systems and embrace learning new technology.

Michelle's Answer #1
"I am currently use a proprietary CRM that our company develop. This is where I track all of my conversations with customers. I also use all of the Microsoft Office tools and especially love OneNote. The has eliminated my need to have post-it notes and I'm better able to keep track of everything. When I stated this role, it took me about 1 week to learn the system and then I was fully up and running."
Michelle's Answer #2
"In my internships, I used a lot of Office 365 tools, especially Power Point and Excel. I have put together at least 20 presentations this year alone! Learning new technology comes easy to me because I grew up with it and can watch YouTube videos if I don't understand something right away."
7.
At eHealthInsurance, we do a lot of community education trying to help the people in our local communities understand their health insurance. Tell me about outreach you have done in the community in your previous role."
The interviewer wants to make sure you are comfortable presenting information in public. People in the health insurance industry are asked to speak frequently, so making sure you have the skills to teach others is critical.

Michelle's Answer #1
"I have led sessions at community meetings for people who might not know what kind of coverage they have. This is one of the best parts about my job because I can see the light bulb go off in their heads when they see how their specific insurance plan applies to them and what kinds of free, an preventative, services are available."
Michelle's Answer #2
"I love volunteering in my town. I signed up to be a mentor for a girl in my community and I read to her every Tuesday. I haven't had the opportunity to talk about health insurance to a public audience, but I am sure asked a lot of questions at family dinners and holidays. I provide a wealth of education to my own family about how to make the most out of their insurance and understand the claims process."
8.
At eHealthInsurance, we have many positions where employees work remotely 99% of the time. How would you set yourself up for success at your home office?
The interviewer wants to see that you have a plan in how you will work from home successfully. Some people can't handle this lack of structure, so show that you are able to be very productive.

Michelle's Answer #1
"I was able to work from home a few days a week in my last role. I have a specific routine I follow. Working in pajamas does NOT happen in my house- I dress as if I was going to work, go to a specific office space in my home, and take regular breaks as I would in the office. I utilize Skype and chat features to keep in touch with colleagues so it doesn't feel isolating."
Michelle's Answer #2
"For example: "I enjoy the flexibility that working from home offers. Last year, when I was in school, I had several on-line courses versus classroom courses. I made sure I was in a quiet place, free of noise and distraction, so I could fully focus on the material. I also took advantage of all the on-line communities so it felt like my "classmates" were accessible. I also met with people face-to-face when I had the chance so that we built a relationship. I would use all of these tools in this position."
9.
At eHealthInsurance, we have large patient data sets we need to analyze. Tell me about a large data set you had to analyze and how you added value through your analysis.
Data analysis is becoming a critical part of any role. Demonstrate an analysis you did that truly made an impact for the business.

Michelle's Answer #1
"I was looking at year over year data and noticed a huge increase in the amount of claims for heart related incidents in the month of March and April. I did a bit of research on the demographics of the patients in the 45 and under category and it was an unusually high number of women. I pulled in our community relations team and they started asking more questions when they are are community engagement events. The stress and anxiety levels of women in that age bracket was very high. After showing my leader this data, she worked with the leader of the community relations to provide more outreach and education to women in this group. Our efforts resulted in a smaller number of claims the following year."
Michelle's Answer #2
"I watch our department budget like a hawk. I have to analyze financial data month over month and year over year to make sure everything aligns. I enjoy this work- it is like putting puzzle pieces together so that all of our needs are met."
10.
To work at eHealthInsurance, you have to be really passionate about compliance and accuracy. Tell me why this is important to you.
Many people might not understand why the area of billing and medical coding are important and the interviewer wants to ensure you aren't just looking for your next job, but you genuinely care about the impact your role can make for your clients on the receiving end (who work directly with patients. Talk about the importance of your work

Michelle's Answer
"We've all been on the receiving end of getting an incorrect bill. People who have been to the hospital or clinic don't have the time or energy for those kinds of mistakes. Through my work, I can make sure patients can focus on getting better rather than making phone calls to figure out an incorrect bill."
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