In health care, technology is changing rapidly. You need to demonstrate expertise in electronic systems and embrace learning new technology.
eHealthInsurance Interview Questions
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.
"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."
"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."
At eHealthInsurance, sometimes we have to make difficult decisions on whether or not a medical service is covered. In the past, how have you been able to put aside your personal feelings for the good of the business?
You have to make very difficult decisions in the health insurance industry and some of them don't feel great when you have a patient who is impacted. Ensure the interviewer knows you can handle a difficult situation and do your job effectively.
"I was working with a patient going through a very difficult time and had a procedure that just wasn't covered. There was an alternative that was, but she had decided that wasn't the best route for her to take. I felt really awful giving her this news, but I knew I couldn't approve it. I did mention the scenario to my leader to double check I had done the right thing and she verified that I made a good call."
"For example: "I have a lot of empathy for others, so these situations are hard. I worked with a gentleman who had a denied claim and tried to point him in the direction of community resources that could possibly help him pay for some of his expenses. I also referred him to a social worker at the hospital where he had his surgery to see what resources and payment plans they could come up with for him. I tried to give him the best service and look into as many alternatives as possible."
This role requires patient collection, so you might have to have difficult conversations. Tell me about a difficult conversation you've had with a patient or customer.
eHealthInsurance requires cash collection for unpaid bills. This is nobody's favorite part of the job, but it is really important that the company collect the cash owed to them. Describe how you've kept your cool with difficult customers in the past.
"I know it isn't health care related, but back in college when I was a waitress, I had a very upset customer at the restaurant who didn't have his meat prepared the way he wanted. I apologized, but he was very upset to the point of yelling. I tried to stay calm so I wouldn't appear rattled. He did stop eventually- I apologized again, told him I would comp his meal, and that I would talk to the chef. I also asked him if he would like to order something different. He did end up choosing another option and was quiet after that."
"I used to work in a call center, so I often had customers upset about the fact they had to wait a long time to talk to a "live person". I had one customer who went on and on about how her time was valuable and how she couldn't believe it took her this long to get a real person on the end of the line. I let her vent and then apologized. I told her I was here now and asked how I could help her. I listened very carefully to what she needed and instead of passing her to another individual when she asked me a question I didn't know, I was able to have her hold while I found out the answer instead of transferring her. She was grateful I was able to help her and had calmed down by the end of the call."
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.
"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."
"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."
How do you connect with a customer you are working with virtually?
At eHealthInsurance, many of the roles involved customer service with people on a chat or via email. The interviewer wants to know if you can effectively resolve their questions while building a relationship.
"Even if we are having a virtual conversation, I still try to be as personable as possible. I can typically see what area of the country the customer is, so I'll ask them about the weather or a sporting event in their town while resolving their question. My drop off rate is pretty low, so I think this approach has worked well."
What is your process of explaining technical information to people who aren't technical?
eHealthInsurance works with providers who have patients who utilize our insurance. However, while physicians are smart, many are not familiar with the platform and don't know about new technologies. Explain how you have been effective in communicating technical info so they can understand it.
"I try to put some feelers out there on their level so I can speak to it. I give lots of examples of what the technology is like and many visuals to explain what it does. I also walk through the data visually so they can see the impact of the numbers."
"For example: "I speak in the simplest terms possible. If I start to get more technical questions from the group, I will up my game a bit and speak more technically, but then re-phrase for all of those folks who aren't at that level."
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.
"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."
"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."
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
"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."
We want to hire people who can grow within our company. When have you stretched yourself in your current role and done more than what was expected of you?
The interview wants to know that you are scalable within the organization and can grow to a higher level role in the future. Discuss a time when you solved a problem before your manager knew it existed or when you anticipated a need within the business.
"I noticed that our department was utilizing Excel spreadsheets for complex reports. The process was very manual and took about 1 hour out of everybody's day. I noticed we had a new database tool after a recent software upgrade, so I research it, tested it, and then brought the idea to my manager as an alternative. She loved the idea and has now asked me to train the whole team on how to use it"
"I'm really excited to grow within the organization. I noticed that our team was tracking customer conversations slightly differently making reporting very difficult. I developed a key so that everybody knew exactly how to code and created consistency amongst the team. The data in the reports was much better and more accurate after that"."
We encourage professional curiosity in our workplace and an entrepreneurial mindset. If you could start your own business, what would you do?
The interviewer wants a glimpse into your passion outside of work, but also your savvy as a small business owner working with your own budget. It is ok to be creative with this answer.
"I love teaching yoga and have dreamed of opening my own studio. I have a plan put together on how I could achieve this from the space element, to how many classes per week we would want, to how many workers I would need. I still need a bit more capital to get it off the ground, but hope to have this side business one day. Yoga is amazing for health and wellness and it has helped me greatly in my own life."
"If I could start any business, I would want to do photography professionally. I love taking pictures and experimenting with lenses, angles, and technology. I have taken pictures for friends and family and they seem really happy with what I'm doing."
Tell me about your healthcare related education and training.
Take a few minutes to walk the interviewer through your formal post-secondary education as well as any on the job training. Talk about your most positive take-away's from your post-secondary experience and be sure to tie in how that experience will help you succeed in this position.
"I thought I wanted to be a nurse, but I don't like all of the bodily fluids associated with it! I have very strong attention to detail and I'm good with numbers and analysis, so decided to pursue a Medical Coding degree. I had some great internships where I had to balance many responsibilities at one time, preparing me for a job at eHealthInsurance."
"I decided to pursue a degree in Health Information Management after learning more about it at a college visit. I had no idea what it was, but I'm so happy I found it. The courses were so interesting and there is much more to it than people realize. I had to do a lot of multi-tasking with a full course-load plus an evening job to pay for college. This experience with time management as well as the specific HIM courses I took will prepare me well for this role at eHealthInsurance."
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.
"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."
"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."
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.
"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."
"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!"
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.
"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."
"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."
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.
"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."
"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."
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."
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.
Many of our jobs at eHealthInsurance require us to do projects when there is down time. Can you give an example of a project you led start to finish?
Our goal is to hire people who are very ambitious. Tell me about a time you went the extra mile, even when it may not have been required or asked of you.
eHealthInsurance, seeks to hire those with strong problem solving skills. When were you able to successfully resolve a problem in the workplace?
What is your patient care philosophy or customer care philosophy (if coming from different industry)?
If you could expand your knowledge and expertise in any area of the health plan space, which would you choose?
At eHealthInsurance, we believe in continuous feedback. Tell me about a time you received constructive feedback. What did you do after hearing this?
At eHealthInsurance, innovation is really important to us. Give an example of an innovative idea you've had recently.
If eHealthInsurance hired you today, what would you accomplish first?
This role would involve sales to new partners who want to offer their employees our health insurance. What are some ways you add value to prospective clients so that you can have meaningful discussions?
At eHealthInsurance, we want a world class call center where each team member is empowered to give feedback to others. Tell me about a time you gave feedback to a colleague.
At eHealthInsurance, we have many health insurance competitors that we need to have a pulse on. In your current role, how do you stay up to date with competitors?
Patients are becoming increasingly technology savvy and have higher expectations than ever from our industry. Innovation is required to provide more cost effective and high value care. Tell me about a new idea you recommended in your current role.
At eHealthInsurance, we believe in transparency with our health insurance customers and our employees. Tell me about your leadership style in regards to transparency?