How to Answer: 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.
Advice and answer examples written specifically for a Health Insurance job interview.
11. 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.
How to Answer
Company ABC 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.
1st Answer Example
"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."
2nd Answer Example
"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."