When have you taken an existing process and used your own creativity to make it better?
"Last month, my supervisor asked me to take our existing adjuster training package and improve it. My goal was to make the system more engaging for new recruits. Once we implemented my ideas, we increased our new trainee retention rate by 16%. I was quite proud of what my creativity could do!"
"I do not go into a position looking to make changes for the sake of change, but I do look creatively at processes and look for ways to improve efficiency and reduce costs. I recently took a project management process that my team was using and added my own creative touch to make it more efficient. I introduced a new tool that allowed us to track our progress more easily and provided more visibility into the project timeline. This helped us identify potential roadblocks and take corrective action before they became major issues. Overall, the new process has improved our productivity and collaboration, and we are seeing great results thanks to the creativity I brought to the table."
"I like to use my creativity when it comes to new software and time management processes. Recently I made some recommendations for team messaging applications and project management software that would streamline our claims processes. These suggestions are currently under review."
The interviewer asks this question to assess your problem-solving skills and ability to think outside the box. They want to know if you are capable of improving upon existing processes and if you have the creativity and innovation to do so. Your answer should showcase a time when you were able to identify a problem with a process and offer a solution that improved its efficiency or effectiveness. This demonstrates that you are a proactive and solution-oriented individual capable of driving positive change within an organization.
One example of taking an existing process and using your own creativity to make it better could be streamlining the claims process. This could be accomplished by implementing a user-friendly system for customers to file their claims online, reducing the time it takes to process a claim. Another example would be to develop a more efficient method for tracking and managing claims, allowing for more accurate and timely processing of claims. If you are new to the industry and do not have an example to provide as a claims adjuster, use an example from a previous job.
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
When our claims were completed, we would contact the customers to ensure they were satisfied as well as send a closing email. We had a script for the email, but I started to personalize the email tailored to each customer. With that, I received more responses and successfully maintained exceptional customer service results via customer surveys. Many times being mentioned by name!
Rachelle's Feedback
This is a fantastic example of thinking outside of the box and reaching customers in a new way. Excellent work!
Anonymous Answer
In fact, I inspected a restaurant about two months ago and I walked into the kitchen and on the floor was water and spilled food and on the hood filters, there was grease all over so I informed the manager of the restaurant that I will give him 24 hours to clean the restaurant and set a task list on the wall in the kitchen stating daily duties of every employee to keep the kitchen and floors clean and have all employees wear slip-resistant shoes. Within 24 hours I went back to the restaurant to find that the filters are clean the Task sheet was implemented and the floors were Free of water and debris.
Cindy's Feedback
Good! It sounds like your process worked. However, be sure to tell the interviewer which part of this process was your own creative approach. Was recommending a task list or providing more direction to the restaurant owner your enhancement? Why did the existing process need this additional improvement? Was this your way of helping the owner succeed rather than penalizing him or her?
Anonymous Answer
I used to call physicians for verbal authorizations. Our script asked for the patient info first and authorization last. Quite often we'd waste time asking for the info only to have the authorization denied. I got permission to change my script to ask for the authorization first. Denials became less of an obstacle and I gained more time for authorizations. I ended up averaging 6 more per day.
Marcie's Feedback
Wow! This is an excellent response. You give a clear example of a time when you improved an existing process, and you even provide a stat with a number that shows how effective this change was at increasing the number of authorizations you were able to complete every day. Great job!
Anonymous Answer
Although not related to the insurance industry, I have a very individualized approach with each piano student that comes into my studio. I have a base structure of teaching a lesson, however, I cater it specifically to the needs of each student since no two people's issues are the same. This allowed me to have a 100% retention rate with clients in my own business.
Chad's Feedback
Good approach! This is an excellent example of improving an existing process in your own business in order to teach clients effectively. Concluding with a quantifiable result is a nice touch that will certainly be impressive to the employer.
Anonymous Answer
I am not the type of employee to make any unauthorized changes to the procedure. If I have an idea or change I would like to make I would be more comfortable running it past management.
Marcie's Feedback
Okay! This is fine. But can you talk about a time then when you approached a superior about potentially changing a process to make it more efficient?
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