30 Medical Manager Interview Questions & Answers
1. How do you approach dealing with an angry patient, and why?
How to Answer
Knowing how you will handle a difficult situation will tell the interviewer if you have the right attitude for this job. Being a medical manager means you have to deal with people from very different backgrounds and with varying personalities. Give the interviewer an example of how you would handle an angry patient.
Entry Level
"I think it is important to try and find out what has made the patient mad. If it is something such as not being called as quickly as he had expected, a simple explanation regarding what caused the delay may help calm him."
Answer Example
"I believe acting calmly and speaking rationally is a great way to calm someone who is angry and I try to be the voice of reason without making someone feel that I am belittling them."
Experienced
"There are a couple of different approaches and safety is, of course, the most important thing to consider. A patient who is angry could become combative which could result in injury to him, to my staff, or to other patients. I feel the best approach is to ask what has made the patient upset and try to resolve the underlying cause, if at all possible."
2. How important is it for a medical manager to be a patient person?
How to Answer
Interaction with staff and patients requires good communication skills. Part of practicing good communication is the ability to be patient with others. Working as a medical manager can be a very satisfying job, but it requires a lot of work and patience. The interviewer wants to know that you are comfortable with your ability to be patient and offer guidance/support when needed.
Entry Level
"Being patient is very important for a medical manager. Some staff we work with require only simple assistance. Others require more detailed assistance until they learn how to do their assignments independently. We have to know how to identify staff who require a little extra time and try to accommodate that."
Answer Example
"I believe that being patient is a very important characteristic for any person to possess, especially those who want to be in a supervisory position. We often have very hectic schedules and work with staff and patients who have diverse personalities and needs. Being able to focus on the needs of others while performing our job can be very demanding. However, patience is a must."
Experienced
"The old saying 'patience is a virtue' is especially true when dealing with a group of staff or patients. There are often times when we have to calm agitated physicians or patients or help a staff member who feels overwhelmed. Losing your cool or being impatient is not an effective way to communicate and calm someone. Patience is definitely a must for a medical manager."
3. What are some examples of ways that you like to promote building strong relationships within your staff?
How to Answer
As a medical manager, one of your goals should be to foster a good working environment and promote strong team building and relationships between your staff members. Working within a group that is full of conflict or that is always striving against one another is not an environment conducive to promoting good patient care. The interviewer wants to know that you value strong relationships and that you are capable of initiating team building within your team.
Entry Level
"I learned from a previous employer that strong relationships between team members are very important when it comes to working together and providing exceptional patient care. I like to give staff a chance to rotate to different areas of the office so that they have an opportunity to work with more than one staff member and get to know them. It really is a great way for employees to learn about one another."
Answer Example
"I believe in the importance of having a strong team of people with common goals in mind. I like to plan lunches once a month with my staff, whether it is a potluck or having a catered lunch so that the employees can have a little time to relax and enjoy one another's company. This may seem like a simple gesture, but when the stresses of work seem to be overwhelming, even a short lunch with those who have things in common with you can make a world of difference."
Experienced
"One thing I truly value is the importance of strong relationships within a team. I like to encourage my staff to get to know one another as more than just the person at the desk next to them. I enjoy planning events that show my appreciation to the staff, such as quarterly dinners or a special lunch that gives the staff an opportunity to unwind a bit and enjoy one another's company. I have found that this 'down time' is often just what many of them need to help them get to know one another and build stronger relationships. When a team has good relationships, it is evident to those who come to us for care."
4. Do you anticipate any significant changes in your life within the next 2-3 years that may prevent you from continuing employment here, if you are offered a position here?
How to Answer
Knowing what goals you have and any changes you anticipate in your life will give the interviewer an opportunity to evaluate two things: 1. what positions are available that won't disrupt your plans and, 2. are you interested in having a long-term relationship within the company? Either way, being upfront and honest is always appreciated.
Entry Level
"My goal is to find a position that will allow me to work long term. I do not anticipate any significant changes that would affect that. I have family that lives nearby and close ties to the community."
Answer Example
"I recently became engaged. Although we have not set a date yet, we have agreed to wait twelve months before the marriage. My fiance' just passed the Bar exam here and has been offered an opportunity to join an existing law firm. Presently, our plans are to stay where we are and build a career, not just work a job. Also, we do not plan on having children for at least two years after our marriage. We both feel that being able to become established in our careers and save for our future would be the responsible thing to do before starting a family."
Experienced
"I have no plans of relocating and all of my family live close by. I have traveled before and have come to a place in my life where I want to find a stationary position and grow with a company. With those things in mind, I do not see a predictable circumstance that would cause me to be unable to continue employment."
5. If you had a staff member whose employment had to be terminated, how would you handle the situation?
How to Answer
Anyone working in a supervisory/management position knows that one of the dreaded parts of that job is having to terminate employment. The interviewer wants to know that you are comfortable performing the difficult parts of management.
Entry Level
"Being new to management, I have not yet had to terminate anyone's employment contract. I have to say, it is the one thing I do not look forward to. Nevertheless, when the time comes that I must, I believe I will be fair and as sympathetic as the situation allows."
Answer Example
"Terminating employment is one of the dreaded parts of being a manager, but sometimes it just has to be done. Whenever I am faced with having to terminate employment, I like to look at the whole situation, what led up to this point, and make sure I have documentation ready before calling an employee in. I like to talk to the employee and go through the reasons a decision was made for termination, give the employee an opportunity to ask questions/give feedback, and have all appropriate paperwork signed."
Experienced
"Unfortunately, with my years of experience, there have been more than a few times I have had to terminate a staff member's employment contract. Although I always try to be cool-headed and calm, the reason for termination often sets the tone for the meeting. I like to make sure I have appropriate paperwork ready before calling the employee in, including a copy of the employment contract. I like to give a detailed explanation of why the choice to terminate was made and give the employee an opportunity to make a statement, preferably in writing, and give him copies of the appropriate paperwork."
6. How do you keep up with changes in trends related to medical management?
How to Answer
Medicine is a continuously changing field where new technology and processes are developed and introduced on a regular basis. Those that remain stagnant in their knowledge fall behind very quickly. For this question, the interviewer is looking for you to have a passion for continuous learning in your field. Talk about any continuing education you have pursued or any other efforts you make to stay ahead in your field.
Answer Example
"I am a firm believer that being a career-long learner is extremely important, especially for those of us who work in medical management. I like to participate in any possible trainings or workshops that focus on furthering the practice of medical management. I am always on the lookout for ways to help improve the workflow within my office."
Experienced
"I believe that being willing to learn something new every day is an important characteristic of someone who wants to be successful as a medical manager. I participate in and help to organize workshops that are aimed at educating those who are involved in medical management."
7. What do you enjoy most about being a medical manager?
How to Answer
Whatever your reason for becoming a medical manager, there are probably things that you like best about the profession and things you would change if you could. This is an opportunity for you to show the interviewer your passion for the career you've chosen.
Entry Level
"Being a medical manager gives me the chance to be involved with patient care but with a view separate from the clinical side. I get to interact with patients and staff and have a part in making sure needs are met, but also get to interact with outside vendors, such as pharmaceutical representatives and others who come to market at our facilities."
Answer Example
"I love being a part of patient care and the feeling of giving back to others. I always knew I wanted to work in the medical industry, but never was really sure about the clinical side. Being able to learn the management side of healthcare and be involved with patient care gives me the chance to feel like I've accomplished my goal."
8. Do you participate in any outreach or volunteer work?
How to Answer
Although being a community volunteer is not a requirement for employment, willingness to give of your time and resources to others without compensation shows the interviewer that you have a sincere desire to serve others. If you have volunteered, share a positive experience you had as a volunteer. If you have not volunteered, it is not necessary to embellish your answer. Stating that you have not volunteered previously is not going to disqualify you from employment.
Entry Level
"I have volunteered at MedCamps for kids a few summers. I do think community involvement is important."
Answer Example
"I love to volunteer! A group of ladies from my church volunteer at a soup kitchen close to my home once a month. There is nothing like the feeling of giving to someone that you know cannot give back to you! Are there opportunities for employees to volunteer through the hospital?"
Experienced
"I serve on the admissions committee for my university and have done so at various institutions over the past 10 years. I'm on a number of other committees, as well. I also make it a habit to do outreach to support groups and at a number of health fairs."
9. What makes you think you are a good fit for the medical office manager position here?
How to Answer
This is a chance for you to 'sell yourself' to the interviewer. Share what you think sets
You apart from other medical managers who may be applying. Remember, be positive.
Make sure to mention some of your personal qualities, such as compassion, rather than
Only your hard skills.
Entry Level
"I am passionate about being a supervisor and doing all I can to make a difference in the lives of those I am involved with. I am a hard worker and believe in teamwork. I believe I could be an asset to the team you already have here."
Answer Example
"I am a very committed and dedicated to my job and helping those I work with and for. I feel I will bring a great sense of passion to this job and look forward to being a part of such a great team of staff here."
Experienced
"Even after all these years, I look forward to waking up each morning and getting to work and being able to be a part of a team of people who cares for others. I'm willing to work longer hours if needed, as well. Since I have no children or domestic responsibilities, I can come to work really early and leave late without any hassles."
10. What are some things you would like for people to notice about your personality?
How to Answer
Personality and character are closely related. For instance, someone with an honest character or good work ethic will tend to be more open about his or her beliefs as well as personal and professional expectations. The interviewer is looking for cues as to what character you may bring to the table, so to speak. It is important to remember, body language speaks volume and eye contact is a big indicator of your self-esteem, and your self-esteem is reflected outwardly in your personality. Be confident when you answer and make eye contact with the interviewer.
Entry Level
"I would like for people to feel that I am genuine and easy to get along with. Life can be stressful, but we don't have to dwell on difficult things. I want people to see that, no matter what may be going on whether at home or work, I have a positive attitude and a good work ethic."
Answer Example
"I would describe my personality as approachable, light-hearted, and positive. I like to give more than I take and pride myself on being part of a team."
Experienced
"I think we all hope that when people meet us they will consider us someone that they like. I always hope that when people meet me they think that I am easy to talk to and work with. I have a light-hearted approach to things and enjoy getting to know other people. I always try to make sure I present myself with an attitude of kindness."
11. Has there ever been a time that you had a disagreement with a coworker? If so, how was it resolved?
How to Answer
Any time you work with someone else, there is a chance of having a disagreement about something at one time or another. The interviewer knows this. It's human nature for people to have their own opinions. What is important to the interviewer in this question is whether or not you are willing to compromise and work through difficult situations with your co-workers. Being unwilling to compromise or find alternative solutions to a dispute can affect everyone on the team, even if it is indirectly. Sharing a personal experience is OK, but do not embellish it to 'be the hero.'
Entry Level
"I am usually a very soft-spoken person and strive to be the 'peacekeeper.' I can't recall any specific incident of a disagreement. I would like to think if a disagreement should arise that I would be able to handle it professionally and resolve the issue without any long-term consequences."
Answer Example
"I believe if we think about it, each of us could remember at least one disagreement with a friend or co-worker. Although I consider myself to be pretty easy-going, I am also very passionate about my patients and the care that they receive. I have been aware of disagreements between other co-workers, but really like to think of myself as more of a peacekeeper. I feel like professional people should be able to discuss things logically and come to an agreement that is satisfactory for everyone involved."
Experienced
"I think the most common disagreement between myself and others have involved our personal feelings about how healthcare should be carried out. However, I have learned, as have most of the people that I have worked with, that while our opinions are important, plans of care are designated by strict guidelines and with the input of everyone on the care team as well as the patient. Learning to respect those guidelines and patient's wishes usually resolve issues that arise."
12. How do you go about handling an employee evaluation that requires you to give negative feedback?
How to Answer
Receiving negative feedback is often disheartening, but it does not have to be an experience that leaves an employee feeling devalued. Being able to discuss difficult subjects with your staff and make a plan to help remedy the situation shows great leadership skills.
Entry Level
"I once received what I felt was negative feedback on an evaluation. I have always tried to remember the way I felt and what I took away from the evaluation. With that in mind, I always like to speak with encouragement, so that the employee doesn't feel insecure. Having a negative feedback does not always mean that an employee is not a good employee. It just means that there is room for improvement. Recognizing that we all have room for improvement is helpful when trying to help an employee improve."
Answer Example
"I was always taught that in situations where something negative needs to be discussed, the conversation should begin with a positive and end with a positive. By that, I mean it is always good to talk about something good that the employee has done, for instance completing a job on time. Then I address whatever situation may seem to be negative. I end the conversation with another positive note, whether it's a show of appreciation for how receptive the employee is to instruction or their positive attitude toward suggestions for improvement is always helpful."
13. Being a medical office manager requires great attention to detail and often multi-tasking. How do you keep yourself from becoming overwhelmed?
How to Answer
Managing the care of several staff and patients requires the ability to multi-task and ensure all details are checked and double-checked. In a medical manager interview, discuss your understanding of the importance of maintaining detailed patient records and employee files, including documentation of employee continuing education.
Entry Level
"I have learned to recognize the things that may cause me to feel overwhelmed and try to address them before a situation gets out of hand. For example, I always like to make sure that I have reviewed all the documents that are presented to me by the end of the business day. I also like to follow up to make sure that all physician orders were signed for the previous day so that they can be entered into the computer and that each department has a list of assignments that need to be completed for the following day. This keeps things from piling up and leaving me to feel overwhelmed later on."
Answer Example
"I am very detail-oriented. One of my strengths is to multi-task. I think I have college and having a big family to thank for that! I have always tried to make sure that I have a mental list of things that I know need to be accomplished in a day and I try to work through it. Of course, when managing several people, there is always the chance of something unexpected coming up, but that is just part of the job and we have to manage those issues as they arise."
Experienced
"Being a medical manager does require the ability to multitask while handling situations that may create stress. I feel it is important to know our own personal strengths and weaknesses. For instance, I am very detail oriented and always create 'to do' lists to keep myself on track. I like to make sure I collaborate with the charge nurse and physician regarding any goals they would like to see accomplished by the facility collectively and make sure that I have a mental list of what needs to be done and in what order. It makes most situations less overwhelming."
14. How would you respond to a physician who is being rude to the office staff who are your subordinates?
How to Answer
Being able to work well together is crucial in a medical office. As a medical office manager, the office staff are your immediate subordinates. However, the physician who is the medical director is the highest supervisory position within a clinic. When issues arise between office staff and the medical doctor, the medical office manager often acts as the go-between. The interviewer wants to know that you feel comfortable handling these types of situations and that you can do so with confidence and professionalism.
Entry Level
"I believe understanding that personalities vary between individuals is important. As a medical manager, I want to try to get to know the people I work with so that I can learn how to approach individuals. If I were told that a physician is being rude to someone on my staff, knowing his personality and how to approach him will be beneficial. I would ask to talk to him and discuss the issue. After talking with the physician, I would talk with my staff and try to act as a mediator to help resolve the tension."
Answer Example
"For me, personally, being rude is never an option. As the medical office manager, my responsibility is to oversee the office staff and make sure that things run smoothly. Part of that responsibility is communicating well with the physicians. If I found out that a physician was being rude to one of my staff, I would ask for some time to discuss the issue with the physician and ask the employee to share his/her view of what happened. Resolving issues using professionalism and tact gets a lot further than allowing conflict to continue or escalate."
15. If one of the employees that you supervise came to you and stated that she is experiencing 'burn out,' what would your response be?
How to Answer
Unfortunately, burn out is something that healthcare workers often experience. As a medical manager, you will likely be the one that employees come to when they feel overwhelmed. The interviewer wants to know that you are capable of talking with and encouraging employees and are comfortable with offering the necessary resources to help relieve any anxiety the employee may be experiencing.
Entry Level
"When I was in college, I had a mentor who was very encouraging. She told me if I didn't remember anything else she told me, that I should always remember to take care of myself. I have grown to understand what she meant and I try to share that advice with everyone on my staff. When someone tells me that they feel 'burned out,' I try to find out if they have had any time for themselves, or when their last day off was. If staffing allows, I like to offer the employee a little time off, and remind them if we are bogged down physically and emotionally, it is easy to become overwhelmed and experience feeling burned out."
Answer Example
"I understand how some healthcare providers can experience burn out. It has nothing to do with wanting to change professions or leave a job. Sometimes it's just hard to lose patients or to feel like we can't save them all. When I have had coworkers or subordinates come to me and express their frustration or the feeling of being burned out, I like to encourage them to share their thoughts and feelings to try and get to the bottom of what is causing their stress. Often, taking a few days of personal time just to relax and recharge is helpful for employees. Other times, a transfer to a different department is helpful. Talking to them and understanding where the feeling of being overwhelmed comes from usually helps to develop a plan to overcome those feelings."
Experienced
"Unfortunately, I can speak from experience about burn out. Because I have experienced that kind of stress myself, I try to stay aware of those who work with me and make sure that I am available any time they need me. If an employee does approach me about feeling overwhelmed, I like to ask them to tell me about their daily activities and routines and try to offer suggestions of ways to reduce stress. Often, a day off or a change in routine is all it takes to help those feelings ease. The important thing is trying to find out why the employee feels overwhelmed and then addressing the issue so that it does not escalate."
16. Why did you choose a career as a medical office manager?
How to Answer
Interviewers almost always ask what made a candidate choose a particular career. One important thing to remember is, do not mention money. Although you have likely chosen a career that you feel you can support your family with, the interviewer is looking for an answer that points more to the caring side of you.
For instance: "I have always wanted to work in the medical field, but really wasn't sure if the clinical side of the industry was something for me. As I began to research different types of careers, being a medical office manager really seemed to fit the goals I had. I get to be a part of a medical team and build relationships with patients and medical staff, but I don't have to work the clinical side of medications and treatments."
Entry Level
"I have always been very computer savvy. I also loved the idea of being involved in healthcare. I get the best of both worlds being a medical office manager."
Answer Example
"I have always wanted to work in the medical field, but really wasn't sure if the clinical side of the industry was something for me. As I began to research different types of careers, being a medical office manager really seemed to fit the goals I had. I get to be a part of a medical team and build relationships with patients and medical staff, but I don't have to work the clinical side of medications and treatments."
Experienced
"I became certified in business applications when I was just out of high school and loved working on computers and learning programs. I also really enjoy meeting people and building relationships. Being a medical office manager gives me the chance to grow and learn as the healthcare industry expands, but keeps me involved with the technology side of healthcare. I don't think I could have picked a better career for myself."
17. If your medical office is facing an external disaster, what will you reaction to the situation be?
How to Answer
An external disaster is any disaster outside of the medical facility that could potentially cause issues within the facility. For instance, a tornado or other weather-related event, an accident that may cause an influx of patients, or a threat of terrorism. As a medical manager, it is important to be prepared for possible disasters and have an action plan in place that has been rehearsed with employees. The interviewer wants to know that you are capable of making judgment calls in stressful situations.
Entry Level
"Taking the time to educate staff on emergency plans before an event occurs is crucial. The medical manager or front office staff are usually the first to be notified of a disaster, especially an external disaster. Knowing this, I like to make sure that front office personnel and staff are aware of emergency preparedness protocol. If I am notified of an external emergency, I alert the staff of what is going on and take appropriate measures to move patients, if needed, to the designated areas in the emergency protocol."
Answer Example
"Being prepared as much as possible before an event occurs, I believe, is key to getting through a disaster situation. If I were notified of an external disaster, the first thing I would do is caution staff that there may be some influx of people into the clinic. I would remind them that remaining calm and trying to help maintain order is the best way to prevent a situation from escalating. If the disaster is one that requires taking cover such as a tornado, I would have the staff assist me in directing patients to the safe zone within the facility until the threat has passed."
18. If a patient without an appointment comes to the office with a possible emergency situation, but demands to see a physician in the clinic, what would your response be?
How to Answer
Medical office managers often have to handle situations with patients who are not being told what they want to hear. For instance, medical offices and emergency rooms specialize in different things. If a patient with a true emergency comes into a medical office, it is protocol to send that patient to the nearest emergency room, if time allows him to arrive and be treated. Being able to handle the stress of the situation and prevent an escalation in a patient's response is a responsibility often differed to the medical office manager.
Entry Level
"If a patient comes into the office without an appointment, it is customary to explain that he will have to be 'worked into' the schedule. If the situation is emergent, such as signs of a heart attack or stroke, EMS is notified and the patient is transferred to the nearest emergency department where they are equipped to care for these types of situations. Of course, my job, along with that of the nurse, is to explain that the reason for transfer is to make sure the patient gets immediate crucial care."
Answer Example
"Many times patients come into a physician's office because they don't want the hassle of an emergency room visit. While some patient complaints can be accomodated in the office setting, guidelines for what situations can be treated in each type of care setting are put in place to make sure that patients are directed to the care setting that is best equipped to handle their problem. For instance, if a patient comes unannounced into my clinic with complaints of chest pain, the protocol is to send him to the nearest emergency room. Usually, in such situations, a triage nurse will do an initial triage and arrange for the patient to be sent to the emergency room. I usually accompany the staff to explain to the patient why the ER referral is being given and then help to accommodate his safe arrival to the emergency department. Often when patients have an understanding of why their care needs to transferred to a different facility or department, they are amenable to the suggestion and follow our instructions."
19. What is one of your weaknesses and what do you do to help address/resolve it?
How to Answer
This is probably one of the most dreaded questions in a job interview. Answering this question requires self-evaluation and honesty. Remember, whatever weakness you decide to share, make sure it is not a key characteristic needed to perform your job as a medical office manager.
Entry Level
"I know you may not think this about someone who has chosen a career as a medical office manager, but one of my weaknesses is that I often get nervous around people I don't know. I know we all do that to a certain degree, but for me, it became something that I was very aware of. I now try to attend social activities where I know there are going to be opportunities to meet new people so that I can overcome social anxiety."
Answer Example
"I think one of my biggest weaknesses is that I can get sidetracked easily. I recognize that in myself and have made a conscious effort to plan my day as much as possible and to stay on target."
Experienced
"My biggest weakness has to be that I take on too many projects at once. While being involved and participating in various things is fun and can be good for a person, I tend to take on several things and then leave some projects unfinished. I have begun to limit myself to only taking on a few projects at a time so that I can devote the necessary time to staying on task."
20. In the event that two employees have a disagreement that they are unable to resolve, how would you handle trying to ease the conflict?
How to Answer
One of the responsibilities of a medical office manager is conflict resolution. In order to resolve conflicts, you must be open-minded and have excellent communication skills. The interviewer wants to know that you can be fair, but professional.
Entry Level
"If I had employees who had a disagreement between them, I would take the time to talk with the employees, find out what happened, and ask each what would make them feel better about the situation. After talking to each of them, I would then decide if the situation warrants a meeting with them together or if I can offer a resolution to them individually. The important thing for me to remember and for me to stress to them is that patient care is our goal and that conflict among employees cannot be tolerated as it could affect patient care."
Answer Example
"Many times conflicts can be resolved by allowing those who have had a disagreement to have a neutral place to state their issue and have someone to help talk things out with. With that in mind, when I have had employees who are angry in the past, I prefer to talk to those involved individually so that I can get perspective on what each is thinking. Then I like to bring them together, if they are agreeable, and try to find a way to resolve the issues together. Often, when someone in a supervisory position is present, the parties will try to make amends so as not to jeopardize their position at work."
21. Tell me about a time you had to deal with significant changes in your workplace. How did you manage those changes?
How to Answer
In any healthcare setting, change is inevitable. Technology, processes, leadership, laws, and organizations change on a regular basis and with change at a high level comes changes in work processes. For this question, it is important to stress how you are open to change when it makes the end results better for not only the patient but for those who work with you. As a medical office manager, you should be able to recognize changes that are needed and be prepared to address them with employees and provide any training necessary. Talk about a specific change you had to endure in the workplace and express how you embraced the change.
Entry Level
"During my years in college, I worked at a large grocery store as a cashier. After working there for one year, the company purchased a new touchscreen register system that replaced the old system I was familiar with. Knowing how much more efficiently and accurately I would be able to work when the changes came, I was happy when the announcement was made to our team of cashiers. Of course, others were not as happy as they'd have to learn a new system. For me, knowing how much the new system would help our work process made it easy to embrace the change. Moving forward, I fully understand how the healthcare world needs to embrace change on a regular basis and you'll find that I'm a person that can help lead change management among my peers."
Answer Example
"In my previous employment roles, I have been a part of many changes that affected my day-to-day duties on the job. I have always embraced the technological changes and work process advancements because, in the end, they make our jobs easier, safer and better for the individual patients. The biggest change that I had to endure was an organizational merger when a private hospital I was working for merged with a larger health system. During this merger, my day-to-day work was flipped upside down from new computer systems to work on, a new work location, new leadership structure and a change in pay and benefits. With a focus on the end in mind and how great it was going to be to work for a much larger and well-established employer, I was able to be a positive influence on my team for helping others embrace the change and see the light at the end of the tunnel while changes were happening."
Experienced
"While I was in college, I worked in a medical office for extra credit. The corporation purchased some new equipment that was expected to help cut our time documenting significantly. When my manager announced that the new purchase was made and new equipment would be arriving in two weeks, I was shocked to see that many of the teammates reacted so negatively to that change. They were not happy that they would have to learn new equipment and were closed-minded in their perception of how the new technology would impact their routines. My manager appreciated the fact that I was the positive member of the team was able to calm my teammates down and help them see the good that would come once we all were trained on how to operate the new piece of equipment."
22. How would your subordinates describe you?
How to Answer
Having a good working relationship with peers and coworkers is important in any industry. Knowing how to communicate with those who have a position that is subordinate to you is a crucial skill for a medical office manager. The interviewer is looking for cues from you that you are capable of establishing a good working relationship with those for whom you have charge.
Entry Level
"I am new to the role of the medical office manager and I do not have a whole wealth of experience in a supervisory position. However, the experience I do have, I think would show that I am easy to get along with and always willing to help make the burden of work lighter for others as much as possible."
Answer Example
"I would like to believe that my subordinates would speak well of me. I try to be fair and I always try to make sure that assignments and expectations do not show favoritism. While I can't do every job by myself, I won't ask someone else to do something that I would refuse to do myself."
Experienced
"I have every confidence that those who have worked in a subordinate role to me would give positive feedback regarding my conduct and fairness. I believe in hard work and dedication. I also believe in being just with my decisions. I feel like developing good communication skills within a team is crucial and it starts with those of us in supervisory roles."
23. Being a medical office manager can be very stressful. What are some things that you do to promote a healthy balance between work and your personal life?
How to Answer
Being able to balance your hectic work schedule with your personal responsibilities and goals is often difficult. Psychologists today say that having a healthy work/life balance is crucial to help prevent becoming too stressed which could result in physical complications. The interviewer wants to know that you identify with the need for having a healthy life balance.
Entry Level
"I really enjoy being outdoors. Anything that has to do with bicycling or hiking is something I could do every day. When I'm off work, I like to spend some time each week in the outdoors. It's good exercise, which helps reduce stress and anxiety and helps promote good heart health, as well."
Answer Example
"You're right. Work can be stressful at times. I think that's true with any profession. I try to leave work at work, so to speak. I enjoy cooking and gardening and on my off time from work, I dedicate a great deal of time to those hobbies. It helps me feel productive, but not overworked."
Experienced
"I am actually a black belt in karate. A few evenings a week I help teach a youth karate class. It is a great way to relieve stress for me and to help teach youth the importance of discipline and self-care."
24. What is a common misconception that people have about a medical office manager?
How to Answer
Not everyone has a clear understanding of what medical office managers do. They may understand a medical term, such as cardio refers to the heart, or know that a family physician can see any age range of patient, but they don't always understand the role of the medical manager and how your job helps a clinic or medical office run efficiently. This is an opportunity for you to share what you think of your profession.
Entry Level
"I think there are a number of misconceptions about medical office personnel, in general. One of the most common misconceptions is that we sit in an office behind a desk all day and have no involvement or understanding of patient care. Medical office managers are actually much more involved in the day to day running of a medical office than people realize. Our job is to manage several employees, medical charts, and billing. It is much more than 'sitting behind a desk' all day. Caring is at our heart."
Answer Example
"I think a common misconception about medical office managers is that we are not familiar with legal issues related to the medical profession or that we are not active in patient care. While we do not provide hands-on patient care, medical office managers are very active in making sure patient care is handled well by the whole healthcare team. We work hand in hand with the medical director to make sure that records are up to date, to make sure that employees are trained on policies and changing guidelines within the medical field, and to make sure that documentation is in order. Additionally, we are responsible for managing the scheduling of employees and patient appointments. At the end of the day, it takes a group of healthcare providers with varying degrees of specialization to provide collaborative, effective care for patients."
Experienced
"I once heard someone say that a medical office manager is a 'glorified secretary.' That offended me for more than one reason. First of all, a secretary is a valuable part of any office. Secondly, a medical office manager is responsible for more than general secretarial duties. I believe the misconception comes from people who do not know what all goes on behind the scenes of a medical office. While a medical office manager does not see patients like clinicians do, we could be considered both the entry and exit points for anyone seeking medical care. I say that because we are responsible for making sure that there is enough staff to care for the patient load. We have to schedule employees to work, make sure that employees have proper training, credentials, and current certifications. We also have to monitor documentation and charts to make sure all records are kept according to facility guidelines and handle communication between clinicians and patients."
25. If you had an employee who was accused of sharing a patient's personal information without consent, how would you handle that situation?
How to Answer
Patient privacy is protected by federal laws. As a medical office manager, it is your responsibility to understand privacy guidelines and to make sure that the employees who work with you are trained regarding those policies. Further, it is your responsibility to be able to handle situations with regard to complaints from patients. The interviewer wants to know that you are able to address situations professionally while also making the patient feel that his/her concerns are being addressed.
Entry Level
"I always like to hear all of the facts before making a judgment call. If one of my employees is accused of sharing information without consent, I would first get the details of the complaint and talk with the patient. I will then talk with the employee to find out his side of the story. It's difficult to make a decision with only one side of a story. After evaluating information from both sides, I will make a decision on what action should be taken from there."
Answer Example
"I think it is really important to educate employees, especially those new to healthcare, about patient privacy and the laws that protect our patient information. I believe that knowing all of the facts and gathering all available information is essential before pursuing some kind of reprimand against an employee. I would get a statement from the patient stating what part of his information was compromised and then investigate the accusation by talking to the employee and seeing what documentation he/she can present that will show what information was provided, what the purpose of sharing was, and to whom the information was revealed. After gathering all of the facts, I could then make a judgment as to whether or not the accusation is verifiable and whether or not a reprimand is necessary."
Experienced
"Unfortunately, this is not an uncommon complaint from patients. One thing that I believe is crucial is for employees to understand the importance of privacy and to make sure they know how to explain privacy forms that patients sign as part of their records. Explaining a patient's rights to him and educating him regarding privacy policies is important. If an employee and patient have both been educated on privacy regulations and a complaint is filed, I always talk to the patient first. I will offer a private place to talk and an opportunity for the patient to give me a verbal account of the incident, and ask for a written account. The written account is something that I will need if disciplinary action should become necessary for the employee. I will talk to the employee and, once information is gathered from both sides, I will make a decision regarding further action. As always, if I have something that needs further insight or guidance, I will consult with the medical director to assist with a final decision."
26. What characteristics do you look for in candidates when you are hiring for a position?
How to Answer
There is more than one reason for asking this question. First, the interviewer wants to know what qualities you think are important to possess when working in the healthcare industry. Second, and most importantly, your answer will tell the interviewer if you hold yourself to the same standard as you do others. If you want to see certain characteristics in your subordinates, you should be able to tell the interviewer with confidence that you possess those traits, as well. This question is one that interviewers often use to distinguish sincerity on the part of the candidate.
Entry Level
"Confidence is one thing I think is important. It's hard to believe in someone who doesn't believe in themselves. I believe if a patient is comfortable with a provider's ability to perform it will make following a plan of care easier."
Answer Example
"I believe that honesty is important no matter what job title a person holds. I have found that being honest with people creates an atmosphere of mutual trust and respect. Those qualities, I feel, are essential when building rapport with patients and co-workers."
Experienced
"We all possess different qualities and that is what makes a great team. If I were responsible for interviewing and hiring new employees, I would look for someone who has a genuine interest in the job and a desire to grow and learn. None of us knows everything there is to know about each disease or treatment. Being willing to learn and share what we've learned with one another makes us a better team and benefits our patients and those who will need care in the future."
27. What experience do you have working with subordinates from diverse background?
How to Answer
Some people are intimidated when faced with learning new cultures and beliefs, but as a medical office manager, you will likely have subordinates from different backgrounds. It is crucial for you to be willing to accept diversity while performing your job responsibly. The interviewer wants to know that you are open to being supportive of those from diverse backgrounds and that you will be able to be a leader by example for others working with you.
1st Entry Level
"I was afforded the opportunity to meet people from different cultures, religions, and professional backgrounds throughout college It gave me an eye-opening experience of how many wonderful people there are!"
1st Answer Example
"The diversity of people that I get to work with is one thing I love about the healthcare industry. I like the idea of being in a career that challenges me to learn and grow. I believe we all have something that we can contribute to others and I like to embrace the diversity among those that I work with."
2nd Answer Example
"Yes, I have worked with people from diverse backgrounds. I think one of the great things about the healthcare industry is that we have people from all backgrounds and walks of life who come together with the common interest in caring for others. I try to take advantage of opportunities to meet people and learn about them as much as possible."
28. Medical office managers are often the go-between for patients and providers. How would you handle an angry patient who refuses to speak to anyone but the physician regarding a complaint?
How to Answer
Having to diffuse tense situations in a medical office usually begins with the medical office manager. The interviewer wants to know that you are prepared to take an administrative role in resolving unexpected issues that may arise. Share how you would address an angry patient. Remember to be firm, but compassionate.
Entry Level
"If a patient were demanding to see a physician, I would first invite her into my office or an unoccupied room for privacy. I will tell her I would like to help her resolve the situation and ask her to share her concerns. If the patient shares what is wrong and it is within my power to resolve the issue, I will do so. If the issue is something that needs to be addressed by the physician or if she refuses to speak to me, I will ask the physician when he can take some time to see the patient and help resolve the issue. Good customer service should be a priority for everyone in healthcare."
Answer Example
"Often patients who are upset or dissatisfied do come in and ask to speak directly to the physician. When this happens, I always invite the patient into my office for privacy and try to get to the root of the problem. Being in my office provides a place where the patient does not feel like everyone is listening to him or watching what is going on. Of course, I always try to talk to the patient and see if there is a way I can resolve the issue without disrupting the physician's schedule of attending to other patients. If, however, the patient is still demanding, I will present the issue to the attending physician and ask if he is available to talk with the patient or make an appointment for him to consult with the patient."
29. In your opinion, what are some of the biggest problems in healthcare today?
How to Answer
Working as a medical manager gives you a close look at some of the frustrations associated with healthcare. Your opinion is valuable and the interviewer is giving you a chance to voice it. No matter what your answer, remember to be respectful.
Entry Level
"One of the biggest problems, in my opinion, is that physicians don't always get to spend as much time with patients as we like. This means a lot when we are trying to help build a solid relationship with people who are looking for a family doctor."
Answer Example
"In my opinion, the two biggest problems are cost and quality. Unfortunately, we tend to pay more to get less. I really feel like too much of that spending goes to pad corporate bottom lines rather than optimize the health of populations."
Experienced
"Unfortunately, there are no quick solutions for the complex problems related to healthcare, but I do believe that unhealthy lifestyles are a huge reason why Americans are so sick. If people had better diets and exercised more I am confident we would spend less money taking care of the inevitable health issues related to unhealthy lifestyle choices."
30. How would you handle a situation when a person who is not on a release of information requests medical information about his/her spouse?
How to Answer
Confidentiality is crucial to stay within federal guidelines of a patient's right to privacy. As a medical manager, you will be responsible for making sure proper documentation is presented for patients to review. Some of those documents include HIPAA acknowledgments and release of information forms. While you may designate other office staff to give those documents to patients and check for signatures, it is still your job, as the manager, to make sure protocol is followed. Further, when instances arise such as those posed in this question, being able to rely upon proper documentation will help you to address the situation appropriately and with legal backing.
1st Answer Example
"When someone comes into my office requesting information regarding a patient, I always review the patient's chart first to verify whether or not the patient has given permission to release information. If the person requesting information is on the signed release of information, I go over what information they have permission to obtain and ask them to sign the appropriate forms to acknowledge receipt. If the requesting person is not on the patient's release of information, I advise them that, according to privacy regulations, I am unable to release information without the patient's expressed written consent."
2nd Answer Example
"I am always careful to review a patient's chart and confidentiality statement to see if he has authorized anyone to obtain his medical information. Unfortunately, many husbands and wives automatically think that they can have access to the other's personal information, but that is not the law. Depending upon the authorizations in the patient's file, I will act accordingly in this situation."
User-Submitted Answer
"I would check the patient's records to see if he/she has authorized to release information to the spouse. If authorized, I would release them, if not I will politely tell them that I cannot."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
Great answer! The process you have outlined will ensure the patient's confidentiality and right to privacy are maintained. To strengthen your response, discuss how you would deal with any resistance from the person when you inform them you are unable to release any medical information about his/her spouse.