How would your peers describe you?

"I think my peers would describe me as hard-working and reliable with strong organisation and communication skills. I have great attendance, am never tardy, and rarely miss work unless I'm very ill. I'm usually the go-to person in the office if a difficult patient is on the phone or at the window or if a situation needs to be de-escalated. I have well-developed personal skills and have worked in customer service for several years, so I've demonstrated to my peers that I can work well with the public. My peers would probably comment on my organisational skills because they often joke with me about how tidy my desk is and how I've got all my tasks and projects colour-coded. It's always in good fun, but those are just ways that I stay organised and on task in the workplace."

The interviewer is trying to learn more about how you fit into your current company's culture and your sense of self-awareness. Take a moment to reflect on your relationships with your coworkers and what areas you have received praise or recognition from your peers in the past, even if informally. Consider traits and characteristics that the NHS might find appealing, for example, a team player, attention to detail, ability to multi-task, work in a fast-paced environment, etc. If your current or previous company used the 360 Feedback tool or another form of peer review, give examples from that survey.

As part of our NHS Constitution, we're committed to "working together for patients." How do you promote teamwork and collaboration in the workplace?

"Effective communication is critical when working in healthcare teams. To avoid frustration or delays, it's important to communicate updates and changes promptly. For example, if there are patient cancellations or the computer systems are down, you must ensure everyone has that information so you can work together to overcome the obstacle and avoid more hardships. It's also important to collaborate to ensure patients have a good experience and receive the care they need. When a patient calls in, and I take a message, I must follow through with the appropriate team members to ensure we get back to that patient with the information they need or perhaps a refill that needs to be called into the pharmacy. We all rely on one another to ensure our office functions smoothly, and that requires everyone to work together and be willing to help one another achieve common goals."

The NHS leadership team promotes collaboration and teamwork as core values. As a medical secretary on the team, you will work alongside clerks, nurses, nursing assistants, physicians, and other clinical care providers. When healthcare team members work together for the good of their patients, the quality of care and outcomes improve significantly. Think about ways you support other staff. Describe how you promote teamwork and collaboration in the workplace and support these core values.

How do you respond to feedback from others in the workplace?

"I always try to keep an open mind when receiving feedback from peers, managers, or patients. Healthcare is a stressful environment, so if someone is overly critical or gives me feedback in a rude manner, I try to set my feelings aside and not take the comment so personally so I can better understand the feedback itself. This allows me to look at the root cause of the feedback, especially if it's negative, so that I can make adjustments or correct an issue. For example, if a patient comes to me yelling about the wait time in the office, it's not directed at me, and their complaint and frustration of sitting and waiting for an hour is valid. Instead of getting upset, I look for ways to problem-solve, improve the situation, or resolve the complaint. If the feedback comes from peers or managers, I'm always receptive to learning, finding new ways of doing things better, and accepting their coaching. I appreciate regular feedback because I want to know how I'm doing in real-time and understand what I'm doing well and what I need to improve on."

The interviewer is trying to gauge how you respond to positive, critical, and constructive feedback. Remember that feedback in the workplace doesn't always come from supervisors; sometimes, it comes from peers or even patients. Demonstrate your professional maturity by giving examples of times you received feedback and how you accepted it, positively responded to it, and made changes based on that feedback. The ideal candidate will view feedback as an opportunity to improve and grow; someone who reacts negatively to feedback or cannot accept constructive criticism will raise a red flag to the interviewer.

What three skills do you possess that would allow you to be successful as a medical secretary with the NHS?

"I have been a medical secretary for about five years, and I've sharpened many skills that allow me to be successful in this role. The first is attention to detail, as it's critical to possess this skill to effectively manage the schedule for providers and patients and keep accurate records within the office. I also possess strong communication skills verbally, face-to-face, on the phone, and in written communication through emails and memos in the office. Lastly, I would say my passion for teamwork and collaboration. The office only functions optimally when everyone is working together, communicating, interacting, and willing to jump in and help each other."

When interviewing medical secretaries, the characteristics, traits, and skills interviewers seek include attention to detail, knowledge of medical terminology, communication skills, active listening skills, strong organisational skills, and a collaborative mindset. Review the job description thoroughly to understand what soft skills and core areas of strength are required to be successful in the role. Think about your strengths and how those will prove valuable to the hiring manager at the NHS. Pick one or two strengths and be specific about how these strengths relate and will add value to their team.

Working with the public can be difficult. What interpersonal skills do you possess that will allow you to succeed here?

"Over the years, I have found ways to overcome the challenges that can come with working with the public. When a patient is angry or frustrated, I try to remember not to take it personally; that helps me react without involving my emotions. Seeking to understand the root cause of their frustration and being genuine in my interest in assisting them often makes a difference in their attitude and approach. I'm a good listener, and sometimes, that is all a person needs to be de-escalated. I'm always focused on the patient experience and go out of my way to have a positive attitude and approach situations with an open mind and patience. I can effectively communicate, whether that's by email, on the phone, or in person. I communicate messages clearly and answer questions professionally and calmly."

Employers like the NHS value interpersonal skills like communication, conflict management, empathy, compassion, and patience. Working with the public can be challenging if a patient or family member is upset about a situation. As a medical secretary, you may be the first person to answer their call or interact with them at the desk. To succeed in this role, you must possess strong interpersonal skills, effectively build relationships, and ensure each person you interact with has a positive experience while at the NHS.

How would you rate your knowledge of medical terminology?

"On a scale of 1-5, I would rate my knowledge of medical terminology a 4.5. I have worked in healthcare for ten years in a hospital and GP's office, so I've built an extensive vocabulary and a thorough understanding of medical terms, acronyms, and jargon. On the rare occasion I do not recognize a word or acronym, I'm quick to look it up on the internet or in the medical dictionary I keep in my desk drawer."

A thorough understanding of medical terminology will make you a more desirable candidate when applying for the medical secretary role with the NHS. Speak about your knowledge and experience in this area and any courses or classes you may have taken. If you lack skills in this area, demonstrate to the interviewer your willingness to learn and your ability to self-help and learn new information quickly.

How often do you update patients' contact information?

"It's critical to have up-to-date contact information for patients, so I always verify this information each time they visit the office. If we don't have an accurate phone number or address, we may not be able to relay important medical information or confirm or change upcoming appointments. Now that patients can keep their information up to date online, outdated information has decreased, but I still review their information each time they come into the office. If they don't come in often for appointments but call in for refills throughout the year, I will check the computer to see when it was last updated, then review their information with them to make updates where needed."

The NHS must have the most up-to-date information on their patients, including addresses, phone numbers, and emergency contacts. The interviewer wants to hear that you verify this information with patients regularly and update their files accurately and promptly. In your response, discuss how often you update the patient's information and explain that you understand the importance of this practice.

What strategy do you use when you have to relay a lot of information to someone?

"If I have to call a patient and relay a lot of information, I first prepare them by letting them know I have several things to discuss, and I encourage them to grab something to write with and give them time to do so. I speak slowly and clearly and use plain terms as often as possible, limiting the use of acronyms or medical jargon to help them better understand the information. I take pauses to answer questions or repeat information, and if they have a question or concern for a nurse or other team member, I'll take their request and give that to the appropriate person for follow-up. Lastly, if they would like me to send an email with the information, mail them a copy of the literature or have a copy at the front desk for them, I will prepare that to reinforce the information I'm sharing."

As a medical secretary at the NHS, you will likely be responsible for relaying information to other staff members, patients, or their families, so effective communication is critical. This question provides insight into your communication skills and ability to present information to help the other person understand and retain the necessary information. Think about how you give instructions to prepare someone for an upcoming medical test or procedure or give a new patient directions to the office. Highlight your soft skills and abilities to transfer information to another person effectively.

Typing is a critical skill in this role. What is your average WPM?

"Most of the tasks and duties I perform in my current role require me to type in some way, so this is a core skill I possess. My average WPM is 78, and my accuracy is 98%. I'm proficient at composing and typing emails, reports, medical documents, and formal letters to patients and other offices. I also use an ergonomic keyboard that allows me to type faster and more efficiently."

In all medical secretary job descriptions, typing speed is required for the job at the NHS. The interviewer is looking for insight into your typing abilities by inquiring about your average word-per-minute to ensure you can keep up with the demands of the job. Since you'll likely be doing a lot of data entry on the computer, composing emails, and taking notes, this skill is a must. Take a quick typing assessment online before your interview (there are many free tests online) so that you're prepared to answer this question if it arises.

What office equipment are you proficient with?

"I have worked in an office setting for several years, so I have learned and mastered the use of many pieces of office equipment. I can use multi-line phone systems, paging systems, copy and fax machines, scanners, shredders, and mailing equipment. I'm proficient in using a computer and can operate email inboxes, navigate the internet, and use programs like Windows, Microsoft Office, and Quickbooks. I'm a quick learner, so if there is a piece of equipment I would be required to use that I wasn't familiar with, I am confident I could pick it up with minimal training."

As a medical secretary, you may be expected to operate various office equipment and systems. For example, you may be required to answer a multi-phone line and triage or transfer calls, send faxes to other offices, scan medical records into the computer, or operate the copy machine to put together patient forms. Give the interviewer a brief description of your experience with this type of equipment, and if your experience is limited, demonstrate your ability and willingness to learn.

At the NHS, we believe in improving the lives of others. How do you ensure your patients have a positive interaction with you?

"While being a medical secretary can often be chaotic and fast-paced, it's important to remember that you're often the first person a patient sees or speaks to. First impressions are important and can often be a factor in a patient's decision to return, leave positive reviews, or refer friends. Even when things are hectic, I keep a positive attitude and smile as I greet and interact with patients, making sure they never feel they are a burden or that I'm frustrated with them. I'm pleasant and personable and go out of my way to assist them. For example, when they are leaving the office, I make sure I touch base with them to see if they want to schedule their follow up-appointment and to make sure they have all their documents and doctor's orders if they need them so they don't make multiple trips or have delays in their treatment. Lastly, if a patient asks me for help with a task that's out of my scope of work, I make sure that I find the right person to assist them."

The overall patient experience entails the entire range of interactions patients have with their healthcare team, from the front desk to patient rooms. No matter the setting, medical secretaries at the NHS focus on the quality of care they provide to patients, and the patient experience is a cornerstone of that focus. If hired, the organisation will expect you to positively influence the experience of the patients you will be working with daily. While many aspects of the patient experience are out of your control, some things to consider as you answer this question are your demeanour and attitude, responsiveness to patients, follow-through, and communication.

When given multiple tasks, projects, or assignments, how do you prioritize them?

"My day typically consists of many tasks and responsibilities, so I must be organised to execute those tasks. Each morning, I make a list of the things I need to get done and highlight my top priority. I also use my computer calendar to see when I may have some downtime to work on less important admin tasks or where I need to block off time to work on tasks distraction-free. While I use techniques like this to stay organised, I also realise in healthcare that priorities can quickly shift, and I need to adapt and pivot to meet the need at that moment. I communicate with my manager and colleagues frequently to make sure I understand what is expected of me or needed of me urgently, and then I plan out the rest of my day around those critical tasks."

Working in a fast-paced environment often means juggling multiple projects and tasks, and priorities can shift and change suddenly. Think about how you decide what needs to be done urgently and what can wait or be delegated to someone else. When answering this question, demonstrate to the interviewer that you have a system that allows you to prioritize and carry out tasks efficiently. Perhaps it's a task manager program, or you end your day by making a list and prioritizing for the next. The better you prioritize, the more productive you will be, making you an asset at the NHS. Give specific examples of techniques and tools you use to manage your time effectively.

In your current role as a medical secretary, what does your typical day include?

"I'm the only medical secretary for our consultant, so I'm the main point of contact for patients in the office. The majority of my day is spent interacting with patients who come in for appointments and on the phone with patients answering questions or scheduling/confirming appointments for the week. I also manage the cancellation list. We have a full-time person who does billing, but some days I will assist her with filing duties if she is behind. The remainder of my day is usually spent compiling and updating patient records, typing letters and clinical reports, some medical audio typing, and correspondence through our electronic patient portal and email inbox."

The interviewer would like to discover more about your day-to-day roles, responsibilities, structure, and pace. If you are coming from another healthcare organisation, it's likely similar to what would be required in the position with the NSH; however, it's important to describe in detail what your activities look like. Consider whether you spend time on the phone, maintaining medical records, scheduling appointments, or ensuring referrals are passed on to consultants. Read the job description thoroughly, and discuss the areas of responsibility you have experience in and perform daily. Keep a positive tone as you describe what your current role entails each day, and refrain from complaining about certain duties or feeling overwhelmed by the day-to-day tasks.

What are two ways you demonstrate etiquette when answering a phone in the workplace?

"I spend a lot of time on the phone in my current role, and phone etiquette is important for a positive patient experience. One example of professional etiquette I use is always smiling when I answer the phone because it makes me sound more pleasant when projecting my voice and demonstrates positive body language if others in the waiting room may be observing me. Another is to avoid using acronyms or jargon that we may frequently use around the office, as the caller may not be familiar and could cause confusion or delays in the conversation. Years ago, a mentor of mine taught me the "P's of phone etiquette," which included prepared, present, polite, patient, personable, professional, and proactive, and that phrase has stuck with me to this day."

Medical secretaries are required to be on the phone frequently, so you must be knowledgeable in phone etiquette. Whether you are speaking with a patient, consultant, GP, ward clerk, other coordinators, or member of the public, you must be professional and polite, providing excellent customer service at all times. Demonstrate this ability by giving two specific examples of how you display phone etiquette in the workplace and weave in details that highlight your personality.

In this role, you'll be the main point of contact for patients. How do you provide excellent customer service as a medical secretary?

"I always acknowledge the person approaching me for assistance. Even if I'm in the middle of a task, if someone approaches my desk, I acknowledge them, smile, and either stop what I'm doing to assist them or let them know I will be with them in just one moment. It's important not to ignore people and to reassure them you will be happy to assist them as quickly as possible. I also assist people promptly. For example, if I take a call and need to research or track down information, I do not leave that person on hold unnecessarily. Instead, if I know I need time to find the answer and get back to them, I offer to take their name and number to return their call as soon as I have what they need. I always follow through, doing what I say I'm going to do."

Employees of the NHS regularly interact with members of the public, so strong relationship-building skills are required to be successful as a medical secretary. In this role, you will be the face of the office and have more interactions with patients on a day-to-day basis than many others on the team. The interviewer wants to know that you understand the impression you make on patients and can build and maintain a relationship and provide excellent customer service. Describe your approach and give examples of how you go above and beyond.

Why are you leaving your current company?

"I enjoy working for my current company and with my colleagues, but I'm looking for a change in environment. I have been with my current company for several years, and I feel I've learned all I can here. I want to find a new opportunity such as this to gain exposure to new areas of healthcare, so I can grow and expand my skill set, and possibly even take on more responsibility or mentor more junior medical secretaries."

The interviewer wants to understand why you are leaving your current company and exploring new opportunities. Provide a brief reason for leaving, then explain what makes the role with the NHS appealing to you. Avoid giving red-flag answers such as "I hate my boss," or "we're always short-staffed, and I'm tired of working so much overtime," or giving a lengthy explanation. Give a brief answer, maintain a positive and professional tone, and avoid complaining about your current or previous employer, manager, or team. Instead, give a more general reason like "I'm looking for more growth opportunities," "I'm looking for a better cultural fit," "I'm seeking a better work-life balance," "I'm ready to explore new healthcare settings and expand my skillset and experience," "I'm looking for a shorter commute," etc.

What do you enjoy most about working in healthcare?

"I love working in healthcare because it's such a fast-paced environment. I love to be busy and feel challenged, and this is a great role for that as I continue to grow and advance in my career. I'm very outgoing and enjoy meeting and working with new people. I'm also very passionate about serving others and working as part of a team. Being a medical secretary in healthcare allows me to support the clinical team and patients, and I find that very rewarding."

This lighthearted question gives the interviewer some insight into what you enjoy about your job and working in healthcare. Perhaps it's interacting and helping patients every day. Maybe you enjoy being the face of the office and the first person people see when they walk in, or perhaps you are interested in advancing your career and enjoy the opportunities to grow and network in the medical field. Whatever it is, respond with a genuine answer about your favourite part of the job and what keeps you coming back every day.

What interested you in a career in healthcare?

"I've always been interested in science and the medical field, and I have many administrative skills, so I pursued a path in healthcare administration. I enjoy helping others and being a part of a team, and I found that healthcare connects both of those passions. I'm very outgoing and enjoy working with the public and meeting new people, so this environment is ideal for me. I plan to remain in healthcare for many years as I expand my skill set and perhaps eventually pursue additional certifications."

The interviewer wants to learn more about why you chose the healthcare industry and, more specifically, a career as a medical secretary. This question is very personal, so briefly give the interviewer some insight into what motivated you to pursue this path. Perhaps you interacted with a healthcare professional in the past who had an impact on you, or maybe you have family or friends who have been in the role whoinspired you, or maybe you just like being a part of a team that cares for others. If you have a unique story that led to your decision, feel free to share that and give a meaningful answer that demonstrates your passion for the field.

Tell me about your education.

"I have a General Certificate of Secondary Education (GCSE) and AMSPAR Medical Secretarial Diploma. I'm interested in taking RSA typing courses next year to take my typing and processing skills to the next level. I'm also considering NVQ courses or training to advance my skills as a medical secretary."

While most medical secretary positions with the NHS do not have a formal entry requirement, the interviewer will likely still be interested in knowing if you have any formal education or training. An apprenticeship is another excellent alternative to start your career, so if you've completed a Modern Apprenticeship in Healthcare Support (non-clinical) or Business Administration, now is a great time to mention that. If you do not have any education or training, be honest and give a high-level overview of your relevant work experience that will transfer into this role with the NHS.

What healthcare settings have you worked in?

"I worked for five years as a ward clerk and then moved into the medical secretary role, which I've been in for the last three years. As a ward clerk, I worked on the surgical ward with a team of about 20 other staff members. I did everything from data entry to answering phones and making appointments. It was very fast-paced, and I enjoyed that setting. As a medical secretary, I have been working for a private clinic that sees mostly pediatric patients. It's a little slower pace, but I've gained a lot of exposure and experience here. I enjoy and am comfortable working in both settings and environments."

This question allows the interviewer to explore your healthcare background and what environments you have worked in to understand if your background aligns or if you've worked in an environment where your skills would transfer well. Give an overview of the settings you've worked in (care home, hospital, consultant's office, general practice, etc.) and include the range of patient populations you've worked with. You can also include details about the pace of the environment or give insight into the size of the organisation or even the volume of staff and patients you supported in your roles.

What experience do you have scheduling appointments?

"In my last role at the hospital, scheduling appointments was one of my core responsibilities. I answered the phone, checked our office email to look for appointment requests, took walk-ins, and scheduled follow-up appointments in person for those being seen and needing to come back. I would schedule appointments with the general practitioners, manage the cancellation list, and call patients to confirm appointments for the next day. Part of my job was to use my best judgment if we had a walk-in or a patient called urgently requesting to be seen. I could determine whether to fit them on the schedule, put them on for another day, or refer them to someone else. As far as appointment scheduling software goes, I have experience with iinsight and Trafft."

First, give an overview of your experience with scheduling appointments and include the types of settings (office, call centre, hospital, etc.) you've worked in. Describe the diversity of the patients or groups you've provided scheduling services for to showcase your ability to work with people of all ages, races, and socioeconomic statuses. You can also discuss the volume of appointments you schedule in a day or week to give the interviewer an idea of the size of the office you support as well as the pace of the environment.

Tell me about your experience managing medical records.

"I have been in healthcare for several years and have worked in clinics and GP offices, so I have experience managing paper file medical records and files on EMR systems. I have experience creating files, properly maintaining and storing them, following policies and procedures for sharing medical records and destroying them, and organizing them for day-to-day use when seeing patients. Proper medical records management is vital to ensuring patients receive the appropriate care. I'm very familiar with the Data Protection Act and adhere to all policies and procedures like the "need to know basis" to protect patient privacy."

The interviewer would like to learn more about your skills and abilities to manage medical records, whether that's test results, creating new patient files, or obtaining records from another GP. Discuss your experience with managing paper medical records and electronic medical records and speak to ways you ensure accuracy and privacy when managing files. If you have experience using EMR software, now is a great time to give an overview of the systems you have used in the workplace.

Respect and dignity are two of our core values here at the NHS. What experience do you have working with confidential information? How do you protect patient information?

"As a medical secretary in a hospital, there are several ways that I protect confidential information. If I have a patient at my workstation, I will use my kiosk screen to confirm personal data instead of repeating it all out loud in front of other patients or visitors in the area. Anytime I leave my desk, I lock my computer and put files with patient data in my locked drawer to protect it from unauthorized view. This includes patient files, prescriptions, lab orders, and even post-it notes that I may have jotted something down that contained a date of birth or name and test result. I also change my computer password regularly to reduce the risk of someone accessing my computer and files. Lastly, when I deal with a patient's family and friends inquiring about patient statuses, I always check their file to see who they have given consent to be given that information."

All employees at the NHS must be knowledgeable about when and how to protect sensitive or private information. Demonstrate your understanding of the importance of protecting patient information in the workplace and consider ways you ensure patient information is not left in public places or stored inappropriately. Perhaps you speak in a lower voice when relaying confidential information so other patients don't overhear, or maybe you lock your computer when you leave your workstation. When responding, give an overview of your experience in healthcare protecting this type of data and examples of ways you ensure patient information is safe.

I see you have never worked as a medical secretary before. How will your skills transfer to this role?

"While I have not worked as a medical secretary before, I have worked in the billing department of the local hospital. In this role, I learned a lot of medical terminology and acronyms that would be useful in the secretary role. I also worked closely with GPs, consultants, and patients, so I understand how medical facilities function and collaborate and work well with others. I have strong communication skills from working with the public so often and interacting in person and on the telephone. I'm very customer-centric, ensuring they have a positive experience when they interact with our office. My typing skills are excellent, and I use many office software programs and equipment."

There are many ways you can be a fit for a position at the NHS, even if you have not worked in the exact role in the past. Review the job description and determine what skills are required, then think about the transferable skills you possess and how those can benefit the organisation, despite the industry background you may have. These skills could include technical abilities, communication skills, customer service experience, scheduling or billing-related positions, etc.

How do you handle an angry patient causing a scene in the office?

"When I worked at the local GP's office, we had a patient walk in and demand to be seen. This person was not our patient, and our clinic was already overbooked that day. I let him know that we could not take walk-in patients and that he would have to call our main office to register as a new patient, and then they would schedule him for an appointment. He was very upset and yelling at me in front of a room full of patients. I calmly asked him to lower his voice and asked him what he would like to be seen for. He had a headache and cough and wanted an antibiotic on the spot. I reiterated that we could not see him and explained that we had an obligation to treat our current patient load and respect the time of them and the physicians so they could provide adequate care to those already waiting. I provided him with a list of walk-in clinics in the area and an emergent care office address. In this situation, it was important to remove him from the main office where he was causing a scene while also trying to provide him with alternate solutions so he could get the care he needed. I usually try to de-escalate the situation as quickly as possible by remaining calm and professional as I assess ways to provide solutions to the patient."

As a medical secretary at the NHS, you will frequently interact with the public. They may be frustrated about wait times or not being seen when they walk into the office. Whatever the reason for their agitation or frustration, it's crucial to demonstrate that you can handle these stressful situations with compassion and professionalism. The interviewer wants to understand how you would handle a challenging situation and how you react under pressure. In your answer, include aspects like customer service skills, critical thinking, patience, communication skills, empathy, and the ability to resolve conflicts. Give an example of a time you dealt with a problematic family member of a patient and describe the situation and how you resolved the conflict.

Tell me about a time you made a mistake in the workplace.

"When I started as a medical secretary, one of my first projects was printing new patient labels and updating paper charts. I grabbed a stack of charts, pulled all the labels out of the tabs then started putting my new labels in them. After about twenty files, I realized that I had assumed the charts had been correctly put in alphabetical order, and I had not double-checked based on the patient files inside. I quickly found that many charts had the wrong patient label, and I also realized that there were some patient charts on the shelf that were inactive and that I had not printed labels for those. I learned a few lessons from that mistake. I learned never to assume anything and to double-check everything I do concerning patient data. I also realized the importance of getting organized and having a process before taking on a large task to be more efficient and reduce the risk of errors. For the next set, I left the labels in while I organized the files to make sure they were in the order that my labels were, and each time I replaced a label in the tab, I opened the file to check the name on the first page matched."

The interviewer understands it's human nature to make mistakes, so this question is less about the actual mistake and more about how you handled the situation. They are looking for self-awareness, your ability to identify the mistake, take responsibility and ownership of it, and learn from the situation so the mistake isn't repeated. When giving your answer, provide an example of a minor mistake and not one that caused serious injury or harm to anyone or would be a major red flag to the interviewer. Consider an example of a mistake that resulted from a misunderstanding or miscommunication, a missed deadline, or an error on a document.

How would you respond if a patient or colleague asked you a question you didn’t know the answer to?

"As a newer employee, I would have a lot to learn, so I'm sure I will run into a situation where I cannot immediately answer a team member or patient's question. I would be honest with the person and let them know I would research the answer and get back to them as quickly as possible. I would never make up an answer and would try to self-help with my available resources, and if I could not locate the answer timely, I would reach out to a colleague or manager to assist. Follow-up is important to build trust, so I would always make sure I got back to the person with the information or answer they were seeking."

As a medical secretary at the NHS, you will likely run into a situation where you're unsure how to answer a patient or colleague at some point. The interviewer wants to discover more about how you would react under pressure and when you lack the knowledge necessary to answer a question. Demonstrate that you can acknowledge when you don't know something instead of making it up on the fly and commit to finding that answer and following up with the patient or colleague timely. Give an example of how you self-help and track down information or how you've found the appropriate person to ask. Telling the person, "I don't know," or "that's not my department," is never appropriate, and the interviewer wants to learn more about your customer service skills and problem-solving approach.

Tell me about an ethical dilemma you faced in the workplace and how you handled it.

"When I worked in the office at my last job, we had a strict policy against taking office supplies. Another medical secretary in the office took home several items like paper, printer ink, staples, etc. I reminded her that the company had a strict policy regarding taking home office supplies, which could result in disciplinary action or termination. She put the items back, but I witnessed her doing the same thing a week later, taking even more valuable items. I notified my supervisor of the situation, including the first time that I reminded her that it was against company policy. It's never an ideal situation to turn in a coworker, but it's important to speak up and do the right thing, even when it's difficult or uncomfortable."

This question allows the interviewer to discover more about your character. It's not uncommon for ethical dilemmas in the workplace to occur from time to time, so speak openly about an ethical dilemma you faced at work. Think carefully about your answer, as it will leave a lasting impression. Demonstrate your commitment to honesty, integrity, and loyalty to your organization. Show examples of how you've "done the right thing" and how you bring these values to the team.

Tell me about a time you had to work with a difficult colleague or patient.

"In my last job, I had a patient that would often come in over an hour late for her appointment, or worse, miss her appointment entirely and then come in on another day and demand to be seen. She would get upset and tell me that I gave her the wrong date or time and would cause a scene, and our consultant would work her in. To avoid this, I would write her appointment dates and times down for her on a card, and if she had regular follow-ups, I would write them all down to help her plan ahead. I would also make sure I called her the day before and even the day of sometimes to confirm her appointment. I would also try to get to the root cause to see if I could help her line up transportation, for example. Despite these efforts, she would still be late or a no-show. Eventually, I helped create a patient policy that explained the importance of being on time and keeping appointments and notified patients that they could not walk in or be seen the same day if they were late or missed their appointment earlier in the day. This did reduce the number of times she would be late or no-show and helped things run more smoothly at the office."

Working in healthcare and within an organisation as large as the NHS, you will likely interact with a high volume of people daily, including colleagues, senior leaders, patients, their families, and public vendors. Possessing the skills to handle difficult situations and people in the workplace is essential. Think about a time you had a challenging coworker or patient and what made it difficult. Describe the situation and how you handled it, and include aspects of communication, interpersonal, and conflict-resolution skills. Avoid speaking negatively about a former colleague or patient when answering.

Tell me about a time miscommunication in the workplace caused a problem.

"When I started in my current role, my supervisor sent me an email with instructions on a data entry project. Though there were areas I felt uncertain of the directions, I didn't want to bother her with a bunch of questions or seem incompetent. I assumed I knew what my supervisor was asking, completed the project, and emailed it to her. It turns out I had misunderstood a large piece of the assignment, and all of my information was entered incorrectly, which meant I had wasted about four hours of my time on this. I realized that I shouldn't have been embarrassed to ask questions and that I should have gone to her to make sure I understood the expectations before starting the project. That lesson has stuck with me, and I know it's better to ask questions and seek to thoroughly understand than make a mistake and have to do the work over again."

Mistakes will happen, and communication will be broken, but when this happens in healthcare, it can have a significant consequence. Demonstrate to the interviewer that you can take ownership when this type of situation arises, find the root cause, overcome it, learn from the miscommunication and take action to correct it. Give examples if possible, or answer hypothetically if you cannot think of a relevant experience to share.

NHS Band 4 Medical Secretary Interview Questions

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1. How would your peers describe you?
2. As part of our NHS Constitution, we're committed to "working together for patients." How do you promote teamwork and collaboration in the workplace?
3. How do you respond to feedback from others in the workplace?
4. What three skills do you possess that would allow you to be successful as a medical secretary with the NHS?
5. Working with the public can be difficult. What interpersonal skills do you possess that will allow you to succeed here?
6. How would you rate your knowledge of medical terminology?
7. How often do you update patients' contact information?
8. What strategy do you use when you have to relay a lot of information to someone?
9. Typing is a critical skill in this role. What is your average WPM?
10. What office equipment are you proficient with?
11. At the NHS, we believe in improving the lives of others. How do you ensure your patients have a positive interaction with you?
12. When given multiple tasks, projects, or assignments, how do you prioritize them?
13. In your current role as a medical secretary, what does your typical day include?
14. What are two ways you demonstrate etiquette when answering a phone in the workplace?
15. In this role, you'll be the main point of contact for patients. How do you provide excellent customer service as a medical secretary?
16. Why are you leaving your current company?
17. What do you enjoy most about working in healthcare?
18. What interested you in a career in healthcare?
19. Tell me about your education.
20. What healthcare settings have you worked in?
21. What experience do you have scheduling appointments?
22. Tell me about your experience managing medical records.
23. Respect and dignity are two of our core values here at the NHS. What experience do you have working with confidential information? How do you protect patient information?
24. I see you have never worked as a medical secretary before. How will your skills transfer to this role?
25. How do you handle an angry patient causing a scene in the office?
26. Tell me about a time you made a mistake in the workplace.
27. How would you respond if a patient or colleague asked you a question you didn’t know the answer to?
28. Tell me about an ethical dilemma you faced in the workplace and how you handled it.
29. Tell me about a time you had to work with a difficult colleague or patient.
30. Tell me about a time miscommunication in the workplace caused a problem.

NHS Band 4 Medical Secretary Interview Questions

1. How would your peers describe you?

2. As part of our NHS Constitution, we're committed to "working together for patients." How do you promote teamwork and collaboration in the workplace?

3. How do you respond to feedback from others in the workplace?

4. What three skills do you possess that would allow you to be successful as a medical secretary with the NHS?

5. Working with the public can be difficult. What interpersonal skills do you possess that will allow you to succeed here?

6. How would you rate your knowledge of medical terminology?

7. How often do you update patients' contact information?

8. What strategy do you use when you have to relay a lot of information to someone?

9. Typing is a critical skill in this role. What is your average WPM?

10. What office equipment are you proficient with?

11. At the NHS, we believe in improving the lives of others. How do you ensure your patients have a positive interaction with you?

12. When given multiple tasks, projects, or assignments, how do you prioritize them?

13. In your current role as a medical secretary, what does your typical day include?

14. What are two ways you demonstrate etiquette when answering a phone in the workplace?

15. In this role, you'll be the main point of contact for patients. How do you provide excellent customer service as a medical secretary?

16. Why are you leaving your current company?

17. What do you enjoy most about working in healthcare?

18. What interested you in a career in healthcare?

19. Tell me about your education.

20. What healthcare settings have you worked in?

21. What experience do you have scheduling appointments?

22. Tell me about your experience managing medical records.

23. Respect and dignity are two of our core values here at the NHS. What experience do you have working with confidential information? How do you protect patient information?

24. I see you have never worked as a medical secretary before. How will your skills transfer to this role?

25. How do you handle an angry patient causing a scene in the office?

26. Tell me about a time you made a mistake in the workplace.

27. How would you respond if a patient or colleague asked you a question you didn’t know the answer to?

28. Tell me about an ethical dilemma you faced in the workplace and how you handled it.

29. Tell me about a time you had to work with a difficult colleague or patient.

30. Tell me about a time miscommunication in the workplace caused a problem.