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

"Working with the public can be challenging at times, but I possess strong communication skills, empathy and compassion for others, and patience, which allow me to succeed in my role. 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. 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 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, and as a ward clerk, 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 to effectively build relationships and ensure each person you interact with has a positive experience while at the NHS.

How would your coworkers describe you?

"I think my coworkers would describe me as level-headed and calm. I work well under pressure and don't get stressed or frustrated when the office is busy. They would also say that I'm personable, easy to get along with, and reliable when they need help. I'm always willing to help someone who is behind in their work or needs extra training. Lastly, I believe they would say that I'm knowledgeable in the healthcare industry, medical terminology, billing, and our office's policies and procedures."

The interviewer is trying to learn more about how you fit into your current company's culture and team 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, empathetic, attention to detail, ability to multi-task or 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.

"My coworkers would describe me as a very organized team player. I focus on prioritizing my work to meet deadlines. I am very hardworking as I always want to get the job done. I’m flexible, I create time to work."

At the NHS, we're committed to working together for patients, which is part of our core value system. How do you promote teamwork and collaboration within the ward?

"I promote and contribute to effective communication in the workplace. 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, like a test result or instructions for a procedure. We all rely on one another to ensure our office functions smoothly, which 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 ward clerk on the team, you will work alongside other clerks, medical secretaries, 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.

"I promote teamwork and collaboration by communicating effectively. Every team member is made aware of their daily roles so they clearly understand them and those who are struggling with their roles receive help from the team to make the job go smoothly and give the best care to the patients."

What computer programs and software are you familiar with?

"I have experience using a variety of programs and software. I've used the entire Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, and I've also used Google Workspace to include Docs, Sheets, Slides, and Forms. Outside of those core programs, I'm familiar with Adobe Acrobat, Kareo, Epic, and QuickBooks. I'm pretty tech-savvy and willing and able to learn new platforms quickly."

Many healthcare facilities like the NHS require ward clerks to be proficient in specific computer programming or software systems. The interviewer would like to learn more about which programs and software you're familiar with and whether you've used it for personal use, at school, or in the workplace. If you do not have much experience in this area, demonstrate that you're willing and able to learn new skills quickly.

"Microsoft Office Excel, PowerPoint, and Word."

How do you manage working in a fast-paced environment?

"I'm accustomed to working in a busy ward, so a fast-paced environment like this would not be a cause for concern. I'm often in high-pressure situations where I have competing demands and priorities, and I work through these situations by remaining calm and focused. I can discern what is a true priority, for example, a patient at my desk needing help versus a lesser priority, like refiling charts. I make sure that I prioritize people first, especially those who need immediate care or attention. I keep an open line of communication with my manager, keeping her in the loop if I fall behind on a task or need direction on what is most important to complete that day. I'm very organized and keep my to-do list at the front of my desk, and I also keep my workspace neat so I don't lose things and constantly have to track them down. If I feel stressed or whelmed, I will ask my manager if I can take a break to regroup or ask a colleague for help."

As a ward clerk at the NHS, you are essentially the traffic controller for the unit. You will need to thrive in a fast-paced, high-stress environment where you're required to multi-task and answer phones, maintain patient records, update general information, provide forms for the clinical staff and patients, and work with patients and staff. Describe how you keep yourself organized and keep a calm demeanour when working in a fast-paced environment.

"I manage to work in a fast-paced environment by remaining calm and focused. That way I can concentrate clearly and prioritize rightly. I’ll give priority to a patient whose condition is more pressing than one who just wants a refill of medication. And working calmly is what helps."

How would you rate your knowledge of medical terminology?

"On a scale of 1-5, I would rate my knowledge of medical terminology at a 4. I have worked in the hospital for about five years, so I've built an extensive vocabulary and a thorough understanding of medical terms, acronyms, and jargon. If 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 ward clerk 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.

"On a scale of 1-5, I’ll say a 2. I am a fast learner and I’m willing to learn all the terminologies. If I come across a terminology that I don’t know, I’ll do well to ask my manager or my colleagues for help."

How do you prioritize multiple tasks, projects, and responsibilities?

"I typically start my morning by reviewing new tasks and prioritising and integrating them with my to-do list. I assess which are the most important, say a patient needs a form in an hour when they discharge, versus running a standard report for my manager. I review my list thoroughly to know which have upcoming deadlines and are time sensitive and the remaining admin tasks I can complete in my downtime or between other projects. I also remain flexible, knowing that when working with human beings, priorities and needs can change, and I may need to adjust my priorities accordingly. I think organisation is the key to understanding what needs to be done and when."

Working in a fast-paced environment often means juggling multiple projects and tasks, and priorities can often 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 to efficiently prioritise and carry out tasks. Perhaps it's a task manager program, or you end your day by making a list and prioritising for the next. The better you can prioritise, 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.

This position requires strong attention to detail. How do you ensure accuracy in your work?

"I double-check my work and repeat information as often as possible to verify it. For example, if I'm scheduling an appointment with a patient over the phone, I give them the date and time and repeat it back to them as I double-check what I've entered into the computer. Scheduling mistakes cause frustration to the patient and the other clinical staff members. I also ensure accuracy by focusing on my task at hand and reducing distractions or refraining from multitasking when working with critical information or reporting. This focus and dedicated attention to a task reduces errors. If it's a situation where I can run a report to audit or double check my work, I'll utilize that tool as well."

Accuracy in your work as a ward clerk reduces errors and improves processes and quality of care in the workplace. At the NHS, you will likely be responsible for relaying important information, updating medical records, and scheduling appointments, so you must have an eye for detail and make very few mistakes. Discuss the techniques you use to ensure you're performing tasks accurately and provide the interviewer with specific examples.

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

"On any given day, I probably field about 50 phone calls, so phone etiquette is a strong skill I possess. One example of professional etiquette I use frequently is to smile when I answer the phone because it makes me sound more pleasant. I never answer the line and immediately place someone on hold, but if I am juggling multiple lines and need to do so, I let the person know I'm going to place them on a brief hold, and I get back to that line as quickly as possible, then apologize for their wait. Additionally, if someone calls in the wrong line, I'm helpful and transfer them to the appropriate place so they can get the assistance they need."

Ward clerks in some settings may be 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, it's important to demonstrate that you're able to be professional and polite, providing excellent customer service at all times. Demonstrate your ability by giving two specific examples of how you display phone etiquette in the workplace and include details that highlight your personality.

What is your process for checking in a patient for an appointment?

"I welcome the patient to the office by smiling and greeting them by name if I know it. I confirm who they are in the office to see and have them sign in on the clipboard. I then go to the computer scheduling screen and click the check-in button so the nurse knows they are there. I print all their personal information and hand them the printout along with whatever forms need to be updated, so they can review the information and let me know what corrections need to be made. We do this so that we aren't shouting their name, address, birthday, phone number, etc. in front of the office to give the patient a little more privacy. I also verify their healthcare information and ensure everything is up to date in our system before they are seen by the provider. If it's a new patient, we may require a photo ID or other new patient documents, so I will also take care of those tasks. If a patient has waited for more than 15 minutes, I follow up to make sure the nurse knows they are on-site and communicate any delays we may have to the patients."

The interviewer would like to understand the processes you follow when checking in a patient for an appointment. Additionally, they are looking for soft skills like compassion, respect, and dignity that align with the core values of the NHS. Give a brief overview of the steps you take when a patient comes into the office and provide examples of how you treat patients with kindness and professionalism throughout the process.

How do you effectively communicate with staff and patients?

"I first listen when others are talking and focus on the verbal message and body language to help me understand how they feel. When responding, I speak with clarity and concision to help the other person better receive and understand what I'm saying. When communicating, I maintain a respectful and friendly tone and am empathetic and compassionate in my conversations. I also ensure I'm using the right communication medium for the conversation. For example, if I have a concern or issue to discuss with my manager, I choose a face-to-face meeting versus sending a text or email so that the tone and message are not lost in the text. Lastly, I keep an open mind when it comes to receiving feedback, as this helps keep lines of communication open, and this approach allows for improvements to be made when necessary."

As a ward clerk at the NHS, you must possess strong communication skills to be effective in your role. Because you're working with patients and other staff each day, you must be able to actively listen, clearly communicate messages via phone, face-to-face, and email, and demonstrate compassion and empathy in your interactions while maintaining a friendly and respectful demeanour. Discuss the skills you possess and how you use them to be successful in the workplace.

How do you demonstrate professionalism in the workplace?

"I know that respect and dignity are core values of the NHS, and I demonstrate those values in the workplace in my everyday interactions with patients, their families, and other staff members. I always consider the other person's perspective because putting myself in their shoes helps me be more empathetic and understanding of their feelings or the reason they are acting a certain way. Being a patient can be stressful, so I maintain a positive attitude and calm demeanour, never gossiping, speaking ill of anyone, or complaining. If a patient or colleague is speaking to me, I stop what I'm doing and actively listen so they know I value and care about what they are saying. I maintain a tidy appearance in uniform and also take care to make sure my workstation is neat and orderly as well."

As a ward clerk at the NHS, you can demonstrate professionalism through behaviours, communications, actions, and interpersonal skills. You will likely interact with patients, other staff, and visitors in the healthcare setting, so professionalism must be demonstrated in all aspects. When responding to this question, give examples of ways you demonstrate professionalism in your day-to-day work and incorporate some of the NHS's core values in your answer.

Describe your experience operating various office equipment.

"I have worked in a hospital setting for the last five years, so I have learned and mastered the use of many pieces of equipment we use on the unit. 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 ward clerk, you may be expected to operate several 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.

What are your career goals?

"I enjoy working in healthcare, so I would like to continue working in the hospital setting for the next several years. Since I'm newer to the role, I plan to work as a ward clerk for a couple of years to gain more experience and skills. Then I would be interested in obtaining certifications that would help me get promoted to a medical secretary role. I'd like to continue advancing in my career in administration and maybe one day move into a supervisory role."

The interviewer at the NHS would like to understand your short and long-term career goals. This question allows them to gain insight into whether you plan to remain in healthcare, if you seek to grow and be promoted, or if this is more of a stepping stone position and your long-term career goals are in another area. Describe where you see yourself in the next few years and include your desired career path and the education goals that will help you reach those goals.

How do you imagine a typical day as a ward clerk at the NHS?

"From doing some research online and reviewing the job description carefully, I've learned there are several responsibilities or tasks required each day. I imagine that I will be answering the phones and triaging calls, providing medical updates to a patient's family member or friend, scheduling appointments, maintaining medical records, and working with the staff and GPs throughout the day. I envision this as a support role, so I expect to interact with other team members frequently to keep the ward operating smoothly."

The interviewer asks this question to see if you just randomly applied for this job or if you have done your research and understand the role and responsibilities. Read the job description thoroughly and be able to give an overview of the tasks and duties you think you would perform in this role. If you've been in a similar role, discuss what you typically do day-to-day and include any position-specific tasks you picked up on in the job description.

Describe your ideal manager.

"My ideal manager genuinely cares about their employees and their success. I once had a manager who, in our regular check-ins, always started by asking how my family was, and that meant a lot. He would also ask what was going well and what wasn't and wanted to help me be successful. I also value a manager with good communication skills. I appreciate when updates and changes are communicated, and my manager follows up when they say they will."

The interviewer is trying to determine your preferred style of management. In some cases, the person interviewing you could be your potential manager, and this question will help them understand if you would align well with them. Be sure you research the NHS's values and culture and, if possible, research the background and education of the person you're interviewing with.Consider past employers and the best leader you had. Think about what traits or habits they demonstrated that made them someone you enjoyed working with. In your response, explain some of the qualities you're looking for in a leader but also mention that you're flexible and work under different management styles.

How do you maintain a healthy work-life balance?

"I prioritize my health and wellness by exercising regularly and attending preventative appointments. I take my designated lunch break every day to ensure I'm not skipping meals and to give myself a mental health break. Lastly, I make sure I spend time with hobbies like crafting and reading, which energizes me and allows me to focus at work."

Those working in healthcare often experience burnout, so the interviewer wants to understand how you balance the stresses of work and home. Give examples of how you maintain a healthy work-life balance. Examples could include taking breaks, shutting off your work phone/email when appropriate, prioritizing health and wellness, exercising, and open communication with your manager.

Tell me about your education.

"After secondary school, I completed the ward clerk course and the HLT37315 certificate in health administration. These courses taught me the nuances of working in this setting and expanded my medical terminology knowledge base. I would be open to continuing my education in the future as I grow in this role and pursue future promotion opportunities."

While most ward clerk 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 do you enjoy most about working in healthcare?

"I am very extroverted and love interacting with others. I enjoy the administrative and support role and like to help others, including patients, family members, and colleagues. I love bringing positivity to the workplace and knowing I can make a difference in the lives of others each day. As a ward clerk, I feel like I can play a large part in the patient experience and be an ambassador of my organisation. I love that healthcare is always evolving and changing, and I enjoy learning and growing my skills as there are so many opportunities in this setting."

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, or maybe you enjoy being the face of the office and the first person people see when they walk in, or perhaps you're interested in advancing your career and enjoying 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 healthcare settings have you worked in before?

"As a recent secondary school graduate, I have not formally worked in healthcare. I have, however, volunteered at the local hospital in the pediatric unit. In this volunteer position, I would come in and read books to children or spend time with them colouring or doing activities if their parents needed to step away. I'm eager to start my career as a ward clerk and gain experience in different healthcare settings."

This question allows the interviewer to explore your healthcare background and what environments you have worked in to understand if your experience aligns with their setting 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, the size of the organisation, or even the volume of staff and patients you supported in your roles.

What experience do you have working with confidential information? How do you protect patient information?

"Each day, I work with sensitive information as I have several responsibilities relating to patient records. I keep files with private patient information secure by locking them in my desk drawer if I leave my workstation or by locking my computer when I'm away if I'm using electronic medical records or charting. Anytime I fax information to another office, I use a cover sheet and mark the document confidential to notify the office they need to protect the data they are receiving. Anytime I receive a phone call from a friend or family member of a patient, I confirm they are authorized to receive such information, which also protects patients."

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 anytime 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.

In your current role as a ward clerk, what does your typical day include?

"As a ward clerk on the respiratory ward, I provide comprehensive administrative and clerical support to the unit. I work very autonomously. I am typically given direction from my leader early in my shift, and I'm expected to carry those duties out throughout the day with little supervision. I spend a lot of time on the phone fielding calls from patients' families and friends and providing updates to the appropriate parties. My duties also include booking appointments and discharge transport, updating SEMA helix, and assisting with clerical tasks for the nursing and medical team."

The interviewer would like to learn 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 crucial to describe in detail what your activities look like. Consider whether you spend time on the phone, maintaining medical records, scheduling appointments, or chasing up reports. 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 particular duties or feeling overwhelmed by the day-to-day tasks.

What experience do you have ordering and maintaining ward stock?

"In my current role, I'm responsible for keeping certain supplies stocked on the ward, maintaining the inventory, and ordering replacement supplies. I'm also tasked with making sure all items are labelled clearly and appropriately and replacing missing or incorrect labels. I know that if we do not have the appropriate supplies, patients may have a poor experience, or the nursing staff may not be able to do their jobs. I'm very thorough and careful when I'm inventorying so that we prevent such issues. If there is a shortage of an item, an unusual amount of supplies used or missing, or any other issues, I report it to my supervisor immediately and take their direction to rectify the situation. I'm very comfortable with this task and would have no problems taking this on in my next role."

As a ward clerk at the NHS, you may be responsible for ordering and maintaining ward stock. Describe your experience stocking the ward with basic clinical and patient supplies, inventorying, ordering, and maintaining supplies. If you've used any specific software or programs, provide some insight into tools you're familiar with. Don't forget to include soft skills in your answer, like accuracy in your work, close attention to detail, and your ability to communicate if there is an issue in the process.

Tell me about your experience with transcribing.

"In my previous role, I would spend about ten hours per week on transcription duties. On Fridays, I listened to all audio recordings for the week, completed the transcription of medical reports, and was responsible for proper formatting and accuracy. My current typing speed is 70 WPM, and I focus on attention to detail in each transcription report I complete. Additionally, I have an extensive knowledge base of medical terminology, which allows me to be more efficient as I'm not having to spend much time researching unfamiliar terms, jargon, or spellings."

As a ward clerk, you may be asked to perform transcription tasks, so the interview may inquire about your experience. Give examples of settings or projects where you've done this type of work and consider including other skills you possess, like typing speed, computer skills, software or programs you're familiar with, and attention to detail. If you do not have experience with transcription, express your desire to learn this skill and share any transferrable skills that could help you be successful in learning.

What experience do you have setting up and maintaining patient medical records?

"On our ward, I'm responsible for helping new patients get established by requesting their previous medical records and putting together a new chart for them, including new patient forms. I'm also responsible for maintaining patient records on our EMR system and updating their personal information as needed, adding appointment information, transferring test results, and sometimes including transcriptions in the files. I ensure that charts are accurately maintained, and patient information and data are protected and secured at all times."

As part of your job as a ward clerk with the NHS, you may be responsible for creating and maintaining patient files, so the interviewer will likely inquire about your experience in this area. Think about your experience setting up a new patient at the office, transferring records to and from another facility, updating patient forms or test results, storing them as a paper file or electronic record, or even conducting audits. Give an overview of tasks you regularly perform and include the type of setting (hospital, GP office, etc.).

Tell me about a problem or challenge you recently experienced in the workplace. How did you solve it?

"In my previous role, I was responsible for running several reports for the ward. We were transitioning from paper to electronic platforms during one period, and I ran a report to audit the data periodically. I found that our admission and discharge report was not pulling data correctly, and I needed to identify the problem quickly. Since it was a new process, I didn't have any colleagues to consult, so I broke the report down into smaller chunks of data. This allowed me to reconcile the information quicker because I could scan each column to see what was not aligning. By manually adding up the information, I discovered that one column contained an incorrect sum formula. I adjusted this formula, the report began running correctly, and the problem was resolved. When faced with a problem like this, I self-help as much as possible, and if I'm still struggling, I ask a colleague for support or research possible solutions online."

Critical thinking and problem-solving skills are essential when working for the NHS. When responding, give an overview of the problem or challenge you faced and explain how you found a resolution. This could be how you solved the problem or the steps you took to report or escalate it to the appropriate person. Maintain a positive tone in your response and avoid complaining or speaking negatively about your current or former employers and colleagues.

What would you do if you were asked to perform a task you were not trained to do?

"As a new ward clerk, I realize I may be asked to perform a task I don't know how to do or don't feel confident enough to do. I would first be honest that I don't have the experience or training to complete the task, but I would be willing to learn! I would ask if there was a colleague or supervisor to assist me. If it were an admin task, I would see if I could self-help and research how-to online through an article or video. I would never attempt something I didn't feel comfortable with my abilities to do so, especially if it could endanger a patient or cause legal issues."

This question is less about your actual skill set and more about your attitude and approach when faced with a situation like this. In your answer, demonstrate a positive attitude and willingness to learn, your ability to self-help, acknowledge and speak up when you need help or are uncertain about something, and your ability to problem-solve or seek guidance from another team member. It's also beneficial to reiterate that you would never attempt something you weren't trained to do that could jeopardize the safety of a patient.

"Occasionally, there may be an admin task I'm unsure how to complete because of new technology or a change in the process. In these cases, I would approach the trainer or a peer I knew to be strong in this area and ask if I could shadow them or if they could take a minute to talk me through the step. I'm a quick learner, so once I'm shown something once, I usually catch on quickly and won't need additional support. If someone asked me to provide a treatment I didn't know how to do, I would never guess at it or "wing it" because that could cause serious harm to a patient. I would be honest and ask for assistance or additional training."

What would you do if your computer stopped working in the middle of your shift?

"Technical problems occur from time to time, so if this were to happen, I would first see if it was just my computer that was not working or if all office computers were down. If a patient needed assistance and all computers were down, I would let them know we were having a technical issue, and I would either take hand notes or let them know I would be back with them shortly. I would quickly troubleshoot basic possibilities like making sure cords were plugged in and the power source was on. If I could not quickly assess the problem, I would call IT immediately so they were notified of the situation and could begin assisting."

As a ward clerk at the NHS, most of your work will likely require you to use a computer. This question allows the interviewer to see how you react when faced with a problem that will significantly impact you and your ability to do the job. Demonstrate that you can remain calm in a stressful situation like this, troubleshoot common problems, and take action to overcome the challenge.

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

"At my previous job, one of my coworkers liked to play pranks on other team members and would often tell obnoxious or offensive jokes during the workday. These antics upset my colleagues, embarrassed them, or distracted them from the work they were trying to get done. It negatively impacted the mood and morale of the team, and it took a toll on the team's productivity. One day, I asked that coworker to have lunch with me, and she asked me if I knew what was going on with the team and why everyone seemed so upset. It was a great opportunity to share gentle feedback that the pranks and jokes were not welcome by many, and the team was often offended or annoyed. She genuinely seemed shocked and said it was just her personality to be playful and make the workplace fun. I gave her some specific examples of how a joke or prank embarrassed someone or made me uncomfortable, and she stopped and took in the feedback. I suggested a few more constructive ways to engage the team and told her she could always suggest a monthly social hour to do a team-building exercise. She was receptive to my suggestions and genuinely seemed to appreciate the conversation one-on-one instead of going to HR. The team and I saw a change in her behaviour as she stopped with the offensive jokes and pranks. I think it's important to confront a colleague professionally and kindly to give them a chance to realize their impact on others and an opportunity to correct their behaviour."

Working in healthcare and within an organisation as large as the NHS, you will likely interact with numerous 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 you made a mistake in the workplace.

"A few weeks ago, I sent a request for information to another ward and received the information back on the wrong patient. Before jumping to conclusions, I reviewed the original document I faxed and realized that I had made an error and requested the information on the wrong patient. I immediately called that ward and explained my mistake, apologized for the mixup, and told them I had shredded the information as soon as I realized the mistake. I created a new request, triple-checked the patient's name and date of birth, and sent a new request for information. It's a fast-paced environment, but it's important to slow down and double-check for accuracy when doing these tasks."

The interviewer understands it's human nature to make mistakes, so this question is less about your mistake and more about how you handled the situation. They are looking for self-awareness, your ability to identify the mistake, take 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 raise a red flag to the interviewer at the NHS. Consider an example of a mistake that resulted from a misunderstanding or miscommunication, a missed deadline, or an error in a document.

NHS Ward Clerk Interview Questions

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1. Working with the public can be difficult. What interpersonal skills do you possess that will allow you to succeed here?
2. How would your coworkers describe you?
3. At the NHS, we're committed to working together for patients, which is part of our core value system. How do you promote teamwork and collaboration within the ward?
4. What computer programs and software are you familiar with?
5. How do you manage working in a fast-paced environment?
6. How would you rate your knowledge of medical terminology?
7. How do you prioritize multiple tasks, projects, and responsibilities?
8. This position requires strong attention to detail. How do you ensure accuracy in your work?
9. What are two ways you demonstrate etiquette when answering a phone in the workplace?
10. What is your process for checking in a patient for an appointment?
11. How do you effectively communicate with staff and patients?
12. How do you demonstrate professionalism in the workplace?
13. Describe your experience operating various office equipment.
14. What are your career goals?
15. How do you imagine a typical day as a ward clerk at the NHS?
16. Describe your ideal manager.
17. How do you maintain a healthy work-life balance?
18. Tell me about your education.
19. What do you enjoy most about working in healthcare?
20. What healthcare settings have you worked in before?
21. What experience do you have working with confidential information? How do you protect patient information?
22. In your current role as a ward clerk, what does your typical day include?
23. What experience do you have ordering and maintaining ward stock?
24. Tell me about your experience with transcribing.
25. What experience do you have setting up and maintaining patient medical records?
26. Tell me about a problem or challenge you recently experienced in the workplace. How did you solve it?
27. What would you do if you were asked to perform a task you were not trained to do?
28. What would you do if your computer stopped working in the middle of your shift?
29. Tell me about a time you had to work with a difficult colleague or patient.
30. Tell me about a time you made a mistake in the workplace.

NHS Ward Clerk Interview Questions

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

2. How would your coworkers describe you?

3. At the NHS, we're committed to working together for patients, which is part of our core value system. How do you promote teamwork and collaboration within the ward?

4. What computer programs and software are you familiar with?

5. How do you manage working in a fast-paced environment?

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

7. How do you prioritize multiple tasks, projects, and responsibilities?

8. This position requires strong attention to detail. How do you ensure accuracy in your work?

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

10. What is your process for checking in a patient for an appointment?

11. How do you effectively communicate with staff and patients?

12. How do you demonstrate professionalism in the workplace?

13. Describe your experience operating various office equipment.

14. What are your career goals?

15. How do you imagine a typical day as a ward clerk at the NHS?

16. Describe your ideal manager.

17. How do you maintain a healthy work-life balance?

18. Tell me about your education.

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

20. What healthcare settings have you worked in before?

21. What experience do you have working with confidential information? How do you protect patient information?

22. In your current role as a ward clerk, what does your typical day include?

23. What experience do you have ordering and maintaining ward stock?

24. Tell me about your experience with transcribing.

25. What experience do you have setting up and maintaining patient medical records?

26. Tell me about a problem or challenge you recently experienced in the workplace. How did you solve it?

27. What would you do if you were asked to perform a task you were not trained to do?

28. What would you do if your computer stopped working in the middle of your shift?

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

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