Mastering Healthcare Representative Interview Questions

Communication with patients and their families, working with doctors and insurance companies, collecting and keeping private medical records, processing payments, and making sure patients are happy are all things that patient service representatives are responsible for.

In order to prepare for a successful interview and move closer to getting hired as a patient service representative, read this article and follow Zippia’s best career advice. This will help you get the job and have a fulfilling career in patient services.

20 Common Interview Questions for a Patient Service Representative Job

If you want to work as a patient service representative, you should be ready to answer a number of questions that are specific to the job. Here at the top 20 most commonly asked patient service representative interview questions and sample answers:

• Most of the time, this question comes at the beginning of an interview: “Tell me about yourself.” This question is used to break the ice and get to know you better. Your answer should highlight your relevant skills and qualifications. Answer Example: I’ve been a patient service rep for eight years. I got into the field because I’ve always loved taking care of patients and making sure they had a good experience in the medical field. One of my favorite things about my job is getting to talk to patients and help them along their health journey. In my last job at XYZ Company, I was in charge of answering patient questions, making appointments, and making sure that insurance billing and coding were done correctly. I’ve developed good communication skills over the course of my career, which lets me talk to patients, healthcare professionals, and insurance companies in a clear way. As someone who has worked with patients before, knows how insurance works, and can talk to people well, I think I could make a big difference at this company and help you succeed.
• Why do you want to work as a patient service representative? Not everyone wants to work as a patient service representative. You need to be very organized and discreet, have good customer service skills, and have worked with patients, medical staff, and insurance companies before. You also need to be passionate about giving patients the best experience possible. This is an open-ended question that hiring managers often ask candidates for the job of patient service representative to find out what drives them and if they would be a good fit for the job. Example Answer: I’m a people person. It makes me happy to be a patient service representative because I can make a difference in people’s lives and help them understand how our healthcare system works. I like helping patients, but I also like working in administration in the medical field and using my skills and experience to make the office run more smoothly and quickly.
• What experiences do you have that make you qualified to work as a patient service representative? Listing your relevant experience is a great way to stand out from other applicants and move up in the hiring process. Let’s say you’ve never worked in patient services or a medical office before. So, this is a great chance to talk about other jobs you’ve had that required good customer service and communication skills. Example Answer: For the past year, I’ve worked part-time as a patient service rep for Peconic Healthcare. At work, it was my job to make medical appointments, answer patients’ questions, work with insurance companies and doctors, file medical records, and collect information about patients. I’ve also worked as a medical receptionist at a private practice for six years.
• When asked this common interview question, “What do you think are the best qualities of a successful patient service representative?” the best way to answer is to talk about your most valuable skills and work experiences. You should read over the job ad’s requirements before your interview, whether it’s in person, over the phone, or via video conference. Then, when you answer the interview questions, you should make sure to emphasize those qualifications. Example Answer: I believe that the best patient service reps can do their paperwork and other administrative tasks while also making patients feel at ease and welcome. To be successful in patient services, you need to be committed to giving great customer service, giving patients and their families full explanations, updates, and answers, keeping professional working relationships with doctors and medical staff, working with insurance companies, and always making sure accuracy and satisfaction.
• How would you deal with a patient who is angry? Sometimes, even the best customer service reps have to deal with angry or frustrated patients. Patient service reps who are good at their jobs can quickly solve patients’ problems and give them the help they need to get the best medical care possible. When you answer this interview question, talking about your communication and problem-solving skills will help show why you’re the best person for the job. I do everything I can to make sure my patients are always happy with their medical care and well-informed. If a patient is upset, I always listen to what they have to say and try my best to solve their problems. If it was necessary, I would forward their message to a boss or doctor for follow-up.
• “What was your biggest accomplishment as a patient service representative?” Even if you’re applying for a low-level job in patient service, employers want to know how motivated you are to do the job. They can tell if a job applicant is interested and judge their skills and abilities by looking at what they’ve done in the past. Example Answer: In my last job at MGT Medical, I collected and filed all the necessary patient information 99 percent of the time. I was promoted to patient service supervisor after six months on the job and was in charge of three other people.
• How flexible is your schedule? A lot of people who work in customer service have to work odd hours, like nights and weekends. Prepare to talk about your schedule during the job interview, especially if you’re applying to a clinic or medical facility that has hours outside of the normal workweek. Example Answer: With advanced notice, my schedule is very flexible. I’m available to work day, night, and weekend shifts. I have a harder time with last-minute changes to my schedule, but I always put my work first and do everything I can to make my schedule work for me.
• Tell me about a problem you had to deal with as a patient service rep. Professionals in every industry face challenges. Hiring managers ask this common interview question to see how you deal with problems and stress, which are important skills to have when working with patients as a patient service representative. In my last job as a customer service rep, our NextGen Healthcare software crashed, leaving us without access to patient health records for several hours. I quickly went back to the old-fashioned way of checking patients and writing down their medical information by hand. I got the doctor’s records from our backup files and worked with NextGen to get the problem fixed.
• How can you make sure that patients, their families, and medical and administrative staff can talk to each other clearly? Along with good customer service, the most important skill that recruiters look for in a patient service representative is clear, useful communication. Showing that you can talk and write to patients, family members, medical staff, administrative staff, and insurance companies will make you a more appealing candidate and improve your chances of moving on to the interview stage and getting hired. Example Answer: I know how important communication is in the patient services field, and I do everything I can to make sure everyone is up to date. To make sure I’m communicating clearly, I usually try to send two messages when I need to share important information. These messages can be sent by text message, email, cell phone, work phone, home phone, or fax. Because I care about my patients’ privacy, I always look at their record to see how they’d like to be contacted before I get in touch with them.
• Knowing how to organize and prioritize your work is very important for people who work in patient service because they have to collect, maintain, and record patients’ personal and medical information. Hiring managers and medical professionals see this as a skill that is highly valued. Example Answer: Every morning, I make a list of the things I need to do that day and rank them in order of importance. This helps me do my best work by getting things done quickly and easily, staying organized, and giving patients the best care possible.
• What does good patient service mean to you? This is a given, but you should be ready to talk about it in more detail at your interview to be a patient service representative. During job interviews, hiring managers often ask questions to find out how committed you are to patient services and how you make sure patients get good service. As an example, I think that providing excellent patient service means doing everything possible to make sure that patients are happy with their medical care and are well-informed about their insurance and coverage. Another thing I believe is important for good patient service is speaking up for patients.
• Hiring managers in all professional fields often ask job applicants why they are the best person for the job. What makes you the best candidate for this patient service representative position? One of the best ways to answer this question is to talk about your most important professional skills, abilities, and qualifications with confidence. As an example, I’ve worked as a patient service representative for more than five years and am very good at coordinating with doctors and insurance companies, talking to patients, running front desks, doing paperwork and administrative work, and making sure all patients feel welcome. I have a history of carefully writing down information about patients and know how to use medical record software like NextGen.
• To keep your privacy when working with private medical records and talking to patients, what should you do? Patient service reps often deal with private medical records, so it’s important to keep your privacy and follow all HIPAA rules for patient privacy. Talking about how much you care about patient privacy will make you a more well-rounded and appealing job candidate. Answer Example: The privacy of my patients is very important to me. When I work with records that have personal or medical information on them, I always keep the information very secret. I know everything there is to know about HIPAA rules and always do everything according to the privacy rules.
• If you were hired for this job, how would you make sure patients had a great experience? Along with their regular duties, patient service reps are often also expected to make the workplace a nice place for patients to be. Showing that you care about giving patients a good experience will make you a more attractive job applicant. Example Answer: I am fully committed to making the office a friendly place where all patients can have a good time. I think that good medical care starts with the people who work in patient service, so I always try to make a good first impression by being professional and friendly, quickly answering questions and concerns, communicating clearly with patients and their families, sending appointment confirmations and reminders, and working quickly to cut down on wait times and make patients happier.
• Have you worked with doctors and other medical staff before? If you ask someone who has worked in a medical office, they’ll tell you that working with doctors and other medical staff is different from other administrative jobs. Not only do patient service reps have to talk to patients, but they also have to work closely with medical professionals as part of their job. Having worked with doctors or in a medical facility before will help you make a good impression on hiring managers and get your dream job as a patient service representative. Example Answer: I’ve worked as a medical receptionist at a small community hospital for five years in addition to the two years I’ve spent as a patient service representative for Southside Medical. I have worked with medical professionals before and am very good at coordinating with doctors to make sure patients get good care and services.
• Our office is very fast-paced. How would you make sure that every task is done correctly, quickly, and with a lot of care and privacy? Medical offices, which are usually much bigger, multi-practice buildings, move very quickly. Showing that you can work quickly, do more than one thing at once, and keep accurate records will help you sell yourself to hiring managers and move up in the process. I like working in fast-paced places because I think I do my best work when I’m pressed for time. I have gotten better at organizing and doing more than one thing at once after five years of working as a patient service representative. I try to plan, set goals that I can reach, and organize my work every day.
• Tell me about your experience making appointments for patients and keeping track of a full appointment calendar. An important part of being a patient service representative is making and keeping track of a busy appointment calendar. The interviewer is asking this question to see how well you can do it. In your answer, be sure to use examples from your past and stress the skills that are important. Example Answer: In my last job, I was in charge of making sure that a big clinic’s appointment system worked smoothly. I know how to use both paper and computer systems for making appointments. I am very good at using a number of different appointment software programs. I’ve become very good at organizing and managing my time so I can keep up with my busy schedule. This has helped me set priorities for different types of appointments based on how important they are, how long they will last, and what the patient needs. Whenever I ran into problems while scheduling a lot of appointments, I used tricks like double booking for shorter appointments or working with healthcare providers to fit in urgent cases.
• Have you ever had to deal with a situation where a patient’s private information was lost or stolen? It’s important to know how to handle private patient information. Someone might get their information stolen or leaked at some point, so the interviewer wants to make sure you know what to do. To help you answer this question, think of a past event and use the STAR method (situation, task, action, result). Example Answer: In my previous job, I saw a situation where a patient’s private information could have been stolen. When this happened, I did what was expected of me and told my boss and the company’s privacy officer right away. I worked closely with the privacy officer to do a full investigation into the breach to find out how bad it was and what effects it might have had on the patient. I knew how serious the situation was, so I made sure that everyone involved in the process had clear and honest communication. To help the patient who was hurt, I called them to let them know what happened and what we were doing to fix it. I told them about possible risks and what they can do to keep their personal information safe. I knew how important this situation was, so I’m sure I’ll be able to handle similar ones in the future.
• Can you describe the steps you would take if a patient asked for or needed help getting their medical records? As a patient service representative, there will be times when a patient wants to see their medical records or needs help getting them. Your job is to show that you understand the process and can help patients in the best way possible. Example Answer: When I help a patient with their medical records, I follow a structured process to make it easy for them and make sure I’m following the rules, like HIPAA. This process starts with actively listening and understanding the request. After that, I’ll make sure the patient is who they say they are and get their permission to help protect their privacy. After making sure the patient is who they say they are, I will explain how to get their medical records and what paperwork is needed. After that, I’ll work with the right department to get access to these records. I’m sure that there is a lot of communication during the process and that the records are sent on time. Any questions or concerns the patient has after the visit will be taken care of by me. During the whole process, I keep things secret and follow all legal and company rules.
• How do you deal with patients who are difficult or won’t follow established rules or procedures? Difficult patients are bound to come up, so the interviewer wants to make sure you know how to best deal with them. Your answer should show that you can deal with tough situations with understanding, professionalism, and confidence. When dealing with patients who are difficult or won’t follow directions, it’s important to show empathy and patience. When these things happen, I will actively listen to their worries and anger and give them a chance to fully express their point of view. Then, I will calmly and politely explain why the rules and procedures are the way they are, and I will stress that these are in place to keep patients safe. I would give them explanations of the steps that are clear, brief, and easy to follow, or I would offer an alternative solution that might address their concerns while still following the set procedures. If I needed to, I would talk to someone on the healthcare team, like the patient’s primary care provider or the supervisor, to get advice and make sure that the whole situation was dealt with. I will stay calm and professional throughout the whole process, and I will write down everything that happened and what was said. After that, I’ll check in with the patient to make sure their concerns have been taken care of.

10 Additional Patient Service Representative Interview Questions for Employers

• How do you make sure that a patient’s insurance covers the procedure and get pre-authorizations?
• How do you answer questions from patients about billing, different ways to pay, and insurance claims?
• How do you make sure you’re following HIPAA rules and keeping patient information private?
• Describe your experience with medical coding and billing systems. How proficient are you in navigating and utilizing them?.
• Can you talk about how well you know medical terms and how well you can communicate with healthcare professionals?
• How do you organize and handle questions from patients, both in person and over the phone?
• Have you worked with electronic health record (EHR) systems? If so, describe how well you know how to use them and what problems you’ve run into.
• Can you give an example of a time when you solved a patient’s insurance coverage problem in a way that was good for both the patient and the healthcare provider?
• When a patient complains or is worried about the quality of care they received, how do you handle it? Can you give an example of how you dealt with this?
• Can you talk about your experience processing and verifying medical claims, which includes sending claims to insurance companies and dealing with any rejections or denials of claims?

HEALTHCARE Interview Questions and TOP-SCORING ANSWERS!

FAQ

Why should we hire you as a medical representative?