17 Case Management Assistant Interview Questions and Answers

A case management assistant is responsible for providing administrative support to case managers in a social services agency. Duties include maintaining client files, scheduling appointments, and coordinating services.

The job requires excellent organizational skills and the ability to multitask. If you’re interested in becoming a case management assistant, you’ll need to be able to demonstrate these skills in an interview. Here are some case management assistant interview questions and answers to help you prepare for your interview.

Are you comfortable working with people who have a wide range of disabilities or illnesses?

Case managers often work with people who have a wide range of disabilities or illnesses. Employers ask this question to make sure you’re comfortable working with these types of clients and that you understand the role will require you to interact with many different kinds of people. In your answer, try to show that you are empathetic and compassionate toward others. Explain that you want to help all of your clients achieve their goals and overcome any challenges they may be facing.

Example: “I am very passionate about helping others. I would love to work as a case manager because it allows me to use my skills to support people in need. I think it’s important to treat everyone with respect and kindness, regardless of what challenges they may be facing. I believe that if we can provide our clients with the resources they need, they can live fulfilling lives.”

What are some of the most important skills for a case management assistant to have?

Case management assistants need to have a variety of skills. Employers ask this question to make sure you know what those skills are and how they can benefit their organization. In your answer, list the most important skills for case management assistants. Explain why these skills are so important.

Example: “The two most important skills for a case management assistant are communication and organization. These skills help me keep track of all my tasks and ensure that I am always communicating with my team members. Another skill that is crucial in this role is problem-solving. Case managers often work on complex cases, so it’s important to be able to solve problems quickly and efficiently.”

How would you handle a situation where a client is refusing to cooperate with your recommendations?

Case managers often work with clients who are experiencing challenging situations. Employers ask this question to make sure you have the interpersonal skills necessary to help your client through a difficult time and encourage them to follow your recommendations. In your answer, explain how you would use your communication skills to convince your client that following your advice is in their best interest.

Example: “I understand that some of my clients may not want to cooperate with our recommendations. I would first try to find out why they’re refusing to do what we’ve asked. If it’s because they don’t think our recommendation will help them, I would try to reassure them by explaining how our plan can improve their situation. If they still refuse to comply, I would document the incident and let my supervisor know so they could take appropriate action.”

What is your experience working with government agencies or other large organizations?

Case management assistants often work with government agencies and other large organizations to help clients navigate the process of receiving benefits or services. Employers ask this question to make sure you have experience working in a similar environment. In your answer, share what type of organization you worked for and what your role was. Explain how your skills helped you succeed in that position.

Example: “I’ve worked for the state government for five years as a case manager assistant. I love helping people find resources they need, so when I saw there were openings here, I applied right away. My previous experience has given me valuable skills like problem-solving and communication. These skills have helped me excel at my current job.”

Provide an example of a time when you went above and beyond to help a client.

Case managers often have to go above and beyond for their clients. This question helps employers understand how you might approach your work in a case management role. Use an example from your previous experience that shows you’re willing to do what it takes to help someone succeed.

Example: “When I worked as a case manager at the local homeless shelter, I had a client who was struggling with mental health issues. He would frequently miss appointments or not show up at all. One day he missed his appointment again, so I went to find him. When I found him, he was intoxicated and refusing to come back to the shelter. I convinced him to let me take him home and promised we could talk about everything when he felt better. After that, he started showing up to every appointment.”

If a client was struggling with substance abuse, what would be your approach to helping them?

Case managers often work with clients who have substance abuse problems. Employers ask this question to make sure you know how to handle these situations and can help their clients effectively. In your answer, explain what steps you would take to help the client overcome their addiction. Show that you are empathetic and willing to help them through this difficult time in their life.

Example: “I’ve worked with many clients who had substance abuse issues. I always try to be as understanding as possible when working with these individuals. Substance abuse is a serious problem, but it’s also something that people can overcome. I would first listen to the client and let them vent about their situation. Then, I would offer advice on how they could get better.”

What would you do if you were assigned to work with a client you didn’t get along with?

This question can help the interviewer assess your interpersonal skills and ability to work with a variety of people. Your answer should show that you are willing to put in extra effort to get along with others, even if they’re difficult to work with.

Example: “I would try my best to be as professional as possible while still being friendly. I would make sure to listen carefully to what they have to say and ask for clarification when needed. If they were having trouble understanding something, I would do my best to explain it in different ways until they understood. I would also take notes during our conversations so I could refer back to them later.”

How well do you handle stress and pressure?

Case managers often have to handle a lot of stress and pressure. Employers ask this question to make sure you can manage the workload and stay calm under pressure. In your answer, explain how you’ve handled stressful situations in the past. Share an example of a time when you had to work hard but still managed to remain positive.

Example: “I think it’s important to remain positive even when things get hectic. I once worked as a case manager for a hospital where we were short-staffed one night. We had several patients who needed our help at the same time. It was challenging to balance all of their needs while also helping other employees with their tasks. However, I remained calm and focused on my own responsibilities. By doing so, I was able to complete everything that evening.”

Do you have any questions for us about the role or company?

This is your opportunity to show the interviewer that you have done your research and are genuinely interested in the position. It’s also a chance for you to learn more about the company, so be sure to ask questions that will help you understand what it’s like to work there.

Example: “I noticed that this role requires working with clients who have mental health issues. I am very passionate about helping people with mental illness, but I was wondering if you could tell me more about how you support employees in this role? For example, do you offer any training or resources?”

When would you use a written report to communicate with clients?

Case managers often use written reports to communicate with clients. This question helps the interviewer understand how you would apply your communication skills in this role. Use examples from past experience where you used written reports to communicate with clients and summarize what you learned about effective case management through these experiences.

Example: “I have found that using written reports is an excellent way to communicate with clients who are not comfortable speaking on the phone or in person. In my last position, I worked with a client who was deaf and communicated primarily through sign language. I created a report every week summarizing our progress and any changes we made to their treatment plan. The client appreciated receiving the report because it allowed them to see all of the information at once without having to ask for clarification.”

We want to improve our outreach to at-risk populations. What would be some strategies you would use to do this?

Case managers often work with at-risk populations, such as the homeless or those who are struggling to find employment. Employers ask this question to make sure you have experience working with these types of clients and can offer strategies for improving outreach efforts. In your answer, explain how you would use your previous experiences to implement new outreach methods.

Example: “I’ve worked with many at-risk populations in my past role as a case manager. I think one way we could improve our outreach is by using technology more effectively. For example, I know that some organizations are creating apps that help connect people experiencing homelessness with resources they need. We should also consider expanding our hours so we’re available when most people are looking for us.”

Describe your process for organizing and prioritizing your workload.

Case managers often have a lot of responsibilities, so employers ask this question to make sure you can manage your workload. In your answer, explain how you plan out your day and prioritize tasks. Try to give an example of a time when you had too many things on your plate and what you did to get everything done.

Example: “I use my calendar to keep track of all my appointments and deadlines. I also use a task manager app to create lists for each project I’m working on. For instance, if I need to write three reports by the end of the week, I’ll put those assignments into a list. Then, I’ll break down each assignment into smaller steps that I can complete throughout the day. This helps me stay organized and ensures I don’t forget any important tasks.”

What makes you stand out from other candidates for this role?

Employers ask this question to learn more about your qualifications and how you can contribute to their team. When answering, it’s important to highlight a skill or experience that makes you unique from other candidates. You may also want to mention something that is relevant to the job description.

Example: “I have excellent communication skills, which I believe are an essential part of case management. In my previous role as a receptionist, I was responsible for communicating with clients over the phone and in person. I am comfortable speaking with people who are experiencing challenging situations and helping them feel at ease. I also understand the importance of confidentiality when working in healthcare settings.”

Which computer programs or software have you used most frequently in a professional setting?

Case management assistants often use computer programs and software to complete their work. The interviewer may ask this question to learn about your experience with specific applications. Before your interview, review the job description to see if they list any preferred programs or applications. In your answer, describe which ones you’re familiar with and explain why you feel qualified to use them.

Example: “I have used Microsoft Office extensively in my previous role as a case manager assistant. I am also familiar with other common office programs like Google Drive and Dropbox. These tools help me organize documents and collaborate with team members. I find that using these programs helps me stay organized and meet deadlines.”

What do you think is the most important aspect of customer service?

Case managers often interact with clients, so employers ask this question to make sure you understand the importance of customer service. They want someone who can provide excellent care for their clients and help them solve problems. In your answer, explain what makes good customer service and give an example from a previous job.

Example: “I think the most important aspect of customer service is empathy. When I worked as a receptionist at a medical office, I once had a patient call in because they were upset about having to wait two weeks for an appointment. I listened to them and tried to reassure them that we would do everything we could to get them in sooner. We ended up finding a cancellation and got them in within a week. The next time they called, they thanked me for helping them.”

How often do you think case management assistants should update clients on their progress?

Case management assistants often need to communicate with clients about their progress. This question helps employers understand how you would handle this responsibility and the importance of regular communication. In your answer, explain that you value clear and timely communication with clients. Explain that you will make sure to update clients on a regular basis so they know what’s happening with their case.

Example: “I think it is important for case management assistants to regularly update clients on their progress. I believe in being as transparent as possible when working with clients. If there are any delays or issues, I want to be able to let them know right away. Regular updates also help me stay organized and ensure I’m always making progress on my cases.”

There is a conflict between two clients on your roster. What is your strategy for resolving the issue?

Case managers often have to resolve conflicts between clients. This question helps employers understand how you would handle a challenging situation like this one. In your answer, explain the steps you would take to solve the conflict and keep both parties happy.

Example: “I would first speak with each client separately to get their side of the story. Then I would meet with them together to discuss my findings. If they are still unhappy with the results, I would ask if there is anything else I can do for them. Sometimes it’s just about making sure they feel heard.”