17 Intensive Case Manager Interview Questions and Answers

Intensive case managers work with people who have severe and persistent mental illness, helping them to live independently in the community. They provide support, counseling, and advocacy to their clients, who may also have a co-occurring substance abuse disorder.

If you’re interviewing for an intensive case manager position, you can expect to be asked a range of questions about your experience working with people with mental illness, your knowledge of mental health disorders, and your ability to provide support. To help you prepare for your interview, we’ve put together a list of common intensive case manager interview questions and answers.

Are you comfortable working with clients who have a mental illness?

This question can help the interviewer determine if you have experience working with clients who may be experiencing a mental illness. If you do, they may want to know how you helped them and what your approach was. If you don’t have experience working with this population, you can talk about how you would handle it if you were hired for this role.

Example: “I am comfortable working with clients who have a mental illness because I have worked with many of these individuals in my previous position as an intensive case manager. In my last job, I had one client who suffered from schizophrenia. He was very intelligent but struggled with his symptoms. I learned that he liked to draw pictures when he felt overwhelmed by his thoughts. I encouraged him to bring his drawings to our meetings so we could discuss them together.”

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

This question can help the interviewer determine if you have the skills necessary to succeed in this role. When answering, it can be helpful to mention a few of the most important skills and how you use them on a daily basis.

Example: “The two most important skills for case managers are communication and organization. As a case manager, I am responsible for communicating with clients about their treatment plans and organizing all of my client’s medical records so that I can quickly access them when needed. These skills allow me to provide excellent care to my patients while also ensuring that I meet all deadlines.”

How would you handle a situation where a client refuses to follow your advice?

Interviewers want to know how you’ll handle a challenging situation with a client. They’re looking for an answer that shows your ability to remain calm and professional, even when the client is not.

Example: “I would first try to understand why they don’t want to follow my advice. I’d explain why it’s important to do so and offer alternative solutions if they can’t or won’t comply. If they still refuse, I would document the incident in their file and notify my supervisor. My goal is always to help clients achieve their goals, but sometimes there are extenuating circumstances.”

What is your process for keeping clients’ records organized?

Case managers often have to keep extensive records of their clients’ progress and treatment plans. An interviewer may ask this question to learn about your organizational skills and how you stay on top of paperwork. In your answer, describe a system that works for you and the steps you take to ensure you don’t lose important documents.

Example: “I use an online case management software that allows me to create folders for each client. I then create subfolders within those folders based on what type of information they contain. For example, I might separate my client’s medical history from their current medications and lab results. This helps me organize all of the information I need to track my clients’ progress.”

Provide an example of a time when you helped a client overcome a significant obstacle.

This question can help the interviewer gain insight into your problem-solving skills and ability to overcome challenges. Use examples from your previous experience that highlight your abilities to think critically, communicate effectively and use empathy to support clients in their recovery.

Example: “In my last role as an intensive case manager, I worked with a client who was recovering from a traumatic brain injury. The client had difficulty communicating due to his injuries, which made it difficult for him to express himself or ask for what he needed. He also struggled with anxiety and depression because of his injuries.

I helped him develop strategies to overcome these obstacles by encouraging him to practice communication through writing and drawing. I also encouraged him to seek out resources within the community that could help him meet his needs. By helping him find ways to overcome these obstacles, he was able to make significant progress in his recovery.”

If a client’s family members were unhappy with the level of care you provided, how would you handle it?

An interviewer may ask this question to assess your interpersonal skills and ability to manage conflict. In your answer, try to show that you can work with challenging clients while maintaining a positive attitude.

Example: “If a client’s family members were unhappy with the level of care I provided, I would first listen to their concerns and address them as best I could. If they still felt dissatisfied after our conversation, I would schedule another meeting with the entire family so we could discuss their concerns together. This strategy helps me ensure that everyone is on the same page about my role in the patient’s treatment plan.”

What would you do if you noticed a pattern of negative behavior in one of your clients?

Interviewers may ask this question to see how you handle challenging situations. They want to know that you can recognize and address negative behavior in a way that helps your clients improve their lives. In your answer, explain what steps you would take to help the client overcome their challenges.

Example: “If I noticed a pattern of negative behavior in one of my clients, I would first try to understand why they were acting out. If it was due to stress or anxiety, I would work with them to find ways to manage those feelings more effectively. If the behavior was due to something else, such as substance abuse, I would refer them to someone who could provide additional support.”

How well do you handle stress?

Case managers often work with clients who are experiencing a great deal of stress. Employers ask this question to make sure you have the ability to manage your own stress and remain calm in high-pressure situations. Before your interview, think about how you handle stressful situations. Think about what strategies you use to stay calm and focused when things get hectic.

Example: “I find that I am able to handle stress quite well. In my previous role as an intensive case manager, I worked with many families who were going through difficult times. While it was challenging at times, I always made sure to keep a positive attitude. I would try to focus on the solutions rather than the problems. This helped me be more helpful to my clients.”

Do you have any experience working with clients on a limited budget?

Case managers often work with clients who have limited financial resources. Employers ask this question to make sure you are comfortable working in a situation like this. In your answer, share an example of how you helped a client save money while still getting the care they needed.

Example: “I once worked with a single mother who had two children. She was on Medicaid and didn’t have much extra money for her healthcare needs. I met with her regularly to discuss ways she could cut costs without sacrificing her health. We found that by switching from name-brand medications to generics, she could save $100 per month. This allowed her to afford other necessities for her family.”

When working with clients, do you prefer to communicate verbally or in writing?

Interviewers may ask this question to learn more about your communication style and preferences. They want to know how you interact with clients, so they can decide if you would be a good fit for their organization. In your answer, try to explain why you prefer one method of communication over the other. You might also mention that you are willing to use both methods depending on what is most appropriate for each situation.

Example: “I find that I am much more comfortable communicating in writing than verbally. This is because when I write something down, I have time to think through my response before sending it. When speaking, I sometimes feel rushed or unsure of myself, which makes me less confident in my answers. However, I always make sure to listen carefully to what my client says. If I don’t understand something, I will ask them to clarify.”

We want to improve our outreach to local communities. What strategies would you use to increase awareness of our services?

An interviewer may ask this question to assess your marketing and outreach skills. Use examples from previous experience that show you can develop strategies for increasing awareness of a company’s services or products.

Example: “I would start by researching the target audience I want to reach. For example, in my last role as an intensive case manager at a hospital, we wanted to increase awareness among parents who were expecting their first child. We started by identifying local parenting groups on social media and then reached out to them to offer free tours of our facility. This strategy helped us connect with new families and increased our patient base.”

Describe your experience working with people from diverse backgrounds.

When working with a diverse population, it’s important to be able to communicate effectively and understand different perspectives. Employers ask this question to make sure you have the experience necessary to work in their organization. In your answer, share an example of how you worked with someone from a different background than yourself. Explain what steps you took to ensure you understood their perspective.

Example: “In my previous role as an intensive case manager, I worked with people who had many different backgrounds. One family I worked with was made up of two parents and five children. The mother was Hispanic and the father was African American. They spoke English at home but also used Spanish when communicating with each other. When speaking with them, I would use both languages so they could feel comfortable talking to me.”

What makes you an ideal candidate for this position?

Employers ask this question to learn more about your qualifications for the role. Before your interview, make a list of all the skills and experiences you have that make you an ideal candidate. Think about what makes you unique from other candidates.

Example: “I am passionate about helping others, which is why I became a case manager in the first place. In my previous position as a case manager, I helped clients find resources they needed to live their best lives. One client was struggling with mental health issues, so I referred them to a psychiatrist who could help them manage their symptoms. Another client had financial problems, so I connected them with a local charity that provided them with food and clothing.”

Which caregiving or case management software programs are you familiar with?

The interviewer may ask this question to determine your level of experience with the software they use in their organization. If you have prior experience using a specific program, share that information and explain how it helped you complete your job duties.

Example: “I’ve used several case management software programs throughout my career as an intensive care nurse. I’m most familiar with CaseTrack, which is the system we use at my current hospital. The software allows me to keep track of all patient data, including medical history, medications and test results. It also helps me communicate effectively with other healthcare providers by sending secure messages through the platform. This has been especially helpful when working on complex cases.”

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

Customer service is an important part of the intensive case manager’s job. Employers ask this question to make sure you understand how to provide excellent customer service to your clients and their families. In your answer, explain what makes good customer service and give an example of a time when you provided great customer service in your previous role.

Example: “I think the most important aspect of customer service is empathy. When I worked as an intensive care nurse, I had a patient who was very scared about her upcoming surgery. She asked me many questions about it, and I took the time to listen to her concerns and reassure her that everything would be okay. By taking the time to empathize with my patient, she felt more comfortable and confident going into her surgery.”

How often do you think case managers should meet with clients?

Interviewers may ask this question to learn more about your approach to client care. They want to know how often you meet with clients and what you discuss during these meetings. Use your answer to explain that you believe case managers should meet with clients at least once a month, if not more frequently. Explain that you find it beneficial to meet with clients as much as possible because it allows you to monitor their progress and ensure they’re receiving the best care possible.

Example: “I think it’s important for case managers to meet with clients regularly. I try to meet with my clients at least once per month, but sometimes I meet with them more frequently depending on their needs. For example, when I first started working in this field, I met with one of my clients every week. She was going through a lot emotionally and needed someone she could talk to. Meeting with her so often helped me get to know her better and understand her unique situation.”

There is a new treatment option that might help your client. How would you go about getting them access to it?

This question can help the interviewer understand how you might approach a challenging situation and what your thought process would be. Use examples from previous experience to show that you are willing to go above and beyond for clients.

Example: “I have had this happen before, and I always start by researching the treatment options available in my client’s area. If it is not readily available, then I will contact the hospital or clinic where they receive care to see if there is any way to get them access to the new treatment. In one instance, I contacted the CEO of the hospital to ask about getting my client access to the treatment. They were able to make an exception and allow my client to try the new treatment.”