Learn what skills and qualities interviewers are looking for from a medical customer service representative, what questions you can expect, and how you should go about answering them.
A medical customer service representative is the first point of contact between a healthcare facility and its patients. As a medical customer service representative, you will be responsible for answering phone calls, scheduling appointments, verifying insurance coverage, and resolving billing issues.
To be successful in this role, you will need to have excellent customer service skills, as well as knowledge of the medical field. You will also need to be able to handle a high volume of phone calls and be comfortable using a computer.
If you are interested in applying for a medical customer service representative position, you will need to be prepared to answer a few medical customer service interview questions. In this article, we will give you a few sample questions and answers to help you prepare for your interview.
This question can help interviewers understand how you react to challenging situations. In your answer, try to explain that you are willing to handle these types of conversations and provide examples of how you have done so in the past.
Example: “I am very comfortable talking with patients who are upset or in pain because I know it’s part of my job as a medical customer service representative. When I worked at my previous job, I had a patient call me who was experiencing severe abdominal pain. I talked them through their symptoms and asked questions about what they were doing before the pain started. After hearing their answers, I recommended they go to the emergency room immediately.”
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 your strongest skills and how they relate to working as a medical customer service representative.
Example: “The most important skill for me is my ability to remain calm under pressure. In my previous position, I often had to answer multiple calls at once while also helping customers who were waiting on hold. This required me to stay focused and organized so that I could provide quality care to all callers. Another important skill is my communication skills. As a medical customer service representative, I need to clearly explain complex procedures to patients and their families. Being able to speak clearly and concisely can make these interactions much easier.”
This question can help the interviewer assess your time management skills and ability to work under pressure. Use examples from previous experience to highlight how you plan your day, organize your tasks and manage your priorities.
Example: “I use a calendar app on my phone to schedule appointments for patients and keep track of when I need to call them back or send them an email. In my last role, I had multiple urgent requests each day, so I would check my calendar before starting my shift to see what deadlines I needed to meet that day. If I had any urgent requests, I would prioritize those over other tasks until they were resolved. This helped me ensure all urgent requests were handled in a timely manner while also completing my regular responsibilities.”
This question can help the interviewer determine your comfort level with using medical software and how you might fit into their organization. If you have experience using specific software, share what you like about it and why you’re comfortable using it. If you don’t have experience using medical software, you can talk about other types of software you’ve used in the past.
Example: “I worked for a small family practice where we didn’t use any specialized software. However, I found that our office’s electronic health record system was very helpful when it came to keeping track of patient information. It helped me keep up with all of my tasks as a customer service representative because I could easily access patients’ records.”
This question can help the interviewer understand how you handle challenging situations and whether you have experience working with patients who are frustrated or upset. Use your answer to highlight your problem-solving skills, communication skills and ability to work under pressure.
Example: “In my previous role as a medical customer service representative, I had a patient call in looking for information about their prescription medication. They were having trouble finding the information they needed on our website and asked me to look up the information for them. I was able to find the information quickly by searching through our database of frequently asked questions. The patient thanked me for helping them and said that they would use our website more often in the future.”
This question is an opportunity to show your problem-solving skills and ability to learn. You can answer this question by describing a time when you researched information for a customer and the results of that research.
Example: “If I didn’t know the answer to a patient’s question, I would first apologize for not knowing the answer and then ask them if they could hold while I look up their question online or in our database. If it was a common question, I would find the answer quickly so I could provide it to the caller. If it wasn’t a common question, I would do some research on my own until I found the answer. In either case, I would return to the call within five minutes with the answer.”
This question can help an interviewer determine how you would handle a challenging situation at work. In your answer, try to show that you value teamwork and are willing to speak up when necessary.
Example: “If I noticed a coworker making a mistake, I would first make sure they were aware of it. If the issue was urgent, I would take over for them so they could focus on fixing their mistake. Otherwise, I would ask if they needed any help or clarification on anything. I would also let my manager know about the situation so they could address it with the employee.”
Attention to detail is an important skill for medical customer service representatives. This question helps employers determine whether you have the ability to notice small details and make sure they’re accurate. When answering this question, explain how you pay attention to detail in your daily life.
Example: “I am very good at paying attention to detail. I’ve worked as a receptionist before, so I’m used to making sure all of my tasks are done correctly. In fact, I once noticed that one patient’s medication was missing from their file. I double-checked our system and found out it had been entered incorrectly. I notified the doctor, who fixed the issue right away.”
Working with a team of medical customer service representatives can be beneficial for the company and the employees. Employers ask this question to make sure you have experience working in a team setting, as it is likely that you will work with other medical customer service representatives if you are hired. In your answer, explain how you worked with others in previous roles. Explain what made these experiences positive and highlight any skills or traits that helped you succeed in those situations.
Example: “I have had the opportunity to work with a team of medical customer service representatives before. I find that teamwork makes our jobs easier because we can share information and support each other when needed. When I was working at my last job, I found that having a team of medical customer service representatives made us more productive. We were able to help one another out when needed and provide feedback on each other’s work.”
This question can help the interviewer understand how you handle customer service situations and whether your approach aligns with their company’s values. When answering, it can be helpful to describe a specific situation in which you handled a call effectively.
Example: “When I receive a patient call, my first priority is to make sure they feel heard. If they are upset or frustrated, I try to calm them down by speaking slowly and reassuringly. Then, I ask questions to better understand what they need from me. In this way, I can address their concerns as quickly as possible so that they feel satisfied with our conversation.”
This question can help the interviewer determine how you interact with patients and build relationships. Showcase your interpersonal skills by explaining a specific example of how you would approach this situation.
Example: “I recently helped a new patient who was unsure about what to expect during their first visit. I asked them questions about why they were visiting our office, what concerns they had and if there was anything else we could do to make their experience more comfortable. They told me that they appreciated my friendly demeanor and willingness to answer all of their questions. After our conversation, they felt much more confident about their upcoming appointment.”
When working in a customer service role, you may experience stress from time to time. Employers ask this question to make sure that you have the ability to calm yourself down and focus on your work when you’re stressed. In your answer, explain how you use self-care techniques or other strategies to reduce your stress levels so you can perform well at work.
Example: “When I feel stressed out, I take a few deep breaths and try to relax my muscles. If I am able to step away from my desk for a moment, I will go for a short walk around the office to help me clear my mind. When I return to my desk, I try to refocus on my work by taking a few minutes to organize my tasks for the rest of the day. This helps me get back into a productive mindset and stay focused until it is time to leave work.”
Employers ask this question to learn more about your qualifications and how you think they relate to the job. Before your interview, read through the job description to see what skills and experience are most important for the role. Use these as talking points when answering this question.
Example: “I am a good fit for this position because I have customer service experience in a medical setting. In my last role, I answered phones and helped patients schedule appointments with their doctors. I also have excellent communication skills, which is an important part of this role. I understand that it’s vital to relay information clearly to both patients and other employees.”
This question is a great way for employers to learn more about your experience and background. If you have previous medical customer service representative experience, be sure to mention it in your answer. However, if you don’t, consider mentioning any other healthcare-related positions you’ve held.
Example: “I worked as a nurse’s aide at my local hospital for two years before I got this position. During that time, I learned how to communicate with patients and their families while helping them navigate the hospital system. This helped me develop strong communication skills and an understanding of what patients are going through.”
This question can help the interviewer determine your priorities and how you would approach a customer service role. Your answer should show that you understand what is important in this type of position, such as empathy, communication skills or problem-solving abilities.
Example: “I think the most important aspect of a customer service representative is their ability to empathize with customers. I know that sometimes people are calling because they’re upset or frustrated, so it’s important for me to be able to listen to them and make sure they feel heard. It also helps me solve problems more quickly when I can put myself in my customer’s shoes.”
Employers want to know that you’re committed to your career and are always looking for ways to improve yourself. They also want to make sure that you’ll be able to keep up with the latest medical developments in the field. Your answer should show that you have a passion for learning and improving, and that you’re willing to take on additional training or education if necessary.
Example: “I think it’s important to stay current on new research and advancements in medicine. I try to read at least one article per week about something related to my job. For example, I recently learned how to use an online patient portal system that allows patients to view their medical records and communicate with doctors.”
This question can help the interviewer understand how you approach a busy workday and what strategies you use to stay organized. Your answer should show that you have organizational skills, but also that you are willing to learn new methods if your current system isn’t working for you.
Example: “I find it helpful to write down important details in my notes so I don’t forget them. If I’m on the phone with a patient, I’ll jot down notes on a piece of paper or type them into my computer so I can refer back to them later. When I’m speaking with multiple patients at once, I try to remember as many details as possible before transferring calls to other team members.”