17 Patient Account Representative Interview Questions and Answers

If you’re looking for a job in the medical field, you may have to go through a patient account representative interview. This is the person who is responsible for billing and insurance claims for patients. They also work to resolve any issues patients may have with their billing.

In order to land this job, you’ll need to be able to answer common patient account representative interview questions. In this guide, we’ll provide you with some tips on how to answer these questions and what to expect in an interview.

Are you familiar with the different types of insurance plans and how they work?

The interviewer may ask you this question to see if you have experience working with different types of insurance plans. You can answer honestly about your experience and describe the differences between the various types of plans, such as PPOs, HMOs and POS plans.

Example: “I’ve worked in healthcare for five years now, and I’ve seen all kinds of insurance plans. My previous employer offered a variety of plans, including PPOs, HMOs and POS plans. Each plan has its own unique features, so it’s important that we understand what type of plan our patients have when they come into the office. For example, some patients might be able to get certain procedures done at their primary care physician instead of needing to go to an urgent care facility.”

What are some of the most important qualities for a successful patient account representative?

Employers ask this question to learn more about your personality and how you would fit in with their team. They want someone who is friendly, organized and detail-oriented. When answering this question, think of the qualities that helped you succeed as a patient account representative in previous roles.

Example: “I believe some of the most important qualities for a successful patient account representative are being empathetic, organized and detail-oriented. I always make sure to listen carefully to my patients’ concerns so I can address them properly. Being organized helps me keep track of all of my tasks and stay on top of deadlines. Finally, I am very detail-oriented because it allows me to ensure everything is done correctly.”

How would you handle a situation where a patient was hostile or angry about their bill?

Interviewers may ask this question to assess your interpersonal skills and ability to diffuse a tense situation. In your answer, try to show that you can remain calm under pressure while also remaining empathetic toward the patient’s concerns.

Example: “I would first make sure I understood why they were upset about their bill. If it was due to an error on our part, I would apologize for any inconvenience we caused them and explain what steps we are taking to ensure it doesn’t happen again. If there is nothing we can do to change the bill, I would offer to help them find ways to pay off their debt more quickly or provide other resources they might need.”

What is your experience working with billing software?

This question can help the interviewer determine your comfort level with using billing software. If you have experience working with specific software, share what you know about it and how comfortable you are using it. If you don’t have any experience, explain that you’re willing to learn new software if hired.

Example: “I’ve worked in healthcare for five years now, and I’m very familiar with the billing software we use at my current job. It’s a program called Medisoft, which is used by many hospitals across the country. I enjoy learning new things, so I took an online course on this software when I first started working here. I also regularly review our policies and procedures related to billing.”

Provide an example of a time when you provided excellent customer service to a patient or client.

Interviewers ask this question to learn more about your customer service skills and how you interact with others. They want to know that you can provide excellent customer service, but they also want to see what specific actions you took to make the experience positive for the patient or client.

Example: “When I worked at my previous job as a patient account representative, I had a patient who was very upset because she received her bill late. She called me on the phone and asked why we hadn’t sent it yet. I apologized for the delay and explained that there was an issue with our billing software. I assured her that we would send out the bill immediately and that she wouldn’t have to worry about paying any late fees. She thanked me for being so understanding and promised to pay her bill right away.”

If a patient has a question about the cost of a treatment, how would you explain the fees?

This question can help the interviewer evaluate your customer service skills and ability to communicate with patients. Use examples from previous experience in which you helped a patient understand their treatment costs or fees.

Example: “I once had a patient who was unsure about how much they would have to pay for their dental procedure. I explained that our office offers flexible payment plans, including monthly payments and interest-free financing options. This information seemed to make them feel more comfortable about starting their treatment. As a result, they scheduled an appointment for the next day.”

What would you do if you noticed a recurring error in a patient’s billing information?

This question can help the interviewer assess your problem-solving skills and ability to work independently. Use examples from previous experience where you noticed a recurring error in billing information, investigated the cause of the error and fixed it.

Example: “I once worked with a patient who had an insurance plan that covered 80% of their medical expenses. However, they would always enter a zero when asked for the amount they were paying out of pocket. I spoke with them about this issue several times but they continued to do so. Eventually, I called them to ask why they kept entering a zero even though they knew they should be entering a number higher than $0. They told me that they thought the system was asking for the total cost of the bill rather than what they owed. After explaining how the billing system works, they understood and entered the correct numbers going forward.”

How well do you understand the legal requirements for collecting payments from patients?

This question helps employers understand your knowledge of the laws and regulations that apply to patient accounts. It’s important for you to be aware of these rules, as they can help you avoid fines or other penalties from regulators. When answering this question, it can be helpful to mention any specific training you’ve had on this topic.

Example: “I have taken a course in medical billing law at my community college, which helped me learn about the different types of insurance patients may have and how I should handle their payments. This class also taught me about the importance of maintaining accurate records and documentation when handling patient accounts.”

Do you have experience working with patients who speak different languages?

Patient account representatives often work with patients who speak different languages. Employers ask this question to make sure you have experience working with people from other cultures and backgrounds. Use your answer to explain that you are willing to learn new languages if necessary. Explain that you can use online resources or apps to help you communicate with these patients.

Example: “I do not speak any foreign languages, but I am open to learning them. In my previous role as a patient account representative, I worked with many Spanish-speaking patients. I used Google Translate to communicate with them when they called in for assistance. I also found some helpful translation apps that helped me understand what the patients were saying.”

When explaining a treatment plan to a patient, how do you make complex medical concepts easy to understand?

Interviewers may ask this question to assess your communication skills and ability to explain complex medical concepts in a way that patients can understand. Use examples from previous experience where you had to break down complicated information into easy-to-understand terms for patients.

Example: “I have worked with many patients who are unfamiliar with the terminology used in medicine, so I always try to use simple language when explaining treatment plans or answering questions about their health. For example, if a patient asks me what an MRI is, I will explain it as a test that uses magnetic waves to create images of the inside of the body. If they ask how long the procedure takes, I will give them a specific time frame.”

We want to improve our customer service scores. What ideas do you have to help us reach our goals?

Customer service is an important aspect of any healthcare facility. Employers ask this question to see if you have ideas on how they can improve their customer service scores. In your answer, share a few ways that you think the company could reach its goals. Explain what steps you would take to implement these changes.

Example: “I think one way we could improve our customer service scores is by having more staff members available during peak hours. I noticed there were times when patients had to wait for long periods of time before seeing a doctor or nurse. This led to some unhappy customers who felt like they weren’t getting the care they needed. To solve this problem, I would suggest hiring more nurses and doctors so we can provide better service.”

Describe your process for handling incoming calls from patients.

This question can help interviewers understand how you prioritize tasks and manage your time. Use examples from previous experience to describe the steps you take when handling incoming calls, including how you handle customer service issues or complaints.

Example: “I start by greeting patients with a friendly voice and asking them what they need. If I’m not sure about something they’re saying, I ask for clarification so that I can be sure I address their concerns properly. Once I’ve gathered all of the information needed, I check our records to see if there are any outstanding balances or other issues that may affect the patient’s care. Then, I work with my supervisor to find solutions to these problems.”

What makes you an excellent candidate for this patient account representative position?

Employers ask this question to learn more about your qualifications and how you feel you would fit in with their company. Before your interview, make a list of reasons why you are the best candidate for this position. Think about what skills you have that relate to this job and how your personality can benefit the workplace.

Example: “I am an excellent candidate for this patient account representative position because I have experience working as a receptionist at my current job. In this role, I learned how to communicate effectively with patients and other employees. I also gained valuable customer service skills that I think will help me succeed in this role. Additionally, I am passionate about helping others and providing them with quality care.”

Which patient account representative jobs have you held in the past?

Employers ask this question to learn more about your experience as a patient account representative. They want someone who has the skills and knowledge necessary for the job, but they also want someone who can fit into their company culture. When you answer this question, try to focus on the skills that are relevant to this position.

Example: “I have worked as a patient account representative at two different hospitals in my career. At my first hospital, I was responsible for answering questions from patients about their bills and helping them resolve any issues with their accounts. At my second hospital, I had more responsibilities, including resolving billing disputes between patients and insurance companies and managing the accounts of high-risk patients.”

What do you think is the most challenging part of the job?

Employers ask this question to see if you are aware of the challenges that come with working in a healthcare setting. They want to know that you understand what it’s like to work for their company and how you plan to overcome any potential difficulties. In your answer, try to be as positive as possible while still being honest about the challenges of the job.

Example: “The most challenging part of this job is probably dealing with patients who have complicated medical histories or who are upset about having to wait for care. I always make sure to greet them with a smile and explain everything I’m doing so they feel comfortable and confident in my abilities. If they’re upset, I try to calm them down by explaining our process and assuring them that we will take good care of them.”

How often do you update patient records?

This question can help the interviewer understand how often you update your own records and those of other patients. This can be an important skill for patient account representatives because they may need to keep track of multiple patients’ information at once. You can answer this question by describing a time when you had to update multiple records in one day or week.

Example: “At my previous job, I was responsible for updating all of our patient records every time we received new insurance information from providers. This included both primary care physicians and specialists. It was my responsibility to ensure that each record reflected the most up-to-date information about the patient’s health history, medications and insurance coverage.”

There is a mistake in a patient’s billing information. What is your first course of action?

This question is an opportunity to show your problem-solving skills and ability to work with patients. When answering this question, it can be helpful to provide a specific example of how you handled the situation in the past.

Example: “I would first contact the patient to see if they noticed the mistake themselves. If not, I would then call the billing department to have them correct the information. In my previous role, I had a patient who was billed for a service that she did not receive. She called me about the issue, so I contacted the billing department to have them remove the charge from her account.”