17 Patient Account Specialist Interview Questions and Answers

A patient account specialist is responsible for billing and collections for a healthcare facility. This includes working with patients to set up payment plans, contacting insurance companies, and following up on past-due payments.

If you’re interested in this career, you’ll likely face some common interview questions. Review the sample questions and answers below to help you prepare for your interview.

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

Interviewers may ask this question to see if you have experience with the different types of health insurance plans and how they work. They want to make sure that you can help their clients understand their options when it comes to choosing a plan. In your answer, try to explain what each type of plan is and how it works. You can also mention any specific plans you’ve worked with in the past.

Example: “I am familiar with all of the major types of health insurance plans. There are PPOs, HMOs, POS plans and HDHPs. Each one has its own pros and cons, but I find that most people prefer PPOs because they give them more freedom over which doctors they can visit. However, some people like HMOs because they offer lower out-of-pocket costs.”

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

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 in previous roles.

Example: “I believe some of the most important qualities for a successful patient account specialist are being empathetic, organized and detail-oriented. I have always been naturally empathetic, but it has also been one of my top priorities when working on projects. Being empathetic helps me understand what patients are going through and find ways to help them. It’s also important to be organized because it makes it easier to keep track of all the information I need to do my job. Finally, being detail-oriented is essential because it allows me to make sure everything I do is accurate.”

How would you handle a situation where a patient was resistant to making a payment on their account?

Patient account specialists often interact with patients who are reluctant to pay their medical bills. Employers ask this question to make sure you have the interpersonal skills necessary to handle these situations effectively. In your answer, explain how you would use your communication and problem-solving skills to help the patient understand why they need to pay their bill.

Example: “I’ve had experience working with patients who were resistant to making a payment on their account. I usually start by asking them what concerns they have about paying their bill. This helps me learn more about their situation so that I can address any questions or concerns they may have. If they still refuse to pay their bill, I will try to find out if there is anything else we can do for them. For example, maybe we can offer a discount or alternative payment plan.”

What is your experience working with billing software and other computer systems?

This question can help the interviewer learn about your experience with specific software and computer systems. Use your answer to highlight any skills you have that are relevant to this role, such as working with billing software or other types of accounting software.

Example: “I’ve worked in a medical office for five years now, and I’m very familiar with the billing software we use there. In my current position, I also work with several different software programs, including inventory management and customer relationship management tools. These allow me to manage patient accounts more efficiently and provide better service to our patients.”

Provide an example of a time when you helped a patient understand their insurance coverage and how it applied to their current situation.

Interviewers may ask this question to assess your communication skills and ability to help patients understand their insurance coverage. In your answer, try to show that you can explain complex information in a way that is easy for patients to understand.

Example: “When I worked as an account specialist at my previous job, I had a patient who was confused about how his insurance plan applied to his current situation. He didn’t know what the difference between copays and deductibles were or why he would have to pay more out-of-pocket for certain procedures. I explained these concepts to him by using analogies that he could relate to. For example, I told him that copays are like restaurant tips and deductibles are like deposits.”

If a patient was having trouble making payments on their account, what would be your strategy for resolving the issue?

Interviewers may ask this question to assess your customer service skills and ability to resolve problems. In your answer, try to demonstrate that you value the patient’s experience and want to help them as quickly as possible.

Example: “If a patient was having trouble making payments on their account, I would first make sure they understood all of their payment options. If they still had questions or concerns about how to pay, I would offer to call our billing department to see if there were any other ways we could help them. For example, if they were paying with insurance but hadn’t yet submitted their paperwork, I might be able to reach out to the insurance company to find out why it wasn’t being processed.”

What would you do if you were unable to locate important information about a patient’s account while you were working on a deadline?

This question can help the interviewer determine how you handle stressful situations and whether you have a plan for handling them. In your answer, try to show that you are willing to take initiative and solve problems on your own.

Example: “If I was working on a deadline and couldn’t find important information about a patient’s account, I would ask my supervisor if they could give me more time to locate the information or if there is someone else who may be able to assist me with locating it. If neither of those options were available, I would contact the patient directly to see if they had any additional information that might help me locate what I needed.”

How well do you handle stress while working on multiple projects at once?

Patient account specialists often work on multiple projects at once. Employers ask this question to make sure you can handle stress while working in their office. In your answer, explain how you manage stress and prioritize tasks. Show that you are a strong multitasker who is able to meet deadlines.

Example: “I find that I am most productive when I have several projects going at the same time. This allows me to stay focused on one task while also keeping track of other important details. When I first started my career as a patient account specialist, I was nervous about handling multiple projects at once. However, now I feel confident in my ability to multitask and complete all of my assignments by deadline.”

Do you have experience working with patients who have complex medical histories?

This question can help interviewers understand how you might handle a specific situation at work. Use your answer to highlight your ability to manage multiple patients and their needs.

Example: “I have worked with many patients who have complex medical histories, including those with chronic illnesses that require regular monitoring. I find it helpful to create individualized care plans for each patient so they know what to expect when they come in for an appointment. This helps me stay organized and ensures the patient understands all of their treatment options. It also allows me to ensure my team members are aware of any special circumstances.”

When working with patients who have complex medical histories, how do you stay organized?

Patient account specialists often work with patients who have complex medical histories. Employers ask this question to make sure you can stay organized and keep track of important information about your patients’ accounts. In your answer, explain how you use technology or other organizational methods to manage the details of each patient’s case.

Example: “I am a very organized person, so I find that keeping detailed notes on my patients is the best way for me to remember all their information. For example, when I first meet a new patient, I take extensive notes in their file. These include basic information like their name, address and phone number as well as more specific details like what medications they are taking and any allergies they may have. This helps me remember everything I need to know about each patient.”

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

Customer service is an important aspect of any business, and healthcare facilities are no different. Employers ask this question to see if you have experience improving customer satisfaction scores in the past. In your answer, explain how you would implement these ideas into your work at their facility.

Example: “I think one way we could improve our customer service scores is by having a more efficient system for tracking patient concerns. I’ve worked with other facilities that use software programs like Zendesk or Freshdesk to manage incoming questions from patients. These programs allow us to create FAQs and help articles so that we can provide answers to common questions before they’re even asked. This helps us reduce wait times for patients who call in with questions and allows us to spend more time with those who need more complex care.”

Describe your experience working with insurance companies.

Employers ask this question to see if you have experience working with insurance companies. They want to know that you can handle the challenges of working with a large company and get your clients what they need. In your answer, explain how you worked with an insurance company in the past and what skills you used.

Example: “I’ve worked with several different insurance companies throughout my career. I find it helpful to be familiar with many different types of insurance policies so I can help my patients understand their options. When I first started working as a patient account specialist, I had no idea how complicated insurance could be. However, over time, I learned how to navigate through each policy and find the best coverage for my patients.”

What makes you an ideal candidate for a patient account specialist position?

Employers ask this question to learn more about your qualifications and how you can contribute to their company. Before your interview, make a list of reasons why you are the best candidate for the job. Consider highlighting any relevant experience or skills that relate to the position.

Example: “I am an ideal candidate because I have extensive customer service experience. Throughout my career, I’ve worked with many different types of patients, which has helped me develop excellent communication skills. I also understand the importance of maintaining patient confidentiality, so I would be careful not to share private information without permission. Finally, I am highly organized and detail-oriented, which makes me a great fit for this role.”

Which patient account specialist role models do you look up to?

This question can help the interviewer get to know you better and understand what type of work environment you thrive in. It also helps them determine if your role models would be a good fit for their company culture. When answering this question, it can be helpful to mention someone who has similar personality traits as you or someone who is doing something that inspires you.

Example: “I look up to my previous manager at my last job because she was always so kind and compassionate toward patients. She made sure we were all well-trained before taking on more challenging cases, which helped us feel confident when working with patients. I also admire my friend who works as an emergency room nurse because she’s always willing to answer questions I have about her job.”

What do you think is the most important skill for a patient account specialist to have?

This question can help the interviewer determine if you have the skills and abilities that are most important for this role. When answering, it can be helpful to mention a skill that is in your job description or something that you feel would benefit you in this position.

Example: “I think one of the most important skills for a patient account specialist is communication. This role requires me to communicate with patients about their insurance coverage and how much they owe for services. I am always respectful when speaking with patients and make sure to answer all of their questions so they understand what to expect. Communication is also an important skill because it helps me work well with other team members.”

How often do you think patient account specialists should update their knowledge on insurance policies and laws?

This question can help interviewers understand how much you value your own education and training. They may also want to know if you have any plans for continuing your professional development in the future. In your answer, try to explain that you are committed to learning new things about your field and staying up-to-date on current laws and regulations.

Example: “I think it’s important for patient account specialists to stay educated on insurance policies and laws because they change so frequently. I am always looking for ways to learn more about my industry, so I would continue taking classes or reading articles to keep myself updated.”

There is a discrepancy in a patient’s account information. How would you handle this?

This question can help the interviewer determine how you would handle a challenging situation at work. Use your answer to highlight your problem-solving skills and ability to stay calm under pressure.

Example: “I would first try to resolve the issue with the patient. I would call them, send an email or even meet with them in person if needed. If they are unable to provide me with the correct information, I would contact my supervisor for advice on what to do next. In this case, I would probably have to close out their account until we could verify the information.”