17 Patient Experience Coordinator Interview Questions and Answers

Hospitals and other healthcare facilities are always looking for qualified patient experience coordinators. This position is responsible for overseeing the patient’s experience from the time they enter the facility to the time they leave. Patient experience coordinators also work to improve the patient’s experience by developing and implementing programs and initiatives.

If you’re interested in this position, you’ll need to be prepared to answer questions about your experience working with patients and your ability to handle difficult situations. In this guide, we’ll provide you with sample questions and answers that you can use to help you prepare for your interview.

Are you familiar with the patient experience management process?

This question can help the interviewer determine your level of experience with patient experience management. If you have previous experience, share what you did in your role and how it helped improve the patient experience. If this is your first time working in a patient experience management role, explain that you are eager to learn more about the process and how it can benefit patients.

Example: “I’ve worked as a customer service representative for several years now, so I am familiar with the basics of the patient experience management process. However, I would love to learn more about the specific steps involved in improving the patient experience through effective communication and collaboration between departments.”

What are some of the most important things that a patient experience coordinator can do to improve patient satisfaction?

This question can help the interviewer understand your experience and skills as a patient experience coordinator. Use examples from your previous job to explain what you did that helped improve patient satisfaction.

Example: “I think one of the most important things I can do is listen to patients’ concerns and complaints, especially when they are first entering the facility. When I was working at my last job, I would always make sure to greet patients with a smile and ask them how their day was going. If they had any questions or concerns, I would take the time to answer them and reassure them that we were there to help them in any way possible. This simple action helped me learn more about each patient’s unique needs and provided an opportunity for me to show empathy.”

How would you handle a situation where a patient was unhappy with the care they received?

As a patient experience coordinator, you may be responsible for handling complaints from patients. Employers ask this question to make sure you have the skills necessary to handle challenging situations and ensure that patients leave their facilities happy. In your answer, explain how you would use your interpersonal skills to resolve the situation quickly.

Example: “If a patient was unhappy with their care, I would first listen to what they had to say. Then, I would apologize on behalf of the facility and offer them a solution. For example, if they were upset about the wait time in the waiting room, I would offer them a discount on their next visit or free parking. If they were unhappy with their treatment by a specific member of staff, I would follow up with that employee to discuss ways they can improve.”

What is your experience working with patients and their families?

This question can help the interviewer determine your experience working with patients and their families. Use examples from previous work experiences to highlight how you helped patients and their families feel comfortable during their appointments.

Example: “I have worked in healthcare for five years, and I’ve seen firsthand how important it is to make sure that patients and their families are comfortable when they come into the office. In my last role as a patient care coordinator, I noticed that many of our patients were nervous about coming in for their first appointment. To address this issue, I started hosting monthly family nights where we provided food and entertainment for parents and children while also providing information on what to expect at their child’s upcoming appointment.”

Provide an example of a time when you helped a patient and their family feel more comfortable and at ease while receiving care.

This question can help the interviewer understand how you interact with patients and their families. It can also show them your interpersonal skills, communication abilities and empathy. When answering this question, it can be helpful to describe a specific situation in which you helped someone feel more comfortable or relieved stress.

Example: “When I worked as an emergency room nurse, I had a patient who was very anxious about receiving treatment for his broken arm. He kept asking me questions about what would happen during his care, and he seemed nervous about getting a cast on his arm. I talked to him about my experience working with similar injuries and reassured him that everything would be okay. After talking with him for a few minutes, he felt much better and we were able to complete his treatment.”

If a patient was experiencing pain and discomfort, what methods would you use to help them relax and feel more at ease?

Interviewers may ask this question to assess your interpersonal skills and ability to empathize with patients. In your answer, try to highlight how you can use your communication and problem-solving skills to help patients feel more comfortable during their visit.

Example: “I would first make sure the patient was comfortable by offering them a blanket or pillow if they needed one. I would also explain what procedures we were going to do before we started so that they knew what to expect. If the patient was nervous about something, I would reassure them that everything would be okay and that I would stay with them through the entire process.”

What would you do if a patient was upset about the care they received from one of our doctors?

This question can help interviewers understand how you would handle a challenging situation. In your answer, try to show that you are willing to speak up for patients and ensure they receive the care they need.

Example: “If a patient was upset about their experience with one of our doctors, I would first listen to what they had to say. Then, I would call the doctor in question into my office so we could discuss the issue together. If it seems like there is an ongoing problem between the two parties, I would schedule a meeting with all relevant staff members to discuss the issue and find solutions.”

How well do you perform under pressure? Can you think clearly and make quick decisions when necessary?

Patient experience coordinators often work in high-pressure environments. They need to be able to think clearly and make quick decisions when necessary, especially during busy times or when a patient has an urgent issue. When answering this question, it can be helpful to mention a time you performed well under pressure.

Example: “I have worked in customer service for many years now, so I am used to working in high-pressure situations. In my last role as a patient care coordinator, we had a lot of patients come through the emergency room at once. We were short on staff that day, but I was able to stay calm and help my team get everything done. It was a stressful situation, but I knew what needed to be done and helped everyone else do their jobs.”

Do you have experience working with software programs that help track patient information?

The interviewer may ask you this question to see if you have experience with the software program they use at their company. If you don’t, it’s okay to tell them that and explain what other programs you’re familiar with.

Example: “I’ve worked with several different patient tracking software programs in my previous positions. I’m most comfortable using MediTouch because of its ease of use and how quickly I can enter information into the system. However, I also know how to use PatientTrack and CareConnect.”

When working with a team of healthcare professionals, how do you determine who is responsible for each task when handling a patient’s care?

The interviewer may ask you a question like this to assess your ability to work with others and determine who is responsible for which tasks. Use examples from past experiences where you had to collaborate with other healthcare professionals to ensure the best care for patients.

Example: “I always make sure that I know who is in charge of each task when working with a team. For example, if a patient has questions about their treatment plan or needs help scheduling an appointment, I would refer them to the medical assistant. If they need assistance with filling out paperwork or have any billing questions, I would direct them to the front desk receptionist. This helps me avoid confusion among staff members and ensures that everyone knows who to go to for certain tasks.”

We want to improve our communication with patients and their families. What strategies would you use to help our staff communicate more effectively with patients?

This question can help the interviewer understand how you plan to improve patient experience and outcomes. Use examples from your previous work or discuss strategies that you would use if you were hired for this role.

Example: “I think it’s important to have a system in place where staff members can communicate with each other about patients’ needs, questions and concerns. I would implement a communication platform like Slack so that everyone on the team could see what was happening with patients at all times. This way, we can respond quickly to any questions or concerns they may have.”

Describe your experience working with a team to improve the overall patient experience.

The interviewer may ask this question to learn more about your teamwork skills and how you can contribute to the success of a team. Use examples from past experiences where you helped improve processes or procedures that led to positive outcomes for patients.

Example: “In my last role, I worked with a team of patient experience specialists who were responsible for improving the overall patient experience by identifying areas of improvement within our hospital system. We met weekly to discuss ideas we had for making improvements and implemented several changes over the course of six months. One change we made was implementing an online survey tool that allowed patients to provide feedback on their visit before they left the hospital. This resulted in us receiving higher ratings on patient satisfaction surveys.”

What makes you the best candidate for this position?

Employers ask this question to learn more about your qualifications and why you are the best person for their open position. Before your interview, make a list of all your skills and experiences that relate to this role. Think about what makes you unique compared to other candidates.

Example: “I am the most qualified candidate because I have experience working in a medical office setting. In my previous job as a receptionist, I learned how to communicate with patients and answer questions. I also gained valuable customer service skills while helping patients find their way around the office. These skills make me an excellent fit for this patient experience coordinator position.”

Which areas of healthcare do you want to focus on the most?

This question is a great way for employers to learn more about your background and experience. When answering this question, it can be helpful to mention the specific healthcare areas you have worked in before or are passionate about working in.

Example: “I am passionate about patient education and helping patients understand their conditions and treatment plans. I also enjoy working with other healthcare professionals to ensure that all of our communication methods are clear and consistent. In my previous role as a nurse, I helped create an online system where nurses could communicate with doctors and specialists about patients’ care. This helped reduce miscommunication and ensured that everyone was on the same page.”

What do you think is the most important thing that a patient experience coordinator can do to improve the quality of care for patients?

This question is an opportunity to show your passion for improving the patient experience. When answering this question, it can be helpful to discuss a specific example of how you improved the quality of care for patients in the past.

Example: “I think that one of the most important things that a patient experience coordinator can do to improve the quality of care for patients is to ensure that all staff members are communicating effectively with each other and their patients. For instance, I worked at a hospital where there was a disconnect between nurses and doctors. This led to miscommunication about medications and treatment plans, which caused some patients to feel confused or unsure about what they were supposed to do when they left the hospital.

I started a program where we trained nurses on how to communicate more clearly with doctors so that everyone had access to the same information. We also created a system where doctors could easily reach out to nurses if they needed clarification on something. After implementing these changes, our hospital saw a significant decrease in complaints from patients.”

How often do you see patients?

This question can help the interviewer understand your experience working with patients. You can answer this question by describing a typical day and how often you interact with patients.

Example: “I see patients every day, but I usually only have one patient at a time. My schedule is set up so that I work with different patients throughout the week. This allows me to get to know each patient better and helps me build relationships with them. It also gives me more time to focus on their needs and provide excellent care.”

There is a miscommunication between a doctor and a patient. How do you handle it?

Patient experience coordinators are responsible for ensuring that patients receive the care they need and have a positive experience. This question helps employers determine how you would handle challenging situations with patients. In your answer, explain what steps you would take to resolve the situation.

Example: “If there is a miscommunication between a doctor and patient, I first try to clarify any misunderstandings. If it’s an issue of time management or scheduling, I help find solutions so everyone can get the care they need. If it’s a more serious misunderstanding, I will contact the hospital administration to ensure that the problem gets resolved as quickly as possible.”