17 Patient Experience Representative Interview Questions and Answers

Healthcare is one of the most important, yet rapidly changing, industries in the world. The need for individuals who can navigate the complexities of the healthcare system and deliver excellent patient experiences is greater than ever. That’s where patient experience representatives come in.

Patient experience representatives are the frontline of the healthcare system. They are responsible for interacting with patients, families, and caregivers to understand their needs and provide support. They also work with other members of the care team to ensure that patients receive the best possible care.

If you’re interested in becoming a patient experience representative, you’ll need to be prepared to answer questions about your customer service experience and your ability to handle difficult conversations. You’ll also need to be familiar with the healthcare system and the different roles that patients and their families play in it.

To help you get ready for your interview, we’ve compiled a list of patient experience representative interview questions and answers.

Are you comfortable talking with people from all walks of life?

Patient experience representatives often interact with a wide range of people, including those who are sick and in pain. Employers ask this question to make sure you have the interpersonal skills necessary for this role. In your answer, share that you enjoy working with all types of people. Explain that you will treat each person with respect and kindness no matter what their background is.

Example: “I am definitely comfortable talking with people from all walks of life. I grew up in a small town where everyone knew one another. However, my parents were both teachers, so we moved around quite a bit. I’ve lived in big cities and small towns, which has given me an appreciation for different cultures and backgrounds. I know that every person deserves to be treated with respect and kindness.”

What are some of the most important qualities for a patient experience representative to have?

This question can help the interviewer determine if you have the skills and abilities to succeed in this role. When answering, it can be helpful to mention a few of your strongest qualities that relate to this position.

Example: “Patient experience representatives need to be empathetic, patient and friendly. These are all important qualities for helping patients feel comfortable and confident when they’re speaking with us. I also think it’s important to be organized and detail-oriented because we often work with many different types of information. Finally, I believe it’s essential to be able to communicate effectively both verbally and in writing.”

How would you handle a situation where a patient is angry about their care?

As a patient experience representative, you may encounter situations where patients are upset about their care. Employers ask this question to make sure that you have the skills and abilities to diffuse these types of situations. In your answer, explain how you would use your communication skills to help calm the patient down. Share an example of a time when you helped diffuse a situation like this in the past.

Example: “In my previous role as a patient experience representative, I encountered many angry patients. When this happened, I always made sure to listen to what they had to say. I wanted to make sure that I understood why they were upset before trying to solve the problem. After listening to them, I would try to find out if there was anything else we could do for them. If not, I would apologize and offer them a discount on their next visit.”

What is your experience working with patients who have complex medical needs?

This question can help interviewers understand how you might handle a variety of patients and their needs. You can use your answer to highlight any experience you have working with complex medical cases, or you can explain what steps you would take if you had no previous experience.

Example: “I’ve worked in healthcare for five years now, and I’ve seen many different types of patients. In my last role, I was the primary point of contact for all patients who called in with questions about their medications. Some of these patients had very complex conditions that required me to do research on the side while talking to them. I found this challenging at first, but over time, I learned how to manage multiple tasks at once.”

Provide an example of a time when you went above and beyond to help a patient.

This question can help employers learn more about your customer service skills and how you treat patients. When answering this question, it can be helpful to share a specific example of when you helped a patient in need or provided exceptional customer service.

Example: “When I worked at my previous job as a receptionist, one of our patients was having trouble with their insurance company. They were trying to get approval for an expensive treatment but the insurance company wasn’t approving it. The patient called me multiple times asking if there was anything else they could do to get approved. I researched the situation further and found that the insurance company had made a mistake. I contacted them again and explained what happened, and they fixed the issue.”

If a patient was confused about the cost of their treatment, how would you address the issue with them?

Interviewers ask this question to assess your customer service skills and how you would handle a challenging situation. In your answer, demonstrate that you have the ability to remain calm under pressure and use problem-solving techniques to find solutions for customers.

Example: “If a patient was confused about their bill, I would first try to clarify what they were asking me by repeating back to them what they said. Then, I would explain our billing process in simple terms so they could understand it more easily. If they still didn’t understand, I would offer to call my manager or another representative who may be able to help.”

What would you do if a patient was upset about the wait time at your clinic?

Interviewers may ask this question to assess your customer service skills and how you handle challenging situations. In your answer, try to show that you can empathize with patients and use problem-solving skills to resolve the situation.

Example: “If a patient was upset about the wait time at my clinic, I would first listen to their concerns and then apologize for any inconvenience they experienced. Next, I would find out what we could do to make them more comfortable while they waited. For example, if there were no open exam rooms available, I might offer to let them sit in a private waiting room until it was their turn. If the issue was related to our staff’s communication, I would talk to the manager to see if there are ways we can improve our processes.”

How well do you perform under pressure?

Employers ask this question to see how you react to stressful situations. They want to know that you can perform well even when things get hectic. In your answer, explain what strategies you use to stay calm and focused in a high-pressure situation.

Example: “I am very good at managing my stress levels. I have found that the best way to keep myself calm is by practicing deep breathing exercises. This helps me focus on the task at hand and keeps me from getting overwhelmed. Another strategy I use is delegating tasks to other team members. When there are multiple patients waiting, I try to help others with their questions so they don’t feel like they’re being ignored.”

Do you have experience using patient care software?

This question can help the interviewer determine your level of experience with patient care software. If you have experience using this type of software, share what kind and how often you used it. If you don’t have experience using patient care software, explain that you are willing to learn if hired.

Example: “I’ve worked in a medical office for five years now, so I am familiar with many different types of patient care software. At my current job, we use an electronic health record system that allows us to keep track of our patients’ information and communicate with other healthcare professionals about their treatment plans. I also regularly use patient care software to enter data into the EHR system.”

When communicating with patients, do you have a preferred method of communication (i.e. in-person, over the phone, etc.)?

This question can help the interviewer determine how you prefer to communicate with patients and what your communication style is. It can also show them whether or not you have experience using the company’s preferred method of communication. When answering this question, it can be helpful to mention a specific time when you used a different method of communication than the one the company uses and how that went.

Example: “I find that I am most comfortable communicating with patients over the phone because I feel like I can provide better customer service that way. However, I do understand that some companies prefer their patient representatives to communicate in-person or via email. In my last role, I had a patient who was very upset about her bill. She wanted to speak with someone right away but we were closed for the day. So, I called her back first thing the next morning and spoke with her until she felt more at ease.”

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

Interviewers ask this question to see if you have any ideas for improving their patient satisfaction scores. They want to know that you can help them improve the overall experience of patients and how you would do so. In your answer, explain what steps you would take to improve these scores and show that you are passionate about helping others.

Example: “I think one way we could improve our patient satisfaction scores is by making sure all staff members greet patients when they arrive at the hospital. I also think it’s important to make sure patients feel like they’re being heard and understood. If a patient has concerns or questions, I would try my best to address them as quickly as possible. Another thing we could do is provide more information on wait times before patients arrive.”

Describe your experience working with doctors and other medical professionals.

Employers ask this question to learn more about your interpersonal skills and how you work with others. When answering, it can be helpful to mention a specific time when you worked well with doctors or other medical professionals.

Example: “I have experience working with many different types of doctors and medical professionals in my previous roles as a patient experience representative. I’ve learned that each doctor has their own unique style, but they all want the same thing—to provide excellent care for their patients. In my last role, I had a doctor who was very hands-off when it came to communicating with patients. He would only respond to emails if he absolutely had to. However, I still made sure to send him weekly updates on our patient satisfaction surveys so he knew what we were doing to improve his department.”

What makes you stand out from other candidates for this position?

Employers ask this question to learn more about your qualifications and how you can contribute to their team. Before your interview, think of a few things that make you unique from other candidates. Consider mentioning any special skills or experiences that relate to the job description.

Example: “I have experience working in customer service roles, which makes me well-suited for this position. I am also highly organized and detail-oriented, which allows me to keep track of important information while providing excellent care to patients. Another thing that makes me stand out is my ability to communicate with others. Throughout my career, I’ve learned how to speak with people who are upset or confused, which helps me provide compassionate care.”

Which medical fields do you have the most experience working with?

This question can help the interviewer determine if you have experience working with their company’s specific medical field. It can also show them how much experience you have in general, which may be beneficial to them as they decide whether or not to hire you. When answering this question, it can be helpful to mention a few of your most relevant experiences and then follow up by mentioning some of your other skills that could make you a good fit for the position.

Example: “I’ve worked primarily with pediatric patients, but I am also very comfortable working with adults. I feel like my communication skills are strong enough to work with any patient who needs assistance.”

What do you think is the most important aspect of patient care?

This question is a great way to determine what the company values in their patient care representatives. Interviewers ask this question to see if you share their views on what’s most important when it comes to helping patients and clients. When answering, think about what you’ve seen work best with your own patients or customers.

Example: “I believe that empathy is the most important aspect of patient care. I have worked with many different types of patients, and I find that those who are treated with empathy tend to be happier overall. They feel more comfortable asking questions and sharing concerns, which makes them better able to get the treatment they need. Empathy also helps me connect with my patients and learn more about their unique needs.”

How often do you see patients on average?

This question can help the interviewer understand how you might fit into their company’s culture. If they ask this, it may be because they want to know if your schedule would allow you to work with them on a regular basis. In your answer, try to explain that you are flexible and willing to adjust your schedule as needed.

Example: “I usually see patients once or twice per week depending on my availability. I am happy to work more often if necessary, but I also understand that sometimes things come up in life that prevent us from working at our scheduled times. I always communicate any changes to my manager so we can find someone else to cover for me.”

There is a patient who is unhappy with their care. How do you handle this situation?

This question can help an interviewer understand how you handle conflict and difficult situations. It is important to show that you are willing to do what it takes to make the patient happy, even if it means going above and beyond your job description.

Example: “I would first apologize to the patient for their experience and ask them what I could do to improve their care. If they were unhappy with a specific aspect of their treatment, I would find out why and then try my best to fix it. For example, if they felt like their doctor was too rushed during their appointment, I would speak with the doctor about scheduling more time for each patient.”