17 Patient Relations Coordinator Interview Questions and Answers

The healthcare industry is one of the most important and fastest-growing industries in the United States. As the population ages and medical advances are made, the need for qualified healthcare professionals will continue to increase.

One of the most important roles in the healthcare industry is that of the patient relations coordinator. Patient relations coordinators are responsible for ensuring that patients receive the best possible care and have a positive experience while they are in the hospital or medical facility.

If you are interested in a career as a patient relations coordinator, you will need to know how to answer patient relations coordinator interview questions. In this guide, we will provide you with some sample questions and answers to help you prepare for your interview.

Are you comfortable talking with people about their health issues?

This question can help interviewers understand how you feel about the role and what it may be like to work with you. It’s important for patient relations coordinators to have strong communication skills, so employers want to make sure you’re comfortable in this type of situation. When answering this question, try to show that you are empathetic and compassionate when speaking with patients.

Example: “I am very comfortable talking with people about their health issues because I know it can be a sensitive topic. In my previous position as a receptionist at a doctor’s office, I often spoke with patients on the phone or in person about their appointments. I always made sure to speak clearly and use simple language so they understood everything I was saying. I also tried to put them at ease by smiling and being friendly.”

What are some of the most important qualities for a patient relations coordinator 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: “Patience is one of the most important qualities for me as a patient relations coordinator because I often interact with patients who are upset or confused about their medical bills. It’s my job to make them feel comfortable and calm while also resolving any issues they may have. Another quality I think is essential is organization, as I need to keep track of multiple tasks at once and ensure all information is accurate.”

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

As a patient relations coordinator, you may need to handle complaints from patients. Employers ask this question to make sure you have the skills needed to diffuse challenging situations and maintain positive relationships with patients. In your answer, share an example of how you would respond to a situation like this. Explain that you would try to resolve the issue as quickly as possible while maintaining the relationship between the patient and the hospital or clinic.

Example: “I once had a patient who was upset because they didn’t get their medication on time. I listened to what they were saying and apologized for the inconvenience. Then, I explained our policy about giving out medications and offered to give them a prescription for free if they ever experienced another delay. They accepted my offer and left the office happy.”

What is your experience with managing patient records?

Patient records are an important aspect of the job, and employers ask this question to make sure you have experience with handling confidential information. In your answer, explain how you organized patient files in previous roles. Share a specific example of how you handled a situation where you needed to find a file quickly.

Example: “In my last role as a patient relations coordinator, I was responsible for organizing all incoming patient records. I created folders based on each patient’s name and kept them in alphabetical order. This made it easy to locate any record when we received a request from a doctor or insurance company. One time, I had to pull up a patient’s record within five minutes because they were waiting in the lobby. I was able to locate their file quickly and provide the information they needed.”

Provide an example of a time when you provided excellent customer service.

Customer service is an important skill for a patient relations coordinator. Employers ask this question to make sure you have experience providing excellent customer service and can apply those skills in your new role. In your answer, share a specific example of when you provided great customer service to one of your clients or customers. Explain what steps you took to provide that level of service.

Example: “When I worked as a receptionist at my previous job, I had the opportunity to interact with many different people every day. One time, I was working by myself when a client came into our office looking for someone who wasn’t there yet. I helped them find the person they were looking for and answered all their questions. They left happy and said they would be back soon.”

If a patient was unsure about a treatment option, how would you help them understand it?

This question can help the interviewer understand how you would interact with patients who are unsure about their treatment options. Use your answer to highlight your communication skills and ability to explain complex medical information in a way that is easy for patients to understand.

Example: “If a patient was unsure about a treatment option, I would first make sure they understood all of their other treatment options. Then, I would explain the benefits of each treatment option and why we chose the one we did. This helps me ensure that the patient understands our reasoning behind the treatment plan and gives them confidence in our decision.”

What would you do if you received conflicting information from different departments within the hospital?

As a patient relations coordinator, you may be responsible for resolving conflicts between departments. Employers ask this question to make sure you have the problem-solving skills necessary to complete this task. In your answer, explain how you would use your communication and conflict resolution skills to solve this issue.

Example: “If I received conflicting information from different departments within the hospital, I would first try to get more information about each situation. Then, I would schedule a meeting with all of the relevant parties involved in the conflict. During this meeting, I would listen to both sides of the story and then work with everyone to find a solution that works for everyone.”

How well do you handle stress?

Patient relations coordinators often work in high-stress environments. Employers ask this question to make sure you have the ability to handle stress well and remain calm when working with patients who are upset or angry. In your answer, explain how you manage stress and provide an example of a time you did so successfully.

Example: “I am very good at managing stress. I find that taking deep breaths helps me stay calm during stressful situations. When I worked as a patient advocate, I had a situation where a patient was extremely upset about their bill. They were yelling and demanding answers from me. Instead of getting stressed out by the situation, I took several deep breaths and calmly explained our billing process to them. This helped diffuse the situation and allowed us to come to a resolution.”

Do you have experience working with insurance companies?

Patient relations coordinators often work with insurance companies to ensure patients receive the care they need. Employers ask this question to make sure you have experience working with a third party and can handle any challenges that arise. In your answer, share an example of how you worked with an insurance company in the past. Explain what steps you took to help the patient receive their treatment.

Example: “I’ve had experience working with insurance companies before, but I always made sure to communicate with them on behalf of my patients. If there was ever a problem or issue, I would call the insurance company myself and speak with a representative about it. This helped me understand the process better and learn how to advocate for my patients more effectively.”

When communicating with patients, how do you ensure you get all of the necessary information?

This question can help the interviewer understand how you approach a task that is important to their role. Use your answer to highlight your communication skills and ability to work with others.

Example: “I find it helpful to have all of the information I need for each patient before speaking with them. This allows me to focus on what they are saying, rather than looking up information while we talk. To ensure I get everything I need from patients, I always ask if there’s anything else they want to tell me about themselves or their condition. If they don’t mention something relevant, I will follow up with questions until I feel like I have enough information.”

We want to improve our customer service and satisfaction ratings. Describe one strategy you would use to accomplish this.

This question is an opportunity to show your problem-solving skills and ability to make positive changes. When answering this question, think about the strategies you’ve used in previous roles that have helped improve customer satisfaction ratings.

Example: “I would first analyze our current customer service and satisfaction ratings by looking at reports and data. Then I would meet with department heads to discuss how we can improve these ratings. One strategy I would use is implementing a patient feedback system where patients can leave comments on their experience. This gives us valuable information about what we’re doing well and areas for improvement.”

Describe your experience with using patient satisfaction surveys.

Interviewers may ask this question to learn more about your experience with patient satisfaction surveys and how you use them. They want to know if you have used these surveys in the past, what you learned from using them and whether you can apply that knowledge to their organization. In your answer, share any previous experience you have with patient satisfaction surveys and explain how you would use those results to improve your work or the department’s work.

Example: “In my last role as a patient relations coordinator, I was responsible for administering patient satisfaction surveys at the end of each appointment. We gave patients paper surveys to fill out while they waited for their appointments and then collected them when they left. I reviewed the survey results weekly with my team to identify areas where we could improve our services. For example, one week we noticed that many patients were unhappy with the wait time before their appointments. After discussing the issue, we decided to hire another nurse to help reduce wait times.”

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, make a list of three things that make you unique from other candidates. These could be specific skills or experiences that relate to the job description.

Example: “I am passionate about helping others, which is why I became a nurse in the first place. I also have experience working with patients who are anxious or upset, so I know how to diffuse tense situations. Finally, I am highly organized and detail-oriented, which makes me great at following protocols and procedures.”

Which computer programs do you have experience using?

The interviewer may ask this question to see if you have experience using the computer programs they use in their office. If you don’t have experience with the specific programs, consider asking what programs they use and how you can learn them quickly.

Example: “I have extensive experience using Microsoft Office programs like Word, Excel and PowerPoint. I also have some experience using Google Drive and Dropbox for file sharing purposes. In my previous role as a patient relations coordinator, I worked closely with our IT department to ensure that all staff members were comfortable using these programs. We held weekly training sessions where we learned new tips and tricks for using each program.”

What do you think is the most important aspect of a doctor’s job?

This question is a great way to assess how much you value the role of a doctor in patient care. It also helps employers understand your perspective on what makes for an effective medical professional. When answering this question, it can be helpful to refer to specific examples from your own experience with doctors and their patients.

Example: “I think that the most important aspect of a doctor’s job is providing comfort and reassurance to their patients. I have seen firsthand how a doctor’s bedside manner can make all the difference when a person is feeling anxious or scared about their health. Doctors should always strive to put their patients at ease by being kind and compassionate. They should also take time to listen to their concerns and answer any questions they may have.”

How often do you see a doctor yourself?

Employers ask this question to see if you have firsthand experience with the healthcare system. They want someone who understands what patients go through and can empathize with them. If you don’t have any personal experience, try to find out from others how their experiences were.

Example: “I haven’t seen a doctor in years. I had an annual checkup when I was younger but haven’t needed one since then. However, my mother has been seeing her primary care physician for over ten years now. She’s always happy with him and his staff, so I know that she gets good service there.”

There is a new treatment for a common illness. How would you promote it to patients?

This question can help an interviewer assess your communication skills and ability to promote a product or service. Use examples from previous experience in which you promoted a new treatment, introduced a new brand or explained the benefits of a particular health care product.

Example: “I would first explain what the illness is and how it affects patients. Then I would tell them about the new treatment that has been proven effective for this condition. If there are any side effects, I would make sure to mention those as well so they know what to expect. Finally, I would let them know when the new treatment will be available at their facility.”