17 Patient Relations Manager Interview Questions and Answers

Every day, Patient Relations Managers (PRMs) work hard to ensure that patients have a positive experience while receiving care. From the moment they walk in the door, PRMs are responsible for greeting patients, answering their questions, and making them feel comfortable. They also work with doctors, nurses, and other hospital staff to resolve any patient concerns.

If you’re looking for a career in patient relations, you’ll need to be prepared to answer some common interview questions. In this guide, we’ll provide you with a list of questions and sample answers that will help you stand out during your interview and land the job you want.

Are you familiar with HIPAA regulations?

HIPAA is a set of federal regulations that protect the privacy and security of medical information. Employers ask this question to make sure you understand how these regulations affect your work as a patient relations manager. In your answer, explain what HIPAA is and why it’s important for you to follow these regulations.

Example: “HIPAA stands for Health Insurance Portability and Accountability Act. It’s a set of federal regulations that ensure patients’ medical records are kept private and secure. I am very familiar with HIPAA because my previous employer had strict rules about keeping patient information confidential. I always made sure our team followed all HIPAA guidelines when communicating with patients.”

What are some of the most important qualities for a successful patient relations manager?

Employers ask this question to learn more about your management style and how you would apply it in their organization. When answering, think of the qualities that helped you succeed as a patient relations manager in previous roles. Consider mentioning traits like empathy, communication skills and problem-solving abilities.

Example: “I believe some of the most important qualities for a successful patient relations manager are patience, compassion and strong communication skills. As a patient relations manager, I am often speaking with patients who have concerns or questions. It’s important to me that I listen carefully to what they’re saying and respond thoughtfully. In my last role, I also had to speak with many doctors and nurses about various issues. Having strong communication skills helps me relay information clearly and solve problems efficiently.”

How would you handle a situation where a patient was dissatisfied with the care they received from a doctor or nurse?

As a patient relations manager, you may need to handle situations where patients are unhappy with their care. Employers ask this question to make sure you have the skills and experience needed to help resolve these types of issues. In your answer, explain how you would try to solve the problem for the patient. Show that you value customer service and empathy when working with people.

Example: “I would first listen to what they had to say about their situation. I would then call the doctor or nurse in question to get more information on what happened. If it was an issue with communication, I would work with both parties to find a solution so it doesn’t happen again. If there is something the medical professional could improve upon, I would offer my assistance in helping them learn how to do it.”

What is your process for resolving customer complaints?

As a patient relations manager, you may need to resolve customer complaints. Employers ask this question to learn about your process for resolving these issues and how you can help their company improve its customer service. In your answer, explain what steps you take when working with customers who have concerns or complaints. Share examples of how you helped previous employers resolve customer complaints.

Example: “I always start by listening to the customer’s complaint. I make sure they feel heard and that I understand their issue. Then, I try to find a solution that works for both them and the hospital. If there is no resolution, I work with my team to find a compromise. For example, if a patient wants a refund but we cannot give it to them, I will offer an alternative like a free appointment.”

Provide an example of a time when you utilized empathy to resolve a difficult situation.

Empathy is a vital skill for patient relations managers. Employers ask this question to make sure you have the ability to understand and relate to patients’ needs. Use your answer to explain how empathy helped you resolve a situation. Explain that it’s important to be compassionate when working with patients.

Example: “When I worked as a receptionist, I had a patient who was upset because she couldn’t get an appointment for two weeks. She told me she needed to see her doctor immediately because of a serious illness. I understood why she was so upset, but I also explained that we were at capacity. Instead of telling her there was nothing I could do, I offered to call other doctors in our practice to see if they had any openings. I ended up finding one of our physicians who had a cancellation and was able to see her earlier than expected.”

If a patient was concerned about the side effects of a medication, how would you address this with the prescribing doctor?

As a patient relations manager, you may need to work with doctors and nurses to address concerns from patients. An interviewer may ask this question to understand how you would collaborate with other medical professionals. In your answer, try to show that you can communicate effectively with others while also respecting their expertise.

Example: “I have worked in healthcare for many years now, so I know that there are often multiple factors that contribute to side effects of medications. For example, if a patient told me they were experiencing nausea as a side effect, I would first ask them about any changes they made to their diet or exercise routine. If the only change was taking the medication, then I would want to speak with the prescribing doctor to see if there is anything else we could do to reduce the chances of side effects.”

What would you do if a patient complained about the bedside manner of a particular doctor or nurse?

This question can help the interviewer assess your conflict resolution skills and ability to work with different personalities. Use examples from past experiences where you helped resolve a conflict between a patient and a healthcare professional or when you worked with a doctor or nurse to improve their bedside manner.

Example: “I once had a patient who was upset because they felt that one of our doctors wasn’t listening to them during their appointment. I met with the doctor in private, and we discussed how he could improve his communication style with patients. He agreed to take some time before appointments to write down notes about each patient so he would have more time to listen to them.”

How well do you handle stress and pressure?

Patient relations managers often have to handle a lot of stress and pressure. Employers ask this question to make sure you can manage the job well. In your answer, explain how you stay calm under pressure. Share an example of a time when you had to deal with a stressful situation at work. Explain what you did to remain calm and focused.

Example: “I am very good at managing stress and pressure. I find that if I take deep breaths while working through a problem, it helps me think more clearly. When I was in college, I worked as a receptionist for a doctor’s office. One day, we were short-staffed because several employees called out sick. We also had many patients who needed to be seen right away. I took deep breaths and organized all of the tasks I needed to do. Then, I started working on them one by one until everything was done.”

Do you have any experience working with vendors or suppliers?

Employers may ask this question to learn more about your experience working with other departments or teams. When answering, it can be helpful to mention a specific vendor you worked with and what the relationship was like. You can also talk about how that relationship helped improve patient care or outcomes.

Example: “I have worked with several vendors in my previous role as a patient relations manager. One of our biggest suppliers was a company that provided medical equipment for our hospital. I would meet with representatives from the company once a month to discuss any issues we were having with their products. We found that by communicating regularly, we could solve most problems before they became major concerns.”

When communicating with patients, how do you make sure to use clear and concise language?

This question can help interviewers understand how you communicate with patients and other healthcare professionals. Use your answer to highlight your communication skills, including active listening, speaking clearly and concisely and using appropriate language for different audiences.

Example: “I make sure to use clear and concise language when communicating with patients because it helps them better understand what I’m saying. When talking with patients one-on-one, I try to speak at a level they can easily understand. If the patient has trouble understanding me, I’ll repeat myself or ask if they have any questions so that we can ensure they fully comprehend my message.

When communicating with colleagues, I also try to be as clear and concise as possible. This is especially important when relaying information about patients who may be in distress or need immediate care.”

We want to improve our customer satisfaction scores. What ideas do you have for doing so?

Customer satisfaction is an important metric for patient relations managers. Employers ask this question to see if you have any ideas on how they can improve their scores. In your answer, explain what steps you would take to increase the company’s customer satisfaction score. Show that you are a problem solver who knows how to implement change.

Example: “I think one of the best ways we could improve our customer satisfaction scores is by improving our communication with patients. I would suggest creating a system where patients can submit questions and concerns online or through a mobile app. Then, we can respond to them in real time. This will help us solve issues more quickly and give patients peace of mind. We can also use these systems to send out appointment reminders and other relevant information.”

Describe your experience with using databases and other digital tools for managing information.

Patient relations managers often use databases and other digital tools to manage information about patients, such as their medical history. Employers ask this question to make sure you have experience using these types of systems. In your answer, explain which database or tool you used in the past and what your responsibilities were for managing it.

Example: “In my last role, I was responsible for maintaining our patient records database. This included adding new patients to the system when they came into the office and updating their information as needed. I also had to remove patients from the database when they no longer visited the practice.”

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. When answering this question, it can be helpful to highlight a skill or experience that makes you unique from other candidates. You may also want to mention any skills you have that will help you succeed in the role.

Example: “I am passionate about helping others, which is why I became a healthcare professional. In my previous position as a nurse, I noticed there were many patients who had questions but didn’t know where to turn. This inspired me to create an online forum for patients to connect with each other and share information. It was so successful that we implemented it into our hospital’s website.”

Which industries have you worked in previously and how do you think our industry is different?

This question is a great way to see how much research the candidate has done on your company. It’s also an opportunity for you to explain what makes your industry unique and why it’s important to work here.

Example: “I’ve worked in healthcare for five years, but I have experience working in other industries as well. In my opinion, the most important thing that sets healthcare apart from other industries is the patient-doctor relationship. The trust patients put into their doctors is something that can’t be replicated anywhere else. As a result, I think it’s important for us to make sure our patients feel comfortable with us and know they’re getting the best care possible.”

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

This question can help the interviewer determine your priorities and how you would approach this role. Your answer should show that you understand what is most important to patients and their families, as well as the hospital’s goals.

Example: “I think the most important aspect of patient relations is making sure that patients feel comfortable and supported throughout their experience with our facility. I believe it’s also important to make sure they know who to contact if they have questions or concerns. As a patient relations manager, I would ensure that all staff members are aware of these expectations and provide support to patients when needed.”

How often do you make contact with patients?

This question can help interviewers understand how often you will be in contact with them. They may want to know that you are available when they need you and that you respond quickly to their needs. You can answer this question by explaining the frequency of your communication with patients, including any specific strategies you use to ensure you stay in touch with them regularly.

Example: “I make contact with patients at least once a month. I find that this is enough time for me to check in on them and see if there’s anything we can do to improve their experience. If I notice something unusual or different about their treatment plan, I’ll reach out to them sooner than once a month.”

There is a miscommunication between a doctor and a patient about a treatment plan. How do you handle this?

Patient relations managers must be able to resolve conflicts between patients and doctors. Employers ask this question to see if you have experience in conflict resolution. In your answer, explain how you would handle the situation with both parties involved. Explain that you would try to understand each party’s perspective before making a decision about what action to take.

Example: “I would first listen to both sides of the story. I would then speak with the doctor to get their side of the story. Then, I would speak with the patient again to hear their thoughts on the matter. After gathering all of this information, I would meet with the doctor again to discuss my findings. Together, we would decide on an appropriate course of action.”