17 Patient Services Assistant Interview Questions and Answers

Patient Services Assistants play a vital role in ensuring that patients receive the best possible care. They greet patients and their families, escort them to their appointments, and provide support and direction. They also keep track of patient appointments and help to update patient information.

To work as a Patient Services Assistant, you’ll need to be able to handle a range of tasks and be able to communicate effectively with patients, their families, and other medical staff. You’ll also need to be able to handle stressful situations calmly and efficiently.

In this guide, you’ll find several samples questions and responses, including Patient Services Assistant job interview questions and answers.

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

Patient services assistants often work with a diverse group of people, including patients and their families. Employers ask this question to make sure you have the interpersonal skills necessary for working in healthcare. In your answer, explain that you are willing to help anyone who needs assistance. Explain that you will treat everyone equally and with respect.

Example: “I am definitely comfortable working with all types of people. I understand that not everyone has the same level of education or background. However, I believe that we can all learn from each other. I try to be as patient and helpful as possible when assisting others. I also always try to remember that they may be going through something difficult. By being kind and compassionate, I hope to make their experience more pleasant.”

What are some of the most important qualities for a patient services assistant to have?

Employers ask this question to make sure you have the right skills and abilities for the job. They want someone who is organized, friendly and compassionate. When answering this question, think about what your previous employers valued in you. Try to include some of those qualities in your answer.

Example: “Patient services assistants should be kind and empathetic people. We are often the first point of contact for patients, so we need to be able to put them at ease. I also think it’s important to be detail-oriented because we handle a lot of paperwork. Finally, I think patience is an important quality because sometimes patients can get upset or frustrated. It’s our job to help them feel better.”

How would you handle a situation where a patient or family member is angry or upset?

As a patient services assistant, you may encounter situations where patients or their family members are upset. Employers ask this question to make sure that you have the skills and experience needed to handle these types of interactions. In your answer, share an example of how you would respond to an angry or upset person. Explain what steps you would take to help calm them down or diffuse the situation.

Example: “In my previous role as a patient services assistant, I encountered many upset patients and family members. One time, a patient’s family member was very upset because they felt like we weren’t giving their loved one enough attention. To diffuse the situation, I asked if they wanted to speak privately in our break room. Then, I explained that we were doing everything we could for the patient. After speaking with them, they calmed down and understood that we were doing all we could.”

What is your experience with working with confidential information?

Patient information is often confidential, and employers ask this question to make sure you understand the importance of keeping it safe. If you have experience working with confidential information in a previous role, share what steps you took to keep it secure. If you don’t have any experience, explain how you would handle this responsibility if hired.

Example: “I’ve worked as a receptionist for several years now, so I’m used to handling confidential information. When patients come into our office, we always ensure they fill out paperwork before seeing the doctor. This way, we can enter their information into our system without having to write it down or type it in front of them. We also store all patient records in locked cabinets when they aren’t being used.”

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

This question can help employers learn more about your dedication to helping others. When answering this question, it can be helpful to share a specific story that shows how you helped someone and the positive outcome of your actions.

Example: “When I was working as an administrative assistant at a law firm, one of my clients had a family member who was in the hospital for several weeks. The client asked me if there was anything they could do to make their experience better while they were waiting for their case to go to trial. I researched local organizations that provided free meals to patients and families and found one that delivered food to the hospital where the patient’s relative was staying. The client was so grateful for my help and told me that the meals made a huge difference during such a stressful time.”

If a patient needed assistance getting to a treatment area, what strategies would you use to help them?

This question can help interviewers understand how you would interact with patients who may need assistance getting to their appointments. You can use your answer to highlight your interpersonal skills and ability to work as part of a team.

Example: “If I noticed that a patient was having difficulty walking, I would ask them if they needed any additional support. If they did, I would call for an escort or wheelchair to ensure they could get to their appointment safely. If the patient didn’t want assistance, I would offer to walk with them to their appointment.”

What would you do if you noticed a patient was in pain or discomfort?

Employers ask this question to make sure you have the skills and knowledge necessary to provide excellent customer service. They want to know that you can recognize when a patient is in pain or discomfort, and how you would help them feel better. In your answer, explain what steps you would take to ensure the patient’s comfort.

Example: “If I noticed a patient was in pain or discomfort, I would first try to find out if they were experiencing any specific symptoms. If so, I would offer to call their doctor for advice on treatment options. If not, I would suggest some over-the-counter remedies or other ways to reduce their discomfort. For example, if they had a headache, I might recommend getting more sleep or drinking more water.”

How well do you perform under pressure?

Patient services assistants often work in high-pressure environments. Employers ask this question to make sure you can handle the stress of working with patients and their families who are experiencing a crisis or emergency situation. In your answer, explain how you manage pressure and give an example of a time when you performed well under stressful conditions.

Example: “I perform very well under pressure. I have experience working in a busy call center where we had to help customers resolve issues while also answering multiple phone lines at once. I learned that multitasking is one of my strengths, so I am able to balance many tasks at once without making mistakes. When I worked in the call center, I was responsible for resolving customer complaints, checking on orders and helping customers place new orders. I always made sure to prioritize each task based on urgency.”

Do you have experience using hospital or clinic software systems?

Employers ask this question to see if you have experience using the same software they use at their facility. If you do, it shows that you can easily adapt to a new environment and will be able to start working right away. If you don’t have experience with the system they use, explain what other systems you’re familiar with and how those are similar or different from the one you’d be using in your role.

Example: “I’ve worked for two previous facilities where we used the same patient management software as your hospital. I’m very comfortable navigating through the system and am excited to learn more about the specific features of your system.”

When interacting with patients, do you prefer to be more quiet or more talkative?

This question can help interviewers understand how you interact with patients and what your communication style is. When answering this question, it can be helpful to mention a specific situation in which you were more talkative or quiet and the positive outcome of that interaction.

Example: I prefer to have a balance between being talkative and quiet when interacting with patients. In my previous role as a patient services assistant, I had a patient who was very quiet during their appointment. I asked them questions about themselves and tried to make small talk to put them at ease. This helped me learn more about the patient and made them feel comfortable enough to open up and share more information with me.

We want to ensure our patients feel comfortable asking questions. What is your approach to answering questions from patients?

This question can help interviewers understand how you interact with patients and the level of comfort you provide them. When answering this question, it can be helpful to describe a specific situation where you helped a patient feel more comfortable or confident in their treatment plan.

Example: “I find that one of the most important aspects of my job is helping patients feel at ease when asking questions. I always make sure to greet patients by name and ask if they have any questions before we begin our appointment. If they do have questions, I try to answer them as thoroughly as possible so they feel confident about their upcoming appointments.”

Describe your experience working with a team of other healthcare professionals.

Working as a patient services assistant often involves working with other healthcare professionals. Employers ask this question to make sure you have experience collaborating with others and can work well in a team environment. In your answer, explain how you worked with your colleagues in the past. Explain what made it successful and highlight any skills or traits that helped you collaborate successfully.

Example: “I’ve always enjoyed working with a team of healthcare professionals. I find it helpful to bounce ideas off my colleagues when I’m unsure about something. When I was working at my previous job, I would regularly discuss patients’ cases with my coworkers. This helped me learn more about different conditions and treatments. It also allowed us to share our experiences and provide each other with advice.”

What makes you stand out from other candidates?

Employers ask this question to learn more about your qualifications and how you can contribute to their team. When answering, it’s important to highlight a skill or quality that makes you unique from other candidates. You may also want to mention something that relates to the job description.

Example: “I am passionate about helping others, which is why I chose to pursue a career in healthcare. In my previous role as a patient services assistant, I helped patients find the right doctor for them based on their needs. This led to me connecting one of our patients with a specialist who was able to help her overcome her illness. She later told me she would have never found that specialist without my help, so I know I make a difference in people’s lives.”

Which areas of the medical field do you want to focus on developing in your career?

This question can help the interviewer get a better idea of your career goals and how you plan to achieve them. It also helps them understand what skills you already have that could be beneficial for this role. When answering, it can be helpful to mention any certifications or training programs you’ve completed in the past.

Example: “I’m currently working toward my medical billing certification, which I hope will help me develop my knowledge of coding and insurance processing. This would allow me to work more efficiently with patient records and ensure all financial transactions are processed correctly. In the future, I’d like to pursue a degree in healthcare administration so I can continue developing my skills as an effective team member.”

What do you think is the most important thing a patient services assistant can do to help a patient feel comfortable?

This question can help the interviewer get to know you as a person and how you interact with others. It also helps them understand what your priorities are when working in healthcare. When answering this question, it can be helpful to think about some of the ways you helped patients feel comfortable during your previous job.

Example: “I think one of the most important things I can do for a patient is listen to them. If they have any concerns or questions, I always make sure that I take the time to hear them out and answer their questions thoroughly. Another thing I find helpful is making eye contact with the patient while talking to them. This shows them that I am actively listening to what they’re saying and makes them more likely to open up.”

How often do you think a patient services assistant should update a patient’s file?

This question can help an interviewer understand how you prioritize your work and the importance of accuracy. Your answer should show that you value accuracy and are willing to take time to update files when necessary.

Example: “I think it’s important for patient services assistants to update a file at least once per day, especially if there is any new information about a patient or their treatment plan. This ensures that all relevant information is in the system and available to other members of the healthcare team. I also believe that updating a file after each interaction with a patient is beneficial because it allows me to capture any changes to a patient’s condition as soon as they occur.”

There is a miscommunication between the doctor and the patient. What do you do?

This question is an opportunity to show your problem-solving skills and ability to communicate effectively. You can answer this question by describing a situation where you had to resolve a miscommunication between the doctor and patient, and how you handled it.

Example: “I once worked with a patient who was very upset because she thought her doctor wasn’t listening to her concerns about her health. I talked to the doctor privately and explained that the patient felt like he wasn’t paying attention to her. The doctor told me that he did listen to everything she said but didn’t understand why she was so concerned. He asked me to explain what she said to him again so he could better understand her concerns.”