17 Patient Services Manager Interview Questions and Answers

From managing schedules and coordinating care to ensuring patient satisfaction, the patient services manager is responsible for a wide range of tasks. This position is critical to the smooth operation of any healthcare facility.

If you’re interviewing for a patient services manager position, be prepared to answer questions about your experience and skills. You’ll also need to be able to articulate your understanding of the role and how you can contribute to the team. In this guide, we’ll provide you with some common patient services manager interview questions and answers to help you prepare.

Are you comfortable working with patients and their families on a daily basis?

Patient services managers often work with patients and their families, so the interviewer wants to make sure you’re comfortable in this role. Use your answer to highlight your interpersonal skills and ability to communicate effectively with others.

Example: “I enjoy working with people, especially when I can help them feel more at ease. In my previous position as a patient services representative, I worked with many different types of patients and their families. I always made it a point to greet everyone with a smile and be friendly and helpful. I also took time to listen to what they had to say and address any concerns or questions they had.”

What are some of the most important qualities for a patient services manager 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 patient services management.

Example: “Patient services managers need to be highly organized, compassionate and empathetic and able to communicate effectively with patients and staff members. I believe these are three of my greatest strengths as a manager, which is why I am excited about this opportunity. In my last position, I helped implement new systems for tracking patient information and scheduling appointments, which helped our team become more efficient.”

How would you handle a situation where multiple patients were unhappy with the care they were receiving?

As a patient services manager, you may encounter situations where multiple patients are unhappy with the care they’re receiving. An interviewer may ask this question to understand how you would handle such a situation and ensure that it doesn’t happen again. In your answer, try to explain what steps you would take to resolve the issue as quickly as possible while also ensuring that all patients receive quality care moving forward.

Example: “If I encountered a situation like this, I would first listen to each patient’s concerns and address them one by one. If there was an underlying problem causing multiple patients to be unhappy, I would work with my team to find solutions so we could avoid similar situations in the future. For example, if multiple patients were unhappy because of long wait times, I would look into hiring more staff or implementing new scheduling software to help reduce wait times.”

What is your process for handling complaints about long wait times or scheduling issues?

Patient services managers are responsible for ensuring that patients have a positive experience when they visit the medical facility. Employers ask this question to make sure you can handle challenging situations and ensure customers leave satisfied with their service. In your answer, explain how you use your problem-solving skills to address these issues as quickly as possible.

Example: “I understand that long wait times or scheduling errors can be frustrating for patients. When I receive complaints about these issues, I first apologize to the patient and let them know that I will do everything in my power to resolve the issue as soon as possible. Next, I look at our current staffing levels and call in additional staff if needed. If it’s an error on our part, I work with our scheduling department to fix the issue. If it’s due to high demand, I try to offer alternative solutions like rescheduling appointments.”

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

This question is a great way to show your interviewer that you are dedicated to helping others and improving the lives of patients. When answering this question, it can be helpful to provide an example from your previous work experience or discuss a time when you helped someone outside of work.

Example: “When I was working as a receptionist at my last job, I noticed that one patient had missed their appointment. They were scheduled for a routine checkup with their pediatrician, but they didn’t show up. I called them to see if everything was okay, and they told me that their child had been sick all week and they hadn’t felt comfortable bringing them in. I offered to reschedule their appointment for another day when their child would feel better, and they agreed. We ended up rescheduling their appointment for two weeks later so they could get some rest.”

If a patient was unhappy with the care they received, how would you handle the situation?

Patient service is an important part of the job, and employers want to know that you can handle challenging situations. When answering this question, it’s important to show empathy for the patient while also explaining how you would work with your team to resolve the situation.

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 clinic and explain our process for addressing complaints. If there were any ways we could improve our services, I would offer solutions or ideas for change. Finally, I would follow up with the patient after their appointment to ensure they were satisfied.”

What would you do if a patient complained about a doctor or nurse on staff?

This question can help interviewers understand how you handle conflict and address complaints. In your answer, try to show that you are willing to take responsibility for the actions of others on staff and that you will work with them to resolve any issues a patient has.

Example: “If a patient complained about a doctor or nurse, I would first listen to their concerns and apologize for the experience they had. Then, I would ask what we could do to make it right. If the issue was something we could fix, such as an appointment time or treatment plan, I would immediately contact the appropriate person to discuss the situation. If the complaint was more serious, such as medical malpractice, I would refer the patient to human resources so they could file a formal complaint.”

How well do you handle stress and pressure?

Patient services 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 working as a patient services representative, we were short-staffed one day. We had many patients who needed help right away. I took several deep breaths and then helped each person in line. By taking my time with each patient, I was able to provide them all with quality service.”

Do you have any experience managing a budget for a healthcare facility?

Interviewers may ask this question to learn more about your experience with financial management. As a patient services manager, you’ll be responsible for managing the budget of the facility and ensuring that it stays within its allocated funds. In your answer, explain how you would go about creating a budget for the healthcare facility and what steps you would take to ensure that the budget is managed effectively.

Example: “In my previous role as a patient services coordinator, I was responsible for monitoring the budget for the hospital. I created a spreadsheet where I tracked all incoming and outgoing expenses for the department. This helped me identify any areas where we could save money or spend more efficiently. For example, I noticed that our supplies were running low at the beginning of each month, so I started ordering more supplies at the end of each week instead of waiting until the end of the month.”

When interviewing potential candidates for a position, what is your process for determining if they are a good fit for the team?

An interviewer may ask this question to learn more about your hiring process and how you assess the skills, experience and personalities of potential employees. When answering this question, it can be helpful to describe a specific example of when you hired someone for a position in the past.

Example: “When interviewing candidates for a position, I first want to make sure they have the necessary qualifications for the job. For instance, if the role requires five years of customer service experience, I would look at their resume to see if they meet that requirement. Next, I like to get an idea of what type of personality they have by asking them questions about themselves and listening to their answers. If they seem friendly and enthusiastic, I know we might be able to work well together as a team.”

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

Customer service is an important aspect of any business, and patient services are no different. Employers ask this question to see if you have experience improving customer satisfaction ratings in the past. In your answer, share a few ideas that you think would help improve their current rating.

Example: “I’ve worked for several hospitals where we had low customer service ratings. One thing I did was create a survey for patients after they left our facilities. This allowed me to find out what areas we needed to improve on. For example, one hospital found that many patients were upset about long wait times. We then implemented more staff members to reduce wait times. Another hospital found that patients wanted better communication from front desk employees. We trained all employees on how to communicate with customers using active listening techniques.”

Describe your experience using scheduling software.

Patient services managers often use scheduling software to manage their departments. Employers ask this question to learn about your experience using these programs and how you would implement them in their company. In your answer, share what type of scheduling software you’ve used in the past and describe a time when it helped you with your job.

Example: “I have worked in healthcare for five years now, and I’ve used several different types of scheduling software during that time. My first job was at a small hospital where we only had one computer system. We used an Excel spreadsheet to schedule our patients, which wasn’t very efficient. When I moved to my current position, however, we started using a program called TimeSlice. This program is much more advanced than the one we used before, and it allows me to do many things like track patient wait times and see who’s available to work.”

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 personal qualities that make you an ideal candidate for the position.

Example: “I have five years of patient service management experience in a hospital setting, which is more than most applicants for this role. I am also certified in CPR and first aid, which means I can help with emergencies if they arise. My communication skills are another strength of mine, as I am able to speak clearly and calmly to patients who need support.”

Which industries do you have experience working in?

Employers ask this question to learn more about your background and experience. They want to know if you have any relevant experience working in healthcare, or if you are a recent graduate with no experience. When answering this question, it can be helpful to mention the industries you worked in and what skills you gained from those experiences.

Example: “I’ve worked in both retail and hospitality for most of my career. In these positions, I learned how to work well under pressure and manage many tasks at once. These skills helped me get into nursing school, where I was able to apply them again as a nurse’s aide.”

What do you think is the most important aspect of customer service?

Customer service is an important part of any job, but it’s especially crucial for a patient services manager. This question helps the interviewer determine how you prioritize customer service and what your philosophy is when it comes to providing excellent care to patients. Your answer should show that you understand the importance of this role and are willing to put in the effort to provide quality customer service to all patients.

Example: “I think the most important aspect of customer service is making sure that every patient feels like they’re being heard. I know that everyone has different needs, so I always make sure to listen carefully to each person who comes into the office. When someone tells me about their concerns or questions, I try my best to address them as thoroughly as possible.”

How often do you make recommendations for improvements to patient care or service?

This question can help interviewers understand how you approach your work and whether you’re a proactive or reactive employee. As a patient services manager, it’s important to be able to identify areas of improvement for the department and implement changes that benefit patients.

Example: “I believe in being proactive when it comes to my work. I always try to anticipate any issues before they arise so I can address them as soon as possible. For example, if I notice one of our receptionists is having trouble keeping up with her workload, I’ll offer to give her more training or hire another staff member to help her. This way, we can avoid inconveniencing patients by making them wait longer than necessary.”

There is a shortage of staff members, and you have more patients than usual. How do you handle this situation?

This question is an opportunity to show your problem-solving skills and ability to work under pressure. When answering this question, it can be helpful to describe a specific situation in which you had to manage multiple patients at once and how you handled the situation successfully.

Example: “In my previous role as patient services manager, I was responsible for managing all of our front desk staff members. One day, one of our employees called out sick, leaving me with only two employees working the front desk. This meant that we were short staffed by one employee, but still needed to provide excellent customer service to all of our patients. I decided to have one employee help patients while the other employee took care of tasks such as checking in new patients and filing paperwork.”