17 Telephonic Nurse Case Manager Interview Questions and Answers

A telephonic nurse case manager is a registered nurse who provides care and support to patients over the phone. This may include answering questions about medications, scheduling appointments, and providing emotional support.

The job of a telephonic nurse case manager is to help patients navigate the healthcare system and ensure they receive the care they need. In order to be successful in this role, you must be an excellent communicator and have a strong knowledge of the healthcare system.

If you’re a registered nurse looking for a new opportunity, a telephonic nurse case manager job may be a good fit for you. In this guide, we’ll provide an overview of the job, including the duties, skills, and qualifications you’ll need. We’ll also share some telephonic nurse case manager interview questions and answers to help you prepare for your interview.

Are you comfortable working with patients who have a variety of different conditions?

As a telephonic nurse case manager, you may need to work with patients who have different conditions and illnesses. The interviewer wants to know if you can handle working with people of all ages and backgrounds. Use your answer to highlight your interpersonal skills and ability to communicate effectively with others.

Example: “I am comfortable working with patients of all ages and backgrounds. In my previous role as a registered nurse, I worked in the emergency room where we had patients of all types. Some were young children while others were elderly adults. I learned how to interact with them in a way that made them feel comfortable. I also developed communication techniques that helped me get information from them more efficiently.”

What are some of the most important qualities for a telephonic nurse case manager to have?

This question can help the interviewer determine if you have the necessary 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 the job description.

Example: “The most important quality for a telephonic nurse case manager is excellent communication skills. You need to be able to listen carefully to what patients are saying and ask questions when needed. I also think empathy is an important skill because you’re often helping people who are going through difficult situations. Finally, patience is key because there may be times where you spend quite a bit of time on the phone with a patient or family member.”

How would you handle a situation where a patient is refusing to follow your care plan recommendations?

As a telephonic nurse case manager, you may encounter patients who are not willing to follow your recommendations. The interviewer wants to know how you would handle such situations and ensure that the patient follows through with their treatment plan. In your answer, demonstrate your ability to remain calm under pressure and use effective communication skills to convince the patient to comply with your instructions.

Example: “I have encountered this situation in my previous role as a telephonic nurse case manager. When I first started working at the hospital, I had a patient who was refusing to take his medication. I spoke to him calmly and explained why it is important for him to continue taking his medications. He eventually agreed to start taking his medications again.”

What is your process for keeping all of your patients’ information organized and accessible?

As a telephonic nurse case manager, you will likely be responsible for managing the care of many patients at once. The interviewer wants to know how you plan to keep track of all their information and ensure that you are providing each patient with the best possible care. Your answer should show your ability to organize and prioritize tasks effectively.

Example: “I use an electronic medical record system that allows me to access my patients’ records from any computer or mobile device. This is especially helpful when I am on call overnight and need to check in on one of my patients who may have had a sudden change in condition. I also find it useful to create folders within the system for each individual patient so that I can separate important documents and notes by person.”

Provide an example of a time when you helped a patient who was feeling depressed to feel better.

As a telephonic nurse case manager, you may be responsible for helping patients who are feeling depressed. Employers ask this question to make sure that you have experience with this and can handle it well. In your answer, explain how you helped the patient feel better. Show them that you care about the emotional health of your patients.

Example: “I once had a patient who was feeling very depressed because she wasn’t able to get out of bed. She felt like her life was over and didn’t see any way forward. I talked to her about what she could do to help herself feel better. We made a plan together, and she started taking small steps toward getting better. After a few weeks, she was back at work and feeling much happier.”

If a patient is experiencing a severe condition, what is your process for contacting the patient’s primary care physician?

The interviewer may ask this question to assess your communication skills and ability to work with other healthcare professionals. In your answer, demonstrate that you can collaborate with others in the medical field and understand how important it is to maintain open lines of communication between all parties involved in a patient’s care.

Example: “If I notice any severe symptoms or changes in a patient’s condition, I will contact their primary care physician immediately. This allows them to monitor the situation and provide me with advice on how to proceed. If the patient has not yet established a relationship with a primary care physician, I will refer them to one of our preferred physicians so they can begin receiving treatment as soon as possible.”

What would you do if you were working with a patient who was experiencing a life-threatening condition and they suddenly stopped responding to your calls?

This question is a behavioral one that tests your problem-solving skills. It also shows the interviewer how you react to stressful situations and whether or not you can remain calm under pressure. In your answer, describe what steps you would take to ensure the patient’s safety and well-being.

Example: “If I were working with a patient who suddenly stopped responding to my calls, I would first try calling them back several times in case they had simply missed my call. If they still didn’t respond after five minutes, I would immediately alert my supervisor so they could help me assess the situation. After this, I would contact emergency services to send an ambulance to the patient’s location.”

How well do you understand the healthcare system’s billing procedures?

The interviewer may ask this question to assess your knowledge of the billing process and how you can help clients with their medical bills. Use examples from your experience to explain how you helped clients understand their bill, what steps you took to ensure they paid it on time or reduced their costs and how you communicated any changes in billing information to them.

Example: “In my previous role as a telephonic nurse case manager, I worked closely with patients to understand their insurance coverage and billing procedures. For example, one client had recently switched health plans but was unaware that she could no longer use her primary care physician for specialist referrals. She called me because she wanted to know why her claim was denied. I explained the new policy to her and guided her through the referral process so she could get reimbursed for her visit.”

Do you have experience working with patients who speak different languages?

If the facility you’re interviewing for serves a diverse population, employers may ask this question to make sure you have experience working with patients who speak different languages. In your answer, describe how you’ve used translation tools or resources in the past and what challenges you might face if you were hired into this role.

Example: “I worked at a hospital that served a large Spanish-speaking population, so I was required to learn some basic Spanish phrases. I also had access to an online translator tool that helped me communicate with patients when they didn’t understand my English. However, I would like to take additional language classes if I’m hired here because I’d like to improve my communication skills.”

When is it appropriate to refer a patient to a specialist?

As a nurse case manager, you must be able to recognize when patients need additional care from specialists. An interviewer may ask this question to assess your decision-making skills and ability to collaborate with other healthcare professionals. In your answer, explain the steps you take to refer patients to specialists.

Example: “I always encourage my patients to discuss any concerns they have about their treatment plan or progress with me. If I notice that a patient is not responding well to their current medication or treatment plan, I will recommend that they meet with a specialist for an evaluation. For example, if a patient has been taking antibiotics for two weeks but still seems ill, I would suggest they see a specialist to determine whether there is another cause of their illness.”

We want to improve our patient satisfaction rates. What would you do to improve our telephonic nurse case management process?

This question is an opportunity to show your problem-solving skills and how you can improve a process. When answering this question, it’s important to focus on the steps you would take to make improvements rather than what you would do if you were in charge of the entire department.

Example: “I would start by asking patients about their experience with our telephonic nurse case management team. I would also ask them for suggestions on how we could improve our service. I would then use that information to create a list of actionable items that I would present to my supervisor. From there, we would work together to prioritize the changes based on cost and impact.”

Describe your process for making sure that all of your patients’ information is up-to-date and accurate.

The interviewer will want to know that you have a system in place for keeping track of your patients’ information and ensuring it is always up-to-date. This shows the interviewer that you are organized, detail-oriented and committed to providing quality care to your patients.

Example: “I use an electronic medical record system that allows me to access all of my patients’ information from any computer or mobile device. I make sure to update their information at least once per week so that I can keep track of any changes or updates to their condition. If there are any changes to their medications or treatment plans, I immediately update their records so that other healthcare professionals who may be working with them can see the most recent information.”

What makes you the best candidate for this telephonic nurse case manager 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 all the skills and experiences that make you an ideal candidate for this role. Consider including any certifications or training you have in telephonic nurse case management.

Example: “I am passionate about helping others, which is why I became a registered nurse. In my previous position as a telephonic nurse case manager, I helped patients with chronic illnesses manage their symptoms so they could live healthier lives. My experience working with patients who are managing complex conditions makes me well-suited for this role.”

Which telephonic nurse case management software platforms have you used in the past?

This question can help the interviewer determine if you have experience using their company’s software. It can also show them that you are willing to learn new systems and adapt to different platforms. When answering this question, it can be beneficial to mention a few of the telephonic nurse case management software platforms you’ve used in the past.

Example: “I have worked with several telephonic nurse case management software platforms in my previous roles. I am most familiar with MediTouch, as I used it for three years at my last job. However, I have also used TeleHealthCare and HealthLink in the past.”

What do you think is the most important aspect of providing quality care to patients?

This question is an opportunity to show the interviewer that you value quality care and are willing to go above and beyond for your patients. When answering this question, it can be helpful to mention a specific example of how you helped a patient receive better care or improved their health outcomes.

Example: “I think the most important aspect of providing quality care is making sure my patients feel comfortable with me and know they can trust me. I always make sure to introduce myself to new patients and explain what I’m doing before I do it so they understand why I am performing certain procedures. This helps them feel more at ease and makes them more likely to follow through on treatment plans.”

How often do you think you should contact a patient to check on their progress?

This question can help the interviewer understand how you balance your workload and stay organized. Your answer should show that you know when to contact a patient and when it’s best to wait until they call you.

Example: “I think it’s important to check in with patients at least once every two weeks, but I also realize that some patients may need more frequent attention. If I notice that a patient hasn’t responded to my last message or if their situation changes, I will reach out to them sooner than two weeks. For example, if a patient is supposed to be taking medication twice daily and I haven’t heard from them for three days, I would definitely try to get in touch with them.”

There is a lot of information to process when starting a new case. How would you approach this task?

This question can help the interviewer understand how you prioritize your work and manage multiple tasks. Use examples from previous experience to show that you are organized, detail-oriented and able to handle a large workload.

Example: “I find it helpful to create an outline of all the information I need to gather about each patient’s case. This helps me organize my thoughts and keep track of important details as I go through the process of gathering information. In my last role, I would start by reading over the doctor’s notes on the patient’s file. Then, I would call the patient to introduce myself and ask them some basic questions about their medical history. After this, I would begin calling family members or other caregivers to get more detailed information.”