Top 20 Interview Questions & Answers for Hospital Clerk Roles – 2021

Preparing for a hospital clerk job interview? This guide provides a list of essential questions and answers that will help you showcase your customer service skills, organizational abilities, and familiarity with medical terminology. Whether you’re applying for a role in a small clinic or a large hospital, these questions cover all key areas of the job.

General Questions

1. Tell me about your previous experience in customer service roles.
Answer: In the past, I have worked as a customer service representative for a retail store and a call center. I have experience in handling phone calls, assisting customers with their inquiries and complaints, and providing exceptional service.

2. How do you handle difficult or upset clients/patients?
Answer: I approach difficult situations with patience and empathy. I listen attentively, address their concerns, and do my best to find a solution that satisfies them. If needed, I involve my supervisor or other team members to ensure the best possible outcome for the client/patient.

3. How do you prioritize and manage your tasks?
Answer: I use a daily to-do list to help me prioritize my tasks. I start with urgent or time-sensitive tasks and make sure to complete them before moving on to others. I also constantly reassess my list throughout the day to make sure I'm on track and fulfilling all my duties efficiently.

4. What are your strengths and weaknesses as a hospital clerk?
Answer: My strengths include excellent organizational skills, a strong attention to detail, and the ability to stay calm under pressure. I am always willing to learn and improve, so I would say my weakness is that I can sometimes be too critical of myself.

5. How do you maintain patient confidentiality in your work?
Answer: I understand the importance of patient confidentiality and take it very seriously. I follow all HIPAA regulations and procedures to ensure that patient information remains private and secure. I also use caution when discussing patient information with other staff members.

Behavioral Questions

6. Tell me about a time when you had to handle a difficult and demanding patient.
Answer: In my previous job, I had to deal with a patient who was very anxious and becoming increasingly agitated while waiting for her test results. I remained calm and empathetic while explaining the process to her and reassuring her that she was in good hands. By the end of our interaction, she was very grateful for my calming presence and thanked me for making her feel more at ease.

7. Can you give me an example of how you have gone above and beyond for a patient in the past?
Answer: There was a patient who was visiting our hospital from out of town. She expressed that she was feeling very homesick and missing her family. I took the time to sit and chat with her, offering her comfort and support. I even brought her some brochures of local attractions she could visit during her stay. She left our hospital feeling much better and even sent a thank-you card to express her gratitude for my kindness.

8. How have you handled a situation where you made a mistake?
Answer: While working in a busy clinic, I accidentally misplaced a patient's file, which caused a delay in their appointment. I immediately owned up to my mistake and informed my supervisor. I apologized to the patient and assured them that I would rectify the situation as quickly as possible. I also took steps to ensure that the same mistake would not happen again.

9. Describe a time when you had to handle a disagreement with a coworker or supervisor.
Answer: I once had a disagreement with a coworker regarding the best approach to handle a patient's issue. We both had different opinions, but we were able to have a respectful and open discussion, considering each other's perspectives. In the end, we found a mutually agreeable solution and were able to work together effectively.

10. Tell me about a time when you had to multitask to complete your tasks.
Answer: In my previous job, I was responsible for answering phone calls, scheduling appointments, and assisting patients at the front desk. During a particularly busy day, I had to juggle all these tasks while also handling a medical emergency. I remained calm under pressure and managed to prioritize my tasks effectively, ensuring that all the patients were taken care of and the emergency was dealt with promptly.

Situational Questions

11. If a patient comes in asking for urgent medical assistance, but you can see that they do not have an appointment, what would you do?
Answer: I would politely inform the patient that they do not have an existing appointment, but I would also let them know that I will check with the doctor to see if they can be seen. If the doctor is unavailable, I would suggest going to the nearest emergency room or scheduling an appointment for the next available time slot.

12. If you notice a coworker breaking a hospital policy, what would you do?
Answer: I would respectfully remind my coworker of the policy and explain why it is important to adhere to it. If the behavior continues, I would report it to my supervisor, following the proper protocol in place.

13. How would you handle a situation where a patient is upset with the amount they have to pay for their medical services?
Answer: I would first empathize with the patient and listen to their concerns. I would then explain the breakdown of the costs, referring them to any insurance coverage that may apply. If the patient still has difficulty paying, I would offer them information on payment plans or any financial assistance programs available.

14. If a coworker asks for your help with a task that you are not very familiar with, what would you do?
Answer: I would thank my coworker for asking for my assistance and assure them that I am willing to help in any way I can. I would then explain that I don't have much experience with the task and suggest that we work together to complete it. I would also take the opportunity to learn from my coworker so that I can better assist them in the future.

15. You have a tight deadline to finish a project, and a patient approaches you with a complaint. How do you handle this situation?
Answer: I would first apologize to the patient for keeping them waiting and thank them for bringing the issue to my attention. I would then ask them to provide me with some basic details and let them know that I will investigate the issue further and get back to them as soon as possible. If the issue requires immediate attention, I would excuse myself and find someone else who can help the patient while I continue working on the project.

Technical Questions

16. What is your experience with electronic medical records (EMR) systems?
Answer: In my previous job, I was responsible for maintaining and updating patient records using an EMR system. I am comfortable navigating and using various features of these systems, such as scheduling appointments, entering patient information, and updating insurance policies.

17. How familiar are you with medical terminology?
Answer: I have worked in the healthcare industry for several years and have become very familiar with common medical terms and abbreviations. I am always willing to learn new terminology and expand my knowledge to better serve patients and colleagues.

18. Have you ever had to process insurance claims?
Answer: Yes, in my previous job, I was responsible for processing medical insurance claims. I have experience verifying patient insurance coverage, completing claim forms, and communicating with insurance companies to resolve any issues that may arise.

19. Do you have experience handling medical records requests?
Answer: Yes, I have experience receiving and fulfilling medical records requests from patients, authorized third parties, and other medical facilities. I am familiar with the proper procedures for requesting, retrieving, and releasing medical records in compliance with HIPAA regulations.

20. How do you maintain accuracy when entering patient information into the system?
Answer: I understand the importance of accuracy when dealing with patient information. I always double-check the information I enter into the system to ensure it is correct before moving on to the next task. If I am unsure about something, I always ask for clarification from the patient or a supervisor.

Top 20 Interview Questions & Answers for Hospital Clerk Roles – 2021

General Questions

Behavioral Questions

Situational Questions

Technical Questions

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