Top 20 Interview Questions & Answers for Patient Service Representative Roles – 2021

Are you preparing for an interview for a patient service representative role? Below are some essential questions and answers that can help you showcase your customer service skills, communication abilities, and knowledge of the healthcare industry. These questions cover a wide range of topics, from handling difficult situations to working with electronic medical records, to help you impress potential employers.

General Questions

• 1. Tell me about your experience working in customer service.
  I have been working in customer service for the past 5 years, mostly in retail settings. I have a passion for helping others and providing exceptional customer service. I have experience handling a high volume of inquiries, managing difficult customers, and handling confidential information.
• 2. How familiar are you with the healthcare industry?
  While I do not have direct experience working in the healthcare industry, I have always had a strong interest in it. I have researched and familiarized myself with various medical terminology and procedures, and I am confident in my ability to learn and adapt quickly in this field.
• 3. Why do you want to work as a patient service representative?
  I believe that good healthcare relies not only on the medical treatment but also on the overall patient experience. I see the role of a patient service representative as crucial in providing support and ensuring a positive experience for patients. I am excited to be a part of such an important and fulfilling role.
• 4. Describe how you handle stressful situations.
  In stressful situations, I stay calm and focused. I prioritize tasks, listen actively to the concerns of others, and communicate clearly and effectively. I am also able to use my problem-solving skills to find a solution and make appropriate decisions.
• 5. Have you worked with electronic medical records before?
  Yes, I have experience working with electronic medical records in my previous role at a retail pharmacy. I am trained in using various software systems and am comfortable navigating and inputting data into EMRs.

Behavioral Questions

• 6. Describe a time when you had to handle a difficult customer.
  In my previous role, I had a customer who was unhappy with the service she received. I listened to her concerns, empathized with her situation, and offered a solution that met her needs. By remaining calm and understanding, I was able to turn a potentially negative experience into a positive one for the customer.
• 7. How do you prioritize your work when faced with multiple tasks?
  When I have multiple tasks to complete, I first assess the urgency and importance of each task. I then prioritize and plan my work accordingly. If necessary, I will communicate with my team to ensure that we are all on the same page and working towards completing our tasks efficiently.
• 8. Give an example of a time when you had to think outside the box to solve a problem.
  In my previous role, we had a sudden spike in customer inquiries that exceeded our team's capacity. Instead of working longer hours, I suggested implementing a chatbot to handle frequently asked questions. This solution not only freed up our time for more complex tasks but also improved our response time to customers.
• 9. Describe a time when you had to maintain confidentiality in the workplace.
  In my previous job in retail, we were required to handle sensitive customer information, such as credit card numbers and medical prescriptions. I followed company protocols and ensured that this information was kept confidential and securely stored at all times.
• 10. Share an experience where you had to handle a high volume of inquiries in a fast-paced environment.
  In my previous role, I worked at a busy customer service desk during the holiday season. I had to handle an average of 30 inquiries per hour while maintaining a positive and professional attitude. With effective time management and communication skills, I was able to successfully handle each inquiry and provide exceptional service to all customers.

Situational Questions

• 11. How would you handle a patient who is upset and demanding to speak to a doctor immediately?
  I would first listen actively to the patient's concerns and show empathy towards their situation. I would then reassure them that I will do my best to address their concerns and escalate the issue to a healthcare professional if necessary. If the patient is still upset, I would try to find a solution that meets their needs, such as providing them with more information about their appointment or offering them a private room to wait in.
• 12. What would you do if a patient's insurance was denied?
  In this situation, I would first verify the insurance information with the patient to ensure there were no errors. If the insurance was indeed denied, I would explain the situation to the patient and provide them with options, such as self-pay or setting up a payment plan. I would also advise them to contact their insurance provider for more information.
• 13. How would you handle a situation where a patient is dissatisfied with their treatment at the facility?
  I would listen carefully to the patient's concerns and apologize for any inconvenience they have experienced. I would then gather necessary information, such as the date and time of the appointment, and escalate the issue to the appropriate department for further investigation. It is important to show empathy and assure the patient that we take their concerns seriously and will work towards finding a resolution.
• 14. What would you do if a patient missed their appointment?
  I would first try to contact the patient through their preferred method of communication, whether it be phone or email. If the patient cannot be reached, I would make a note in their file and follow up with them during their next appointment. I would also discuss any applicable cancellation or no-show policies with the patient and document the missed appointment accordingly.
• 15. How would you handle a situation where a coworker is not following proper procedures?
  I would first approach the coworker privately and express my concerns. I would then offer to assist them in following the correct procedures and provide them with any necessary resources. If the issue persists, I would escalate it to a supervisor while maintaining professionalism and respect towards my coworker.

Technical Questions

• 16. Do you have any experience working with Electronic Health Records (EHRs)?
  Yes, I have experience working with EHRs in my previous role at a medical office. I am trained in using various software systems and am comfortable navigating and inputting data into EHRs.
• 17. Are you familiar with HIPAA regulations?
  Yes, I am familiar with HIPAA regulations and understand the importance of maintaining patient confidentiality. I have completed training on HIPAA compliance and am committed to following all guidelines to protect patient privacy.
• 18. How do you handle insurance verifications?
  I first verify the patient's insurance information with them and collect any necessary details. I then use our electronic systems to check the coverage and eligibility of the patient's insurance. If there are any discrepancies, I will escalate the issue to a supervisor for further investigation.
• 19. Do you have experience with medical billing and coding?
  No, I do not have direct experience with medical billing and coding, but I am familiar with the basics and am willing to learn more if necessary.
• 20. How do you ensure accurate record-keeping?
  I ensure accurate record-keeping by carefully reviewing and double-checking all patient information before inputting it into our systems. I also follow all relevant protocols and guidelines, such as using proper documentation and securely storing sensitive information.