Top 20 Interview Questions & Answers for Patient Services Coordinator Roles – 2021

Are you applying for a patient services coordinator position? In this role, you will be responsible for coordinating and managing healthcare services for patients. To excel in this position, you will need to have excellent communication, organizational, and problem-solving skills. To help you prepare for your interview, here are 20 up-to-date questions with simple answers for patient services coordinators in 2021.

General Questions

• 1. Tell me about your previous experience as a patient services coordinator.
  As a patient services coordinator, I have worked for two years at XYZ Hospital. My duties included coordinating appointments, managing patient records, and addressing any concerns or issues raised by patients. I have also implemented new processes that improved efficiency in patient scheduling and communication.
• 2. How familiar are you with medical terminology?
  I have a strong understanding of medical terminology and have used it extensively in my previous work experience. I have also attended training programs and seminars to expand my knowledge in this area.
• 3. How do you handle difficult or irate patients?
  I always maintain a calm and professional attitude when dealing with difficult or irate patients. I make sure to actively listen and address their concerns in a timely and effective manner. If needed, I involve my supervisor or other team members to find a resolution.
• 4. Can you tell me about a time when you had to deal with a sensitive or confidential issue?
  In my previous role, a patient's medical records were inadvertently shared with a family member. I immediately brought the issue to the attention of my supervisor and worked with our IT department to ensure that the records were secure. I also apologized to the patient and reassured them of our commitment to maintaining confidentiality.
• 5. How do you prioritize tasks and manage your time?
  I prioritize my tasks based on their urgency and importance. I also maintain a to-do list and use a calendar to plan my day and keep track of deadlines. I also regularly review my workload to ensure that I am managing my time efficiently and effectively.

Behavioral Questions

• 6. Tell me about a time when you had to handle a difficult patient complaint.
  At my previous job, a patient complained about the long wait time for their appointment. I remained calm and empathetic while actively listening to their concerns. I apologized for the inconvenience and offered to reschedule their appointment at a more convenient time. The patient appreciated my efforts and left satisfied.
• 7. Can you give an example of a time when you had to handle multiple tasks at once?
  In my previous role, I had to manage scheduling appointments, updating patient records, and answering phone calls simultaneously. To handle these tasks, I created a system to prioritize and organize my work. I also communicated effectively with my team to ensure that all tasks were completed on time.
• 8. Describe a time when you had to make a difficult decision regarding patient care.
  At my previous job, a patient was unable to afford their prescribed medication. As the patient services coordinator, I had to make the difficult decision to reach out to the patient's healthcare provider and negotiate a more affordable option. This decision ultimately helped the patient receive the necessary medication and improved their overall health.
• 9. Can you tell me about a time when you had to work independently?
  In my previous position, my supervisor was out of the office for a week, and I was responsible for overseeing the patient services department. I effectively managed all tasks and addressed any issues that arose. My supervisor commended me for my ability to work independently and maintain the department's operations without any disruptions.
• 10. How do you handle conflicts with coworkers or team members?
  I believe that communication is key in resolving conflicts. If there is an issue with a coworker or team member, I would approach them directly and calmly discuss the issue. I also listen to their perspective and work towards finding a solution that is beneficial for all parties involved.

Situational Questions

• 11. What would you do if a patient missed their appointment?
  If a patient missed their appointment, I would follow up and reschedule the appointment at the earliest available time slot. I would also assess the reason for the missed appointment and implement strategies to reduce no-shows in the future.
• 12. How would you handle a situation where a patient is unhappy with their treatment plan?
  I would first listen to the patient's concerns and gather information about their treatment plan. I would then discuss the issue with their healthcare provider and suggest any necessary changes or alternative options. I would also provide resources or support to the patient to help them understand and feel confident in their treatment plan.
• 13. How would you handle an upset family member of a patient?
  I would listen to their concerns and reassure them that their loved one is receiving the best care possible. I would also offer them resources, such as a patient advocate or support group, to help them cope with their emotions. If needed, I would involve their loved one's healthcare provider to address any concerns or issues.
• 14. What steps would you take if a patient needs to be transferred to another facility for specialized care?
  I would first inform the patient and their family of the need to transfer to another facility. I would coordinate with the receiving facility to ensure a smooth transition and arrange for transportation if necessary. I would also ensure that all medical records and information are transferred securely to the new facility to ensure continuity of care.
• 15. How would you handle a situation where a patient refuses to follow their treatment plan?
  I would first try to understand the reason for the patient's refusal and address any concerns or misunderstandings they may have. I would also involve their healthcare provider to discuss the importance of following the treatment plan and try to find a solution that is acceptable to the patient.

Technical Questions

• 16. What medical billing and coding knowledge do you have?
  I have a strong understanding of medical billing and coding and have years of experience using various coding systems, such as ICD-10 and CPT. I also stay updated on any changes or updates in coding guidelines to ensure accuracy in billing.
• 17. How familiar are you with insurance verification and authorization processes?
  I have experience verifying and authorizing insurance for patients. I am also familiar with different insurance plans and their coverage for various medical services. I also have experience in submitting claims and resolving any claim denials or issues.
• 18. How would you handle a patient who is unable to pay for their services?
  I would first inform the patient of their financial options, such as payment plans or financial assistance programs. I would then work with the billing department to adjust their bill, if possible, or explore other resources to help cover the cost of their services.
• 19. How familiar are you with HIPAA regulations and patient confidentiality?
  I have extensive knowledge of HIPAA regulations and have used them in my previous work experience. I always ensure that patient information is kept confidential and only shared with authorized individuals or entities.
• 20. What skills or qualifications do you have that make you a good fit for this position?
  I have excellent communication, organizational, and problem-solving skills that are essential for a patient services coordinator role. I am also familiar with medical terminology, insurance processes, and HIPAA regulations, which are vital for this position. I am confident that my skills and experience make me a suitable candidate for this position.