Interview Etiquette
This is when you should arrive for an interview.
Ten to fifteen minutes before your scheduled interview.
How do you handle confidential patient information?
Must mention HIPAA
Give two strategies for HIPAA compliance
Ask the interviewer what their policy and procedures are
A patient is upset about the long wait time and becomes confrontational. How would you manage this situation?
Stay calm, listen actively, and validate the patient’s concerns.
Apologize sincerely for the delay and provide an estimated wait time.
Assure the patient the doctor will give them the same attention and care during their appt.
Offer options such as rescheduling or updating them periodically.
Alert the practice Manager discreetly if the situation escalates.
How do you manage a high volume of incoming calls while maintaining a high level of customer service?
Use a professional, friendly tone and prioritize calls by urgency
Take detailed messages and return calls promptly
Why do you think you will be a good fit for this position?
Must list at least 3 soft skills with direct examples of MOA duties
What should you wear to an interview?
Always dress professionally and conservatively, even if the workplace has a casual dress code. Business attire is usually the safest choice unless otherwise specified.
Do you have any medical billing and coding experience?
If yes, explain your experience.
If you are transitioning to a new career, talk about what you learned at Hunter Business School
A patient calls to schedule an appointment, but the doctor’s calendar is full. How would you handle this situation?
Offer the earliest available appointment and place them on a cancellation waitlist.
Check for openings with other providers in the practice (if applicable).
Inquire about the urgency, redirect to emergency care when warranted
Keep communication polite, informative, and empathetic.
How do you stay positive in stressful situations?
Focus on solutions instead of the problem.
Take short mental breaks when possible to reset.
Rely on teamwork and clear communication.
Practice gratitude and keep patient care at the forefront.
Remind myself of past successes in overcoming similar challenges.
What are your salary expectations for this role?
* Attempt to delay the conversation
* Ask for the salary band first
* Give your expected pay in a range
What should you bring with you to an interview?
Bring extra copies of your resume, a list of references, a notepad and pen, and any documents requested by the employer.
Medical Facilities get busy. How have you handled situations in which your tasks piled up more quickly than you anticipated?
Staying calm and organized is key in fast-paced medical offices.
Take a moment to prioritize what’s most urgent
I also break larger tasks into smaller steps so I can keep things moving
If needed, I communicate with my supervisor
A patient’s family member calls asking for medical information. How would you ensure HIPAA compliance in this situation?
**You must follow the practices protocols.
There must be a signed HIPAA release on file.
Even with a release, healthcare providers must verify the identity of the person on the phone to ensure they are authorized to receive the information.
While a release allows for sharing, providers should still exercise caution and only share information directly relevant to the patient's care or payment for care
Daily Double
Tell me about your strengths and weaknesses?
Point out your positive attributes related to the job.
Think of the soft skills needed to be successful employee.
an area where you genuinely need to improve but is not a deal breaker for the role you are applying for.
Include how you are working on overcoming your weakness
Describe a time when you had to learn a new EHR or billing software. How did you adapt?
Talk about learning new computer program or EHR for a role
Talk about 60 hour course at Hunter
Positive attitude, taking notes, watching youtube videos
Have you ever worked with someone with whom you struggled to communicate? If so, what was the obstacle and how did you overcome it? If not, how would you go about handling the situation.
Explain the situation
Prioritize communication, respect and professionalism
No drama in the workplace
A patient arrives for an appointment, and you discover their insurance has expired. What steps would you take?
Inform the patient privately and professionally.
Confirm if they have alternate or updated insurance.
Offer a self-pay option and provide an estimated cost.
Assist with rescheduling if they need time to resolve the issue.
Note the situation in their chart for billing follow-up.
How do you stay organized in your responsibilities at work?
Utilize EMR systems (like Accuro or Epic) for efficient scheduling and documentation.
Prioritize tasks using daily checklists and calendar reminders being mindful of HIPAA
Allocate specific time blocks for billing, calls, and patient interactions ect.
Regularly audit records and billing entries to avoid errors.
Reprioritize task midday
Create a to-do list
What did you learn at Hunter Business School?
Must have at least 5 detailed specific facts
Give two GOOD questions to ask during an interview that are not "the daily job duties?" "What is the training process like?" and "What is the next step in the hiring process?"
How is one evaluated in this position?
How might someone who performs well in this position advance?
In your opinion, what are the greatest challenges this organization faces in the next few years?
What are the organization's plans for future growth?
What characteristics does a successful person have at your organization?
How would you describe your organization's environment and management style?
Can you give an example of a time when you had to work under pressure?
How would you interact with an angry patient or customer? If so, how did you manage the situation? If not, how would you manage it?
Remain composed, actively listen, and avoid interrupting.
Acknowledge their frustration and express empathy.
De-escalate by calmly offering solutions or alternatives.
If necessary, involve a supervisor or nurse for support.
Yes, in previous roles I’ve de-escalated situations by focusing on respectful communication and timely resolution. Give Details
A patient calls upset because they believe they were overcharged for a visit. Walk me through how you would handle this situation."
listen to the patient’s concerns empathetically and assure them that you will review the bill in detail.
verify their account by comparing the services rendered with the charges, cross-checking the coding and insurance payments.
Explain their EOB (Explanation of Benefits)
Daily Double
Tell me about yourself? (Answer as if you are in an interview)
Employment history, soft/technical skills, education.