Patient service representative job interview questions and answers

In preparation for a job interview for a patient services representative position, think about what you would say if you were asked the following questions.

What is your preferred method of communication with patients?

Communication skills are essential to this role, so you need to be personable and comfortable speaking with patients via phone or internet. You should explain why you prefer a certain method so the interviewer can get a sense of your personality and character.

Example answer: "I actually enjoy speaking with patients face-to-face. I find it easier to build rapport this way. However, if they are uncomfortable in-person, I have no issue communicating via phone or internet. I tend to prefer phone calls because I can multitask better, but I use them interchangeably so there's no chance of neglecting any patients."

What is the most important thing you do for patients?

Employers ask this question to see your ability to put a patient's needs first. It's important to be able to prioritize your responsibilities. In your answer, discuss the ways in which you think about the patient as your top priority and how you ensure their needs are met.

Example answer: "I believe it is my responsibility to make sure the patient has everything they need. Before talking to a patient about the service, or finding them one, I make sure they have the supplies they need and comfort them with a kind word. It's often that simple gesture that makes all the difference."

How do you handle a situation when a patient is not happy with a service you provide?

The goal of this question is to assess your customer service skills. A good answer should demonstrate an awareness of how to talk to customers with a calm tone. It should also show that you know how to handle situations where a patient is not happy with a service. An effective answer should cite an example from your professional life where you had this situation happen.

Example answer: "When patients are not happy with a service I provide, I always start by asking if I can help in any way. I look to be empathetic, but remain open to the patient's requests, if they have any. If I am unable to meet the patient's needs, then I explain that. I also take notes to ensure I can track this customer's feedback and have someone reach out to them to see how we can improve our services."

What is the most important thing a patient services representative does?

This question will be asked to see how well you understand the role of a patient services representative. Patients need emotional support as well as guidance, and this question will check whether you grasp the importance of both. Mention that patients shouldn’t be met with a cold and unfriendly attitude, but rather with kindness and compassion to create a warm and welcoming environment.

Example answer: "The most important thing I do is make sure patients feel comfortable and welcome. I have to create a comfortable physical space, but that’s not enough. Creating an emotional connection with patients is also important. Letting them know we care about them as a person is essential. On top of this, I explain the services offered, make appointments or help resolve payment issues."

What do you think are the biggest issues facing patients today?

This question is designed to assess your understanding of the problems patients encounter. As a patient services representative, it's important that you understand the problems you are attempting to solve and how your work helps your patients.

Example answer: "There are a lot of issues facing patients today but I believe that one of the biggest problems is the long wait for treatment. My patient, Mr. Smith was diagnosed with cancer four months ago. Since then, he hasn't had any treatment because he cannot find a treatment center that will take his insurance. The only solution for him is to pay out of pocket."

How do you make sure your patients are satisfied with your service?

Your answer should be about how you use your customer service skills to meet the needs of patients. It demonstrates how you go above and beyond to make a difference and how you can contribute to the business and help other employees.

Example answer: "If I notice that a patient is dissatisfied due to waiting, I explain what's happening and offer refreshments or something else to help them through their wait. I also use my experience to suggest services that we offer. For example, if they are dissatisfied with waiting time, I might suggest they enroll in our rewards program, which would make them eligible for discounts on our services. If they are dissatisfied with their care, I might suggest they schedule a follow-up appointment to talk with their doctor."

What do you do if you have a patient you are not able to help?

The answer to this question requires you to show your understanding of your duties as a patient services representative. You must be able to keep your emotions in check and remain professional. You should list the steps you take to resolve the situation so there is no confusion.

Example answer: "I have never had a case that I couldn't help. However, if a patient comes in and then does not come in for their follow-up appointment, that is the patient's fault, not the representative's. I would explain that it is crucial for the patient to continue coming in for treatment. If they fail to do so, there is nothing else that I can do."

What do you like about working in a hospital setting?

The hiring manager is measuring your work preferences. Your enthusiasm should come through in your answer. Mention which aspects of the hospital setting appeal to you and why they are important to you (i.e., new developments, opportunities to use your skills, etc.).

Example answer: "Working in a hospital setting means that I have the chance to explore new equipment and new technology. This is a great opportunity for me since I'm a huge tech geek. It also provides me with a chance to work with people who have had a variety of experiences. I like knowing that I am making a difference in their lives. In my last position, I was able to make a real difference."

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