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Patient Services Manager Interview Questions

Describe a time when you had to manage a difficult employee in patient services. How did you handle the situation?

SENIOR LEVEL
Describe a time when you had to manage a difficult employee in patient services. How did you handle the situation?
Sample answer to the question:
One time, I had a difficult employee in patient services who consistently displayed a negative attitude towards their coworkers and patients. To handle the situation, I scheduled a meeting with the employee to discuss their behavior and understand their concerns. During the meeting, I provided specific examples of their negative behavior and explained how it was impacting the team and patient care. I also listened to their perspective and tried to empathize with their challenges. Together, we came up with a plan for improvement, which included regular check-ins to monitor progress. I offered additional training and resources to help address any skill gaps. Over time, the employee's attitude improved, and they became a valued member of the team.
Here is a more solid answer:
In my role as a Patient Services Manager, I encountered a challenging situation with an employee in patient services. This employee had a consistently negative attitude towards their coworkers and patients, which was affecting team morale and patient care. To address the situation, I took a proactive approach. I scheduled a one-on-one meeting with the employee, where I provided specific examples of their negative behavior and its impact. I made sure to listen empathetically to their concerns and challenges, showing them that their perspective was valued. Together, we developed a plan for improvement that included regular check-ins to monitor progress. I also offered additional training and resources to address any skill gaps. By investing time and effort in supporting this employee, their attitude gradually improved, and they eventually became a valued member of the team.
Why is this a more solid answer?
The solid answer expands on the basic answer by providing more specific details about the situation and the actions taken to manage the difficult employee. It also addresses the evaluation areas of leadership and team management, as well as communication and interpersonal skills. However, it could still benefit from more elaboration and examples to further showcase the candidate's abilities.
An example of a exceptional answer:
As a Patient Services Manager, I faced a challenging situation with a difficult employee in patient services. This employee consistently displayed a negative attitude towards their coworkers and patients, resulting in decreased team morale and compromised patient care. To address this issue, I adopted a comprehensive approach. Firstly, I arranged a private meeting with the employee to discuss their behavior, ensuring a safe and non-confrontational environment. During the meeting, I provided specific examples of their negative behavior, highlighting the impact on the team and patient experience. I actively listened to their concerns and empathized with their challenges to foster trust and collaboration. Together, we developed a personalized improvement plan, setting goals and timelines for change. I also ensured ongoing support by providing access to relevant training and resources tailored to their needs. Additionally, I scheduled regular check-ins to monitor progress and provide constructive feedback. By consistently reinforcing positive behaviors and acknowledging their efforts, the employee gradually transformed their attitude and behavior. Their renewed engagement and dedication positively influenced the entire team, enhancing team morale and patient satisfaction.
Why is this an exceptional answer?
The exceptional answer provides a detailed and comprehensive response to the question. It showcases the candidate's strong leadership and team management skills, as well as their excellent communication and interpersonal abilities. The answer also includes specific actions taken to address the difficult employee situation and highlights the impact of the candidate's efforts on team morale and patient care. Overall, this answer effectively demonstrates the candidate's expertise in managing difficult situations and aligns with the requirements of the job description.
How to prepare for this question:
  • Reflect on past experiences where you had to manage difficult employees and think about the specific actions you took to address the situation.
  • Consider the impact of your actions on team morale and patient care and be prepared to discuss the outcomes of your efforts.
  • Practice explaining your approach in a clear and concise manner, highlighting your leadership and interpersonal skills.
  • Review healthcare regulations and accreditation standards to ensure compliance and demonstrate your understanding during the interview.
  • Think about how you can emphasize your ability to develop and implement patient service programs to ensure a high standard of care and service.
  • Be prepared to provide examples of how you have effectively collaborated with other departments and managers to optimize patient care and operations.
What are interviewers evaluating with this question?
  • Leadership and team management
  • Communication and interpersonal skills

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