Tell me about a time when you had to deal with an upset or dissatisfied patient. How did you handle the situation?

INTERMEDIATE LEVEL

Sample answer to the question:

I once had a patient who was upset about the long wait time for their appointment. I apologized for the inconvenience and assured them that I would do my best to address the issue. I communicated with the healthcare provider to expedite the patient's appointment and kept the patient updated on the progress. I also offered the patient the option to reschedule their appointment if they preferred a different time. By being empathetic and proactive in resolving the issue, I was able to diffuse the patient's frustration and ensure their needs were met.

Here is a more solid answer:

I had a patient who was extremely dissatisfied with their billing statement. They were confused by the charges and felt they were being overcharged. I calmly listened to their concerns and assured them that I would investigate the issue. I reviewed their medical records and billing information, and discovered a clerical error that resulted in incorrect charges. I apologized for the mistake and took immediate steps to rectify the situation, including adjusting the charges and providing a detailed explanation of the corrected bill. I also offered to connect the patient with our financial counselor for further assistance. Through open communication and problem-solving, I was able to resolve the patient's concerns and restore their trust.

Why is this a more solid answer?

The solid answer provides a specific and detailed example of how the candidate handled a dissatisfied patient. It demonstrates effective communication skills by actively listening to the patient's concerns and taking proactive steps to investigate and resolve the issue. Additionally, the candidate showcases problem-solving skills by identifying and rectifying a clerical error. The answer could be further improved by highlighting the candidate's ability to maintain professionalism and confidentiality throughout the process.

An example of a exceptional answer:

During my time as a medical scheduler, I encountered a highly upset patient who had received incorrect test results. The patient was understandably distraught and demanded answers. I immediately assured the patient that I would address their concerns and facilitate a resolution. I contacted the healthcare provider and coordinated a meeting between the patient, the provider, and a medical expert to thoroughly review the test results and address any discrepancies. I also arranged for a second opinion from another specialist to ensure accuracy. Throughout this process, I communicated with the patient regularly, providing updates and empathetic support. In the end, we were able to identify an error in the initial interpretation of the test results, and the patient was provided with the correct diagnosis and treatment plan. By handling this situation with utmost professionalism, empathy, and a commitment to finding the truth, I was able to turn a difficult situation into a positive outcome for the patient.

Why is this an exceptional answer?

The exceptional answer goes above and beyond in showcasing the candidate's ability to handle a highly challenging situation with an upset patient. It highlights the candidate's critical thinking skills by coordinating a comprehensive review of the test results, including seeking a second opinion. The candidate also demonstrates excellent communication skills by providing regular updates and offering empathetic support to the patient. Furthermore, the answer emphasizes the candidate's commitment to delivering accurate and compassionate care. Overall, this answer showcases the candidate's ability to handle complex and difficult situations while prioritizing patient well-being.

How to prepare for this question:

Familiarize yourself with the medical scheduling software and EHR systems mentioned in the job description. Be prepared to discuss your experience and proficiency with these tools.

Think of a specific example from your past experience where you successfully handled an upset or dissatisfied patient. Prepare the details of the situation, the actions you took to address the issue, and the outcome of your efforts.

Reflect on your communication and problem-solving skills. Consider situations where you effectively communicated with patients and colleagues and resolved challenging issues.

Highlight your ability to maintain confidentiality and handle sensitive patient information with discretion. Discuss any experience or measures you have taken to uphold patient privacy and comply with HIPAA regulations.

Practice answering the question in a clear and concise manner, focusing on the evaluation areas mentioned in the job description. Use specific examples and emphasize your ability to multitask, prioritize, and adapt in a dynamic medical environment.

What are interviewers evaluating with this question?