Patient service representatives are some of the first people your patients will speak to. As everyone knows, you only get one chance to make a first impression. Building an incredible service team is key to keeping your patients happy. Here are some of the key questions you can ask applicants to determine if they’re suited for the role.
Can you share a brief overview of your past experience and tell me how you think it will apply to this role?
This is a classic interview question – and for good reason. While you may get a general sense of your applicant’s experience from their resume, hearing how they describe their past work can help you understand them more fully. If the applicant has a patient service representative certification, this question is a great opportunity to dig into the things they learned during their studies.
Can you tell me about a time when paying attention to a small detail made a big difference?
Your patient service representatives will spend a lot of time interacting with your patients, and they’ll need to be listening closely for key details. When you ask this question, you’ll be evaluating their communication skills and their attention to detail. Both skills will be key as they assist your patients.
What questions do you have for us?
Curiosity is a key indicator of long-term success for customer-facing roles. You need team members who will find ways to connect with your patients. Asking great questions is an excellent way to build connections. That may mean asking clarifying questions when a patient voices their frustrations. It could also mean asking questions when new policies or care options are introduced.
Make note of the questions the candidate asks, and consider whether the questions are open-ended or close-ended. Are they asking a yes or no question to show that they did their research, or are they looking for more detailed information on the topic at hand? Do they ask follow-up questions? Do the questions follow each other logically? As you evaluate your candidates’ questions, keep these details in mind – they’ll help you make the final decision when it’s time to expand your team.
No time to interview new patient service representatives? Bandalier can help – contact us today.
