Interview Questions - Online Campus Login at · Program-specific Interview Questions ... Medical Office Billing Specialist ... security of patient’s personal health information.

Interview Questions

2 Interview Questions CR Updated: 12.17.14

Contents Program-specific Interview Questions .......................................................................................................... 3

Pharm Tech Diploma ................................................................................................................................. 3

Medical Billing and Coding Diploma ......................................................................................................... 4

Health Care Management Diploma .......................................................................................................... 6

Health Care Management-HealthPort (CAD) ............................................................................................ 7

Health Information Technologies ............................................................................................................. 8

Medical Administration Assistant ............................................................................................................. 9

Medical Office Billing Specialist .............................................................................................................. 11

Situational & Behavioral Questions: ........................................................................................................... 13

Scorecard Questions: .................................................................................................................................. 14

JOB RESPONSIBILITES .............................................................................................................................. 14

ACCOMPLISHMENTS/SUCCESS FACTORS ................................................................................................ 14

INTERPERSONAL COMMUNICATION ...................................................................................................... 15


Program-specific Interview Questions

Pharm Tech Diploma

1. What about this position interested you the most and why do you think you would be a good fit? The graduate should tie in what they love about their chosen career. Graduate should also highlight future growth with this employer and showcase why they should be hired for this position.

2. How do you handle stress and a fast paced environment? Many pharmacies are very, very busy with the phones ringing, a line of customers, and a slew of incoming faxes. The graduate should be confident in their response and ensure the employer they can handle one thing at a time and deliver quality at a fast-paced speed.

3. Tell me about a time you encountered a difficult or irate customer. Describe the situation and how you assisted. The graduate should share a realistic example and discuss how he/she remained calm and ended up resolving the customer’s needs in a timely manner.

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4. Describe how a prescription is filled for a patient? The process begins with receiving the prescription and understanding it correctly. Then the necessary ingredients are obtained and mixed accordingly in proper proportions and containers. Tags are also highly technical and require expertise. It is then given to the licensed pharmacist for inspection before being handed to the patient.

5. A customer comes in to fill two prescriptions, and you notice a possible drug interaction. How would you handle this situation? a) Verify it is a drug interaction. b) Verify if the prescriptions are from the same doctor. c) If it is a drug interaction and from the same doctor, ask the patient if the doctor wants the

patient to take the two drugs together. d) Inform the pharmacist of the drug interaction and patient’s comments, and ask if the doctor

needs to be called. e) If the two drugs are from different doctors, then inform the pharmacist and upon

pharmacist approval, call the primary doctor (or one of the doctors) to determine if the patient requires both drugs.

6. If you could choose to be any drug which drug would you choose? This is a psychological question. It is a question on Walgreens interview questions. Answer:

Antibiotic, Coumadin, Liptor (the graduate should not mention any anti-depressants or class II

narcotics, pain pills)


Medical Billing and Coding Diploma


2. How would you use claim form UB04? For inpatient

3. How would you use claim form CMS 1500? Used by outpatient providers such as physicians, radiologists and other non-institutional providers.

4. What is the difference between an HMO and a PPO? HMO is made up networks of hospitals and doctors that require members to use them and then pay a copay or small percentage for services. If they go outside the network for services the patient has to pay the full amount of the costs. PPO also has networks but the patient can use hospitals and doctors outside the network and pay a larger percent of the cost.

5. What can you tell me about Medicaid insurance? Medicaid is insurance for the indigent population; pregnant women and children.

6. What can you tell me about Tricare insurance? Tricare is insurance for military personnel and their families. The military member is the sponsor.

7. What is ICD-9? What can you tell me about ICD-10? More specific codes for diseases; more digits up to 7; codes will all start with a letter

8. Code these for me: Benign Hypertension ________ 401.1 Diabetes ____________ 250.00 Well Child Visit __________ V20.0 Common Cold _________ 460 Allergies _________ 477.9 Routine Physical ________ V70.0

9. What is HIPAA and how would it relate to this job? Health Insurance Portability and Accountability Act – regulations set to ensure the privacy and security of patient’s personal health information.


10. What is your understanding of the super bill and how is it used?

Each superbill must be signed by rendering provider of service. Superbill without a signature cannot be processed by medical biller. By signing the document the healthcare provider is acknowledging the services rendered and confirming that information on superbill is permitted to be sent to insurance company by medical biller. All required fields should be completed (with the exception of those that are considered optional). CPT and ICD-9 codes should be marked clearly.

11. What is the difference between an RA and an EOB? In using a Remittance Advice or EOB are you able to determine the Allowed Amount and Paid Amount in which the physician receives? RA=Remittance Advice: An electronic report received from the insurance company giving an explanation of how payment is dispersed among the patients. EOB- Explanation of Benefits: A paper report received from the insurance company giving an explanation of how payments are dispersed among the patients. On both an EOB and an RA the information received from the insurance company is as follows. Who is the payer, claim number, provider Id number, RA amount or EOB check amount, Insured Id number, Patient name, the billed amount, Allowed amount, Deductible, copay, coinsurance, patient responsibility, amount the provider was paid, and denial codes.

12. What type of EHR/EMR software are you familiar with? Students/graduates should highlight experience using one of the products in the Marketplace – ex: Greenway/PrimeSUITE, Emma, etc


Health Care Management Diploma

1. What about this position interested you the most and why do you think you would be a good fit? The graduate should tie in what they love about their chosen career. Attributes of a graduate seeking the Healthcare Management Program:

o Problem solving and decision making skills o A willingness to work cohesively and communicate with a team

o A respect for diversity o Have effective communication and writing skills o Passionate about serving the needs of customers o Have or willing to obtain time management skills

2. What skills do you have that would be transferable to performing duties within HCM?

Healthcare Management requires technical skills to complete daily work on a computer with the knowledge of Microsoft Office applications to include Word, Excel, Power point and sometimes Publisher. These are some of the basic technical skills required to which will support letters, contracts, reports, and invoices that are required in the everyday business of the healthcare operations.

3. As a manager or supervisor, one of your jobs is to provide direction and leadership for a work unit. Describe how you have accomplished this in the past (or would handle in the future). Graduate should focus on the core of leadership and how it is applied (to motivate, inspire, train, delegate, evaluate, coordinate, budgets, critical thinking, etc.)

4. If you have not managed people/process before, share with us how your previous experience or education will qualify you for a management position? Managed personal finances, family life, volunteer work, etc.

5. What are the most important issues emerging in Healthcare Management?

Consumer use of mobile and EHealth technologies: The importance of social media when coupled with mobile technology which will be used as a tool and patient engagement and shared decision-making. The Market Place: Affordable Care Act, On March 23, 2010, President Obama signed the Patient Protection and Affordable Care Act (ACA) into law. The enactment of the Affordable Care Act begins to shift our health system from one that focuses on treating the sick to one that focuses on keeping people healthy. *Please ensure students don’t use term “Obamacare”


Health Care Management-HealthPort (CAD)

1. What does the role ROI stand for and are you aware of what the position consists of? Release of Information Specialist and it involves processing, fulfilling and tracking requests for medical records.


3. Tell me about a time when you worked with medical records in the office. Graduate should be proficient in paper and electronic record keeping; cite example of an EMR he/she used; cite importance of maintaining patient confidentiality and privacy.

4. Claims processing can be submitted digitally or manually. Which would require the least amount of time and why? The digital process consists of capturing the claims data and routing it electronically through an automated approval process. It is all captured in a single repository for faster turnaround time. Claims are adjudicated for reimbursement in as little as 15 days for clean claims. The manual release of a claim includes the process of preparing the HCFA-1500 form and entering all patient demographics, ICD9, CPT-4 and provider information. This can be electronically printed on the paper HCFA form and mailed to the payer for reimbursement however the average turnaround time for receiving payments is 5-7 weeks. The manual process has printing,

postage, delivery envelopes and staff costs associated.

5. With 5 being advanced and 1 being beginner, how would you rate your skills in data entry? 3 and up (intermediate or better)

6. With 5 being advanced and 1 being beginner, how would you rate your computer skills? 3 and up (intermediate or better)

7. What about this position interested you the most and why do you think you would be a good fit? The graduate should tie in what they love about their chosen career.

8. If I interviewed your colleagues or previous Supervisors, name 3 characteristics they would share regarding how you work. Student should identify traits such as being a team player, attentive to detail, and quick-learner.


Health Information Technologies

1. Tell me about a time when you worked with medical records in the office. Graduate should be proficient in paper and electronic record keeping; cite example of an EMR he/she used; cite importance of maintaining patient confidentiality and privacy.

2. What about this position interested you the most and why do you think you would be a good fit? The graduate should discuss why they chose the HIT profession and what they hope to gain

3. What skills do you have that would be transferable to performing duties within HIT? The graduate should be trained and educated, able to communicate and write clearly, be organized and detail-oriented, comfortable using Microsoft Office suite, and have strong problem-solving and decision-making skills.

4. What type of EMR/EHR software do you have experience using? Students/graduates should highlight experience using one of the products in the Marketplace – ex: Greenway/PrimeSUITE, Emma, etc.


Medical Administration Assistant


2. What skills do you have that would be transferable to performing duties as a MAA?

The graduate should discuss the importance of being well organized, be a team player, be adaptable to changing technology and be proficient with computer technology and medical software have advanced problem solving skills, be attentive to detail and have discretion since they must ensure privacy and confidentiality of patient information at all times

3. How do you document patient information? The graduate should share that he/she is proficient in paper and electronic documentation.

4. There are 4 parts to Medicare. Share the responsibilities of each. Medicare Part A – hospital services Medicare Part B – doctor services Medicare Part C – Medicare Advantage or Medicare HMO Plans Medicare Part D – Prescription drug coverage

5. What is the difference between an HMO and a PPO, and when would you use each? HMO is made up networks of hospitals and doctors that require members to use them and then pay a copay or small percentage for services. If they go outside the network for services the patient has to pay the full amount of the costs. PPO also has networks but the patient can use hospitals and doctors outside the network and pay a larger percent of the cost.


7. What is your understanding of the super bill and how is it used? Each superbill must be signed by rendering provider of service. Superbill without a signature cannot be processed by medical biller. By signing the document the healthcare provider is acknowledging the services rendered and confirming that information on superbill is permitted to be sent to insurance company by medical biller. All required fields should be completed (with the exception of those that are considered optional). CPT and ICD-9 codes should be marked clearly.


8. What is the difference between an RA and an EOB? In using a Remittance Advice or EOB are

you able to determine the Allowed Amount and Paid Amount in which the physician receives? RA=Remittance Advice: An electronic report received from the insurance company giving an explanation of how payment is dispersed among the patients. EOB- Explanation of Benefits: A paper report received from the insurance company giving an explanation of how payments are dispersed among the patients. On both an EOB and an RA the information received from the insurance company is as follows. Who is the payer, claim number, provider Id number, RA amount or EOB check amount, Insured Id number, Patient name, the billed amount, Allowed amount, Deductible, copay, coinsurance, patient responsibility, amount the provider was paid, and denial codes.

9. What type of EMR/EHR software do you have experience using? Students/graduates should highlight experience using one of the products in the Marketplace –

ex: Greenway/PrimeSUITE, Emma, etc.


Medical Office Billing Specialist


2. What does the acronym cc mean in regards to billing medical services? Clean Claim. A clean claim has no defect, impropriety or special circumstance, including incomplete documentation that delays timely payment. A provider submits a clean claim by providing the required data elements on the standard claims forms, along with any attachments and additional elements, or revisions to data elements, attachments and additional elements, of which the provider has knowledge.

3. What are some differences and similarities between ICD-9 and ICD-10? ICD-10 More specific codes for diseases; more digits up to 7; codes will all start with a letter

4. There are 4 parts to Medicare. Share the responsibilities of each. Medicare Part A – hospital services Medicare Part B – doctor services Medicare Part C – Medicare Advantage or Medicare HMO Plans Medicare Part D – Prescription drug coverage

5. What can you tell me about Medicaid insurance? Medicaid is insurance for the indigent population; pregnant women and children

6. What can you tell me about Tricare insurance? Tricare is insurance for military personnel and their families. The military member is the sponsor.

7. What is your knowledge of coding? Student can cite some knowledge from UMA education, if applicable.

8. What is your understanding of the super bill and how is it used? Each superbill must be signed by rendering provider of service. Superbill without a signature cannot be processed by medical biller. By signing the document the healthcare provider is acknowledging the services rendered and confirming that information on superbill is permitted to be sent to insurance company by medical biller. All required fields should be completed (with the exception of those that are considered optional). CPT and ICD-9 codes should be marked clearly.


9. What is the difference between an RA and an EOB? In using a Remittance Advice or EOB are

you able to determine the Allowed Amount and Paid Amount in which the physician receives? RA=Remittance Advice: An electronic report received from the insurance company giving an explanation of how payment is dispersed among the patients. EOB- Explanation of Benefits: A paper report received from the insurance company giving an explanation of how payments are dispersed among the patients. On both an EOB and an RA the information received from the insurance company is as follows. Who is the payer, claim number, provider Id number, RA amount or EOB check amount, Insured Id number, Patient name, the billed amount, Allowed amount, Deductible, copay, coinsurance, patient responsibility, amount the provider was paid, and denial codes.

10. What type of EMR/EHR software do you have experience using? Students/graduates should highlight experience using one of the products in the Marketplace –

ex: Greenway/PrimeSUITE, Emma, etc.


Situational & Behavioral Questions:

1. Phartech: A customer comes in to fill two prescriptions, and you notice a possible drug interaction. How would you handle this situation?

a. Verify it is a drug interaction. b. Verify if the prescriptions are from the same doctor. c. If it is a drug interaction and from the same doctor, ask the patient if the doctor wants

the patient to take the two drugs together. d. Inform the pharmacist of the drug interaction and patient’s comments, and ask if the

doctor needs to be called. e. If the two drugs are from different doctors, then inform the pharmacist and upon

pharmacist approval, call the primary doctor (or one of the doctors) to determine if the patient requires both drugs.

2. You are the front desk receptionist and you observed Lisa’s medical record showing she is

pregnant. You and her mother, Rebecca, are friends outside of work. When you see Rebecca in the mall, should you congratulate her on the pregnancy news? Why or why not?

a. No you should not. Per HIPAA Compliance, you must maintain patient confidentiality.

3. You are working in a medical office and decide to get up to take a break. When you come back to your desk, your co-worker is sitting at your computer browsing the internet. What did you do wrong?

a. You should have locked, or turned your computer off. Per HIPAA Compliance, you must maintain patient confidentiality.

4. Give an example of a situation when you had to resolve a conflict with an angry patient or

frustrated customer while providing care. What did you do? a. Apologize for any inconvenience, maintain a calm tone, and ensure the patient that they

are a priority and the issue will be resolved shortly.

5. Give me an example of a time when you were able to communicate successfully with another person on a specific task, even when you had different views on how to complete the task.

a. Understand that you may have different opinions with your coworkers, listen to all points of view and come to a conclusion of what is best for the patient or business needs rather than personal.

6. HCM: What would you do if the work of a subordinate or team member was not up to

expectations? a. Be honest, offer coaching and a solution of how to improve, and make sure that they

have clear expectations moving forward.


Scorecard Questions:

Tell me about yourself? As the interviewer you want to know about their professional self – not their personal life.

You should hear the Graduate utilizing their resume and drawing from that information.

i.e. “I’ve been working in customer service/healthcare/ administration, etc., and realized that

medical administration would be a great career for me so I went back to school and I’m so

excited to be here for this opportunity.”

It’s background, education and how excited you are to have this opportunity.

JOB RESPONSIBILITES Tell me about how your current/past responsibilities qualify you for this role? The goal of this question is to discover see if they can communicate those activities to you as a future

employer.

Ensure graduate can discuss tasks/responsibilities listed on the resume.

Highlight transferable skills – leadership, administrative, etc.

You should hear confidence in their response.

See if they have the ability to clearly communicate their tasks.

As a future employer, communication is important when working in a medical field and

understand their responsibility with your company.

ACCOMPLISHMENTS/SUCCESS FACTORS What is your greatest strength and weakness? How will this characteristic assist you in successfully

performing in this role?

Strength: The Graduate should be focused on at least two key strengths in their current or previous

position. You should hear things that make the candidate stand out, and the reasons behind their

strengths.

Organized, reliable, task oriented, analytical, team player, proactive, etc.

i.e. “I’m proactive. Whenever I finish my work, I always ask for additional work to do and offer to

help others in any way that I can.”

The Graduate should not provide a laundry list of positive qualities, without explaining what that

means to the employer.

Weakness: As the Interviewer your Graduate should NEVER say they do not have any weaknesses.

Everyone has areas they can improve on, but they do need to explain their weakness and how it could

be developed into strength.

i.e. “I’m a perfectionist. I always strive for completeness and accuracy in everything I do. I

realize, though, that no one is perfect, but I strive to do exceptional work.”


Give me an example of a time when you exceeded expectations in a current/previous role. The Graduate should be able to identify how their previous work was measured. What type of

expectations did their employer have in the position?

You want to hear the student identify the expectations and show you how they focused and

excelled in the role.

Tell me about a challenge you faced on the job. What did you do to overcome this obstacle? As the Interviewer your Graduate should NEVER say they do not have any weaknesses. Everyone has

areas they can improve on, but they do need to explain their weakness and how it could be developed

into a strength.

Ensure graduate is able to highlight that they are resilient, that they are coach-able, willing to

learn, adaptable, etc.

INTERPERSONAL COMMUNICATION (Supervisor Role) If you were a Supervisor, what qualities would you be looking for in an employee? (Non-Supervisory Role) Describe how you contributed to a team and met expectations in a current/previous role? You are looking to for confidence in this response. Who knows you better than yourself!?

Does the Graduate point out impactful traits to the employer?

Are they professional with their response?

Does the Graduate mention they are reliable, team player, responsible, detailed oriented, etc.?

Have you ever gone out of your way to help a customer? What did you do to go above and beyond

their expectations?

The answer to this question should be clear and answered with enthusiasm.

Use the SAR technique: Situation, Action, Result

The graduate should be able to tell the story by giving you the situation, what action they took to help the customer and the result that came out of their efforts to go beyond the customer’s expectation.

(Refresher Mocks Only) What is your knowledge of this company? What do you know about the

position you are interviewing for?

Ensure graduate has researched company and can highlight role and responsibilities (mission statement, duties of role, etc.)

Ensure they are aware of the salary range expectations for the starting position (salary.com)

What hourly/salary rate are you expecting for this position? As the employer, you know the salary allotted for this position. The goal is to hear if the student has any

idea of what this position pays and if they care.


Never negotiate during an interview

i.e. “I know that you will be fair based on my knowledge and experience.”

If you are offered the job, negotiation can be done

If you are offered the job, time off or schedule preferences should also be addressed

Where do you see yourself in 3 years? Even though it’s good for the Graduate to demonstrate ambition, it’s very important they demonstrate

their interest in the position and company you are interviewing for now. You are looking to hire people

who are interested in working for your company

i.e. “I want to be with a company that I can grow with.”

i.e. “I would like to enhance my knowledge and become a ______.”

i.e. “I would like my passion and knowledge to be passed onto others and grow the next generation’s interest in this industry.”

Why should I hire you? This is the Graduates opportunity to tell you why they will be a great match for the company. The

answer should be short, professional, passionate, and practiced.

Are they referencing what they have learned in past jobs or during school?

i.e. “I have the administrative/customer service/healthcare experience and the education. I am

energetic, detailed, and I’m committed to start my career in the medical field with this

opportunity.”

i.e. “I have a positive work attitude, I like to interact with people especially when there is the

need to solve a problem. I am highly self-motivated and very teachable. Moreover I am a fast

learner and eager to learn new things.”

i.e. “I am not just looking for a job; I am looking for a future. I will be an asset to the ____ role.

Do you have any questions for me? (Write down the questions) Did the Graduate do their homework? Did they research the company? (Website, blogs, Facebook, Twitter, etc.)

You should hear questions like:

Will I be working with a team or by myself?

What are some of the common challenges a new hire like me would face over the next three months?

What software will I be using in this position? i.e. “Microsoft office, your own program, or Med

iSOFT?”

Will more offices be opening in the near future?

How do you measure excellence in the job?

Can you tell me more about the training process?

Based on everything we’ve discussed today is there any reason why you wouldn’t hire me?

(address any concerns)


When can I start? (Ask for the position)

If the Graduate did not ask any questions, it shows lack of interest and desire to be considered

for the position.

Interview Questions - Online Campus Login at · Program-specific Interview Questions ... Medical Office Billing Specialist ... security of patient’s personal health information.

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