In a previous role, a patient was extremely upset due to a billing error. I listened carefully to their concerns, empathized with their frustration, and quickly escalated the issue to the billing department. I kept the patient updated throughout the resolution process, which took about two days. By maintaining clear communication and showing genuine concern, I was able to turn a potentially negative experience into a positive one, ensuring the patient felt heard and valued.

I prioritize tasks based on urgency and impact. I start by addressing any immediate patient needs or emergencies, followed by tasks that have a direct effect on patient care and satisfaction. I use tools like to-do lists and calendars to keep track of deadlines and appointments. Regular check-ins with my supervisor and team help me stay aligned with organizational goals and adjust priorities as needed.

I ensure accuracy by double-checking all patient information against their insurance cards and government-issued IDs. I also utilize the system's validation features to catch any errors automatically. Additionally, I follow a checklist to ensure all necessary fields are completed correctly. Regular training updates and staying informed about any changes in policies or systems also help maintain high accuracy levels.

I would first listen attentively to the patient's concerns without interrupting. I would then apologize for their unsatisfactory experience and assure them that their feedback is valuable. I would offer potential solutions or escalate the issue to a manager if needed. The goal is to resolve the issue promptly while ensuring the patient feels heard and respected, aiming to restore their confidence in the service.

In my previous role, I regularly handled insurance verification and authorization processes. I am familiar with various insurance plans and their requirements. I use the hospital's software to verify coverage details and ensure all necessary authorizations are in place before the patient's appointment. This proactive approach helps avoid billing issues and ensures a smooth patient experience.