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Summary. Medical receptionist candidates should provide examples of responsibilities they have done to help show their experience. Interviewers should prepare to evaluate the candidates soft skills such as communication or multitasking skills to see which candidate is the best fit for the position.
The role of a medical receptionist is not for the faint of heart, but if you’re a people person and thrive in a busy and demanding work environment, you can find great success in this job, especially if you know the company culture is right for you.
But of course, that means polishing your resume and making a great first impression at your interview.
If you’re going to land your dream job as a medical receptionist, you’re going to need to set yourself apart from the other candidates. One of the best ways to do that is to walk into the interview feeling confident and fully prepared.
To help you prep for your interview, below are some sample interview questions and answers for a medical receptionist:
Key Takeaways:
During the interview, candidates should highlight your skills related to medical receptionist positions such as communication and multitasking skills.
Interviewers should review the candidates resume before the start of the interview to help come up questions specific to each candidate.
As the Candidate:
Highlight your Skills. Be sure to come up with examples of your hard and soft skills that relate to the job as medical receptionist. You should highlight your soft skills suck as communication, organization, and multitasking. Some other great skills you can highlight are problem-solving skills, time management, and technical skills.
Provide examples of previous responsibilities. The best way to show the interviewer your experience is to tell them about your previous experiences. Some common responsibilities include greeting and checking inpatients, maintaining and updating patients insurance, Evaluating all EOB's to insure accurate payment is received.
Practice interview questions. Reviewing and practicing your answers to common interview questions will help you be comfortable and confident in your answers. Review common interview questions as well as questions specific questions relating to medical receptionist positions.
As the Interviewer:
Review the candidates resume. Before the interview, be sure that you review the candidates resume to get a better understanding of what their skills and experiences are. This will also help you come up with questions that are specific to each candidate.
Prepare to evaluate soft skills. Soft skills such communication and empathy are important in the role of medical receptionist. Be sure that you are ready to evaluate and look out for those skills from the candidates during the interview.
Set expectations. Be clear about the expectations and responsibilities for the position. This includes giving the candidates a realistic understanding of what is expected of them in the position.
To help you prepare for your interview, we have put together 20 common medical receptionist interview questions and example answers.
Tell me about yourself
This is a common interview question typically asked at the beginning of an interview to help break the ice. It is also asked to help the interviewer get to know you more. You should highlight your skills and qualifications and how they relate to the position in your answer. If you add any personal details, try to relate it back to the position.
Example Answer:
I am a highly organized and detail-oriented individual with five years of experience working in customer service and administration. In my last role, I improved on my communication skills and my ability to work under pressure. I am proficient in using electronic medical records and scheduling software. I am also comfortable handling sensitive patient information with discretion to help the patient feel as comfortable as possible.
Why do you think you’d make a great medical receptionist?
This interview question is testing how your greatest strengths correlate to the requirements of the job. It’s also a way to gauge your knowledge about the profession and understand what it takes to succeed in this role. You can make a great first impression with the interviewer if you blow them away with your answer.
This would be an ideal opportunity to talk about your greatest accomplishments if you have anything noteworthy you would like the hiring manager to know.
Example Answer:
I’m passionate about my work and have excellent organizational and communication skills. Multitasking has always come naturally to me. I love interacting with people and have a knack for easily connecting on an empathetic level, which inspires me to do everything I can to help solve their problems and brighten their mood.
Why do you want to work here?
This is another common interview question that is asked to see how much you know about the company and if you have done your research. Your answer should include one or two reasons why you want to work at the company based on their values and mission statement or another specific reason and try to align your own values to the company.
Example Answer:
I want to work here because of your reputation for providing high-quality patient care. I am impressed with the organization's commitment to patient-centered care and your emphasis on using the latest technology to help improve patient outcomes.
I believe my skills and experience as a medical receptionist will allow me to contribute to the success of the practice and help to ensure a positive patient experience.
This job may become routine sometimes. How would you create a self-motivating work environment?
Receptionists in any field often struggle with boredom due to the repetitive nature of the job. A hiring manager wants to make sure you aren’t going to burn out right away and make them start the recruitment process all over again.
Example Answer:
I’ve found that I’m a task-oriented person, and making a schedule really helps me to stay motivated when I can focus on the work at hand and see what’s next on my list. Crossing off tasks and moving on to the next one is almost therapeutic for me.
I also like to decorate my space to make it feel brighter and more personable within company policy guidelines.
Where do you see yourself in five years?
It's important to have goals in any career you have. This question is often asked because the interviewer wants to know where you see yourself in the future, and if the company is included in that. Your answer should show your ambition and commitment to the organization, while still being realistic.
Example Answer:
In five years, I see myself continuing to grow and develop in my role as a medical receptionist. I am passionate about working in the healthcare industry and I am always looking for new opportunities to continue learning. I hope to take on new responsibilities such as training new receptionists or even taking on supervisory roles.
Why do you want to be a medical receptionist?
The interviewer asks this question to get an understanding of what led you to the decision for this career path. Your answer should show your passion for healthcare and desire to help patients. Use an example from your past to help highlight the reasons why you want to work in this position.
Example Answer:
I want to work as a medical receptionist because I have a passion for healthcare and helping people. I believe this position has the opportunity to make a meaningful impact by giving patients a positive experience from the moment that they walk into the door.
I am excited to work with medical professionals and support staff to help give patients everything they need. I also love the administrative and organizational aspect of the role because organization is one of my best skills.
How do you handle hectic days at work?
A medical receptionist is expected to handle a fast-paced environment. The hiring manager is probing to see if you can cope with a busy schedule and still perform under pressure.
Example Answer:
On busy days at my previous position, there would be a long line of patients. I’ve found that creating a schedule based on urgency helps me to not get overwhelmed because I can prioritize my tasks and work on them in stages based on the level of importance.
I can handle a heavy workload, but in the rare cases when I’m drowning and need help, I’m not afraid to reach out and ask for assistance.
What are your strengths and weaknesses?
The interviewer is looking to see what you believe your greatest strength is and what you consider a weakness is. When talking about your weaknesses, it's important to show that you are working on improving them.
Example Answer:
My biggest strength would be attention to detail. I am highly organized an am able to keep track of multiple tasks and priorities at once. A weakness that I have would be having difficulty saying no when I am asked to do additional tasks. I am always happy to help, but I am working on prioritizing my own responsibilities and setting clearer boundaries communicating my workload more effectively with my coworkers.
Describe a time when you had a conflict with a patient at work.
Any kind of question that asks you to talk about your past experience or describe a situation should be approached with the STAR method:
Situation: set the scene
Task: your role in resolving the issue
Action: what steps you took
Result: what happened, and what did you learn?
Example Answer:
While working at my previous position, I had a client who comes in a day before her appointment. The schedule was clear that she was supposed to come in tomorrow, but she was adamant that she had put the correct date in her calendar, and her appointment was today.
She lived about forty-five minutes away and was very upset about having to make the drive back and forth two days in a row. I looked at the schedule and told her I could squeeze her in this afternoon, but she’d have to wait a couple of hours.
She wasn’t thrilled by the compromise but preferred to wait rather than drive home and come back again the next day.
One of the company’s short-term objectives is to improve efficiency and cut costs. What measures would you consider taking to help us achieve that goal?
Reducing costs and increasing efficiency are two goals that every single company is interested in. If you can provide feasible solutions or talk about your past experience meeting these goals at another company, you’re going to be a great fit for the position.
Example Answer:
I’m always looking for ways to improve processes and save money, whether that means negotiating with vendors or updating equipment to reduce lag time. At my previous job, I noticed that our filing system was very inefficient.
I discussed implementing a new system with my manager, who was receptive to the proposal and agreed to let me make the updates. Filing time was reduced by more than 50%, which enabled us to use that recovered time for more important tasks.
Are you comfortable making debt collection calls? How would you go about making those types of calls?
Medical receptionists are often expected to keep billing records and handle debtors. The hiring manager wants to know if you can handle this not-so-fun aspect of the job. Be prepared for the interviewer to potentially do a mock call with you.
Example Answer:
I had to call patients for debt collection at my previous job. When making these types of calls, I know patients can be prone to becoming hostile, but I’m good about staying calm and professional while also being empathetic to their situation.
There have been a few cases when I’ve led a patient through several problem-solving steps to help them figure out the cause for the missed payments. I like to keep a list of numbers for different insurance agencies so I can direct patients to outside sources if I’m not able to help.
How would you deal with patients when you’re having a bad day?
Bad days happen, but when you’re the face and voice of the office, you can’t afford to let them get you down on the job. When answering this question, stress your resolute professionalism.
Example Answer:
Everyone has bad days, but I think it’s important to separate those negative thoughts and feelings from the workplace. I don’t allow personal issues to interrupt my work and cause distractions. Even if I’m having a bad day, I will greet every customer with a smile and a welcoming, amicable attitude.
Prioritize these tasks: the phone is ringing, a doctor has asked to speak with you, and several patients are waiting at your desk. In what order do you address these conflicting demands, and why?
Interviewers often present a scenario to see how you would handle a hypothetical situation. They’re testing you to think on your feet and quickly prioritize the most important tasks, and they also want to see how you handle stress and pressure.
These types of situational interview questions might catch you off guard since it’s difficult to plan for them and know exactly what kind of scenario you’ll be presented with. Remember that it’s okay to take a breath and think about your answer for a moment.
Example Answer:
Whenever possible, I try to multitask, but that isn’t always an option. If I were presented with the hypothetical situation you just described, I would make sure to communicate with everyone in some capacity rather than ignoring someone to take care of someone else.
I would first answer the phone and put the caller on hold. Then, I would politely ask the people waiting to be patient and let them know that I’ll be with them as soon as possible. I would explain to the doctor that I had people waiting for assistance and would speak to him after I had taken care of all the patients.
What tools and applications have you worked with at your previous position?
This type of question is testing your technical skills. You don’t necessarily need to list off every skill on your resume; try to pick a handful of the most relevant.
Example Answer:
I’m proficient in Microsoft products, especially Excel, which I frequently utilize for record-keeping, billing information, and scheduling. I’ve used several different web-based accounting software, including Quickbooks. In my previous position, I’ve also responded to patient emails and updated social media pages for the organization.
How would you deliver negative news to a patient?
Unfortunately, the bad news is part of the job when you’re dealing with health concerns and financial headaches with insurance. A hiring manager doesn’t want a cold, callous receptionist. When answering this question, you need to convey your empathy.
Example Answer:
If I have to give a patient bad news, I make sure that they’re calm first. I keep my voice quiet and gentle and try to help the patient focus on the facts while remaining empathetic to their emotions.
I know bad news isn’t always taken well, and I’ve taught myself to not be personally offended if the patient lashes out at me in anger or fear or frustration. I try to help them get through their paperwork quickly and accurately so they can move to a more comfortable or private area as soon as possible.
What challenges do you expect to encounter with this job, and how do you plan to cope with them?
A hiring manager is well aware of what types of challenges are associated with the job, but this question is designed to see what challenges you are predicting and feel prepared to cope with.
Example Answer:
I’m expecting the hours to be longer than they are at my current job. I’m already mentally prepared for the extra work and have made arrangements to have a dog-walker take care of my golden retriever in the afternoon, so I can focus on work without worrying about making it home in time to let her out.
What is your experience level working with multiple-line phone systems?
This type of question is likely to arise in any receptionist-type role since answering phones is a regular task. Be honest; if you haven’t used a multiple-line phone system before, you need to come clean but stress that you’re prepared to learn.
Example Answer:
At my previous position, the office received a high volume of calls on a regular basis. I was responsible for taking messages and transferring calls to the correct recipient while keeping hold times to a minimum. Even during an extra busy rush, I’m good about having a clear head and maintaining a calm, friendly tone.
How would you handle confidential information?
Receptionists have access to private patient information, and keeping that information protected should be one of your highest priorities.
Example Answer:
I’m very careful when it comes to personal and private information for patients. I’m well-versed in HIPPA standards and never give any information out unless the individual has authorized it in advance. I’ve dealt with a few circumstances where someone would not take no for an answer and insisted that I divulge personal information.
In those cases, I try to verify that they’re authorized to receive the information, but if I can’t confirm beyond the shadow of a doubt, I will not give it out.
What are your typing speed and error rating?
This question is pretty common in any receptionist role, so you can expect it’s likely to pop up in your interview. It’s helpful if you’ve already taken an online assessment so you can provide an answer, but if you haven’t, be sure to stress that your typing skills are strong, and you’ll be happy to take an assessment to give exact results.
Example Answer:
My average typing speed is 90-100 words per minute with a 92% accuracy rate. I am able to type faster, but my accuracy rate decreases. That being said, I’m meticulous about proofreading my work and double-checking spelling and grammar before I submit any documents or messages.
Why do you think having a good receptionist is important for an organization?
Hiring managers often ask a question to see how you perceive your role in the grand scheme of the company hierarchy.
Example Answer:
A receptionist is the face of the company. It’s usually the first point of contact and interaction, and making a good first impression can have a huge impact on client retention and overall satisfaction.
The receptionist is also responsible for scheduling patients in an organized fashion to prevent overbooking or too many vacancies, managing confidential patient information, and being a clear point of communication throughout the organization, including patients, staff, visitors, vendors, and any other person reaching out to the company.
Receptionists take on a massive responsibility to make sure everything runs as smoothly as possible, so organizational skills are an absolute must.
What steps do you take to ensure a patient's medical records are up-to-date and accurate?
Can you describe your knowledge of medical terminology and your experience with medical coding?
Can you explain the process for processing patient payments and resolving billing disputes?
How do you handle requests for medical records and ensure the proper authorization is obtained?
How do you handle missed appointments or schedule changes by patients?
Can you explain the steps you take when verifying insurance eligibility and benefits for a patient?
What measures do you take to ensure a clean and organized reception area?
How do you ensure patient privacy and confidentiality when handling sensitive medical information?
How do you handle patient inquiries about medical procedures, insurance, and billing?
Can you describe a time when you had to communicate with medical staff about a patient's urgent medical concern?