I have been invited to a new grad fair, where different managers will be at the fair and potential candidates interview managers for a set time. Like speed dating. Having already had an interview, I'm now going over the questions that I was asked at that interview, and I'm retooling my responses. One question I was not completely prepared for was if I thought customer service was important. I said I believe customer service is important and I believe the patient should feel comfortable. I also said I understand that patient satisfaction scores affect reimbursement, just to show I understood why I was asked this question. I did, but not completely. Later, another person on the panel asked "what if this is a patient who is here 5 times a week, and not satisfied with what you are doing?". Unfortunately there are many people like that, and they adversely affect Press Gainey scores. But of course, I couldn't say that out loud. I just answered "I would do the best I can". Not a very satisfactory answer. In hind site, I would mention referring the patient to a case manager or psych evaluator. Okay, maybe not the psych evaluator, because I don't want the interviewers to think I think dissatisfied patients are crazy. I could also mention what my current facility does with regard to dissatisfied patients. It's called service recovery. Basically, if a patient is dissatisfied with something and we cannot fix it (like a delay getting an MRI for instance), we provide them a gift card
for them to use at our cafeteria, coffee shop or gift shop.
But I want to know what an interviewer wants to hear in response to such a question. What is an answer that will impress someone, knock their socks off?
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