PROJECT NAME PROJECT HEAD

Parallon - Billing Bots Alvin Hababag- Associate Director - Operations

Joyce Ann Matitu -Manager- Accounts Receivable

Parallon - HB AR Alvin Hababag- Associate Director - Operations

Joyce Ann Matitu -Manager- Accounts Receivable

Parallon - Medicaid Non Clinical Appeal Alvin Hababag- Associate Director - Operations

Joyce Ann Matitu -Manager- Accounts Receivable

Parallon - Net AR Alvin Hababag- Associate Director - Operations

Joyce Ann Matitu -Manager- Accounts Receivable

Parallon - Overpayment Alvin Hababag- Associate Director - Operations

Joyce Ann Matitu -Manager- Accounts Receivable

Parallon - Underpayment Collection AR Alvin Hababag- Associate Director - Operations

Joyce Ann Matitu -Manager- Accounts Receivable

 PROJECT DESCRIPTION

Billing Bots - is a billing project that assists the Facility/Hospital provider (UB04)
in ensuring that the claim was submitted as a clean claim to the insurance.

HB - Checking of claim status via website or calling insurances. We need to

determine if claim has been paid or denied. If denied, we will work on
correcting the denial or request to reprocess the claim.

Medicaid Non Clinical Appeals - Team is dedicated to work on Medicaid appeal

inventory of less than $5k. This is an expansion to the current clinical team to
include both level 1 and level 2 appeals along with non-clinical analysts that are
responsible for the denial validation, technical appeal writing, appeal follow-up,
and any account resolution.

Net AR - Checking of claim status via Artiva and eligibility of the patient's
insurance. We need to determine if claim has been paid or denied. If paid and
equal to PR we can initiate QMB process by prorating remaining balance. If
denied, specific process are indiated in our workflow tool.

Overpayment is a department wherein analysts are reviewing and determining

if the payer has an outstanding payment. We are doing that by reviewing the
refund request letter that the payer is sending to us, after reviewing the refund
request letter that's the time that we are going to decide whether we agree or
disagree to their refund request.

Underpayment - Analyst will review client application and/or web portal to

determine if we receive less than the expected payment. Underpayment
happens when there is contractual, billing and coding errors and
miscommunication between the insurance company and the healthcare
provider. Analyst have to call insurance to ask for further details to resolve the
claim.
Role Naming Convention

Pending

Pending

Pending

Pending

Pending

Pending
 CHAMP Ops Final Interview E
A complete interview evaluation is required for each applicant interviewed
Interviewee:
Interviewer:
Date Interviewed:
Recommendation/Result:
Criteria 3- Excellent 2- Good 1- Fair 0- Poor
1 Introduction
Job Knowlegde/Work
2 Experience
3 Achievements/ Strengths
4 Attention to details
5 Communication
6 Customer Focus
7 Adaptability & Flexiblity
Problem Solving/ Decision
8 Making
9 Interests and Goals

Confidence- Surprise Random

10 question / Brainteasers
11 Flight Risk
12 Behavioral- Other
Hiring Commen

AR Parallon Ops Final Interview

A complete interview evaluation is required for each applicant interviewed
Interviewee: MICHAEL JOHN GONO
Interviewer: JOYCE ANN MATITU (JAM)
Date Interviewed: 6/14/23
Recommendation/Result: Passed
Criteria 3- Excellent 2- Good 1- Fair 0- Poor
1 Introduction
 Job Knowlegde/Work
2 Experience
3 Achievements/ Strengths
4 Attention to details
5 Communication
6 Customer Focus
7 Adaptability & Flexiblity
Problem Solving/ Decision
8 Making
9 Interests and Goals

Confidence- Surprise Random

10 question / Brainteasers

11 Flight Risk
12 Behavioral- Other
Hiring Commen

• Overall. Good Comm skills and can speak with confidence

• No HC background but is willing to learn
• Only stayed 3 mos only in Telus (Asked for employment gap)
Had Hypertension- but is ok now and not going to be a concern
• Only stayed 3 mos only in AFNI Asked for employment gap
Taking care of the kids. No longer an issue now as his brother is helping out

AR Parallon Ops Final Interview

A complete interview evaluation is required for each applicant interviewed
Interviewee: Beninsol, Jubellyn
Interviewer: JOYCE ANN MATITU (JAM)
Date Interviewed: 6/14/23
Recommendation/Result: Waitlist
Criteria 3- Excellent 2- Good 1- Fair 0- Poor
1 Introduction
Job Knowlegde/Work
2 Experience
3 Achievements/ Strengths
4 Attention to details
5 Communication
6 Customer Focus
7 Adaptability & Flexiblity
Problem Solving/ Decision
8 Making
9 Interests and Goals
 Confidence- Surprise Random
10 question / Brainteasers
11 Flight Risk
12 Behavioral- Other
• Only stayed 3 mos only in AFNI Asked for employment gap Hiring Commen
Taking care of the kids. No longer an issue now as his brother is helping out

AR Parallon Ops Final Interview

A complete interview evaluation is required for each applicant interviewed
Interviewee: Enriquez, Joshua
Interviewer: JOYCE ANN MATITU (JAM)
Date Interviewed: Jun-15
Recommendation/Result: Passed
Criteria 3- Excellent 2- Good 1- Fair 0- Poor
1 Introduction
Job Knowlegde/Work
2 Experience
3 Achievements/ Strengths
4 Attention to details
5 Communication
6 Customer Focus
7 Adaptability & Flexiblity
Problem Solving/ Decision
8 Making
9 Interests and Goals

Confidence- Surprise Random

10 question / Brainteasers
11 Flight Risk
12 Behavioral- Other
• Only stayed 3 mos only in AFNI Asked for employment gap Hiring Commen
Taking care of the kids. No longer an issue now as his brother is helping out

AR Parallon Ops Final Interview

A complete interview evaluation is required for each applicant interviewed
Interviewee: Ayeres, Lady Jann Michael
Interviewer: JOYCE ANN MATITU (JAM)
Date Interviewed: Jun-15
Recommendation/Result: Waitlist
Criteria 3- Excellent 2- Good 1- Fair 0- Poor
 1 Introduction
Job Knowlegde/Work
2 Experience
3 Achievements/ Strengths
4 Attention to details
5 Communication
6 Customer Focus
7 Adaptability & Flexiblity
Problem Solving/ Decision
8 Making
9 Interests and Goals

Confidence- Surprise Random

10 question / Brainteasers
11 Flight Risk
12 Behavioral- Other
• Only stayed 3 mos only in AFNI Asked for employment gap Hiring Commen
Taking care of the kids. No longer an issue now as his brother is helping out
MP Ops Final Interview Evaluation Form
uired for each applicant interviewed. This form is valuable in supporting the hiring decision.

Comments

Hiring Comments

allon Ops Final Interview Evaluation Form

uired for each applicant interviewed. This form is valuable in supporting the hiring decision.

Comments
 No healthcare exp but eager to learn and trainable. Prev profile mostly for CS, Tech Support, Sales but have understanding ab
revenue impact and performance metrics.

Willing to work in shifting scheds or based on business need

Was able to answer situational and behavioral questions based on real life past exp

Have plans to become a trainer or QA

Straightforward answer and gave clear easy instruction when provided with surprise question

Candidate was able to explain employment gap after working with Telus + Afni (Indicated in CV). Was given a situational ques
potential job offer outside but candidate prefer to stay
was able to connect with interviewer and answered all questions asked with justification
Hiring Comments

allon Ops Final Interview Evaluation Form

uired for each applicant interviewed. This form is valuable in supporting the hiring decision.

Comments

No work experience with HC/BPO but is eager to learn and be trained.

Grammar lapses but trainable

 Reason for leaving prev job is due to being asked to render OT but not paid

Hiring Comments

allon Ops Final Interview Evaluation Form

uired for each applicant interviewed. This form is valuable in supporting the hiring decision.

Comments

No work experience with HC/BPO but is eager to learn and be trained.

Grammar lapses but

Reason for leaving prev job it was pandemic and work set up was fulltime onsite and had transportation constraints

Hiring Comments

allon Ops Final Interview Evaluation Form

uired for each applicant interviewed. This form is valuable in supporting the hiring decision.

Comments
No work experience with HC/BPO but is eager to learn and be trained.

Grammar lapses but

Reason for leaving prev job it was pandemic and work set up was fulltime onsite and had transportation constraints

Hiring Comments
 Introduction

Possible Questions

Tell me something about yourself.Could you tell me

about yourself and describe your background in brief?

How did you hear about this position?

Why do you want to work here?

Why did you decide to apply for this position?

What do you know about this company/organization?

What are you looking for from a new position?

Walk me through your CV

What should I know that’s not on your resume?

What's your ideal company?

What attracted you to this company?

What do you know about this industry?

Tell me one thing about yourself you wouldn't want

me to know.
 Job Knowlegde/Work Experience Achievements/ Strengths

Learn about candidate's work experience as it relates to It may be helpful to first reflect on this question
the position. Candidate's knowledge about healthcare from the hiring manager’s perspective. What
industry. Candidate has acquired similar skills or qualities or competencies are they looking for in
qualifications through past work experiences. Candidate this specific role? Consider how you can leverage
to showcase their strengths. Jobs Knowledge, skills and your strengths to align with a key competency of
abilities as it relates to the position the job description.
Possible Questions

What do you considered to be your biggest professional

achievement and how would you think you can utilize What is the professional achievement you’re most
that in this job if ever we hire you? proud of?

Tell me how you think previous co worker would describe

you What can you bring to the company?

Tell me what you know about healthcare . Specific about

the project How could you impress us in the first three months?

How do you think you will fit into our project /account? How would you describe your work style?

How would your boss describe you? Give examples of ideas you've had or implemented.

What did you like most about your last position? Do you enjoy working on difficult projects?

What are the three biggest accomplishments of

How do your skills align with this role? your life?

What are three positive things your last boss would say What kinds of responsibilities are important to you
about you? in your work?

How would you describe your standards of

What negative thing would your last boss say about you? performance?
What three character traits would your friends use to How have your successes benefited your previous
describe you? employer?

What are three positive character traits you don't have?

 Attention to details

Efficient: they can produce work of high quality even within

tight time constraints
Resourceful: they detect small errors in current methods and
processes and try to fix them
Organized: they efficiently manage complicated logistics,
maintain their schedules, and update their to-do lists
Possible Questions

When you’re balancing multiple projects, how do you keep

yourself organized?

How do you stay organized?

How do you prioritize your work?

What assignment was too difficult for you, and how did you
resolve the issue?

If you had to choose one, would you consider yourself a big-

picture person or a detail-oriented person?

Would you describe yourself as a perfectionist and why?

What methods do you use to check for quality, especially

when you have to meet tight deadlines?

How do you manage daily tasks at work? Name the organizing

tools and technologies you use.

What is more important when you organize your projects,

quantity or quality? Explain why.
How do you manage to limit distractions in the workplace?

What techniques do you use when you want to find errors

that are not easily noticeable?

Describe a time you identified an error made by your manager

or a senior. How did you address it with them?
 Communication

Demonstrates effective customer service, customer

experience and good communication. Expresses ideas and
thoughts clearly, projects positive manner in all
statements delivered, responds diplomatically
Possible Questions

Have you ever given instructions to someone and then

learned that he/she did it wrong? Why do you think that
happened?

Describe a time you had to deal with a difficult person.

How did you handle the situation?

Tell me about a time when you had to give someone

difficult feedback. How did you handle it?

Give an example of a time when you had a differing point

of view from your boss or the team. How did you handle
the situation?

Have you ever met a representative or a leader who was

straightforward in communicating? What adjustments do
you do?

How would you describe good/effective communication?

How important is listening in communication?

Tell me about a complex idea you had to explain to a

colleague. How did you go about explaining it?

Describe a time when you should have documented

something important but failed to do so. What happened,
and what did you learn from the experience?
Tell me about a sensitive situation (that you’re
comfortable sharing, of course) that required you to
communicate with intention and care.

Describe a time when you successfully communicated

with someone even though you weren’t sure if they
valued your perspective.

Describe a time when you didn’t communicate critical

information to your manager or colleague. What was the
outcome, and what did you learn from the situation?

Tell me about a time when you leveraged your written

communication skills to make your point of view clear.

Describe a time when your communication skills helped

you successfully accomplish a project or task.

Tell me about a time when you had a misunderstanding

with a colleague. What steps did you take to overcome
your communication barriers?

Give me an example of a time when you were slow to

share information with your direct reports or team
members, and it had a negative impact.
 Customer Focus

Good customer focus depends on -

1. Understanding people and their expectations.
2. Deliver products or services to meet those expectations.
3. Identifying and solving customer problems quickly and to
the customer's satisfaction.
4. Developing and using ways to measure, keep track of,
and maintain high levels of customer satisfaction.
Possible Questions

Have you had an experience getting urgent requests from

your boss and from your customer, who should you
prioritize?

What do you understand by important clients, or complex

or sensitive customer relationships?

What is the requirement to have a good customer focus?

Who is responsible for creating value for customers?

 Adaptability & Flexiblity

Ability to think under pressure, demonstrates

resourcefulness. Ability to plan priorities and assess
situations quickly. Indicated that prioritization can be
achieved and deadlines can be met
Possible Questions

Describe a time you fell behind schedule. What went wrong

and what did/would you do differently next time to avoid it?

You probably had this experience; you worked hard on

something only to be told that they need to change it. How
did you handle that?

How do you feel about working weekends or late hours?

What kind of working environment do you work best in?

Are you a team player? Or prefer to work individuallly?

Do you prefer working independently or on a team?

Tell me about a time you made a mistake.

What is your greatest failure, and what did you learn from
it?

How do you respond to stress or change?

 Problem Solving/ Decision Making

Demonstrates ability to make decisions, ability to resolve

issues.Demonstrates ability to handle difficult
situation/people
Possible Questions

Have you ever faced an ethical dilemma at work? If so,

what was the situation and what did you do?

Tell me about the time you disagreed with a decision.

What did you do?

How do you deal with pressure or stressful situation?

Have you ever had a deadline you weren’t able to meet?

What happened? How did you handle it?

We work with many clients with multiple needs, and we

aim to provide excellent service to them all. How would
you prioritize each clients’ needs?
How would you describe your usual immediate reaction to
unexpected challenges or roadblocks?

Describe a time when you had to change your strategy at

the last minute. How did you handle this situation?

Can you think of a situation at work where you saw an

opportunity in a potential problem? What did you do?
What was the outcome?

Describe the biggest work-related problem you have

experienced. How did you deal with it?
How do you deal with problems when you don’t have
access to all the necessary information? Can you describe
a time when this occurred?

How do you deal with situations where you cannot find a

solution for a problem?

Describe a time you had to solve a problem without

managerial input. How did you do it and what was the
result?

Give an example of a time you identified and fixed a

problem before it became urgent.

Describe a situation where you faced serious challenges in

doing your job efficiently. What were the challenges, and
how did you overcome them?

How do you know when to solve a problem on your own

or to ask for help?

Tell me about a time when you had to make a tough

decision. Why was it difficult? What was the outcome?

Tell me about a time when you misjudged a situation and

made the wrong decision. What happened, and what did
you learn from the experience?

Tell me about a time when you had to make a big decision

on short notice. Walk me through your decision-making
process and the outcome.

If you could go back and change a major decision you

made at work, would you? If yes, what would you change,
and why would you change it?

Tell me about a time when you had to weigh the risks and
rewards of a decision carefully. What was your thought
process, and what did you decide?

Let’s say you were asked to make a major decision at

work, and you could only consult one person. Who would
you consult and why?

When you have to make a big, difficult decision, what is

your typical approach? For example, do you ask for advice
or go with your gut?

Tell me about a time when you fully trusted your own

decision-making abilities. What made you feel confident
about your decision?
 Interests and Goals

Test the candidates understanding of the needs of the

role, initial goals and how she/he can have an impact to
business.

What can we expect from you in the next 90 days if ever

you get this offer?

What would your first 30, 60, or 90 days look like in this
role?

What are you passionate about?

What motivates you?

What would you like to learn more about in your field of

expertise?
What are your future career goals and what do you plan
to do to achieve them?

Given the option, what project would you choose: one

that matches your current skills and knowledge and
requires you leading a team, or one where you’ll work
on something less familiar but you’ll be able to
collaborate with colleagues?

What do you do to achieve your professional goals?

What would getting this job mean to you? (e.g.

professionally and personally)
 Confidence- Surprise Random question /
Brainteasers

Determine how candidate behave in unfamiliar and unexpected

situations by throwing random and completely irrelevant
question. Candidate answer questions with composure and tried
not to lose focus.

How much do you think is the cost of the chair?

Have you ever borrowed a pen and never return?

What would you do if you won P 5 Million a day after you pass
job interview?

Do you think there is a difference between hard work and smart

work?

What makes you unique?

What's weird about you?

If you were at a business lunch and you ordered a rare steak and
they brought it to you well done, what would you do?

There's no right or wrong answer, but if you could be anywhere

in the world right now, where would you be?

If you could choose one superhero power, what would it be and

why?
With your eyes closed, tell me step-by-step how to tie my shoes.

Upon arriving home, you realize you are the winner of a

multimillion dollar jackpot. What do you do next?
 Flight Risk

Uncover those people who are not willing to be long term

employees, move between jobs frequently and only want a
temporary job and leave after few months.

How/Where do you see yourself 6 months from now? Or How long

do you expect to remain with this company/program?

For candidates with employment vacancies. What's keeping you

busy during this time?

What were the reasons why you have switched jobs multiple times?

Why did you change your career path?

Why did you decide to leave your previous/current job?

Why is there a gap in your work experience?

Where do you see yourself in 5 years?

From your resume it seems you took a gap year. Would you like to
tell us why that was?

Why are you leaving your current job?

 Behavioral

Can you describe a time when your work was criticized?

Have you ever been on a team where someone was not pulling their
own weight? How did you handle it?

How do you handle working with people who annoy you?

If I were your supervisor and asked you to do something that you

disagreed with, what would you do?

If you found out your company was doing something against the law,
like fraud, what would you do?
How would you go about establishing your credibility quickly with the
team?

How do you feel about taking no for an answer?

How would you feel about working for someone who knows less than
you?

Tell me about a team mate who wasn't doing so well, how were you
able to help this person? What was the result?
How do you show the value of teamwork in your position?
1. Why should we hire you?
2. What is most important to you in a role or work environment?
3. What are you hoping for in your next role?
4. What do you know about the company?
5. Who is the smartest person you know personally? Why?
6. Describe your relationship with your current colleagues.
7. What is the most recent thing you learned?
8. What are you most proud of in your professional life so far?
9. What do you enjoy doing outside of work?
10. How would your former managers and coworkers describe you?
11. Tell me about yourself.
12. Why do you want to work for this company?
13. What are your greatest strengths?
14. What is your biggest weakness?
15. Tell me about a challenge or conflict you overcame at work.
16. What is your most impressive work achievement?
17. Why do you want to work at this company?
18. Why do you want to leave your current role or company?
19. Where do you see yourself in five years?
20. What are your salary expectations?
21. If we hired you as CEO of this company tomorrow, what is the first change you would make?
22. If your exact opposite walked into this office after you, what kind of interview would they give?
23. Upon arriving home, you realize you are the winner of a multimillion dollar jackpot. What do you do next?
24. If you could work from any location on Earth, where would you choose?
25. What would be your strategy for surviving a zombie apocalypse?
26. What is one fact you refrain from adding to your resume, but would love to include?
27. If somebody asked you to give an impromptu presentation on any topic, what subject would you pick?
28. Which animal would you say that you are most like?
29. What nonprofessional skill would you most like to learn?
30. If I told you that the decision was down to you and one other candidate, what would you say to persuade me to hire you?
31. Describe a time when you proactively identified and addressed an issue at your company.
32. Describe a time when you failed to achieve your goals and had to follow a different approach. What happened?
33. Describe a time when you had to measure the success of a workplace change or campaign. What were your steps and ultim
34. Imagine that you receive $50,000 and have one month to implement a major organizational change. What project do you
35. You ask for $5,000 to solve a problem, but upper management only allocates $1,000 for your solution. What is your plan o
36. Describe a time you failed and had to alter course and adopt a new approach. How did you know change was necessary? W
37. Walk me through your time management system.
38. What do you think are the most important elements to consider when making a decision in our industry?
39. Imagine you need to implement a new system that you do not have much experience with. What steps do you take to gath
40. Share a time when you made a decision that involved great risk. What was the situation, the final verdict, and the result?
41. What is the most difficult lesson you have had to learn thus far?
42. What piece of critical feedback do you receive most often?
43. If you could redo your career, what would you change?
44. What have been your most positive and negative management experiences?
45. Walk me through your approach to workplace conflict.
46. Talk about a time when you had to work with someone whose personality was very different from yours.
47. What is the farthest out of your comfort zone you have been while on the job?
48. Give me an example of a time when you had to think or react quickly in response to a delicate situation.
49. How do you deal with failure?
50. Walk me through a time when you had to adapt to major change within your organization.

1. Tell me about yourself.

2. Give an example of a time that you improved or optimized a process that was outdated.
3. If you were an interviewer, what do you think the three most important criteria would be for hiring someone for this
position?

4. How would your past coworkers describe your interactions with them? Why would they describe them this way?

5. Please give an example of a project that you owned and what the process was like from start to finish.
6. What kind of people do you have trouble interacting with? How do you deal with them?
7. What do you do when a decision is being made that you disagree with?
8. How would you describe yourself in 5 words?
Why do you want to work here?
Why did you leave your last job?
You have a lot of experience in the customer support industry. What do you think you’d like about moving to a sales role and
what do you think would be the biggest challenge you’d face?
What do you like about our company from what you’ve learned so far during the hiring process?
I’ve noticed an employment gap in your resume. Can you tell me more about that period?
Why did you pursue this career?
How did you choose your field of study?
What do you love about your field of expertise?
Does this position line up with what you expected, based on the job ad?
Now that we’ve discussed this position in-depth, would you re-apply? Why / Why not?
Should you get hired, what do you think would be most challenging in this role?
Tell me about a time you had to deal with a difficult colleague. (assesses communication skills, diplomacy and ability to overco
obstacles)

Have you ever missed a deadline? What would you do differently next time? (assesses ability to learn from mistakes)

Have you ever been assigned with a task you were not familiar with? (assesses problem-solving abilities and openness to ask f
advice
If you discovered your supervisor was breaking the company’s code of conduct, what would you do? (assesses integrity,
judgment and communication skills)
If an angry customer demanded to speak with your manager without specifying their problem, how would you handle it?
(assesses ability to stay calm in trying situations, diplomacy and judgment.)
What would you do if your manager gave you a seemingly impossible task with a tight deadline? (assesses tactfulness and
confidence)
How would you overcome communication challenges on a remote team?
Have you ever worked with someone you struggled to communicate with? If so, what was the obstacle and how did you hand
it?
Describe a time you had to share bad news with your team or have a difficult conversation with a coworker.
Describe a group project you worked on. What was your role and what did you achieve?
Has your team ever failed to reach a goal? If so, what went wrong and what did you learn from that experience?
Tell me about a time you had to work with a colleague you didn’t get along with.
Imagine you have submitted a piece of work that you thought was finished, but a colleague returns it to you with multiple
corrections and comments that would take you hours to address. What would you do?
Tell me about a time you had to learn how to use a new tool at work. How long did it take you to understand its features use i
daily?
What are the biggest challenges you’re facing when starting a new job?
Tell me about a time you gave a creative solution to a problem.
How do you find inspiration to produce a piece of work?

If I asked you to tell me one new idea we can implement into our product/website/services, what would you tell me?

Tell me about a time you predicted a problem with a stakeholder. How did you prevent it from escalating?
How do you know when to solve a problem on your own or to ask for help?
Describe a situation where you faced serious challenges in doing your job efficiently. What were the challenges, and how did y
overcome them?
Describe the type of work environment in which you are most productive.
What’s one thing you like about your current (or prior) job and you’d want here as well?
What do you hope to achieve during your first six months here?
Which was your favorite team to work with in your current or previous jobs and why?
Describe a time you made an unpopular decision. How did you handle the feedback? How would you have handled the situati
differently?
Do you usually make better decisions alone or with a group? Why? When do you ask for help?
You want your manager to buy a new software that will help your work and you’re trying to choose between two options. The
first is more expensive, but has better reviews and the second has fewer features, but is within budget. Which one would you
recommend and how?
Tell me about a time you had to make a decision with incomplete information. What did you do?
During a live presentation to key stakeholders, you spot a mistake in your manager’s report, but your manager isn’t at the
presentation. How do you handle this?
Describe a time when you had to convince your manager to try a different approach to solve a problem.
What would you do if your team rejected all of your ideas?

If you’re presenting ideas during a meeting and your audience seems disengaged, what would you do to get their attention?

Describe a time you fell behind schedule. What went wrong and what would you do differently next time?

Management Questions
What’s your approach to delegating work to employees? How do you ensure that tasks are completed?
How would you describe your management style?

Tell me about a time you had to deal with a team member who constantly opposed your ideas. How did you handle it?

How would you motivate a team member who seems discouraged or lacks energy?
How would you mitigate a dispute between two team members who were arguing over their project responsibilities?

If your team members considered a goal unrealistic, how would you change their minds?

A manager from a different department wants to collaborate with a member of your team. How would you handle this reques

Two employees left from your team just before the deadline on a big project. How would you change your leadership style to
meet the deadline?

You learn that one of your top performers is stealing the company’s stationery. How would you handle this situation?

Which performance appraisal systems have you previously used?

How do you prefer to communicate with your team?
Have you participated in or organized team-building activities? What were they?
How do you keep track of tasks and goals? Name any productivity tools you’ve used.

Do you prefer to provide individual or team-wide feedback? Why? (Or, in which cases do you choose each approach?)

What’s the most difficult part of your job?

Do you have experience laying off an employee? If so, how did you handle the situation?
What onboarding processes do you use for new team members?
Tell me about a time your team successfully completed a challenging project. What did you do to keep employees on track an

Tell me about your leadership experience.

How would you describe your leadership style?

What's your plan for building rapport and credibility with your new team?

Can you tell me about a time when a member of your team made a mistake? How did you handle it?

How do you ensure that your direct reports feel a sense of inclusion and belonging on a daily basis?

Tell me about a time you had to give some difficult feedback.

How would you help prevent employee burnout?

Tell me how you solved a problem you were faced with, using your own initiative or out-of-the-box thinking.

Tell me about a time when you had to work closely with someone whose personality was very different from yours.

Can you recall a time when you had a difficult or dissatisfied customer and found a way to turn the situation around?

Describe a situation where you were tasked with influencing a big company change that involved key stakeholders.
Describe a time when your team or company was undergoing some change. How did that impact you, and how did you adapt?

Tell me about a time when you disagreed with a supervisor.

Give me an example of a time you were able to be creative with your work. What was exciting or difficult about it?

Tell me about yourself.

Why are you leaving your current job?
What’s the most interesting project you’ve worked on in a past position?
escribe your work style in a few sentences.
What made you apply for this position?
What’s the most important skill you’ve learned recently?

Tell me about an example of when you were responsible for a project that didn’t go as planned. What happened next?

What is most important to you outside of work?

Tell me something about yourself that isn’t on your resume.

How do you handle stress or tight deadlines?

Creative Questions
and ultimate findings?
do you choose and what approach do you employ?
r plan of attack?
ssary? What actions did you take? What was the result?

e to gather information and ensure successful execution?

rack and motivated?

This is a common preliminary question to ask a manager candidate

. If a candidate is applying for a management position, you’ll need to hear a little more about their background—how many ye
management experience, how many people they’ve managed, any challenges they’ve run into, etc.
There are seven common types of leadership, and they all have pros and cons. Whether the candidate is familiar with these ty
not, find out if they’re self-aware of how they lead in a team.

On top of assigning and delegating work, managers are responsible for clearly communicating expectations, having mental he
supporting their direct report’s career development, growth, and goals. You want to know how a manager candidate plans to
their team and build cohesion and camaraderie.
Everyone makes mistakes. Get a glimpse into how the candidate handles challenges in a professional manner and what kind o
build.
When interviewing for a managerial position, this question gives candidates an opportunity to show how they’ll reflect the val
leader.
No one wants to deliver bad news, but as a manager, giving difficult feedback is part of the role. Here, you can learn how the c
being put in an uncomfortable position.

Managers oversee people, which means, in addition to assessing bandwidth and redistributing work as necessary, they should
of burnout and know when to check in on their employees’ mental health. Find out where the interviewee stands in terms of
encouraging healthy habits for their team.
This is the perfect opportunity to get an idea of the candidate’s creativity. Find out if they have the right pitching skills to sell t
they’re innovative and have thought of alternative solutions to a tough problem.
There are a lot of different personalities in an office, and not everyone is always going to get along. This is another chance to g
deals with conflict and discomfort.

How someone conducts themself in the moment when a customer or client is upset is extremely important and telling. The ca
will highlight their interpersonal skills and professionalism in high-stress situations—both of which are essential for a custome
Many jobs require the ability to persuade or influence others. This question can help you assess the interviewee’s motivationa
credibility, and communication style.
In a fast-paced industry, it’s beneficial for employers to build teams that can accommodate change and stay flexible when face
See what they have to say about handling a work environment that changes quickly and often.
Respectful disagreement in the workplace can be a good thing. Here, see if the candidate knows how to professionally stand u
whether their disagreement led to growth on either side.
It’s important for employees to feel like they have a sense of autonomy over their work and have the ability to work on passio
they’ve had the opportunity to pursue what they’re interested in and how they went about the process.

This question is a simple, yet crucial, part of an initial interview. It can help put the candidate at ease by giving them an easy q
When hiring, you’ll want to know why a candidate is leaving their job—maybe it’s a low salary, lack of growth opportunities, o
Ask this question when you want to understand some of the characteristics of a candidate’s current job and what their skills a
Some people enjoy working very collaboratively in a team, and other people much prefer working independently. This questio
Here, you’ll see if the candidate did their research. You want to know what drew their interest to this specific position and wh
It’s important to know how the candidate’s hard and soft skills are applicable for the job. You want the candidate to say some

When hiring, tech industry leader Hana Elliott says

, “...you want a workforce that’s inspired to learn, grow, and be able and willing to adapt as the company and the business lan
means hiring for such things as a thirst for knowledge, curiosity, adaptability
, and potential.” Here, see how well they’re able to adapt in stressful situations.

“In order for companies to remain competitive, they will need to continue to promote flexibility and life-work balance. If they
hard time recruiting and retaining good employees,” says Sue DeCaro
, entrepreneurial, life, and parenting coach. Get to know candidates on a deeper, human level with this question. It’ll signal to
company cares about their work-life balance, as well. Just be sure this doesn’t become an illegal interview question
.
Resumes are the written outline of a candidate’s professional background, education, training, experience, and skills, but ther
This question again helps show how a candidate deals with stressful situations, an inevitable occurrence in the workplace. The
General

Behavioral

Situational
Communication

Teamwork

Learning +Adaptability

Creativity

Problem Solving

Cultural Fit

Decision Making

Critical thinking

Soft Skills

Operational +Situational
Role Specific

Behavioral
 nswer, and it can help you steer the direction of the conversation.
s. No matter the situation, you want to see if a candidate is respectful or if they badmouth their previous employer.
ey’ve worked on in the past can help you determine whether they’re qualified for this new position.
l if a candidate is suited for your office’s specific work environment.
they’re the right candidate for the job. You’re potentially going to be investing in this person, so you want them to be excited about the o
n my past job, I learned a lot about JavaScript, but there’s still room for me to grow” or “In my current role, I’ve learned how to communic

s be aspects of someone’s professional identity and successes that won’t be highlighted on their resume. Listen for how they translate the
an reveal their level of emotional intelligence and whether they have effective and healthy coping mechanisms.
them to be excited about the opportunity.
, I’ve learned how to communicate effectively with a cross-cultural team.”

sten for how they translate their off-resume skill to an on-the-job asset.
Category Competency

Systems and Flows

Technical

Research

Transactional Quality -
email, chat, calls
 Change Management
Business

Commitment to
Excellence

Mind Mapping and

Structured Thinking

Moral Principles and

Ethical Standards
 Speaking & Listening
skills
People

Teamwork

Resourcefulness
 Objective

Determine if the applicant:

• Understands and is able to navigate through basic Office Applications and

common office tools such as computer, printer
• Understands and is able to navigate ERP systems (Oracle, AS400, EPIC,
Meditech, etc)
• Understands interrelationships between various components and systems
• Understands workflow of data through the systems
• Uses knowledge of systems to resolve issues

Determine if the applicant:

• Ability to identify relevant sources of information required to complete the

work
• Successfully verify the validity of transactions
• Effective use of data and research in decision making

Determine if the applicant:

• Adherence to the existing process models (email, chat and call models)
• Timeliness in relation to customer satisfaction
Determine if the applicant:

• Looks for ways to improve current process

• Recognizes and accepts changes in processeses and organization with an
open mind
• Understands the relationship between the changes and the
achievement of the organization's objectives
• Participates in the change initiatives of the company

Determine if the applicant:

• Providing service to a customer in a timely, pleasant manner, which

could reflect a positive image for Conifer.
• Goal-based, consistent, committed, and knowledge-driven in process
delivery.

Determine if the applicant:

• Breaks down raw information and undefined problems into specific,

workable components that in-turn clearly identifies the issue at hand.
• Ability to create models, flow charts, process documents, and draw high-
level information

Determine if the applicant:

• being fair and just when making decisions

• to act according to one's moral values and standards
• Integrity, unity, service, and respect
• leaves room for human consideration amidst business pressures
Determine if the applicant:

• Communicates in a respectful tone and manner

• Listens actively and communicates effectively with others
• Adjusts communication style to fit the audience and the message
• Corresponds effectively in a variety of communication settings (one on
one, small and large groups or among diverse styles and position levels).

Determine if the applicant:

• Participates in driving completion of team goals and plans, and conflict

resolution.
• Supports team members by encouraging participation and listening to
other’s ideas.
• Promotes synergy between GBC and the head office counterparts plus
stakeholders
• Engages team members to collectively achieve the goals - may they be
personal (individual) or business (common goals)

Determine if the applicant:

• Knowing the most effective and efficient processes to get things done
• Focus on continuous improvement
• Probing for better alternatives
• Recognition that there will always be more than one way to address a
concern
 Sample Question/s

1. Can you give examples of PMS that you have used in the past.
2. What is your most favorite feature of that software. How about the least?

3. Can you walk me through how bills are processed using the software you shared? Was there a time that you ran
into an issue? How did you handle it?

1. Describe what resources and actions you usedto verify within the target handling time if a claim has been timely
paid. How did it turn out?

2. Cite a previous situation when a major decision had to be made around a claim you were processing. Briefly
describe what happened and how you participated in that decision.

1. What are charges that are not covered by the payer? These are sometimes identified at the time of the initial
billing and, sometimes, is determined after the payer denies the charges. These charges usually remain on the UB
but may be moved to the non-covered charges column on the UB.

2. Please tell me about one of these bills you've processed. One that's memorable to you.
1. Can you give me an example of a process improvement that you have initiated and what's the business
impact?

2. What was the biggest change that you have had to deal with in your claims team? How did you cope
with it?

3. Recall an experience with <state applicant's recent role assumed> wherein there is a change needed.
Describe it and what did you do about it?

4. Tell me about a time when a process migration was done on validating claims. How did you handle the
change introduced?

5. Any process improvement that you have initiated and what's the business impact?

6. Tell me about a time when you've experienced project failure and how have you dealt with it?

1. How are your metrics at this point? Was there a time that you fell short of the targets? How did you
handle it?

2. What did you do to recover the numbers so that the goals could be achieved?

3. How can you say that your numbers for the month are accurate?

1. Tell me the 3 most challenging situations in your career and how were you able to manage them?

2. Have you had an experience getting urgent requests from your boss and from your customer, who should
you prioritize?

1. Give an example of a time when you had a differing point of view from your boss or the team. How did
you handle the situation?

3. Tell me about an incident or decision that you've made that you were uncomfortable with and how did
you handle it?

(Anchor from the resume)

1. Have you ever met a representative or a leader who was straightforward in communicating? What
adjustments do you do?

2. Tell me about one friend you had in <state applican's previous / current company if he's still employed>.
How did you become close? Did you have differences in views? How did you handle those differences?

1. Was there a time that you had to reach out to another process in the claims department in order to
accomplish something? What did you do and how did it go?

2. Tell me about a team mate who wasn't doing so well, how were you able to help this person? What was
the result?

3. How do you show the value of teamwork in your position?

1. Was there a time when you encountered a situation where you realized that a step in your claims
validation process could be done easier? Who needed to know? Was the result fair?

2. How are you with making mistakes? Could you tell me an experience and how were your leaders with that
mistake? How did you handle their feedback?

3. Describe what resources and actions you took to meet a recent goal or initiative. (Anchor specifics from
the resume)
 Scope Criteria

Can pull up and navigate basic excel functionalities and other ERP systems relevant to the role
Biller Obtains and demonstrates working knowledge of the organization's information systems environment
e.g. ERP systems
Does basic troubleshooting of machine and systems e.g. powercycle, reset

Can navigate common sources of information (payer portals, search engines) in performing the job
function
Biller Is able to process relevant data in transactions

Biller Follows and meets existing SOP/model

Recognizes areas to improve on
 Understand the business needs, direction and changes in management
Biller Evaluate how change management affects current roles and responsibilities
Support implementation of organizational changes and assist in carrying out the goals and objectives
of the management team

Displays a can-do attitude in good and bad times

Biller Knows what services must be provided to their stakeholders.
Delivers results beyond expectation

Collates and reports information

Biller Identifies trends and exceptions. Investigates to define problems more accurately
Sorts information in order of importance
Solicits guidance to define criteria and assign values of importance and urgency

Embodies Conifer's core values

Biller Treating all with respect
Making the right decisions
 Listen actively to others, acknowledge hearing different perspectives
Deliver verbal information in a clear and concise manner that is tailored to the needs of the audience
Biller Provide fact-based information to others based on requests; use communication tools appropriately
an in a timely manner

Partners with others to get work done.

Biller Influence outcomes and challenges appropriately using fact-based data
Encourages teamwork, builds effective teams and resolves problems by creating a collaborative team
spirit

Biller Identifies and creates the processes necessary to get work done
 Acceptable Actual Proficiency Interviewer's Notes / Comments / Red
Threshold Level Flags

Competent

Competent

Competent
Basic

Basic

Basic

Basic
Basic

Basic

Basic
Category Competency

Systems and Flows

Research
Technical

Transactional Quality -
email, chat, calls

Change Management
 Making Decisions
Business

Commitment to
Excellence

Mind Mapping and

Structured Thinking

Moral Principles and

Ethical Standards
 Speaking & Listening skills
People

Teamwork

Resourcefulness
 Training and
Development

Career Progression
Leadership

Managing Performance

Strategic Management
 Objective

Determine if the applicant:

• Understands and is able to navigate through basic Office Applications and

common office tools such as computer, printer
• Understands and is able to navigate ERP systems (Oracle, AS400, EPIC,
Meditech, etc)
• Understands interrelationships between various components and systems
• Understands workflow of data through the systems
• Uses knowledge of systems to resolve issues

Determine if the applicant:

• Ability to identify relevant sources of information required to complete the

work
• Successfully verify the validity of transactions
• Effective use of data and research in decision making

Determine if the applicant:

• Adherence to the existing process models (email, chat and call models)
• Timeliness in relation to customer satisfaction
• VOC (Voice of Customer) details through emails and surveys

Determine if the applicant:

• Looks for ways to improve current process

• Recognizes and accepts changes in processeses and organization with an open
mind
• Understands the relationship between the changes and the achievement of the
organization's objectives
• Participates in the change initiatives of the company
Determine if the applicant:

• Makes sound business decisions and judgements based on input from others,
data, and feedback.
• Understands work stream financial models
• Makes guided decisions from experiential cases (evaluated experience)

Determine if the applicant:

• Providing service to a customer in a timely, pleasant manner, which could

reflect a positive image for Conifer.
• Goal-based, consistent, committed, and knowledge-driven in process delivery.

Determine if the applicant:

• Breaks down raw information and undefined problems into specific, workable
components that in-turn clearly identifies the issue at hand.
• Ability to create models, flow charts, process documents, and draw high-level
information

Determine if the applicant:

• being fair and just when making decisions

• to act according to one's moral values and standards
• Integrity, unity, service, and respect
• leaves room for human consideration amidst business pressures
Determine if the applicant:

• Communicates in a respectful tone and manner

• Listens actively and communicates effectively with others
• Adjusts communication style to fit the audience and the message
• Corresponds effectively in a variety of communication settings (one on one,
small and large groups or among diverse styles and position levels).

Determine if the applicant:

• Participates in driving completion of team goals and plans, and conflict

resolution.
• Supports team members by encouraging participation and listening to other’s
ideas.
• Promotes synergy between GBC and the head office counterparts plus
stakeholders
• Engages team members to collectively achieve the goals - may they be personal
(individual) or business (common goals)

Determine if the applicant:

• Knowing the most effective and efficient processes to get things done
• Focus on continuous improvement
• Probing for better alternatives
• Recognition that there will always be more than one way to address a concern
Determine if the applicant:
Applies background, technical knowledge, education, and prior job experiences to
current and new job situations.
Demonstrates technical competence, job knowledge and ability to add value
beyond the core job function.
Continually strives to upgrade the depth and breadth of technical and
professional skills.
Makes time for appropriate training, keeps current on tools, technology, and
information needed to meet job performance and challenges.
Shares knowledge and supports peers, staff and others to increase skills, foster
improvement and enhance outcomes.

Determine if the applicant:

Helps and supports colleagues towards personal development, which is aligned

with overall organization success.
Helps and grooms individual to have the drive, commitment and aim to deliver
what the business requires
Maintains assertiveness and discipline in assessing managerial and frontline skills
and capabilities

Determine if the applicant:

Setting SMART goals which may exceed the minimum standard required and
taking calculated risks – all with the aim of delivering added value to the AR
service.
Focusing own, and others’ energy on what really makes a difference, rather than
being constrained by methods which were used in the past.
Seeking out opportunities to improve delivery of service through building
sustainable partnerships inside and outside Conifer

Determine if the applicant:

Has a mental model of the complete end-to-end system of value creation, his or
her role within it, and an understanding of the competencies it contains.
Holds past, present and future in mind at the same time to create better decision
making and speed implementation
Identifies immediate opportunities or threats to the business and resolves or
escalates them accordingly
 Sample Question/s Scope

1. Tell me about a time when you ran into a stop while creating a report because of a
formula you had challenges with in Excel. How did you handle it? What was the result of
you handling it that way?
Supervisor
2. What is one ERP feature you really really like? Supposing that feature isn't available,
how will you handle reporting in relation to your role as a supervisor?

1. Describe what resources and actions you used to speed up backlogs in claims
validation and case turnaround. What was the result?

2. Cite a previous situation when a major decision had to be made around claims being
processed by your colleagues. Briefly describe what happened and how you
participated in that decision. What was the result?
Supervisor
3. Give me an example of when you had a lot of work to do and not enough time in your
day to get it completed. What was your approach?

4. Tell me about a time when you had to report an error or delay. How did you go about
it? Who did you speak with?

1. Walk me through your process model. What is the most missed step in the claims
validation process based on your experience as their leader?

2. What are your KPIs / Metrics?

3. What are charges that are not covered by the payer? These are sometimes
Supervisor
identified at the time of the initial billing and, sometimes, is determined after the
payer denies the charges. These charges usually remain on the UB but may be moved
to the non-covered charges column on the UB.

4. Please tell me about one of these bills you've processed. One that's memorable to
you.

1. Describe something specific that you have done to improve an organization or team
that you were a part of.

2. Who did you reach out to for support or advice? Supervisor

3. What was one policy you anticipated strong responses on? How did you handle it?
How did it go?
Tell me about a significant challenge you have faced in your team in the past two years.
Probe on: complexity of the work/problem, approach, analysis, methods used to the
Supervisor
solve the problem.

1. Tell about a time when <state applicant's previous team> was not meeting
established goals. What did you do to redirect the team so that the goals could be
achieved?

2. Provide an example of when you made a mistake in the workplace. How did you learn
from that and what did you do to make sure you didn't repeat the mistake?
Supervisor
3. Describe what resources and actions you took to meet a recent goal or initiative.

4. Cite a previous situation when a major decision had to be made around claims being
processed by your colleagues. Briefly describe what happened and how you
participated in that decision. What was the result?

1. What are the 3 most challenging situations in your career and how were you able to
manage them?

2. Assuming there are urgent requests from your boss and from your direct report, who
should you prioritize?
Supervisor
3. Was there a time when you discovered a shortcut in the claims process you were
handling? How did you handle it? Was the result fair?

4. How are you with making mistakes? Could you tell me an experience and how were
your leaders with that mistake? How did you handle their feedback?

1. Give an example of a time when you had a differing point of view from your boss or
the team. How did you handle the situation?
Supervisor
3. Tell me about an incident or decision that you've made that you were uncomfortable
with and how did you handle it?

(Anchor from the resume)

1. Have you ever met a representative or a leader who was straightforward in
communicating? What adjustments do you do?
Supervisor
2. Tell me about one friend you had in <state applican's previous / current company if
he's still employed>. How did you become close? Did you have differences in views?
How did you handle those differences?

1. What specific things do you use to establish trust with your team?

2. Describe something specific that you have done to improve an organization or team
that you were a part of.

3. Give an example of a time when you had to vary your style to suit a certain individual.
How did it work out?
Supervisor
4. Team leaders must motivate team members so they can perform their best to achieve
challenging goals. Describe a time when you had to motivate a person or group to
achieve a challenging goal.

5. Share with me an instance where you encountered a conflict with your team
member(s) and what you did to settle the matter. What was the outcome?

1. Tell me about a time when you had to report an error or delay. How did you go about
it? Who did you speak to?
Supervisor
2. How are you with making mistakes? Could you tell me an experience and how were
your leaders with that mistake? How did you handle their feedback?
1. What are the gaps that you idenified from your previous organization's process; what
were your operational inituiatives; and how were you able to collaborate with training
and development team?
Supervisor
2. Describe a time when your team were failing on their QA performance and what did
you do to improve it?

1. Tell me about a time where you saw someone's potential to take on leadership task.
What was the competencies you've identified? How is he/she now?

2. Where are you currently in your career and where do you want to go next? What
would make you go to the next level. When would you say that you are ready?
Supervisor
3. Rate yourself on how well you are focused on career development of your direct
reports.

4. Tell me about your most memorable colleague around his / her success story. What
was your participation in the growth story?

1. Tell about a time when your department or team was not meeting established goals.
What did you do to redirect the team so that the goals could be achieved?
Supervisor
2. Give an example of a time when you took a known risk in order to achieve a business
goal or objective. What were the results?

Describe a time when you had to review information to identify a trend or plan a
Supervisor
strategy.
 Acceptable
Criteria
Threshold

Recommends relevant improvement efforts

Proactively shares knowledge across the business to streamline systems
Secures thorough understanding of tools functionality (ie know what the
Advanced
right answer is and how data should flow, which sub workstreams share
tools etc.)
Understands the RACI details of the system owners

Able to identify gaps using data and research in recommended applications

Expresses a high level of comfort in using different research methods and
tools
Advanced
Evaluates the data gathered to come up with continuous improvement
initiatives

Efficiently completing the transactions adherent to the SOP/model

Ability to share best practice to colleagues Advanced
Identify and implement improvements

Advise on and influence change management; participate in the planning

and implementation of organizational changes
Monitor change management results and measure with business Advanced
objectives
Handle sensitive aspects of organizational change management
Anticipates the consequences of decisions.
Involves people appropriately in decisions that may impact them.
Basic
Makes decisions, sets priorities, and chooses goals based on risks and
rewards.

Voluntarily responds to stakeholders’ requirements promptly and

effectively.
Communicates with stakeholders to determine whether any problems
exist.
Competent
Works in partnership with stakeholders, solves their problems and
encourages their participation and acknowledges their views.
Knows the profiles of stakeholders and responds to their requests in an
informed, knowledgeable and polite manner.

Coordinates the information gathering and reporting process

Reviews trends and compares to expectations
Conducts research to define problems and prepares responses to
Competent
anticipated questions
Defines priorities within performance objectives
Anticipates the possible outcome of potential solutions

Is consistently practicing the core values Competent

making decisions while being objective about biases
Understand the big picture and effectively respond to questions; simplify
complex information to ensure understanding
Engage audience in interactive communication in small and large group
settings and anticipate needs/questions and respond appropriately Competent
Identify the appropriate audience and channel for sharing information and
proactively share appropriate and fact-based information in a fair,
professional, and timely manner

Works cooperatively with others across the organization to achieve shared

objectives
Analyzes needs of internal and external colleagues to help them with their Competent
concerns
Establishes credibility and relationships with customers and peers

Separates and combines activities into efficient workflow

Competent
Looks into the process and identifies improvements points
Has technical knowledge and applies knowledge gained from prior
experiences to job situations.
Develops job-specific skills and knowledge.
Seeks opportunities to build skills and job knowledge. Competent
Makes time or show interest in continuous learning.
Pro-actively identifying training opportunities

Holds self and others accountable for making principled decisions;

addresses unsatisfactory and unethical behavior head-on in the interest of
personal growth Competent
Works to develop existing colleagues towards their desired career path
through evaluation of competencies

Encourages others to find ways of delivering services that will better serve
the needs of customers while meeting local targets.
Sets self and others stretching goals, over and above those required to
meet national standards and targets, where these will help to improve
Competent
local services.
Takes the necessary actions to meet these goals; identifies and applies
measures to track and quantify achievement.

Guide the team to create solutions that deliver value in line with the
business plans.
Competent
Understand the steps to achieve long term business strategy
Evaluating data to gain business insight
Actual Proficiency Interviewer's Notes / Comments / Red
Level Flags
Category Competency

Systems and Flows

Technical

Research

Transactional Quality -
email, chat, calls
 Change Management

Making Decisions
Business

Commitment to
Excellence
 Mind Mapping and
Structured Thinking

Moral Principles and

Ethical Standards

Speaking & Listening

skills
People

Teamwork
 Resourcefulness

Training and
Development

Career Progression
Leadership
Leadership

Managing Performance

Strategic Management
 Objective

Determine if the applicant:

• Understands and is able to navigate through basic Office Applications

and common office tools such as computer, printer
• Understands and is able to navigate ERP systems (Oracle, AS400, EPIC,
Meditech, etc)
• Understands interrelationships between various components and
systems
• Understands workflow of data through the systems
• Uses knowledge of systems to resolve issues

Determine if the applicant:

• Ability to identify relevant sources of information required to complete

the work
• Successfully verify the validity of transactions
• Effective use of data and research in decision making

Determine if the applicant:

• Adherence to the existing process models (email, chat and call models)
• Timeliness in relation to customer satisfaction
• VOC (Voice of Customer) details through emails and surveys
Determine if the applicant:

• Looks for ways to improve current process

• Recognizes and accepts changes in processeses and organization with an
open mind
• Understands the relationship between the changes and the
achievement of the organization's objectives
• Participates in the change initiatives of the company

Determine if the applicant:

• Makes sound business decisions and judgements based on input from

others, data, and feedback.
• Understands work stream financial models
• Makes guided decisions from experiential cases (evaluated experience)

Determine if the applicant:

• Providing service to a customer in a timely, pleasant manner, which

could reflect a positive image for Conifer.
• Goal-based, consistent, committed, and knowledge-driven in process
delivery.
Determine if the applicant:

• Breaks down raw information and undefined problems into specific,

workable components that in-turn clearly identifies the issue at hand.
• Ability to create models, flow charts, process documents, and draw high-
level information

Determine if the applicant:

• being fair and just when making decisions

• to act according to one's moral values and standards
• Integrity, unity, service, and respect
• leaves room for human consideration amidst business pressures

Determine if the applicant:

• Communicates in a respectful tone and manner

• Listens actively and communicates effectively with others
• Adjusts communication style to fit the audience and the message
• Corresponds effectively in a variety of communication settings (one on
one, small and large groups or among diverse styles and position levels).

Determine if the applicant:

• Participates in driving completion of team goals and plans, and conflict

resolution.
• Supports team members by encouraging participation and listening to
other’s ideas.
• Promotes synergy between GBC and the head office counterparts plus
stakeholders
• Engages team members to collectively achieve the goals - may they be
personal (individual) or business (common goals)
Determine if the applicant:

• Knowing the most effective and efficient processes to get things done
• Focus on continuous improvement
• Probing for better alternatives
• Recognition that there will always be more than one way to address a
concern

Determine if the applicant:

Applies background, technical knowledge, education, and prior job

experiences to current and new job situations.
Demonstrates technical competence, job knowledge and ability to add
value beyond the core job function.
Continually strives to upgrade the depth and breadth of technical and
professional skills.
Makes time for appropriate training, keeps current on tools, technology,
and information needed to meet job performance and challenges.
Shares knowledge and supports peers, staff and others to increase skills,
foster improvement and enhance outcomes.

Determine if the applicant:

Helps and supports colleagues towards personal development, which is

aligned with overall organization success.
Helps and grooms individual to have the drive, commitment and aim to
deliver what the business requires
Maintains assertiveness and discipline in assessing managerial and
frontline skills and capabilities
Determine if the applicant:

Setting SMART goals which may exceed the minimum standard required
and taking calculated risks – all with the aim of delivering added value to
the AR service.
Focusing own, and others’ energy on what really makes a difference,
rather than being constrained by methods which were used in the past.
Seeking out opportunities to improve delivery of service through building
sustainable partnerships inside and outside Conifer

Determine if the applicant:

Has a mental model of the complete end-to-end system of value creation,

his or her role within it, and an understanding of the competencies it
contains.
Holds past, present and future in mind at the same time to create better
decision making and speed implementation
Identifies immediate opportunities or threats to the business and resolves
or escalates them accordingly
 Sample Question/s

1. Rate yourself when navigating DOS based applications.

2. Give me a time when you used a DOS-based app and you had to toubleshoot. How did you
handle it? What was the result?

3. Can you give examples of PMS that you have used in the past, please?

4. What is your most favorite feature of that PMS? How about the least?

5. Can you walk me through how bills are reconciled using the software you shared? Was there a
time that you ran into an issue? How did you handle it? What was the result?

1. Describe what resources and actions you took to meet a recent goal or initiative.
Cite a previous situation when you were asked to make a major decision. Briefly describe what
happened and what you have done in that experience.

2. Give me an example of when you had a lot of work to do and not enough time in your day to get
it completed. What was your approach?

3. Describe a situation where you had to collect information by asking people questions.

4. Describe a time where communication in which you were a witness of was handled particularly
well by someone else. What did they do? Why do you think it was effective?

5. Describe the most significant or creative written presentation you had to complete.

1. What are the types of reports that you prepare? Can you describe the purpose of each report?

2. How do you check for the accuracy of your reports?

Sample addition for it to lean towards behavioral:

Was there a time when the claims expense report you made was misunderstood? How was it
sorted? Lessons learned?
Tell me about a significant challenge you have faced in your work in the past two years.
Probe on: complexity of the work/problem, approach, analysis, methods used to the solve the
problem.

1. Tell about a time when your department or team was not meeting established goals. What did
you do to redirect the team so that the goals could be achieved?

2. Give an example of a time when you took a known risk in order to achieve a business goal or
objective. What were the results?

3. Provide an example of when you made a mistake in the workplace. How did you learn from that
and what did you do to make sure you didn't repeat the mistake?

4. Describe what resources and actions you took to meet a recent goal or initiative.
Cite a previous situation when you were asked to make a major decision. Briefly describe what
happened and what you have done in that experience.

5. Give me an example of when you had a lot of work to do and not enough time in your day to get
it completed. What was your approach?

1. What are the 3 most challenging situations in your career and how were you able to manage
them?

2. Assuming there are urgent requests from your boss and from your customer, who should you
prioritize?

Sample additions to slant towards behavioral:

1. Was there a time when you encountered a situation where you realized that a process could
have been done easier? How did you handle it? Was the result fair?

2. How are you with making mistakes? Could you tell me an experience and how were your leaders
with that mistake? How did you handle their feedback?
1. Tell me one time you received a negative feedback and how you handled it

2. Cite an experience when something went really wrong with your work and/or your team and
how did you handle it? How did it turn out?

3. How are you with making mistakes? Could you tell me an experience and how were your leaders
with that mistake? How did you handle their feedback?

1. How do you handle disagreements within the team

2. Have you ever had any disagreements with your immediate manager? How did it go?

1. Have you ever met someone who is straight forward in communicating? What adjustments do
you do?

2. Tell me about one friend you had in your previous job. How did you become close? Did you have
differences in views? How did you handle those differences?

Tell me about a time when your client gave you a tight deadline. How did you handle it?
How did you allow your team to handle it? What was the result?
1. How well are involved with your process? How are you addressing process gaps in Hospital
Billinsg Support?

2. Describe a time that you were out but a report assigned to you needs to be immediately sent
out. How are you able to handle it? What was the result?

3. What are the 3 most challenging situations in your career and how were you able to manage
them?

1. What are the gaps that you idenified from your previous organization's process; what were your
operational inituiatives; and how were you able to collaborate with training and development
team?

2. Describe a time when your team were failing on their QA performance and what did you do to
improve it?

1. Tell me about a time where you saw someone's potential to take on leadership task. What was
the competencies you've identified? How is he/she now?

2. Tell us an experience where in you supported promotion for a direct report. What was your basis
and how did you prepare him for the role?

3. Have you had experience where you mentored people?

1. Tell about a time when your department or team was not meeting established goals. What did
you do to redirect the team so that the goals could be achieved?

2. Give an example of a time when you took a known risk in order to achieve a business goal or
objective. What were the results?

1. Can you describe the methods you use to assess operational effectiveness.

2. Share an experience when your advice was not received well. How didyou handle it?

3.Can you provide an example of a process or procedure you implemented that improved
organizational growth? In what area was the growth most visible?
 Acceptable
Scope Criteria
Threshold

Recommends relevant improvement efforts

Proactively shares knowledge across the business to streamline systems
Secures thorough understanding of tools functionality (ie know what the
Manager Advanced
right answer is and how data should flow, which sub workstreams share
tools etc.)
Understands the RACI details of the system owners

Able to identify gaps using data and research in recommended applications

Expresses a high level of comfort in using different research methods and
tools
Manager Advanced
Evaluates the data gathered to come up with continuous improvement
initiatives

Efficiently completing the transactions adherent to the SOP/model

Manager Ability to share best practice to colleagues Advanced
Identify and implement improvements
 Advise on and influence change management; participate in the planning
and implementation of organizational changes
Manager Advanced
Monitor change management results and measure with business
objectives
Handle sensitive aspects of organizational change management

Quickly responds with a back-up plan if a decision goes amiss.

Provide business with relevant financial support to enable effective
planning while applying moderate budgeting and forecasting techniques
Manager Competent
Provide reasoned advise on modelling, planning and forecasting with
reference to cost, time and quality which might include an understanding
of some aspects of organization strategic direction.

Voluntarily responds to stakeholders’ requirements promptly and

effectively.
Communicates with stakeholders to determine whether any problems
exist.
Manager Competent
Works in partnership with stakeholders, solves their problems and
encourages their participation and acknowledges their views.
Knows the profiles of stakeholders and responds to their requests in an
informed, knowledgeable and polite manner.
 Determines criteria for assessing issues and opportunities
Establishes clear goals and priorities needed to assess performance
Manager Advanced
Reviews and cross-reviews reports. Identifies trends as well as isolated
events

Champions the values and influences others through them

Manager Advanced
Contributes to the enrichment and practice of norms in AR Management

Effectively listen and pick up the total meaning of the message as well as
information that others will typically miss.
Deliver presentation to senior management with confidence and utilize the
question parking lot when necessary
Manager Encourage the sharing of ideas and best practices to ensure understanding Advanced
and achieve best possible outcomes
Is able to effectively handle critical conversations e.g. admin notices,
performance evals, offboarding, addressing behavioral issues

Leads cross-functional business initiatives

Drives collaborative culture and joint accountabilities across multiple
Manager stakeholders Advanced
Maintains and enhances effective cross-functional business partnerships
through demonstrated integrity
 Designs processes and procedures that allow managing from a distance
Manager Advanced
Steers research and consultation to come up with more creative options

Demonstrates the ability to incorporate past job experience and apply

technical knowledge to current job situations.
Is informed and knowledgeable about trends in the field; appropriately
aligns knowledge and skills with organizational initiatives.
Manager Advanced
Works to continuously learn and improve technical and professional skills.
Makes time to participate in training and development opportunities.
Keeps current on skills needed to enhance job performance.
Developing employees' skills through relevant assignments

Exceeds his/her commitment to others by frequently delivering work early

and with excellent quality (described by stakeholders)
Keeps bench strength (internal talent pool) high, which gives AR
Manager Advanced
Management a competitive advantage.
Is capable of implementing effective succession planning utilizing existing
leadership theories and principles
 Takes the necessary actions to meet these goals; identifies and applies
measures to track and quantify achievement.
Overcomes obstacles to achieving goals and uses failure as an opportunity
to learn.
Manager Finding solutions to problems that may impact performance Advanced
Sensitive to current and long-term client needs
Prepares to challenge others and address poor performance where this is
impacting on effective service delivery.

Explain the strategic direction of the organization to others.

Develop and implement solutions at an operational level either to mitigate
Manager Advanced
risk or capitalize on opportunity.
The ability to analyze multiple processes and systems simultaneously
Actual Proficiency Interviewer's Notes / Comments / Red
Level Flags