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Interviewing and Hiring to Meet Organizational Goals
John Behn, MPA Laurie Daigle, CPC
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Objective Understand the position Focus on needs
Identify necessary skills Establish education or training requirements Create interview questions to meet the needs of each position Team interview Score applicants
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Focus on Needs Identify the need, not just the position
Example: Registration Even-tempered Communication skills Attention to detail Presentation Tattoos Piercings By Wiros from Barcelona, Spain - tattoo 16f, CC BY-SA 2.0,
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Identify Skills on Resume
Match needs with skills Attention to detail Bank teller Chess player Calm under pressure in a hectic environment Day care provider
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Business Office Needs Needs Avid gamer Computer skills Problem-solving
Self discipline Intellectually curious Create questions to assess Avid gamer Likely to have Computer and problem solving skills
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Education and Training Requirements
Does the job really require a degree? Previous experience? Previous experience does not equate to good experience How much do you really gain from previous employment reference
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Set Ground Rules Establish interview format
Questions pertain to life in general, and examples can be about any experience relevant to the question, not just work-related Example scenarios should be realistic
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Questions to assess Training Education Inherent skills Self awareness
Interview Questions Training Education Inherent skills Self awareness Problem solving skills Ability to work with a team Questions to assess
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Interview Questions: Experienced Applicants
Biller with experience What was your personal ATB backlog? Ratio of wins to losses for appeals? How did you contact payors? How did you manage your queues/backlog? Customer Service with experience How many calls per day? Average call time? Previous process for dropped calls? Describe top three skills for call center specialist?
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Interview Questions: Experienced Applicants
Were you routinely audited? How were errors identified, corrected? What was the facility PHI policy? Describe the steps for proper patient identification Insurance verification Describe an acceptable order
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Interview Questions: Problem Solving
Give an example of a time you identified and fixed a problem before it became urgent Tell me about a time when your decision did not work out How did you fix it? What did you learn? What steps do you take to solve a difficult problem? Who do you go to for assistance or feedback?
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Interview Questions: Teamwork
Describe a time where you had to work with a team or group to solve a problem What was your role? How did it work out? Would you rather work with people or data? If you overheard some colleagues talking about you, what do you think they say? How would you respond?
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Interview Questions: All Positions
Tell me about yourself What is your greatest strength? Look for examples Relevance to the position What is your greatest weakness? Look for honesty Self-awareness Describe your previous boss
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Assess Responses Pay attention to Innovative or imaginative solutions to problems Tendency to blame others Examples of teamwork Delayed responses, or inability to respond Canned responses Interest in the format, willingness to engage Reactions when responses are challenged
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Interview Format Team interview if possible Interviewer
Scribe – write responses, take notes, assess body language Ask follow-up questions Provide example scenarios Control time
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Score Behavior Observed Behavior Comment Excellent Good Fair Poor N/A
Handshake Introduction Eye contact Preparedness Resume Prepared questions Body language Word choice, grammar, filler words or phrases
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Demonstrates (desired skill)
Score Questions Question Demonstrates (desired skill) Comment Excellent Good Fair Poor
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Evaluate Objective scores Comments Interviewee ratings
Arrange follow-up interview if necessary
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90-day review period Scheduled face- to-face to assess Mentor
Hiring 90-day review period Scheduled face- to-face to assess Teamwork Problem Solving Communication Attention to detail Mentor Schedule re-evaluation
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Questions?
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Thank You Stroudwater Revenue Cycle Solutions was established to help our clients navigate through uncertain times and financial stress. Increased denials, expanding regulatory guidelines and billing complexities have combined to challenge the financial footing of all providers. Our goal is to provide resources, advice and solutions that make sense and allow you to take action. We focus on foundational aspects which contribute to consistent gross revenue, facilitate representative net reimbursement and mitigate compliance concerns. Stroudwater Revenue Cycle Solutions helps our clients to build processes which ensure ownership and accountability within your revenue cycle while exceeding customer demands. Contact us to see how we can help. Laurie Daigle, CPC John Behn, MPA
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