3.
Interview Questions & Answers (Expanded)
Behavioral Questions
Q: Tell me about a time you had to deal with a difficult patient.
A: SITUATION: While working at Sheridan Doctor’s Clinic, a patient became frustrated due
to a scheduling error that caused a long wait time.
TASK: I had to de-escalate the situation while ensuring minimal disruption to the clinic's
workflow.
ACTION: I calmly acknowledged the delay, sincerely apologized, and offered an earlier
rescheduled appointment. I also followed up with the medical assistant to update the
patient more regularly.
RESULT: The patient appreciated the transparency and returned for future visits. It
reinforced my belief in empathetic and clear communication.
Q: Describe a time when you made a mistake at work. What did you do?
A: SITUATION: I once entered a patient's health card number incorrectly while updating
demographics in the EMR system.
TASK: I had to correct the information quickly to avoid billing issues.
ACTION: I notified my supervisor immediately, corrected the data, and documented the
mistake. I also created a checklist to avoid future errors.
RESULT: The billing was submitted correctly, and my supervisor appreciated my
transparency and proactive approach.
Q: How do you prioritize tasks during a busy day?
A: I start by assessing which tasks are urgent versus important. For example, I ensure
appointment confirmations and patient check-ins are prioritized, followed by returning
calls and organizing medical records. I also use a digital task list to stay focused and track
progress throughout the day.
Technical Questions
Q: What EMR systems are you familiar with and how have you used them?
A: I’ve worked with Accuro, Jane App, OSCAR Pro, and York-Med. I used these systems to
schedule appointments, update patient histories, handle OHIP billing, generate financial
reports, and track inventory and medical forms. I’m comfortable navigating patient
dashboards, uploading lab results, and ensuring compliance with privacy standards.
Q: How do you handle large volumes of phone calls and walk-in patients at the same
time?
A: I manage high traffic by staying calm and focused. For phone calls, I use the hold function
politely and prioritize based on urgency. For walk-ins, I greet them immediately and
provide an estimated wait time. Using multitasking techniques and strong time
management ensures smooth front desk operations.
Q: Explain your experience with medical billing.
A: At Sheridan Doctor’s Clinic, I prepared and submitted OHIP claims using Accuro and
York-Med. I also reviewed rejected claims, corrected errors, and resubmitted within
deadlines. I’ve been trained in medical e-billing through my coursework and understand the
importance of accuracy and confidentiality.
Scenario-Based Questions
Q: What would you do if two patients were accidentally booked at the same time?
A: I would first check which appointment is more urgent, then politely inform both patients
about the situation. I would offer the less urgent patient the next available slot or
reschedule with priority and a sincere apology. Communication and quick resolution help
maintain trust.
Q: A patient is angry about their invoice. How would you resolve this?
A: I would first listen carefully without interrupting. Then I would review the invoice with
the patient, pointing out each charge. If something looks off, I will consult billing or the
physician before giving final clarification. My goal is always to be professional and
transparent to ensure patient satisfaction.
Q: You notice a co-worker violating patient confidentiality. What would you do?
A: Patient privacy is critical. I would privately address my concern with the co-worker first
to confirm understanding. If the behavior continues or was severe, I will report it to a
supervisor or privacy officer as per clinic policy.
Personal Questions
Q: Why do you want to work at our clinic?
A: I admire your clinic’s reputation for patient-centered care and innovation in
physiotherapy. With my background in healthcare administration and passion for
organization and service, I’m confident I can contribute to maintaining your high standard
of operations.
Q: What are your strengths and how do they help you in this role?
A: My strengths include excellent communication, attention to detail, and ability to
multitask. These help me efficiently manage patient flow, handle billing with accuracy, and
create a positive experience for patients.
Q: How do you manage stress during peak hours or challenging days?
A: I stay calm by staying organized. I take short breathing breaks if needed, delegate when
appropriate, and focus on problem-solving rather than panic. This mindset helps me
maintain a high level of service under pressure.
Behavioral Questions (Continued)
Q: Tell me about a time you had to multitask under pressure.
A: SITUATION: During flu season at the clinic, we had walk-in patients, ringing phones, and
appointments all at once.
TASK: I had to manage front desk duties while ensuring patient flow wasn't disrupted.
ACTION: I created a quick check-in queue system, politely asked callers to hold, and notified
medical assistants in real time.
RESULT: The clinic ran efficiently and no patients were turned away. My supervisor praised
my organization.
Q: Give an example of the time you contributed to improving office procedures.
A: SITUATION: Our clinic had trouble tracking follow-up appointments accurately.
TASK: I wanted to reduce missed follow-ups.
ACTION: I proposed a color-coded appointment system and set weekly reminders using
Jane App.
RESULT: Follow-up accuracy improved by 30% and patient care was better coordinated.
Technical Questions (Continued)
Q: How do you maintain confidentiality and follow HIPAA/PHIPA guidelines?
A: I never leave patient charts open on screens or printed documents unattended. I log off
EMR systems when away from the desk, confirm identity before sharing info, and dispose of
sensitive papers in locked bins. These actions ensure privacy and compliance.
Q: Describe your familiarity with appointment scheduling systems.
A: I've scheduled appointments using Jane App, Accuro, and OSCAR Pro. I'm experienced
with recurring bookings, cancellations, and reminders. I always double-check time zones
and practitioner availability to avoid double-booking.
Scenario-Based Questions (Continued)
Q: What would you do if a patient arrives angry because of a billing delay?
A: I would remain calm, listen actively to understand their frustration, then reassure them
I’ll help resolve the issue. I would verify their billing details, contact the insurer or billing
lead, and follow up with them directly. The goal is to resolve and maintain trust.
Q: How would you handle a situation where a provider is running 45 minutes late?
A: I’d inform waiting patients about the delay as soon as possible, offering the option to wait
or reschedule. I'd keep them updated every 15 minutes and provide water or reading
material when possible. Communication helps keep patient’s patient.
Personal Questions (Continued)
Q: What motivates you to work in healthcare administration?
A: I enjoy helping people, staying organized, and being part of a team that supports patient
well-being. Seeing patients cared for efficiently and respectfully is fulfilling for me.
Q: Where do you see yourself in five years?
A: I see myself continuing in the healthcare field, potentially in a leadership or senior admin
role. I aim to deepen my expertise in clinical operations and patient care coordination.
Q: What do you do to stay organized?
A: I use digital calendars, to-do lists, and EMR alerts to stay on track. I also organize patient
documents systematically and review the next day's schedule before the end of the day.
Behavioral Questions (Additional)
Q: Describe a time you had to handle a last-minute schedule change.
A: SITUATION: A physiotherapist had a personal emergency and canceled all appointments
for the day.
TASK: I needed to quickly notify all patients and reschedule them without causing
frustration.
ACTION: I called and emailed each patient, apologized for the inconvenience, and offered
the next available appointment or a waitlist option.
RESULT: Patients appreciated the prompt communication, and over 80% were rescheduled
within the same week.
Technical Questions (Additional)
Q: Have you handled insurance verification or pre-authorization processes?
A: Yes, I have experience verifying insurance coverage for physiotherapy and specialist
services. I contact insurance providers, confirm eligibility, co-pay, and obtain necessary pre-
approvals using both phone and online portals.
Scenario-Based Questions (Additional)
Q: How would you respond if a colleague consistently arrives late, affecting workflow?
A: I would try to address the issue respectfully. First, I’d offer help or ask if there’s
something they’re struggling with. If it continues, I’d inform the office manager since team
reliability affects patient care and clinic flow.
Q: A patient with mobility issues is waiting. How do you assist them while managing
front desk duties?
A: I’d immediately greet the patient, offer a seat, and ask if they need assistance. If needed,
I’d help them with a room or ask a staff member to assist while I manage incoming calls or
check-ins. Patient safety comes first.
Personal Questions (Additional)
Q: What does great patient service mean to you?
A: It means making every patient feel heard, respected, and supported — from greeting
them at the front desk to ensure their concerns are followed up promptly and accurately.
Q: What would your previous supervisor say about your work ethic?
A: They would say I’m dependable, organized, and take initiative. I always showed up early,
supported my teammates, and stayed late when needed to finish daily tasks.
Q: How do you adapt to new technology or software updates?
A: I’m quick to learn through hands-on use and tutorials. I also take LinkedIn Learning
courses when needed. I enjoy adapting to tech that improves clinical workflow.
#### PERSONAL QUESTIONS
1. **Tell me about yourself. **
I’m a motivated Medical Office Administrator in training at Sheridan College with real-world
experience at Sheridan Doctor’s Clinic. I enjoy being the first point of contact for patients,
ensuring appointments run smoothly, and maintaining accurate records. I value patient
comfort and take pride in helping healthcare teams deliver quality care. My strengths
include multitasking, empathy, and excellent communication.
2. **Why did you choose healthcare administration? **
Healthcare administration allows me to combine my organizational skills with a desire to
help others. I enjoy creating an efficient workflow that improves the experience for both
patients and staff. It’s fulfilling to know my work directly supports better health outcomes.
3. **What are your strengths? **
My strengths include clear communication, attention to detail, and calmness under
pressure. I excel in fast-paced environments and am able to manage multiple
responsibilities, from scheduling appointments to resolving patient inquiries.
4. **What are your weaknesses? **
I used to be overly cautious when handling new software, but I’ve learned to adapt quickly
by practicing in simulated environments. Now I feel confident exploring and learning new
tools.
5. **Where do you see yourself in five years? **
I see myself growing into a senior administrative role, potentially supervising a front desk
team or managing clinic-wide operations. I also hope to mentor new administrators and
continue learning in healthcare services.
6. **Why do you want to work in a physiotherapy clinic? **
I’m interested in supporting patients recovering from injury or surgery. The day-to-day
variety and focus on wellness appeal to me, and I enjoy being part of a team that helps
people feel better over time.
7. **How do you stay organized? **
I rely on digital tools like calendars and reminders but also keep a handwritten checklist for
daily tasks. Prioritizing urgent vs. routine duties helps me stay on track.
8. **How do you handle stress? **
I stay calm by focusing on solutions. For example, if a patient is upset, I listen carefully and
respond with patience. Taking short breaks during long shifts also helps me reset.
9. **Describe your ideal work environment. **
I thrive in a structured and respectful environment with clear communication. I appreciate
supportive coworkers and clear expectations from supervisors.
10. **What makes you unique as a candidate? **
My combination of technical training, hands-on clinic experience, and genuine empathy
allows me to balance efficiency with patient satisfaction. I’m dependable, tech-savvy, and a
fast learner.
#### BEHAVIORAL QUESTIONS (STAR Method)
11. **Tell me about a time you had to deal with a difficult patient. **
**S: ** A patient was upset because of a double-booking issue.
**T: ** I needed to resolve the situation calmly and quickly.
**A: ** I apologized, offered a new time the same day, and followed up with a written
confirmation.
**R: ** The patient appreciated the effort and left satisfied. I then worked with staff to
prevent future conflicts.
12. **Tell me about a time you made a mistake. **
**S: ** I once scheduled a patient in the wrong time slot.
**T: ** I had to fix it without disrupting the flow.
**A: ** I called the patient, explained the issue, and adjusted appointments with minimal
impact.
**R: ** The patient understood, and I added a double-check step to my routine.
13. **Describe a high-pressure situation. **
**S: ** During flu season, we had back-to-back appointments.
**T: ** I had to manage calls, walk-ins, and scheduling simultaneously.
**A: ** I prioritized urgent care, logged voicemails, and asked a coworker to assist.
**R: ** We managed the rush and avoided delays.
14. **Tell me about the time you improved a process. **
**S: ** Our clinic had frequent appointment no-shows.
**T: ** I suggested we implement reminder calls.
**A: ** I created a call list and contacted patients a day in advance.
**R: ** No-shows dropped by 20% in one month.
15. **Describe a time you worked in a team. **
**S: ** We needed to digitize old paper records.
**T: ** The team divided the work but lacked a tracking method.
**A: ** I created a shared checklist.
**R: ** It improved efficiency and avoided duplication.
#### TECHNICAL/ADMINISTRATIVE QUESTIONS
16. **What EMR systems do you know? **
I’ve worked with Accuro, Jane App, and OSCAR Pro. I used them for scheduling, updating
patient records, billing, and prescription logs. I feel confident navigating their interfaces.
17. **How do you handle insurance and billing? **
I ensure correct billing codes are used and double-check insurance information. I’ve worked
with OHIP billing and submitted claims electronically using York-Med and OSCAR.
18. **How do you protect patient confidentiality? **
I ensure patient data is only accessed when needed, log out after sessions, and lock paper
files. I follow privacy rules like PHIPA for all tasks.
19. **What steps do you take in appointment scheduling? **
I check provider availability, confirm insurance, enter the appointment in the EMR, and
send reminders to the patient. I also flag any special accommodations.
20. **What admin tools do you use? **
I regularly use Microsoft Word, Excel, and Outlook for documentation and scheduling. For
accounting, I’ve used QuickBooks for clinic finances.
#### CUSTOMER SERVICE & COMMUNICATION
21. **How do you handle upset patients? **
I let them speak, acknowledge their concern, and respond calmly. If needed, I will escalate to
the appropriate team member. Being empathetic is key.
22. **How do you make patients feel welcome? **
I greet each patient with a smile and friendly tone. I ask how they’re doing and offer help if
they’re confused about forms or wait times.
23. **How do you communicate with non-English-speaking patients? **
I use simple words, gestures, and visual aids. If possible, I involve someone who speaks
their language or uses translation tools.
24. **How do you prioritize phone calls and walk-ins? **
I acknowledge the person in front of me, then answer the call briefly or ask to hold. I then
assist both parties in a timely, balanced way.
25. **Describe your phone etiquette. **
I answer within three rings, use a professional greeting, confirm the caller’s name, and keep
a calm and clear tone throughout.
#### SITUATIONAL QUESTIONS
26. **What would you do if the EMR system crashed? **
I’d switch to manual check-in sheets, document key info, and inform staff immediately. Once
the system is restored, I’d back-enter the data.
27. **What if two staff members were arguing in front of patients? **
I’d calmly ask them to step aside and de-escalate. Then report the incident to the supervisor
after ensuring patients remain comfortable.
28. **How would you handle a double-booked appointment? **
I’d apologize, offer a new time, and consult the provider for flexibility. I’d document the
issue to prevent repeat errors.
29. **What if a patient demands a walk-in visit when fully booked? **
I’d politely explain the schedule, check for cancellations, or offer another day. If it’s urgent,
I’d notify the provider for advice.
30. **How would you respond to finding a file with missing patient info? **
I’d flag the file, notify the responsible team member, and update the record once the correct
details are confirmed.
✅ Additional Questions (31–50)
🧠 PERSONAL / MOTIVATION (Continued)
31. How do you handle feedback or criticism?
I view feedback as an opportunity to gain experience. At my last clinic, my
supervisor suggested I improve the clarity of my phone communication. I practiced
with coworkers and reviewed patient calls, which helped me speak more
confidently and clearly.
32. What motivates you to work in a clinic setting?
Helping others and making their medical experience smoother motivates me. I enjoy
seeing a patient smile when things are handled efficiently. It gives me a sense of
purpose.
💼 BEHAVIORAL QUESTIONS (STAR/CAR)
33. Tell me about a time you had to learn something quickly.
C: At Sheridan Clinic, I was asked to use Jane App without training.
A: I watched tutorials, asked questions, and practiced in demo mode.
R: By the end of the week, I was confident and even helped others with shortcuts.
34. Describe a time you disagreed with a coworker.
S: A coworker and I disagreed about handling a last-minute appointment.
T: I wanted to follow protocol, they wanted flexibility.
A: We spoke privately, found a compromise, and asked the doctor for input.
R: It was handled professionally, and we built mutual respect.
35. Tell me about a time you helped someone adapt to a new system.
S: A new coworker was struggling with our EMR.
T: I took time after work to walk her through it.
A: I created a simple reference guide.
R: She became confident and thanked me for my help.
36. Give an example of going beyond your job duties.
Once, I noticed an elderly patient confused about medication forms. Though not my
job, I kindly explained how to fill them out and helped her contact the pharmacist
for clarification.
TECHNICAL SKILLS
37. What do you do to stay current with medical admin practices?
I attend webinars, follow healthcare admin forums, and take LinkedIn Learning
courses. This keeps me informed about new tools and compliance updates.
38. How do you manage document filing in compliance with privacy laws?
I ensure physical files are locked and digital files are encrypted and access
restricted. I also follow retention policies and avoid leaving documents unattended.
39. What steps do you take when training new front desk staff?
I start by explaining expectations, give hands-on EMR training, walk them through
policies, and shadow their performance, offering tips and encouragement.
40. Describe your experience with monthly reporting.
I have used Excel to generate monthly appointment and billing reports. I double-
check data for errors and format it for supervisors to review trends and
performance.
🤝 CUSTOMER SERVICE / TEAMWORK
41. Describe a time you worked with someone quite different from you.
A coworker had a very fast-paced work style, while I was more detail-focused. We
balanced each other well by learning to communicate our styles and supporting
each other's strengths.
42. How do you manage patient expectations?
I stay clear and transparent, setting proper wait time expectations and following up
when needed. I listen to concerns and resolve issues respectfully.
43. What would you do if a patient started crying at the front desk?
I would lower my voice, offer them a private space if possible, and listen
empathetically. I would reassure them and contact a nurse or provider if
appropriate.
44. How do you maintain professionalism under pressure?
I breathe deeply, focus on solutions, and stay calm. Patients trust us more when we
stay collected, especially during busy times or conflicts.
🧩 SITUATIONAL JUDGMENT
45. You suspect a coworker is mishandling patient data. What do you do?
I would document the concern and report it to a supervisor or privacy officer,
ensuring it is handled discretely and professionally.
46. What would you do if a patient insists on skipping the queue?
I would explain the clinic’s policy respectfully and let them know we value fairness.
If they are in distress, I would ask a provider if we can make an exception.
47. How would you prioritize tasks during a terribly busy shift?
I would list tasks by urgency, address patient-facing duties first, and delegate or
reschedule lower-priority tasks where possible.
48. You made a scheduling error that caused a patient to wait an hour. What next?
I would apologize, explain the mix-up, and offer a reschedule or sooner option. I
would also notify the team and document the error to improve future systems.
49. A patient wants to speak with a doctor who is not available. What do you do?
I would explain the doctor’s availability and offer to book the next slot or leave a
message. If urgent, I would consult a nurse or available practitioner.
50. What would you do if no one showed up to relieve you for the next shift?
I would notify my supervisor and wait until coverage arrives, ensuring patient care
is not disrupted. Then I would help find a backup to prevent it in the future.
