Does applicant have service skills, or not?

Jamie Kennedy, a patient access supervisor at Ohio State University East Hospital’s ambulatory clinic, says that her clinic is hiring additional staff, and customer service is her number one priority.

“How the person presents themselves to us will give an indication of how they will present themselves with patients,” she says.

During an interview, Kennedy asks questions in an interview that are related directly to customer service, such as, “Give an example of a time when you had to handle a difficult situation with a patient. How was it resolved?” Next, she asks the applicant to name one thing they might do differently.

“The way a person answers this question tells you a lot about their customer service skills,” she says. “If they speak negatively about the patient and the issue that occurred, it might be a red flag.”

In addition, Kennedy looks for the applicant to make eye contact and face her directly as a sign of confidence and leadership.

“Someone who is facing the door might be perceived as having a lack of confidence or standoffish,” she says. “We want someone friendly and outgoing, not someone closed off and passive aggressive.”