As a case manager, you will help individuals and their families deal with some of the toughest times in their lives. The following case manager interview questions and answers will help your interviewer learn more about you, your abilities and your passions.
Why Did You Become a Case Manager?
This is a very important question since it will provide a bit of background about you and the things that drive you to be successful in your career. Perhaps you became a case manager because of a personal experience. If so, provide some history. “My grandmother was very ill with cancer and I feel that she would have been able to make better decisions if she had been informed of all of her options” would be a fantastic answer. Otherwise, simply provide a brief explanation of why you chose this career. “I want to make sure that people who are ill or facing a crisis will have all of the information and support they need to make it through the difficult times.”
How Would You Handle an Irate Client?
In any line of work, there will come a time when you will likely be faced with an angry or upset client. In most cases, you will have to use your training and expertise to calm this individual and help resolve the underlying issue. If you have had experience in doing this, a brief story would make a fantastic answer. If not, simply provide a scenario followed by the way you would handle it. “If my client was upset because the hospital wanted to perform a treatment that his insurance would not cover, I would do my best to find a middle ground or see if there is any way that the insurance company would pre-approve the procedure if it was deemed medically necessary.”
Are You Willing to Work Weekends and be On-Call?
As a case manager, your duties go far beyond the typical nine-to-five work schedule, especially if you work as a patient liaison in a hospital. There may be times when you need to explain the options to patients in emergency situations. Your willingness to work weekends and holidays as well as remain only a telephone call away will show your employer that you are ready to do whatever it takes to get the job done. “I understand that weekends and holidays are part of the job description. I know that patient illnesses and injuries do not wait for convenient times to occur, so I will be available as needed at any time” is a phenomenal answer.
Can You Describe a Situation in which You Made a Difference for a Patient?
Although this question may seem like a way to measure your ability, your interviewer is likely looking to gauge your sense of pride in your work by asking. If you have work experience and you can provide such an explanation, then do so—but keep your description relatively short and to the point. “I once helped a gentleman who did not have any health insurance secure the financing he needed to have life-saving surgery” is a great place to start, but be sure to embellish with some details, as well. If you do not yet have work experience, perhaps you can provide some insight by relaying a story you read or an observation you made that touched you.
Your duties as a case manager will vary greatly, so your interviewer will want to ask you probing questions to determine your capabilities, your reasoning and your dedication to your patients as well as your employer.