In-person Interview

Which was most or least rewarding? Accomplishment/Failure.

Most: St. Luke's more input on improvement of processes from start to finish and got to see in real time the impact. Least: Oscar, because I feel held back.

What are your greatest strengths?

(At least 5 with one example story) + Healthcare industry experience: Over 5 years + Soft skills - analytical, problem solving, calm and efficient under pressure, customer service, organized, writing and communication skills + Education/training — Master's in Healthcare innovation (topics critical to the job) - 3.96 GPA

Any questions for me/us?

+ How many people work in the department? + How would you characterize the culture of Banner Health? + How has the company changed over the past few years? + Where do you see the company in 5 years? + What are biggest challenges of this position? + What are some examples of problems I would be expected to address? + What do the day to day job responsibilities look like? + What traits/most important qualities will make this person extremely successful/excel in this role? + If I am extended a job offer, how soon would you like me to start?

Where do you see yourself in 5 years? 10 years? What are your career aspirations?

+ I am driven to be the best at what I do and I want to work for a large, innovative organization, like ______, where I'll have opportunities to develop my skills, take on interesting projects, and work with others that I can learn from. + Ultimately, I'd like to manage more projects and continue to get more involved in strategizing to improve healthcare delivery.

Tell me about yourself

+ over 5 years experience in the healthcare industry + diverse educational background with a bachelor's in biology and journalism which gives me the knowledge to convey complex health information. + Master's of healthcare innovation: strong knowledge of the pillars for the survival and growth within the healthcare industry + I spent 4.5 years improving processes within the Radiology Department at St. Luke's Medical Center, increasing patient volume, improving customer satisfaction, and point-of-service collections by re-structuring the scheduling process + In the last year I have implemented and helped develop pilot projects within the Population Health team here at Oscar where I am a leading contributor. + I am passionate about improving the delivery of care and enjoy constantly adapting to the ever changing healthcare system using my creative problem solving skills + I'm currently looking for an opportunity to apply my skills and experience in a different way to continue to improve our member experience and internal workflows in new ways.

Have you ever faced a conflict of interest during a cross-departmental project? What did you do? Tested ethics.

Address the issue of having a conflict of interest amongst the two parties and suggest they go to Human Resources to devise a plan to maybe of one of the parties work on a different project for the duration and then return to their roles.

Describe a time where someone didn't hold up their load of work and how you had to handle that.

As team members, it is our job to help the whole team achieve success. When I see someone not doing his or her task, I communicate clearly and effectively with the team about my concerns and try to come up with a solution, such as redistributing some of the tasks.

How do you balance cooperation with others and independent thinking? Share an example.

Bounce ideas off each other alternate perspectives

Share an experience when you applied new technology or information in your job. How did it help your company?

Cerner - became an expert, Radiology techs and peers would come to me for help on using Cerner. Even taught the on-call techs to do self scheduling to help in productivity tracking for the department.

What will you do in the first 90 days?

Clear understanding of direct supervisor's expectations and the challenges and projects that are most important to address. I will complete trainings on all aspects of the position to get to work. Ask questions when need be. Learn from my supervisor expectations from me and how measure success in the role. Finally, I will meet with members of the team, and other coworkers to understand how the position fits in with the larger team.

Share an experience in which you successfully shared a difficult piece of information.

Coming in late to work, not focusing on the project - walking away.

Share an example of when you established and accomplished a goal that was personally challenging. What helped you succeed? Our field is always changing. As such, what have you done with regards to personal development when it comes to our posted position in the last 12 months? Give an example of how you set goals and achieve them.

Coursework: Master's degree. Told my coworker about goal to hold me accountable and created a timeline. I also kept a notebook to track my progress to meeting my goal with ways to measure success and ways to observe. I asked my coworker and friend/lead to provide feedback to make sure on track. If not on track, I devised a plan to get on track. OR Performance goals, further develop my presentation skills, signed up to do an on-boarding presentation for new hires had coworker provide feedback and lead.

What strategies do you use to organize and prioritize tasks? Tell me how you organize, plan, and prioritize your work. When you worked on multiple projects, how did you prioritize?

Create a timeline. Bulky projects first and smaller projects in succession or at bottom of list. I manage multiple projects by making lists and scheduling pieces of the project each hour or day, depending on the timeframe. I complete project aspects that I feel will be the most time consuming first. My go-to planning is to do an outline of the project, then address the main points and parts of the project, and save finishing touches for last. I then create a timeline of project aspects and check them off my list as they are completed. Typically, this method allows me extra time to create additional bonuses to my projects. S - At Oscar I work on multiple pilot projects at a time. T - To make sure I am meeting set goals and deadlines for the project, A - My go-to planning is to do an outline of the project, then address the main points and parts of the project, and save finishing touches for last. I then create a timeline of project aspects and check them off my list as they are completed. Typically, this method allows me extra time to create additional bonuses to my projects. R - excellent feedback on project used to educate others on process and workflow

Name a time that something didn't go the way you expected it to and what did you do to change it and take charge

Disorganized pilot project, teammates did not want to do it.

Can you give me an example of a project where you effectively led a team? Describe the project in detail.

During my Master's, I was a team lead for a project proposal for telemedicine oncology clinic to reach underserved, rural populations. I delegated tasks amongst the group based on expertise and interest. I also scheduled check-ins based on project deadlines where we could have the chance to offer feedback and help any team members having troubles completing their portion of the project before the deadline. We were able to get great feedback from the professor and an A on the project.

Share an example of a time you had to gather information from multiple sources. How did you determine which information was relevant?

EmpowHER Intern and Master's program - price transparency

What is your biggest fear?

Focus on your passion for success in the workplace. Mention how you overcome your fear. Ex - Given my level of experience, I have no reservations about any job related tasks. I have no problem picking up the slack whenever necessary, even if it means doing a project I've never done before. However, my biggest fear is that I might take on tasks that alter my role in the company and get me off track from my true career goals. Not being liked

How would you rate your writing skills?

Honed my writing skills by writing proposals in Master's, research papers and writing compelling stories on deadline. Diverse writing style. Enhances my communication skills.

What is your management style?

I believe in building a team and fostering an environment for innovation. Each member of the team should be clear on their role, expectations, know where they fit in and feel as though they can depend on one another. I also believe in real-time feedback. Make sure projects are going according to timeline and provide active feedback and open line of communication.

Why should we hire you? Why are you the best person for the job? What makes you a good fit?Anything else to add?

I just want to say my extensive knowledge in healthcare management through my Master's and my problem solving skills would make me a good fit. I am very excited about this role and how I can leverage my strengths to really contribute to the team and the growth of the company. Thank you very much for meeting with me today.

How do you deal with angry customers who complain about your products/services?

I listen to the complaint, restate the complaint back to the customer to understand, sympathize and offer a solution. Apologize.

How would you react if a coworker blamed you for something that wasn't entirely your fault (eg. missing a deadline) during a meeting?

I would want to clarify. Clarify reasoning behind thinking enough that the failure was entirely my fault. It may be a disconnect in our communication that I was not aware of and want to make sure to address that in case future projects require our teamwork or my approach to projects is not clear to teammates.

What are 3 of your weaknesses?

Internalize things: Make conscious effort to correct.

Our field is always changing. As such, what have you done with regards to personal development when it comes to our posted position in the last 12 months? Give an example of how you set goals and achieve them.

Learning SQL (retrieving data from relational databases) - Learn how to request data from a server, limit and sort the responses, aggregate data from multiple tables with joins, and edit and delete data.

Share an experience in which your ability to consider the costs or benefits of a potential action helped you choose the most appropriate action.

Master's and St. Luke's cost to implement change, expected revenue/benefits how long to break even

Name a time when you identified strengths and weaknesses of alternative solutions to problems. What was the impact?

Master's helped in a project. Identified weakness of adverse reaction to telemedicine. In Pop Health

What is your biggest pet peeve?

Not working as a team and being negative. I do not like when people have negative attitudes, particularly in the workplace. I like to remain positive, even during a difficult situation, and do not let people's negative attitudes affect me.

Please share an experience in which you presented to a group. What was the situation and how did it go?

On boarding - had to explain to group what we do on our team. Obesity solution debate in Undergrad Master's pitch my idea for a price transparency app

How do you handle conflicts within your team?

Talk with the person in private and try to get a better understanding of their behavior. I let them know I am here for support and the importance of how their behavior affects the rest of the team. If manager: emphasize needs to be corrected and give a timeframe. If they continue to not make an effort to address their behavior I will notify the manager.

Why are you looking now? Or Why did you leave your last job? What is your interest level in working for our company? Why are you interested in this position/working for this company? Why do you want to work here? Why did you choose to apply for this position?

On the front lines of new systems, interventions and processes, have learned a lot from working with some amazing people, but I am starting to feel like I need some new challenges. This position really appeals to me because it would allow me to further contribute to strategies to improve healthcare delivery within a leading healthcare system as well as further develop my skills.

What would others say about you?

Reliable, strong work ethic, good under pressure, knowledgable - once trained, others look to me for help, helpful, creative - think outside the box, analytical - always looking for the best way to do things (questioning things that don't feel right) use data/trends to drive change and offer ideas of a solution

Share an effective approach to working with a large amount of information/data. How has your approach affected your company?

Risk Adjustment

Share an experience in which your attention to detail and thoroughness had an impact on your last company. Tell me about a time when your organizational skills helped you succeed.

Risk adjustment initiative where we were getting a lot of pushback from providers and there was a communication disconnect between our vendor to obtain medical records. I took it upon myself to re-sort the project data based on size of patient base, provider specialty, relationship with site, and up-to-date contact information I then grouped each subset into highest priority of medical record retrieval. By doing so I was able to guide our team to obtain medical records much quicker and obtain more high value records. Bringing back 4 million dollars for the company that we did not have to put into the risk adjustment pool.

Give me an example of when you thought outside of the box. How did it help your employer?

Risk adjustment project

Provide a time when you were able to identify a complex problem, evaluate the options, and implement a solution. How did the solution benefit your employer?

S - Asked how we could improve volume in the radiology department. Took it upon myself to revamp the whole scheduling process. Spearheaded a project within the Radiology Department to improve the scheduling process. T - I worked with the marketing team, radiology and admitting manager to improve processes within the radiology department. A - I analyzed radiology department patient volumes, referral sources, and staff productivity. Based on the data gathered, I updated the referral order sheets to be clear on the ordered exams and easily accessible online to referring providers, staffed radiology techs based on high volume times, and prior authorization and patient demographics made available as soon as order submitted. R - Ultimately improving patient volume by 15%, increasing scheduling efficiency and point-of-service collections. (Able to go above anticipated revenue monthly)

Can you give me an example of a project in which you used your analytical abilities? Describe the project in detail. Tell me about an experience in which you analyzed information and evaluated results to choose the best solution to a problem.

S - Asked how we could improve volume in the radiology department. Took it upon myself to revamp the whole scheduling process. Spearheaded a project within the Radiology Department to improve the scheduling process. T - I worked with the marketing team, radiology and admitting manager to improve processes within the radiology department. A - I analyzed radiology department patient volumes, referral sources, and staff productivity. Based on the data gathered, I updated the referral order sheets to be clear on the ordered exams and easily accessible online to referring providers, staffed radiology techs based on high volume times, and prior authorization and patient demographics made available as soon as order submitted. R - Ultimately improving patient volume, increasing scheduling efficiency and point-of-service collections.

Describe a time where you improved a process. Name a time when your advice to management led to an improvement in your company or otherwise helped your employer.

S - Asked how we could improve volume in the radiology department. Took it upon myself to revamp the whole scheduling process. Spearheaded a project within the Radiology Department to improve the scheduling process. T - I worked with the marketing team, radiology and admitting manager to improve processes within the radiology department. A - I analyzed radiology department patient volumes, referral sources, and staff productivity. Based on the data gathered, I updated the referral order sheets to be clear on the ordered exams and easily accessible online to referring providers, staffed radiology techs based on high volume times, and prior authorization and patient demographics made available as soon as order submitted. R - Ultimately improving patient volume, increasing scheduling efficiency and point-of-service collections.

What would you do if your manager gave you negative feedback on the way you approached a problem? Give an example.

S - Manager gave negative feedback of not responding to a member within 24 hours after an inquiry. T - To address the inquiry would take more than 24 hours. My approach was to respond to the member once I had the answer. A - After understanding the problem and my managers reasoning behind the negative feedback, I created a solution to continually keep customer in the loop by creating a template for when a solution to an inquiry would take longer than 24 hours. I also made sure I was reminded through my email before the end of the day so I would know to respond. R - From that point forward, I always responded within 24 hrs no matter the duration of the solution.

How do you handle a challenge?

S - Product designer implemented new technology where a functionality was to 'Snooze' members to outreach if same day callbacks. T - I noticed a trend of duplicate outreach tasks where our team would call the same member the next day after getting a response on the initiative. I identified the cause as the 'Snooze' functionality after investigating further. A - I advised our product designer and team lead of the issues surrounding the functionality reducing customer experience and productivity. After getting a better understanding of the issue, I was able to influence the product designer to disable the 'Snooze' function and update the workflow for same day callbacks. R - Leading to improved member opt-ins to the intervention and improving the member experience.

Name a time you gave excellent customer service. How have you gone above and beyond? Share an example of when you went above and beyond the "call of duty". Provide an example of a time when you were able to demonstrate excellent listening skills. What was the situation and outcome?

S - Through one of our pilot projects for prescription savings, a member had only received half of his prescriptions and paid the full amount after opting into our intervention. T - This was not a known issue until I called the member with additional opportunities for savings through our initiative. A - I listened to the members concerns and repeated the concerns. I let the member know that I was sorry that he had a bad experience, and sympathized, but gave him next steps as to what I was going to do to solve the problem and a timeframe for updates. I worked with the member's provider to write an updated prescription and worked with our vendor to send the remaining of the member's prescriptions at no charge. R - The member was able to receive medications in time, received the prescription savings and thanked me for listening to his concerns and addressing them he felt confident in us to help him in the future.

Tell me about a time you disagreed with a coworker's idea on a project you were both working on together. How did you express your opposition and what happened? Tell me about a team project when you had to work with someone difficult. Share an experience you had in dealing with a difficult person and how you handled the situation. Tell us about a time there was a conflict with an employee. Tell me about a time you had disagreement with a coworker. What did you do in a project that contributed to the team environment? Have you had to convince a team to work on a project they weren't thrilled about? How?

S - We were working on a pilot project and my coworker's idea was to recommend pausing the project as it would not work because major aspects of the project were all wrong. T - The deadline for our project was fast approaching. A - I did my research of the project on my own and advised my coworker that we could use different data points and self sort our target list for a soft launch to get the initial viability of the project. I advised my coworker the importance of providing feedback on the project before pitching it to the rest of our team. R - My coworker tried my suggestions and was able to provide input on the project and we worked together to provide valuable feedback to present to upper management.

Have you ever had a team member who kept raising objections on projects? How did you (or would you) manage them? Tell me about a time you had a conflict at work. What major challenges and problems did you face? How did you handle them? How do you handle a challenge?

S - team not wanting to contribute T A R I just delve deeper into the underlying reason behind the objections. Ask for more details on why objecting and what their solution or approach would be to get a better project outcome. I would then validate their input and praise what aligns with the project goals and offer my own explanation as to why the part of the project he/she objected to is an important part of the project and will look to add the team members input as well to make a more comprehensive project.

Share a time when you willingly took on additional responsibilities or challenges. How did you successfully meet all of the demands of these responsibilities?

S - took on more responsibility by creating workflows and templates for two new pilot projects as well as continue to work on the main project. I created each project outline and established a deadline with my manager. I was able to schedule different aspects of the projects in succession with my main project and so I know when important to do.

How have you gone above and beyond? Share an example of when you went above and beyond the "call of duty".

S/T - Risk adjustment initiative where we were getting a lot of pushback from providers and there was a communication disconnect between our vendor to obtain medical records. A - I took it upon myself to re-sort the project data based on size of patient base, provider specialty, relationship with site, and up-to-date contact information I then grouped each subset into highest priority of medical record retrieval. R - By doing so I was able to guide our team to obtain medical records much quicker and obtain more high value records. Bringing back 4 million dollars for the company that we did not have to put into the risk adjustment pool.

You've noticed that a team member is aggressive or arrogant toward the rest of the team. How would you approach this person?

Talk with the person in private and try to get a better understanding of their behavior. I let them know I am here for support and the importance of how their behavior affects the rest of the team. If manager: emphasize needs to be corrected and give a timeframe. If they continue to not make an effort to address their behavior I will notify the manager.

Describe your work history. How previous job experience relates to role?

St Luke's: Spearheaded a project within the Radiology Department to improve the scheduling process. Ultimately improving patient volume, increasing scheduling proficiency and point-of-service collections. Ex) Little volume, staffing based on patient/provider need, and price transparency Oscar: Test multiple initiatives and new technology, contribute new ideas and approaches while providing constant feedback to improve processes as well as continue to strategize and improve the delivery of care. Ex) OTM, workflow process improvements, increase in conversion rates, increase in medical record retrieval for RA EmpowHER: Researched, wrote, edited and fact checked health related articles within deadline. Honed my writing, research and communication skills. Master's degree: negotiating, budgeting, aligning goals with mission of company, technology; pillars of growth - focusing on processes, leadership including change management, policy, finance, utilizing evidence based practice, outcome measures and evaluation, and technology.

What did you like or dislike about your previous job? (focus on positive, avoid any answers that could potentially be part of the new job)

St. Luke's - hospital setting got to see different aspects of the delivery of care, got to challenge myself and have the freedom to implement new processes within the radiology department and scheduling. Dislike - The follow through on initiatives was not thorough. Oscar - like's - open to feedback and implement change based on feedback. Cons - not as much say on initial projects

How would you advise a team member who complained about a coworker's behavior?

Suggest the team member to talk to the other person about their issue. Let the team member know I am there for support or if they want to role play with me before talking about it with their coworker. I'll then check-in after to see if the conflict was resolved. If not, then advise the team member if they feel more comfortable to speak with Human Resources about their concerns.

What are some long-range objectives that you developed in your last job? What did you do to achieve them?

Take on more projects and contribute with active feedback.

Tell me about a situation that you felt stressed/pressured? Provide a time when you dealt calmly and effectively with a high-stress situation.

Undergraduate with duel majors and worked as a server when I didn't have late classes during the week and worked weekends. Also as part of my journalism curriculum I had to manage time to interview sources for articles on deadline.

Tell me about a time when you developed your own way of doing things or were self-motivated to finish an important task.

scheduling