It’s just as important to have the right people in place at the start as it is to hire the right therapists. Heres how to find (and keep) the best front office staff. Erica McDermott|.
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You want the best people when you hire your PT front desk staff, no matter how many you need. After all, the people who work at the front desk are in charge of making a good impression on new patients, keeping your schedule full, and getting the billing process off to a good start. Thatâs huge. It’s a good thing you know what to do to get top talent—well, you will after reading this post. Go on. What are you waiting for?.
Interviewing at WebPT, a leading rehab therapy platform, can be an exciting yet daunting prospect. With its rapid growth and reputation for innovation, WebPT only hires the best. This means the interview process can be quite rigorous.
To help you prepare and impress your future employers, I’ve compiled the 15 most common WebPT interview questions. These questions aim to assess your technical skills, problem-solving abilities, communication style, and culture fit.
Mastering your responses and projecting confidence can make all the difference in advancing to the next round or potentially receiving a job offer. So let’s get right into the top questions and tips to ace your WebPT interview!
1. Walk Me Through Your Experience with Customer Service and Satisfaction
With a highly competitive market, WebPT understands that customer satisfaction is key. This question evaluates your track record and strategies for enhancing user experience.
Tips
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Outline specific ways you improved satisfaction at past companies (e.g. surveys, social media monitoring).
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Discuss metrics used to measure impact (e.g. NPS retention rate).
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Demonstrate analytical skills by connecting initiatives to tangible improvements.
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Emphasize how customer satisfaction informs product development.
Example:
At my last company, I spearheaded quarterly customer satisfaction surveys to gather actionable feedback. By analyzing this feedback and online reviews, I identified common pain points in the user interface that hindered adoption. My team addressed these issues directly by simplifying navigation and enhancing educational resources. To measure impact, we tracked Net Promoter Score (NPS), which saw a 12% increase in the first year. This data-driven approach ensured our product iterations were aligned with user needs.
2. How Do You Manage a High Volume of Billing Tasks While Maintaining Accuracy?
Billing operations require meticulous attention to detail. This question tests your organizational skills and process efficiency under pressure.
Tips:
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Provide a specific example of handling high billing volume.
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Emphasize techniques used to optimize workflow like task prioritization, batch processing, automation tools.
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Outline quality assurance steps taken to ensure accuracy (audits, double-checking).
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Share process improvements made and resulting benefits like error reduction.
Example:
Recently, our billing volume doubled unexpectedly when we onboarded a large customer. To manage this uptick efficiently, I streamlined our process by implementing workflow automation for repetitive tasks like payment confirmation emails. For tasks requiring manual review, I batched similar items to improve processing speed. Implementing small optimizations like macros and keyboard shortcuts also boosted efficiency. Throughout, I spot-checked batches and conducted daily audits to ensure every bill was accurate before sending. These steps allowed us to scale smoothly while reducing billing errors by 20%.
3. What’s Your Approach for Maintaining Detailed Customer Service Records?
This question evaluates your organization, documentation skills, and ability to leverage records to enhance customer experience.
Tips:
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Discuss specific methods and tools used for thorough documentation (e.g. CRM system, help desk software).
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Explain benefits of detailed records, like improving issue resolution and identifying trends.
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Share examples of using records to improve customer service (e.g. reducing repeat issues).
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Highlight how you make records easily accessible to service team.
Example:
I firmly believe detailed documentation is crucial for delivering exceptional service. I use Salesforce to log every customer interaction in a central knowledge base, including key details like contact info, issue summary, and resolution. This repository enables our team to reference past conversations and troubleshooting steps, reducing redundant efforts and accelerating issue resolution.
Recently, I noticed a spike in password reset requests, so I ran reports in Salesforce to analyze this trend. My analysis revealed our password requirements were overly complex. I worked with our developers to simplify the policy, resulting in a 37% decrease in password inquiries. This showcases the power of comprehensive records to identify and address systemic customer service issues.
4. Walk Me Through Your Approach to New Client Onboarding
This question measures your ability to effectively integrate new clients. WebPT seeks candidates who can balance process efficiency with personalization.
Tips:
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Emphasize starting with an assessment of the client’s unique needs and objectives.
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Discuss providing customized training and resources tailored to their requirements.
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Explain how you would maintain open communication and seek feedback during onboarding.
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Share specific strategies for setting clients up for long-term success and satisfaction.
Example:
My onboarding approach starts with an in-depth needs analysis for each new client to understand their specific goals and challenges. Based on this, I tailor their onboarding plan and resources to directly address their needs, accelerating their ramp-up and success.
Throughout onboarding, I prioritize clear communication, setting expectations and reviewing key milestones. To reinforce training, I conduct weekly check-ins, invite feedback, and adjust pace or content based on the client’s grasp of the material.
Post-launch, I follow up regularly to ensure clients are utilizing the platform effectively and identify any lingering questions. This commitment to education and support establishes ongoing trust and confidence.
5. How Do You Stay Up-To-Date on Development Trends and Technologies?
This question determines whether you actively expand your technical knowledge and integrate new solutions. WebPT seeks innovative developers who bring fresh ideas to the table.
Tips:
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Discuss where you learn about new tech and best practices (blogs, conferences, demos).
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Share examples of successfully implementing a new language, framework, or tool in a project.
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Mention how new tech improved outcomes like performance, scalability, or cost (metrics are great).
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Highlight passion for continuous learning and ability to discern which technologies are worth adopting.
Example:
Staying current is crucial in this fast-moving industry. I actively leverage resources like tech blogs, virtual conferences, and GitHub trends to identify emerging tools. Before integrating them, I thoroughly evaluate relevance to our stack and potential benefits.
For example, when Docker’s benefits for streamlined deployment became clear, I proposed and led adoption of containerized architecture. This improved our application deployment time by 300% and enabled easier scalability. I also participate in hackathons to experiment with new languages like Rust, expanding my technical versatility. Overall, I balance pragmatic evaluation with an enthusiasm for learning and applying cutting-edge technologies.
6. How Did You Use EDI to Solve a Complex Business Problem?
This assesses your ability to leverage Electronic Data Interchange (EDI) to streamline processes and drive business value. Specific examples demonstrate technical expertise.
Tips:
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Outline a particular challenging situation and EDI-based solution.
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Explain relevant technical details concisely to showcase EDI proficiency.
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Quantify benefits like improved efficiency, cost savings, accuracy, etc.
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Emphasize collaborative efforts and creative thinking involved.
Example:
As a healthcare EDI Analyst, I once tackled excessive manual claim errors stemming from our outdated paper-based system. I presented a case for implementing EDI claim submission to leadership by benchmarking industry best practices. Once approved, I coordinated with our IT team to integrate this EDI solution with our billing platform and providers’ systems, which eliminated manual re-entry and automated claim submission.
This EDI implementation reduced claim rejection rate by 50% within a year. It also lowered our operating costs by roughly $40,000 annually. This project exemplified how targeted EDI solutions can drive transformative business impact.
7. Share an Example of Improving Accounts Receivable Processes
This question tests your financial operations experience. WebPT seeks candidates who can enhance collections and cash flow through process improvements.
Tips:
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Outline a specific AR problem you identified and addressed.
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Discuss diagnosing the root cause through data analysis.
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Explain the solution and process changes implemented.
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Share measurable results like reduced DSO, increased collections.
Example:
In my last role, I uncovered an issue with outstanding invoices causing delays in cash flow. Upon analyzing our AR data, I pinpointed a lack of follow-up on past-due accounts. I introduced a more proactive process, including system-generated reminders for unpaid invoices and flexible online payment options.
Within 2 quarters, these changes reduced DSO by 21 days. Past-due accounts also decreased by 38%. This example highlights my ability to analyze AR data, identify issues, and implement high-impact solutions to improve collections.
8. How Do You Efficiently Reconcile Accounting Discrepancies?
Accounting reconciliation skills are vital at WebPT. This questions assesses your analytical abilities and attention to detail.
Tips:
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Discuss your step-by-step reconciliation process.
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Highlight use of accounting tools/software to identify discrepancies.
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Emphasize communication with relevant departments to resolve issues.
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Share improvements made to streamline reconciliation and reduce errors.
Example:
Ensuring accurate financial data is critical, so I follow a rigorous reconciliation process. First, I verify entries match supporting documentation, reviewing for any input errors. I
Be totally upfront about who youâre looking for.
Talking to someone is important for any relationship to last, and your possible relationship with a new applicant is no different. You can set the tone for years to come if you decide to hire them if you start the relationship on an honest and open business. So, in your job description and during the interview, be super honest about:
- that front desk rock star you want on your team,
- the day-to-day expectations for the role,
- career growth potential, and
- how you plan on measuring performance.
That last piece is especially important according to Brian Gallagher, PT, owner and CEO of MEG Business Management. As he says in this blog post, if you don’t want front desk workers who only come in to get paid for eight hours of work, make sure they know what they will be judged on from the start. That way, there will be no confusion later on. During his Ascend 2019 talk on hiring front desk workers, Gallagher said that every front desk worker should be:
- an excellent communicator,
- competent with computer-based scheduling systems, and
- a persistent collector.
Master the art of the interview.
Interviews are perhaps the most crucial component of the hiring process. Without them, youâre essentially hiring a résumé. Hereâs how to make the most out of your interviews with prospective employees:
Want some more sample questions? Here are 29 additional interview questions to consider (adapted from this source, this one, this one, and our own interviewing and hiring experience):
- What made you want to become a front desk manager, coordinator, or associate? What do you like best and least about your job?
- What makes you want to work for our company? Why do you think you’d be a good fit for our team?
- How do you handle stress?
- Whatâs the best thing youâve ever learned on the job?
- How do you stay organized?
- Someone from your team, if I asked them to describe you in three words, what would they say?
- What are you reading right now?
- What did your last boss do that was great and you wish everyone did it?
- What is the last gift you gave someone?
- What can your hobbies tell me that your résumé canât?
- Let me know about a time when you went above and beyond what was asked of you.
- How do you stay up-to-date on HIPAA rules and regulations?
- How do you feel about patient collections?
- In what way would you deal with a patient who refused to pay their copay?
- What has been the hardest collection case you’ve had to deal with so far, and why? What did you learn from it?
- Describe your ideal work day.
- What do you do well? What do you want to improve over the next year?
- What does efficient scheduling mean to you?
- How do you make sure that your patients show up for their appointments?
- How would you deal with a patient who is angry? What about a therapist who is angry?
- How do you ensure youâre making a great first impression?
- Please tell me about a time when you or your clinic used one of your ideas to improve things.
- What are your career goals, and what are three things you’ve done this year to move closer to them?
- What motivates you?
- Have you ever been told by your boss to do something you didn’t agree with? If so, how did you handle it?
- What was your favorite and least favorite thing about your last (or current) job?
- How long have you worked with an EMR? Which EMRs do you know how to use?
- What are three important things that must be present in a clinic for you to do your best work?
- What certificationsâif anyâdo you currently hold?
