kaiser permanente case study interview

Kaiser Permanente Hiring Process

The Kaiser Permanente hiring process typically begins with an online application, followed by a phone or video interview with a recruiter. Candidates who pass the initial screening may then be invited for in-person or virtual interviews with hiring managers and team members. These interviews often involve behavioral questions, scenario-based questions, and discussions about the candidate’s experience and skills. The process may also include multiple rounds of interviews, panel interviews, and reference checks. Overall, the hiring process at Kaiser Permanente is described as straightforward, with some candidates experiencing delays in communication and feedback.

Common Kaiser Permanente Interview Questions

1. can you describe your experience in providing patient care and how it aligns with kaiser permanente’s values.

The heart of this question lies in your ability to provide quality, compassionate care that aligns with the values of a healthcare organization focused on improving health and wellness. It’s about your dedication to patient satisfaction, commitment to continuous improvement, and your ability to work within a diverse, integrated team to provide the best possible outcomes. The interviewer is essentially trying to gauge whether you prioritize the same principles that guide the organization’s approach to healthcare.

How to Answer:

Reflect on your experiences where you’ve provided high quality patient care. Speak about how these instances align with the company’s values of compassion, respect and health-focused mindset. Highlight any innovative or efficient practices you used that resulted in positive outcomes. If you’re new to healthcare, discuss how your passion for providing empathetic care aligns with their mission.

Example: Throughout my career, I have always prioritized patient-centered care, which aligns closely with Kaiser Permanente’s values. For example, in a past role, I was responsible for managing the care of a diverse group of patients with chronic conditions. I made it a point to not only provide medical treatment but also listen and understand their concerns, fears, and goals regarding their health. This holistic approach helped me develop personalized care plans that improved their quality of life.

In addition, I believe strongly in preventive care and education, another key value at Kaiser Permanente. I consistently took the time to educate my patients about lifestyle changes and preventative measures they could take to manage or even prevent the progression of their diseases. This proactive approach resulted in fewer hospital admissions and better overall health outcomes.

Lastly, I am committed to continuous learning and improvement, as this is necessary to keep up with the rapidly evolving field of healthcare. I regularly participate in professional development activities and seek feedback from colleagues and patients to improve my practice. This commitment to excellence and growth aligns well with Kaiser Permanente’s dedication to high-quality care and innovation.

2. How would you handle a situation where a patient is uncooperative or refuses to follow medical advice?

This question is all about your ability to be patient, understanding, and persuasive in tense situations. In a healthcare setting, it’s not uncommon to encounter patients who may be resistant to medical advice due to fear, distrust, or misunderstanding. As a potential employee, your ability to manage such scenarios with empathy and tact, while never compromising on the quality of care, is key. Your response will reveal your communication skills, emotional intelligence, and commitment to patient safety.

Start by empathizing with the patient’s perspective, emphasizing your understanding of their concerns. Share a past experience where you dealt with a similar situation using strong communication skills and patience. Highlight how you provided education about the importance of medical advice to ensure their best health outcomes. If you’re new in this field, speak hypothetically but confidently about your approach to such situations; reassuring them that their wellbeing is your priority.

Example: In situations where a patient is uncooperative or refuses to follow medical advice, it’s important to approach the situation with empathy and understanding. I would first try to understand their concerns or fears that may be leading to this behavior. It could be due to fear of side effects, lack of trust in healthcare providers, or misunderstanding about the treatment plan.

Once I have identified the root cause, I would use clear communication to explain the benefits of following the medical advice and what potential risks they might face if they choose not to adhere. If necessary, I’d involve family members or caregivers who can provide additional support. However, at the end of the day, it’s crucial to respect the patient’s autonomy while ensuring they are making informed decisions.

If the refusal continues, I would document the conversation and the patient’s decision for future reference. This way, we maintain transparency and protect both the patient and the healthcare provider.

3. What steps do you take to ensure proper communication among interprofessional healthcare teams?

Successful healthcare delivery relies on seamless coordination and communication among various professionals. Each individual brings unique skills and perspectives that contribute to comprehensive patient care. By asking this question, hiring managers aim to gauge your understanding of the importance of interprofessional communication, your ability to facilitate it, and your commitment to fostering a collaborative work environment. They’re interested in whether you can help maintain the smooth operation of their healthcare team while ensuring patient safety and satisfaction.

To answer this question, highlight your experience with team communication tools and protocols. Discuss instances where you’ve had to facilitate effective communication in a team setting, such as regular meetings, collaborative planning, or digital platforms for instant communication. Emphasize the importance of clear, respectful conversations, active listening, and timely feedback among different healthcare professionals to ensure seamless patient care. Remember to also mention any strategies you have used to resolve conflicts or misunderstandings within a team.

Example: To ensure proper communication among interprofessional healthcare teams, I believe in the power of regular and structured meetings. These gatherings can serve as a platform for every team member to share their insights, discuss patient care plans, and address any issues or concerns. For instance, implementing daily huddles can be an effective way to facilitate quick updates and foster open dialogue.

In addition, I strongly advocate for leveraging technology to streamline communication. Tools such as electronic health records (EHRs) can significantly enhance information sharing across different professionals. By ensuring everyone has access to accurate and up-to-date patient data, we can minimize misunderstandings and improve overall patient care. Furthermore, it’s essential to create a culture that values open and respectful communication. Encouraging feedback and promoting active listening can help build trust and mutual understanding within the team.

4. How have you previously managed large caseloads while maintaining quality of care for each patient?

In the healthcare industry, it’s all about finding the right balance. Hiring managers want assurance that you can handle the demands of a high-volume role without sacrificing the quality of patient care. They are interested in your ability to prioritize, manage your time effectively, and still provide excellent service to each patient. This question helps them gauge your organizational skills, efficiency, and dedication to patient care.

Highlight examples from your past experiences where you successfully managed a high volume of cases without compromising on quality. Discuss the strategies and tools you used, such as time management techniques or specific software systems. Also, stress your commitment to each patient’s individual needs, showing that maintaining a high standard of care was always at the forefront of your approach.

Example: In my previous experience, I’ve found that managing large caseloads while maintaining quality of care requires a combination of effective time management, prioritization skills, and the use of technology. For instance, I used an electronic health record system to organize patient information which significantly improved efficiency. This allowed me to quickly access patient histories, track treatment plans, and monitor progress.

Moreover, I developed a systematic approach to prioritize cases based on their urgency and complexity. Patients with critical needs or complex conditions were given immediate attention, while routine check-ups and follow-up appointments were scheduled strategically throughout the day. Additionally, I made sure to allocate specific times for administrative tasks to avoid any backlog that could affect patient care. Despite the high volume of patients, I always ensured to provide personalized care, taking into consideration each patient’s unique needs and concerns.

Finally, open communication was key in ensuring quality care. Regular team meetings helped us stay updated about each other’s caseloads and share insights or advice. We also communicated regularly with patients, keeping them informed about their treatment plan, addressing their questions, and making them feel valued and cared for.

5. Describe a time when you had to adapt your approach to accommodate a patient’s cultural beliefs or practices.

The healthcare industry, much like any other, is becoming increasingly diverse. With patients from various cultural backgrounds, it’s essential that professionals in this field are capable of providing culturally sensitive care. This question aims to gauge your ability to respect and adapt to a patient’s beliefs or practices, which may differ from your own. It also helps assess your level of cultural competency, a critical skill in providing effective healthcare.

Reflect on instances where you’ve respected and incorporated a patient’s cultural beliefs into their care plan. Discuss the steps you took to understand their perspective, how you adapted your approach accordingly, and the positive outcome of these actions. If you haven’t encountered this situation before, discuss hypothetical strategies like active listening, open communication and research about different cultural practices in healthcare. Always emphasize your commitment to providing culturally sensitive care.

Example: During my time working in a diverse urban hospital setting, I encountered a patient of Hmong descent who was suffering from diabetes. The patient had strong cultural beliefs and preferred traditional healing methods over Western medicine. In order to provide the best care possible, I needed to adapt my approach. After discussing with the patient and their family, we agreed that they could continue using their traditional remedies but also incorporate some aspects of the prescribed treatment plan for diabetes management.

I worked closely with the patient’s primary care physician to ensure that the combination of treatments would not result in adverse effects. This experience taught me the importance of respecting patients’ cultural beliefs while ensuring their health needs are met effectively and safely. It highlighted the necessity of open communication, flexibility, and collaboration in providing culturally competent healthcare.

6. How do you stay up-to-date with the latest advancements and best practices within your field?

Staying current in any field, especially in health care, is critical to providing the best possible service to patients and the organization. By asking this question, hiring managers aim to understand your dedication to continuous learning and improvement. They want to be assured that you’re proactive in keeping your knowledge and skills current, which will help enhance the quality of care and services provided.

Speak about your proactive strategies to stay informed. You can highlight professional memberships, industry newsletters, webinars, and continuing education courses. Mention any conferences or workshops you’ve attended. If applicable, discuss how you’ve applied new knowledge in your work setting. Show the interviewer that you value growth and continuous learning in your field.

Example: To stay current with the latest advancements and best practices in healthcare, I regularly attend industry conferences and seminars. These events provide opportunities to learn from leading experts and engage with peers on critical issues impacting our field. Additionally, I subscribe to several professional journals such as The New England Journal of Medicine and Health Affairs, which often feature articles about innovative approaches to patient care, new research findings, and policy updates.

Furthermore, I am an active member of various online forums and communities where professionals discuss emerging trends and challenges. This not only keeps me informed but also allows me to contribute my insights and learn from others’ experiences. Lastly, I believe in continuous learning and have enrolled myself for a few online courses related to healthcare management and policies. These platforms help me understand the changing dynamics of the healthcare sector and enable me to adapt to them effectively.

7. Tell me about a project you’ve successfully led from inception to completion, including any obstacles you faced along the way.

This question is asked to get a sense of your leadership skills, project management abilities, and problem-solving prowess. It’s all about understanding how you take initiative, handle responsibility, and overcome challenges. Successfully leading a project from start to finish requires strategic planning, coordination, and the ability to adapt to unforeseen complications. The obstacles you faced along the way and how you tackled them can speak volumes about your critical thinking and resilience.

Reflect on a project that you have led and was successful. Highlight your role in the conceptualization, planning and execution stages. Emphasize your problem-solving skills by discussing obstacles faced and how you overcame them. This is a chance to demonstrate leadership, strategic thinking and resilience. Remember to mention what you learned from the experience and how it can be applied in future roles.

Example: One of the most significant projects I led was implementing a new electronic health record (EHR) system across multiple clinics in my previous healthcare organization. The goal was to streamline patient data management and improve care coordination, but it required considerable planning, team collaboration, and problem-solving.

The first obstacle we faced was resistance from staff due to the drastic change in workflow. To address this, I organized training sessions and workshops to familiarize them with the new system and its benefits. We also set up a support system for any technical issues they might face during the transition period.

Another challenge was ensuring data accuracy and privacy during data migration. Working closely with our IT department, we developed stringent protocols and conducted rigorous testing before going live. This proactive approach helped us avoid potential errors and security breaches.

The project was successfully implemented on schedule and within budget. Post-implementation surveys showed improved staff satisfaction and efficiency, validating our efforts. This experience taught me the importance of clear communication, stakeholder engagement, and risk mitigation in leading successful projects.

8. How would you deal with an underperforming team member who is negatively impacting the work environment?

This question is a way for the hiring manager to gauge your leadership skills and how you handle conflict. In any work environment, there may be instances where a team member is not meeting their responsibilities or causing disruption. How you handle this situation can greatly influence overall team productivity and morale. The interviewer wants to know if you can tactfully address the issue, while maintaining a positive work environment.

Start by sharing your approach to addressing underperformance, which may involve identifying the root cause of the problem and offering support. Discuss a time when you’ve successfully dealt with such situation, highlighting your ability to handle it professionally and fairly without causing further disruption to the team’s morale. Ensure you mention empathy, communication, and effective feedback as key aspects in resolving such issues.

Example: In dealing with an underperforming team member, my first step would be to have a private conversation with the individual. I believe in addressing issues directly and promptly, but also tactfully. In this discussion, I would provide clear examples of their performance issues, ensuring they understand the specific behaviors or outcomes that are problematic. It’s important not only to highlight what needs improvement, but also to listen to their perspective. They might be facing personal challenges or need additional training or resources.

If after this initial intervention there’s no improvement, I would then involve HR or management as necessary for further action. This could include setting up a formal performance improvement plan. Throughout the process, it’s crucial to maintain open communication and ensure fairness. Ultimately, the goal is to help them improve while maintaining a positive work environment for all team members.

9. Can you discuss your experience managing budgets and resources to achieve desired outcomes?

Your potential employers are eager to see if you have the financial acumen necessary to manage budgets and resources effectively. In the healthcare industry, resource allocation is not just about dollars and cents, but about impacting the quality of patient care. By asking about your experience, they want to ensure that you can make sound financial decisions that will lead to successful outcomes without compromising the quality of service provided.

Reflect on past experiences where you successfully managed budgets and resources to meet objectives. Be specific about the strategies you used, such as cost optimization methods or resource allocation techniques. Highlight instances where your effective budget management led to significant savings or successful project completion. If you’re new to this, discuss theoretical approaches you’d employ based on your knowledge.

Example: In my previous experience, I was responsible for managing a multi-million dollar budget in the healthcare sector. This involved careful allocation of resources to various departments and projects, ensuring that we were able to meet our strategic objectives while staying within fiscal boundaries. For instance, during one fiscal year, we faced unexpected cuts in funding. Rather than compromising on patient care or staff development, which are critical to our mission, I implemented cost-saving measures across different departments. These included renegotiating contracts with vendors, optimizing scheduling to reduce overtime costs, and implementing energy-efficient practices. As a result, we were able to absorb the budget cut without impacting our service quality.

Furthermore, I have always been proactive about regularly reviewing our spending patterns and adjusting as necessary. By using data analytics tools, I could identify areas where we were overspending and implement corrective actions promptly. For example, I noticed an upward trend in our medical supplies expenditure. Upon investigation, it turned out that there was over-ordering due to lack of coordination between different units. To address this, I introduced a centralized ordering system which significantly reduced wastage and brought down costs.

Overall, these experiences have honed my ability to manage budgets effectively, even in challenging circumstances, and ensure optimal use of resources to achieve desired outcomes.

10. Please describe your approach to training and onboarding new employees for maximum efficiency and effectiveness.

The question is geared towards gauging your understanding of the importance of effective training and onboarding. The process of integrating a new employee into a team is key to their success and productivity. Additionally, it assesses your leadership skills and your ability to develop and implement a structured, efficient, and comprehensive training plan. It’s about ensuring that new employees have the tools and knowledge necessary to perform their job confidently and competently.

Consider previous experiences where you’ve successfully onboarded new team members. Highlight your ability to devise clear, structured training plans that are easy for newcomers to follow. Discuss how you incorporate a mix of learning methods like hands-on tasks, mentorship programs, and online resources. Also, emphasize your commitment to ongoing feedback and open communication throughout the onboarding process to ensure effectiveness and efficiency.

Example: My approach to training and onboarding new employees is a combination of structured learning, hands-on experience, and mentorship. I believe in starting with an organized orientation program that introduces the company culture, values, and expectations. This initial phase should also include comprehensive training on job-specific tasks and tools.

Following this, I integrate new hires into their respective teams and assign them real projects under supervision. This allows them to apply what they’ve learned and gain practical experience. I also pair new employees with seasoned team members for mentorship, providing them with a go-to person for any questions or concerns. Regular check-ins during the first few months are crucial to ensure the employee feels supported and can provide feedback about their onboarding experience.

In a healthcare setting like Kaiser Permanente, it’s vital that all these steps are executed with a focus on patient care and safety. The ultimate goal is not just to make new employees efficient at their jobs but also align them with the organization’s mission to deliver high-quality healthcare services.

11. How do you maintain patient confidentiality while ensuring accurate record keeping and data management?

The question aims at gauging your understanding of the balance between maintaining patient confidentiality, which is a legal and ethical requirement in healthcare, and ensuring accurate record keeping, which is essential for quality patient care. It’s about assessing your knowledge on health information management and your ability to navigate the sensitive intricacies that come with handling patient data.

Emphasize your adherence to HIPAA and any other relevant privacy laws in your previous roles. Discuss how you have used secure systems for record-keeping and data management to ensure patient confidentiality. Highlight instances where you’ve had to balance this with maintaining accuracy, perhaps by implementing double-checking procedures or training others on best practices.

Example: Maintaining patient confidentiality while ensuring accurate record keeping and data management requires a strong adherence to HIPAA regulations and other privacy laws. One effective strategy is the use of secure electronic health records (EHR) systems that are designed with robust security measures, such as encryption and access controls. For instance, I would only access patient information when it’s necessary for their care or administrative purposes, and always log out of the EHR system when my tasks are completed to prevent unauthorized access.

In addition, I believe in the importance of regular audits to monitor who has accessed certain patient information and why, which can help identify any potential breaches of confidentiality. Staff training also plays a crucial role in maintaining patient confidentiality. It’s essential to ensure everyone understands the importance of protecting patient information and knows how to do so correctly. This includes not discussing patients’ information in public areas and being mindful of where printed patient information is stored and disposed of.

12. Describe a situation where you needed to address a customer service issue and how you resolved it.

The heart of any customer-focused industry, including healthcare, is the ability to efficiently and effectively resolve issues. By asking this question, the hiring manager wants to assess your problem-solving skills and customer service acumen. They’re interested in your ability to navigate tricky situations, maintain patient satisfaction, and uphold the company’s reputation, all while adhering to policies and procedures.

Reflect on a situation from your past work experiences where you effectively handled a customer service challenge. Share the issue, your approach to resolving it and the outcome. Highlight skills such as active listening, empathy, problem-solving, and communication. For instance, if the issue was resolved by creating a unique solution or through team collaboration, mention that. Remember to focus on the resolution process rather than dwelling too much on the problem itself.

Example: In my previous role, there was an instance where a patient had been mistakenly billed for services that were covered by their insurance. The patient was understandably upset and contacted our office to express their concern. I took the initiative to address this issue promptly. My first step was to listen carefully to the patient’s concerns and reassure them that we would resolve the situation as quickly as possible.

I then coordinated with our billing department to review the charges. After thoroughly investigating, it turned out to be an error in our system. We corrected the mistake immediately and reissued an accurate bill to the patient. I personally called the patient to explain what had happened and apologize for the inconvenience caused. Furthermore, I assured them of the measures taken to prevent such errors in the future. This experience underscored the importance of effective communication and prompt resolution in maintaining customer trust and satisfaction.

13. How familiar are you with electronic health record systems? Which ones have you used, and what were your responsibilities related to them?

Electronic health record (EHR) systems are the backbone of modern healthcare services. They provide a comprehensive view of a patient’s health history, enable efficient coordination among healthcare providers, and increase the overall quality of care. As such, healthcare organizations are keen to know how well potential hires are capable of navigating these systems. They want to ascertain not only your familiarity, but your ability to use them effectively for various responsibilities, such as scheduling appointments, recording patient information, or managing billing details.

Begin by mentioning any specific electronic health record systems you’ve worked with, detailing your level of expertise. Discuss the tasks you managed using these systems like recording patient data, scheduling appointments or generating reports. If you haven’t used the system they use, reassure them about your ability to learn new software quickly, maybe referencing a past experience where you had to do so. Always tie your skills back to how it will benefit their operations.

Example: I am quite familiar with electronic health record (EHR) systems, having used them extensively in my previous work. I have had experience using both Epic and Cerner platforms. My responsibilities included updating patient records, scheduling appointments, processing billing information, and generating reports for quality improvement initiatives.

In addition to these routine tasks, I also played a role in an EHR transition project where we migrated from an older system to Epic. This involved not only learning the new system but also training other staff members on its use. It was important that I understood the system thoroughly so I could troubleshoot any problems that arose during this transition period. Overall, I believe my experiences have given me a strong understanding of how EHRs function and their critical role in healthcare operations.

14. Discuss your experience working with insurance companies and navigating billing processes.

Understanding the intricacies of insurance claims and billing is a fundamental part of healthcare administration. Companies, therefore, look for candidates who can navigate these complex systems efficiently to ensure smooth operations. Your experience with insurance companies and billing procedures can show your ability to handle financial transactions, understand legal regulations, and communicate effectively with different parties, including insurance providers. This information helps interviewers assess whether you have the necessary skills and knowledge to manage similar tasks in their organization.

Reflect on your past experiences dealing with insurance companies and billing processes. Showcase instances where you handled complex claims, resolved discrepancies or streamlined billing procedures. If you’re a newcomer, focus on transferable skills like attention to detail, problem-solving abilities, and understanding of basic billing principles. Always emphasize your willingness to learn and adapt in this ever-evolving field.

Example: In my previous experience, I’ve had the opportunity to work closely with several insurance companies on a daily basis. This exposure has provided me with an in-depth understanding of various insurance plans, coverage details, and billing procedures. For instance, in one case, there was a dispute over a patient’s claim due to a misunderstanding about their policy’s coverage. By thoroughly reviewing the policy terms and discussing the issue with the insurer, I was able to resolve the dispute favorably for the patient.

Moreover, navigating complex billing processes is something that I have become proficient at. I understand the importance of accurate coding and timely submission of claims to prevent denials or delays in payment. My approach involves meticulous record keeping, regular follow-ups, and staying updated on changes in insurance policies and healthcare regulations. This proactive approach has helped reduce billing errors significantly and improved the overall efficiency of the process.

15. Explain your approach to medication administration, including safety measures and checks to prevent errors.

Potential employers in the medical field are keen to know your level of diligence, attention to detail, and commitment to patient safety when it comes to administering medication. Medication errors can have serious implications, including adverse patient outcomes, so your approach to this critical task is of paramount importance. This question helps the interviewer gauge your understanding of this process and your ability to execute it flawlessly.

Underscore your commitment to patient safety. Highlight your meticulous approach which may include double-checking medication details, monitoring for adverse reactions and educating patients about their medications. If you have an experience where your vigilance prevented a medication error, share that story. Also, mention any familiarity with electronic health record systems or other technologies that aid in safe medication administration.

Example: My approach to medication administration is rooted in a commitment to patient safety and accuracy. I start by meticulously following the five rights of medication administration: right patient, right drug, right dose, right route, and right time. This includes double-checking prescriptions, confirming patient identity, and ensuring proper dosage measurements.

In addition to these checks, I also prioritize clear communication with patients about their medications. This involves explaining what each medication does, potential side effects, and any necessary precautions. Furthermore, I employ technology such as electronic health records (EHRs) and automated dispensing systems to reduce human error. Lastly, I believe in continuous learning and staying updated on new medications or changes in protocols. By combining thoroughness, effective communication, technological tools, and ongoing education, I strive to prevent errors and ensure safe and accurate medication administration.

16. How would you handle a disagreement with a colleague regarding patient treatment or care plan?

Conflict resolution skills are vital in any healthcare setting, where teams of diverse professionals work together to provide patient care. A disagreement over a patient’s treatment or care plan not only affects staff dynamics but can also impact the quality of care provided. By asking this question, the hiring manager wants to assess your ability to navigate professional disagreements in a respectful, constructive manner that maintains the focus on patient wellbeing.

For this question, emphasize your commitment to patient welfare and team collaboration. Discuss how you’d openly communicate with the colleague, presenting your view backed by evidence or guidelines. If no resolution is reached, illustrate your willingness to seek advice from a senior colleague or follow established protocols for resolving such issues. Stress that maintaining professional relationships and focusing on the best outcome for the patient would always be your priority.

Example: In the event of a disagreement with a colleague over patient treatment or care plan, I believe it’s essential to approach the situation with an open mind and respect for their professional opinion. We are all working towards the same goal – providing the best possible care for our patients. I would initiate a conversation where we could both present our perspectives backed by evidence-based practice and clinical guidelines.

If we still couldn’t reach a consensus, I would suggest involving a third party such as a senior colleague or medical director for guidance. It’s important that these discussions remain focused on patient outcomes rather than personal beliefs or egos. Ultimately, every decision should be made in the best interest of the patient, based on the most current research and standards of care.

17. Tell us about your experience conducting clinical assessments and developing individualized care plans based on patient needs.

Healthcare organizations need to ensure their practitioners are capable of delivering patient-centered care. This involves assessing patients’ health conditions accurately, crafting personalized care plans, and adjusting these plans as necessary. Your ability to perform these tasks effectively speaks volumes about your potential to contribute positively to the patient experience and outcomes. This question provides insight into your patient care philosophy, clinical skills, and adaptability in the face of changing patient needs.

Start by sharing specific instances where you have conducted clinical assessments, explaining your process and the outcome. Discuss how you’ve tailored care plans to meet individual patient needs. Be sure to highlight your ability to work in a team, collaborate with other healthcare professionals, and how your actions positively impacted patient outcomes. If new to the field, demonstrate understanding of this process and eagerness to learn.

Example: In my experience, conducting clinical assessments involves a comprehensive evaluation of the patient’s physical and mental health status. I have utilized various assessment tools such as the Mini-Mental State Examination (MMSE) for cognitive function, Geriatric Depression Scale (GDS) for mood disorders among older adults, and Functional Independence Measure (FIM) for assessing disability level. These evaluations allowed me to identify potential risks or areas that need intervention.

Based on these assessments, I developed individualized care plans tailored to each patient’s unique needs. For instance, one of my patients was an elderly woman with early-stage dementia and depression. Her MMSE score indicated mild cognitive impairment while her GDS score suggested moderate depressive symptoms. In response, I created a care plan that included memory-enhancing activities, regular counseling sessions, medication management, and family education. This multidimensional approach not only improved her cognitive function but also helped alleviate her depressive symptoms over time. It is this type of holistic, patient-centered care planning that I believe is crucial in promoting optimal health outcomes.

18. Describe a scenario where you had to educate a patient or their family about a complex medical condition or procedure.

Healthcare providers, particularly those working in areas of high complexity, are often required to translate complex medical terminology and concepts into easy-to-understand information for patients and their families. This can be a challenging task. By asking this question, the hiring team is trying to assess your ability to communicate effectively, empathetically, and clearly, especially in high-stress or emotionally charged situations. This ability is vital in ensuring patient satisfaction, adherence to treatment plans, and ultimately, better health outcomes.

Start by stating a real-life scenario where you effectively communicated complex health information to a patient or their family. Highlight your ability to simplify medical jargon into understandable terms, empathize with the patient’s concerns, and patiently answer any questions they may have had. Emphasize how this approach helped alleviate their anxieties and improved their understanding of the situation.

Example: In one instance, I had a patient who was diagnosed with congestive heart failure. The patient and her family were understandably distressed and confused about the diagnosis. They lacked understanding of the condition, its implications, and management strategies.

I took it upon myself to explain in simple terms what congestive heart failure is, how it affects the body, and why certain symptoms occur. I used diagrams to illustrate the heart’s function and how it changes with this condition. We then discussed treatment options, lifestyle modifications, and medication regimens. Throughout the conversation, I made sure to pause frequently for questions and clarifications. By the end of our discussion, both the patient and her family felt more empowered and less anxious about managing the condition. This experience underscored the importance of effective communication and education in healthcare.

19. How do you prioritize tasks and manage your time effectively during high-stress situations or emergencies?

In the healthcare industry, the ability to prioritize tasks and manage time effectively can be the difference between life and death. In high-stress situations or emergencies, it’s essential that medical professionals keep their cool, make quick decisions, and manage their time wisely to ensure all patients receive the care they need. This question is designed to gauge your ability to perform under pressure and handle the demands of a fast-paced, high-stakes work environment.

When answering this question, highlight your ability to stay calm under pressure. Discuss strategies you use to manage stress and prioritize tasks such as making a list, evaluating the urgency of each task, and delegating when possible. Share examples from your past work experiences where you successfully navigated high-stress situations or emergencies through effective time management and prioritization.

Example: In high-stress situations or emergencies, I prioritize tasks based on their urgency and importance. For instance, in a healthcare setting like Kaiser Permanente, patient care always comes first, so any task directly related to that would be my top priority. This could include assessing a critical patient, administering necessary medication, or communicating with other medical professionals about the situation.

To manage time effectively, I use tools such as to-do lists and calendars, but also rely heavily on effective communication and delegation. If there are tasks that can be handled by others, I delegate while ensuring everyone understands their roles and responsibilities. In terms of managing stress, I find it crucial to maintain a calm demeanor regardless of the situation. Not only does this help me stay focused, but it also instills confidence in the team around me. Regular breaks when possible, even if they’re short, also help to maintain stamina and mental clarity throughout these challenging situations.

20. What strategies do you use to ensure positive and productive interactions with patients from diverse backgrounds?

The healthcare field, by nature, is a melting pot of diverse individuals, both in terms of patients and professionals. In this context, it’s critical for healthcare providers to communicate effectively and empathetically with people from varied backgrounds, cultures, and experiences. It’s not just about providing equal care to everyone, it’s about understanding and respecting their unique needs, preferences, and viewpoints. Therefore, this question seeks to gauge your cultural competence and your ability to ensure inclusivity and respect in every interaction, which are core to delivering effective healthcare.

To answer this question effectively, highlight your experience in building relationships with a diverse clientele. Discuss specific communication strategies you use to understand and meet the unique needs of each patient. This could include active listening, empathy, cultural sensitivity, and tailored communication. If applicable, mention any relevant training or experiences that have equipped you for such interactions. Remember, it’s about showing respect for their individuality while providing exceptional care.

Example: One strategy I use to ensure positive and productive interactions with patients from diverse backgrounds is active listening. This involves not just hearing the words that a patient says, but also understanding their emotions, concerns, and needs. For example, if a patient from a non-English speaking background is struggling to communicate, I would take the time to understand them, perhaps using translation services or visual aids, rather than rushing through the consultation.

Another key strategy is cultural competence, which means being aware of my own biases and how they might affect my interactions with patients. It’s important to respect each patient’s unique experiences and perspectives, and to tailor my communication style accordingly. For instance, some cultures may have different beliefs about health and illness that need to be taken into account when discussing treatment options. By combining these strategies, I aim to build trust and rapport with all patients, regardless of their background.

21. Can you discuss your experience implementing quality improvement initiatives within a healthcare setting?

Healthcare organizations are always looking for ways to improve patient care and outcomes. If you’re applying for a role that involves quality improvement, it’s vital to show that you’ve had hands-on experience in this area. It means you understand how to identify areas for improvement, implement changes, and measure the results. This question is meant to highlight your ability to add value to their healthcare setting.

Reflect on your past experiences where you’ve contributed to quality improvement in healthcare. Highlight specific initiatives that you have implemented, the strategies used and their successful outcomes. If you’re new to this, discuss theoretical methods you’d employ to drive improvements. Remember to focus on patient safety, cost efficiency, and enhanced service delivery as key elements of quality care.

Example: In my previous experience in the healthcare sector, I spearheaded a quality improvement initiative aimed at reducing patient wait times. After conducting an initial analysis of our workflow and identifying bottlenecks within the system, I introduced a streamlined scheduling process that better utilized available resources and staff time. This involved cross-training personnel so they could perform multiple roles during peak hours and implementing an electronic scheduling system to replace manual booking.

The results were significant; we managed to reduce average patient wait times by 30%, which led to increased patient satisfaction scores. Furthermore, this initiative also improved employee morale as it reduced stress associated with overbooking and last-minute schedule changes. This project taught me the value of data-driven decision-making, effective communication, and involving all stakeholders in quality improvement initiatives.

22. Explain how you’ve used data analysis to inform decision-making and drive performance improvements.

Companies, regardless of the industry, rely heavily on data analysis to make informed decisions and improve performance. They want to ensure that their employees can effectively analyze and interpret data, and then use that information to make strategic decisions. This helps the company stay competitive, operate efficiently, and meet its goals. Therefore, this question is designed to assess your analytical skills, your ability to think strategically, and your understanding of how data-driven decisions can impact a company’s performance.

Start by referencing a specific situation where you utilized data analysis to influence decision-making. Highlight the tools and methodologies employed, how you interpreted the data, and the key insights derived from it. Show the measurable impact that your decisions had on performance improvements. If you’re less experienced in using data for such purposes, discuss the theoretical steps you would take to analyze data and use it for decision-making.

Example: In one of my previous projects, we were facing a significant increase in patient readmission rates. Using data analysis, I was able to identify trends and patterns that helped us understand the root causes behind this issue. I gathered data on various factors such as patient demographics, treatment plans, discharge procedures, and post-discharge follow-ups. After analyzing this data using statistical tools and predictive modeling, it became clear that there was a gap in our post-discharge patient education process.

Based on these insights, we implemented changes in how we conducted patient education prior to discharge, focusing more on ensuring patients fully understood their care plan once they left the hospital. We also enhanced our follow-up procedures to ensure patients were adhering to their treatment plans. Over time, we saw a noticeable decrease in readmission rates, demonstrating the effectiveness of informed decision-making through data analysis. This experience showed me how crucial data-driven decisions are for improving performance and outcomes in healthcare settings.

23. Describe a situation where you had to manage conflicting priorities or deadlines, and explain how you navigated it successfully.

This question is designed to gauge your ability to manage time, prioritize tasks, and make decisions under pressure. Within a healthcare setting, situations often arise where multiple tasks demand your attention simultaneously. Your ability to juggle these tasks, while maintaining the quality of care and service, is paramount to being successful in the role.

You’ll want to assure the interviewer of your excellent time-management and problem-solving skills. Start by outlining a situation where you faced conflicting priorities or tight deadlines. Be specific about the steps you took, such as creating a task list, prioritizing based on urgency and importance, and communicating effectively with all stakeholders involved. Highlight any positive outcomes or lessons learned from this experience. Show that you’re adaptable, calm under pressure, and always focused on delivering quality work even in challenging situations.

Example: In a previous position, I was responsible for managing the implementation of a new patient management system while also being tasked with regular reporting duties. Both were high-priority tasks but required different skill sets and time commitments. To handle this, I first outlined all tasks that needed to be completed for both projects and estimated how much time each would take. I then prioritized these tasks based on their urgency and importance.

I communicated openly with my team about the situation and delegated some of my regular duties to trusted colleagues who had capacity. For the implementation project, I broke down the work into manageable parts and set up a schedule that allowed me to focus on it during specific times of the day, ensuring that progress was made consistently without neglecting my other responsibilities.

The result was successful completion of both the implementation project and my regular reports within the deadlines. This experience taught me the value of effective planning, clear communication, and strategic delegation when dealing with conflicting priorities.

24. How have you previously collaborated with other departments or external organizations to achieve shared goals?

Collaboration is the beating heart of any successful organization. It’s not enough to simply get along with your immediate team members, but you also need to be able to work effectively with other departments or even outside organizations. This question is designed to gauge your ability to engage in cross-functional collaboration, navigate through different perspectives, and bring diverse parties together to achieve a common goal. This is crucial in a dynamic and interconnected environment where success often depends on seamless coordination and cooperation.

Start your response by highlighting a specific instance from your past experience where you collaborated with other departments or external organizations. Discuss the shared goals, your role in the collaboration, and the final outcome. Ensure to emphasize your communication skills, problem-solving abilities, and capacity to work as part of a team. Remember, it’s crucial to show how your collaborative efforts resulted in success for everyone involved.

Example: In my previous role, I was part of a cross-functional team tasked with reducing patient wait times. This initiative required collaboration with several departments including IT, Operations, and Nursing. We held regular meetings to discuss challenges, brainstorm solutions, and monitor progress. For instance, we worked closely with the IT department to develop an appointment scheduling system that optimized doctor availability. Meanwhile, our collaboration with the Nursing department enabled us to streamline pre-appointment procedures, further reducing wait times. Through these collaborative efforts, we achieved our goal of reducing average patient wait time by 30%.

Additionally, we partnered with external organizations such as local health agencies to share best practices and learn from their experiences. These collaborations not only helped in achieving our internal goals but also fostered relationships that were beneficial for broader community health initiatives.

25. Tell us about a time when you had to make a difficult decision that impacted patient care or team dynamics.

This question is designed to assess your critical thinking skills, decision-making abilities, and how you handle pressure. The healthcare industry often involves making tough calls, and employers need to be sure that you can make sound decisions even when under stress. Additionally, it allows them to see if you understand the delicate balance between providing optimal patient care and maintaining a positive team environment.

Approach this question by thinking of a situation where you had to make tough decisions impacting patient care or team dynamics. Make sure to follow the STAR technique (Situation, Task, Action, Result) when answering: describe the Situation, explain your Task, detail the Actions you took, and share the Results achieved. Emphasize on the lessons learned from that experience and how it improved your decision-making skills in critical situations. Highlighting your thought process and values will show the interviewer your capability to handle challenging scenarios effectively.

Example: In my experience, one of the most challenging decisions I’ve had to make was during a time when we were short-staffed due to an unexpected outbreak of flu within our team. As the point person for coordinating care, it fell on me to decide how to allocate our limited resources without compromising patient care.

After analyzing the situation, I decided to prioritize patients based on the severity of their conditions and reschedule non-emergency appointments. This decision wasn’t easy because it meant some patients would have to wait longer than expected for their appointments. However, I made sure to communicate with them effectively about the reason behind this change.

This situation taught me that making difficult decisions often involves striking a balance between meeting immediate needs and maintaining long-term relationships with patients. It also underscored the importance of clear communication in managing expectations and ensuring patient satisfaction even in less-than-ideal circumstances.

What health systems can learn from Kaiser Permanente: An interview with Hal Wolf

Kaiser Permanente (KP), the largest nonprofit health plan in the United States, is renowned for the tight integration of its clinical services. KP closely coordinates primary, secondary, and hospital care; places a strong emphasis on prevention; and extensively uses care pathways and electronic medical records. By doing so, it provides its 8.7 million members and patients with high-quality, cost-effective care.

That KP can achieve such tight integration and strong results is especially remarkable in that it is not one organization but several cooperating entities (see sidebar, “Kaiser Permanente at a glance”). All these entities share a common vision: to deliver coordinated, comprehensive health care that keeps patients as healthy as possible.

Kaiser Permanente at a glance

Kaiser Permanente is the largest nonprofit health plan and integrated delivery system in the United States. It operates in nine US states and the District of Columbia and has 8.7 million members, more than 150,000 employees (including 40,000 nurses), 14,000 physicians, and annual operating revenues of almost $38 billion.

Although Kaiser Permanente’s health system is fully integrated, it actually consists of three distinct entities:

Kaiser Foundation Health Plans. Nonprofit, public-benefit corporations that contract with individuals and groups for prepaid, comprehensive health care services. The health plans contract exclusively with the Permanente Medical Groups and Kaiser Foundation Hospitals for medical and hospital services for members.

Kaiser Foundation Hospitals. A nonprofit, public-benefit corporation that owns and operates community hospitals in California, Oregon, and Hawaii; owns outpatient facilities in several states; provides or arranges hospital services in other states; and sponsors charitable, educational, and research activities.

Permanente Medical Groups. Partnerships or professional corporations of physicians, represented nationally by the Permanente Federation. The groups contract exclusively with the Kaiser Foundation Health Plans to provide or arrange medical services for members.

To find out what other health systems can learn from KP’s experience, the Quarterly recently spoke with Harold “Hal” Wolf III, senior vice president and chief operating officer of the Permanente Federation, the national umbrella organization for the Permanente Medical Groups (the physician component of KP). Ben Richardson, a principal in McKinsey’s London office, conducted the conversation.

The Quarterly : What are the benefits of integrated care?

Hal Wolf: KP carefully coordinates the work done by primary care physicians, specialists, hospitals, pharmacies, laboratories, and others. This approach offers several advantages. It improves care quality, makes care delivery more convenient for members, and increases communication among all the people providing care. It also enables us to find efficiencies that reduce costs, improve or maintain quality, and allow for innovation.

We believe strongly in evidence-based medicine, and we are always looking for innovative ways of delivering care. When we find an innovation that is working well, we want to propagate it as best practice throughout our organization.

The Quarterly : How do you provide integrated care?

Hal Wolf: We operate in nine states and the District of Columbia, and our operations are slightly different in each area. In all cases, however, we integrate care as closely as possible. In California, for example, we provide members with an end-to-end experience; we own and operate a large number of clinics, hospitals, laboratories, and pharmacies. At all our clinics, patients can receive primary and secondary care; at most, they can also undergo laboratory and imaging tests and get prescriptions filled. At some clinics, they can even undergo same-day outpatient surgery. This way, we take care of most of our patients’ health care needs in a single facility.

Our primary and secondary care services are closely intertwined in California. Our primary care services include everything from basic health checkups to disease-management programs. Those programs include appropriate specialist consultations when needed, but primary care physicians remain in charge of patients’ overall care. Even if patients need to be hospitalized, care delivery is seamless because all physicians and other health professionals have access to KP HealthConnect, our electronic medical record database.

In Colorado, our services are similar, but we don’t own our own hospitals. Nevertheless, we have extremely close relationships with our partner hospitals. For example, the physicians who take care of our patients at these hospitals are part of the Colorado Permanente Medical Group and have full access to KP HealthConnect. As a result, they are able to view a complete medical history for their patients, and we are able to compile a complete record of what happens to our patients while they are hospitalized. Because KP HealthConnect updates itself in real time, the records are never out of date. If a patient leaves a clinic and drives to a hospital, the physicians at the hospital can see the clinic records as soon as the patient arrives.

Hal Wolf biography

Born June 27, 1957, in Tampa, Florida

Married, with 2 children

Graduated with degree in business in 1979 from Wake Forest University and in textile management in 1980 from North Carolina State University

Kaiser Permanente (2003–present)

The Permanente Federation

Senior vice president and COO (2008–present)

Colorado Permanente Medical Group

Vice president, medical group operations (2006–08)

Regional information officer (2003–06)

U S West (Qwest Communications) (1999–2003)

Vice president of e-business and CIO corporate systems

British Interactive Broadcasting (1997–99)

Director, business operations and implementation

Time Warner Cable, Full Service Network (1993–97)

Vice president, content and interactive development

Member of Advisory Board of Center for the Study of Electronic Commerce, University of Denver’s Daniels College of Business (2006–08)

Guest lecturer for e-business and MBA programs, University of Denver and University of Colorado (2001–present)

Chairman of fund-raising campaign for Boy Scouts of America, Denver (2000)

The Quarterly : What are the organizational enablers that allow you to deliver integrated care?

Hal Wolf: Integrated care requires everyone involved in the patient’s care to work as a team. Each person—whether delivering primary care, secondary care, pharmacy management, or something else—must ask: what are our goals for this patient? What opportunities do we have to achieve a better outcome? In other words, each team member must focus not only on the particular treatment he or she is providing but also on the entire care pathway. If this type of integrated approach is used with every patient, then KP is meeting its goal, which is to improve the overall health of the community, one person at a time.

The fact that we are a payor as well as a provider helps in this regard. As a payor, we can make certain that the right incentives are in place to help ensure that all team members work together in harmony.

Another key enabler of integrated care is a good IT system. Without one, it is impossible to gather and share information, track outcomes, or systematically identify innovations thatimprove patient care. However, a good IT system is not sufficient on its own to ensure that care is integrated.

The Quarterly : Please tell us more about how KP works with hospitals it does not own.

Hal Wolf: We view our relationship with these hospitals as a partnership, and we work closely with them to ensure that their quality and performance goals match ours. We rely on our partner hospitals to serve our members, and so we have a responsibility to help ensure their success. For example, we’ll investigate whether we can do anything to help our partner hospitals meet their quality standards. Often, we are deeply integrated into the hospitals’ operations because their clinical departments are led by Permanente physicians. Of course, we also track hospital costs—cost per day, cost per procedure, etc. This allows us to negotiate the rates we pay to the hospitals and helps ensure we are being billed appropriately.

The Quarterly : How do you develop your care pathways? And how do you support their use?

Hal Wolf: The care pathways are developed by multidisciplinary teams using evidence-based medicine, and they are one of the fundamental ways in which we integrate care. Roles and accountabilities are clarified in the care pathways. For example, our physicians provide only part of patient care; the remainder is delivered by nurses, pharmacists, and other team members, following the pathways’ protocols. KP HealthConnect facilitates the care pathways because it includes documentation templates, alerts, reminders, and other clinical-decision support capabilities. That is the power of KP HealthConnect—the ability to bring evidence to the point of care.

The Quarterly : What incentives do you give to physicians to encourage them to adhere to care pathways?

Hal Wolf: Permanente physicians have a culture of providing the best care for patients, and thus incentives are only one of many levers we use to improve care. Our physicians’ incomes are primarily salary based, but in some cases we use small financial incentives to reward quality performance. The strongest incentive is the performance data we share with our physicians. Performance data allow them to see the results of their actions and to identify ways in which they can further improve patient care.

The Quarterly : How do you handle booking and capacity management?

Hal Wolf: Members can schedule appointments in several ways: online, by telephoning a call center, or while talking to a physician. We try hard to make sure that same-day appointments are available when necessary. We have learned that it is crucially important that the booking system leave a certain number of slots open each day. Of course, we also assume that a certain number of cancellations will occur. Figuring out the right algorithm to ensure that the clinics are neither overbooked nor underbooked has taken time and effort. At KP, we use a central booking system in each region; we monitor utilization at each clinic and tweak our algorithms as necessary.

The Quarterly : Do all the clinics operate under the same governance and decision-making framework?

Hal Wolf: Our clinics operate in a similar way most of the time. That’s important, because patient care must be applied consistently to achieve good outcomes.

Yet we have to bear in mind that each clinic is slightly different from the others. After all, the clinics were built differently at different times, the physicians and nurses may have somewhat different capabilities, and the patient mixes may be different—one clinic, for example, may treat a lot of children, whereas another may have a high volume of elderly patients. We want to maximize the patient experience at each clinic, and thus it’s important that we not be too rigid about workflows and systems. The clinics have room for flexibility and innovation.

The Quarterly : How do you monitor performance?

Hal Wolf: The IT system is critical; without it, we would not be able to gauge the performance of our clinics and physicians or identify differences among them. For example, our IT system allows us to identify when a clinic has made a change to a care pathway and what results the change produced. If it enabled the clinic to lower costs while maintaining care quality or to hold costs steady while improving outcomes, we want to know about it; we may well want our other clinics to implement the change. A good IT system can also help us determine whether a change that increased costs was justified by the improved outcomes achieved.

The IT system also enables us to track physician performance on a regular basis. The physicians sit down as a group to pick the targets they want to achieve and the metrics that will be monitored. We then collect the data and share the results with them—each of them can see his or her performance. We periodically repeat the process of target and metric selection to ensure that our treatment approaches remain up to date.

Of course, physician performance cannot be assessed in isolation. For example, our best physicians tend to get the most complicated cases, but this means that they tend to see fewer patients, on average, than other physicians do. Our performance-management system has to take this into account. Also, physicians provide only one part of patient care, especially for people with chronic disease; nurses, pharmacists, and other clinicians are also involved. Usually, a wide range of information must be considered to determine why a specific outcome occurred. In Colorado, for example, we use balanced scorecards to gauge the performance of each department. These scorecards look at the care delivered by each team member, not just physicians. They also gauge member satisfaction, access, service, and more. The scorecards are developed with input from physicians, the other clinicians engaged in patient care, and the health plan—the payor side ofour organization.

The Quarterly : How do your physicians use the IT system?

Hal Wolf: KP HealthConnect enables our physicians to view a detailed history for each patient: when was the last time the patient had a checkup? What test results did she receive? How is she doing on her treatment regimen? All medical care is documented in KP HealthConnect. KP HealthConnect also flags problems. As an example, if patients fail to come in for scheduled appointments or to renew their prescriptions, the information is highlighted in the medical record.

The Quarterly : Have you been able to use the information in KP HealthConnect in other ways?

Hal Wolf: Our IT system was originally designed to provide information about individual patients, but our physicians quickly realized that real value could be derived from aggregating the patient data into disease registries. Cardiovascular disease and diabetes were among the first registries we created. Today, we have more than 50 registries. These registries enable all team members to determine how well their patients are doing in comparison with other KP patients, as well as how well their patients’ outcomes stack up against national and international benchmarks.

When we started these registries, we began by tracking outcomes and co-morbidities. Over time, however, the registries have grown more sophisticated. We can now determine how even small changes in care pathways can have a significant impact on outcomes, and we can study patients with specific combinations of co-morbidities to identify the best treatment approaches for them.

We also use the registries to help patients improve their health. In Colorado, for example, we have developed the Collaborative Cardiac Care Service for patients who have suffered acute coronary events (ACEs). As soon as these patients are hospitalized, they are identified and entered into the ACE registry and assigned a nurse manager. The patients are encouraged to participate in a wide range of follow-up services, including cardiac rehabilitation, exercise therapy, psychosocial support, and risk-factor modification—smoking cessation, for example. The nurse manager ensures that care is coordinated as the patients transition back to their homes, that they are taking their medications as prescribed, and that they undergo all appropriate follow-up tests. Responsibility for the patients is then transferred to clinical pharmacists, who follow them long term to monitor their therapy and adjust it as necessary. The results have been dramatic. The percentage of patients with LDL 1 1. Low-density lipoprotein. levels within the target range has more than tripled (exhibit). More important, the mortality rate has dropped by 76 percent.

Registering disease

The Quarterly : We’ve talked a lot about how physicians, nurses, and others interact with patients at KP. What role do patients themselves play?

Hal Wolf: The health of our members is our primary focus and our reason for being, and so the care experience we deliver is tailored to their needs. We also recognize that our services—even our best care pathways—will be unsuccessful unless our members take active responsibility for their own health. Thus, we have to build a strong relationship of trust with them. This is one of the reasons we work so hard to ensure that care delivery is seamless. We give our members electronic access to their health information and encourage them to consult their physicians via e-mail. We want to break down the barriers between patients and providers so that everyone is working together.

The Quarterly : What challenges is KP currently facing?

Hal Wolf: Like all health systems, KP faces a variety of challenges. One of our newestis how to cope with the vast amount of data we have collected about our members. Who should have access to this data? Who should be able to use it, and in what ways? As more and more information has been gathered, we’ve realized that the cost of maintaining the databases underlying KP HealthConnect has increased. We therefore have to prioritize which types of data access are most important. For example, it’s very expensive to make all data available in real time; perhaps some types of information can be archived and retrieved on an as-needed basis.

Like all health systems today, KP must focus on cost containment and efficiency improvements; we have constant discussions about the strategic needs of the organization and the investments required to support them. KP HealthConnect has enabled us to innovate in multiple areas of disease management. But we have to keep its costs under control.

The Quarterly : What advice do you have for other health systems that are thinking about creating more integrated care delivery models?

Hal Wolf: This is something we’ve been studying and talking to the National Health Service (NHS) about, and so I’ll offer a few suggestions.

First, the health system must establish an effective method for creating and implementing care pathways. As part of this effort, it must set up the right handoffs between the various providers and make certain that incentives are in place to support providers working together. The NHS, through its world-class commissioning program, is attempting to do just this.

Second, it is crucial that the health system think about how it collects and shares information. As it does this, the system must consider the needs of its constituents, such as its local providers, payor organizations, and national regulators. It must also make sure that its leaders are aligned on how and why information should be shared. We learned this lesson the hard way; developing a good IT system for a health system is a difficult task. Before we began using KP HealthConnect, we attempted to implement another approach to electronic medical records, and that implementation did not go well. We did not have focused leadership from the health plans or medical groups. That changed when George Halvorson became CEO of KP. The experience taught us that large-scale change can be achieved only if management is aligned on the same goals.

Third, the health system must determine whether its internal channels of communication are sufficiently open—and if they are not, open them. Communication is not necessarily a question of putting everyone involved in a patient’s care in the same building (although that certainly helps). Instead, it requires that everyone talk openly to each other and maintain the same patient-centric focus.

That last point may be the most important of all: the patient must always come first. We have found that the combination of a good data environment, strong end-to-end processes, clear communications, and a patient-centric focus creates integrated care. It also encourages everyone within the system to do their best.

Stepping into a new world of workforce management. Case study: Kaiser Permanente

Technology can help you make the right staffing choices..

An interview with Lisa J. Massarweh, DNP, RN, PHN, NEA-BC, CPHQ, CCRN-K, executive director of patient care services, performance & workforce strategy at Kaiser Permanente in Oakland, California.

Northern California Kaiser Permanente has stepped into a new world of workforce management. After using the same scheduling system for 3 decades, Kaiser Permanente is rolling out new workforce management technology and sunsetting its DOS-based system.

“Right now, we’re straddling two worlds,” Massarweh says. “When this new technology is effectively utilized, nurse managers can appropriately and efficiently distribute the workload, allowing their nursing staff to provide exceptional care and improve patient outcomes and satisfaction.” One impetus for the change was the healthcare system’s outdated scheduling application, which wouldn’t likely have technical support in the future. The new system, called KP Schedule, not only includes technical support, but benefits employees. It also helps Kaiser Permanente meet its mission of providing high-quality, affordable care to its community. “All of those elements naturally came together for us to garner executive leadership support and to be able to review the benefits of change with leaders in our medical centers,” Massarweh says. The selection process included input from a diverse group of principal stakeholders from Northern California Kaiser Permanente and the other systems’ regions. They evaluated multiple proposals from vendors before deciding on GE Healthcare’s API workforce management software. The entire Northern California region will soon be using the single integrated KP Schedule system. “We started with two small hospitals, and then we added two larger hospitals, and then added five more,” Massarweh says. “In our next wave, we’re bringing 12 hospitals onboard simultaneously.” Currently, some system hospitals are using KP Schedule for staffing nurses, and others are using it for scheduling nurses plus unlicensed assistive and certain ancillary personnel, such as those in environmental services and respiratory therapy. The goal is to include more employees in future phases of the rollout to expand the benefits to more of the system’s healthcare professionals.

Right nurse, right place, right time

One of the advantages of KP Schedule is its web-based platform, as opposed to the old DOS-based operating system. It streamlines the process for day-off requests and trades, improving flexibility for the nurses. With the old system, nurses had to call their managers and fill out a form for the staffing office to process. Now they simply pull up the application to make requests, find qualified and available staff to trade with, and see their schedules in the moment. No more waiting for a paper schedule to be posted on a monthly basis. They also can download the application on their smartphones. “They no longer have to wait on hold with human resources to see benefit balances or wait in line to have staffing questions answered,” Massarweh says. KP Schedule also allows nurses who want to pick up extra shifts to make themselves available to other sister hospitals. The technology facilitates matching the staffing needs specific to their skill sets and competencies. “They have it all in the palm of their hands any time they want to check their schedules or make schedule change requests,” Massarweh says. “KP Schedule helps nurses improve their work-life balance while helping organizations meet patient care needs and have the right nurses in the right place at the right time.” It also saves managers some time with constant scheduling tweaks. Although managerial oversight is still necessary, the technology helps process the many details that need to be considered, including qualifications, excessive overtime, and nurse fatigue. Overall, feedback on the new staffing program has been positive. “It’s a win for everybody,” Massarweh says.

Learning from prior experiences

Northern California Kaiser Permanente has faced some logistical challenges when rolling out the new workforce management system. These included ensuring every hospital’s and unit’s needs are understood and configurations are set up properly. And there’s the monumental job of training managers, supervisors, staffing office members, nurses, and other employees—and refining the training and rollout plans as the process progresses from wave to wave.

Three common questions nurses ask about workforce management technology

When developing training for nurses and other end-users of a workforce management application, consider answering the most common questions encountered at Northern California Kaiser Permanente in their rollout:

• How do I make a trade? • How do I request vacation or a day off? • How do I find out how much vacation and sick time I have?

Because the legacy staffing program had been used for so long, some personnel in the staffing office and some frontline nurses had never known any other system. “It was a change for them,” Massarweh says. “The average age of a nurse today is 48, and we didn’t come out of the womb with a smartphone in our hands, so there’s a learning curve.” To ease the transition into the new system, Kaiser Permanente created computer-based training that staff can take on the fly. They also can drop-in at a person-to-person session to ask questions, get more guidance, and practice with the system. “It’s important to walk each person through the application and show them what it can do for them, such as instant and constant accessibility to their schedule, and vacation and sick time records,” Massarweh says. Other challenges include addressing the language barrier for ancillary workers whose primary language is Spanish. Unfortunately, the application isn’t yet available in Spanish, but training materials have been translated to assist Spanish-speaking employees. “Don’t underestimate the amount of work when rolling out a workforce management technology,” Massarweh says. She advises operational leaders who are considering a workforce management technology to reach out to other leaders who are already using one. “My experience is that when I have conversations with nurses from another system, they are very honest about their experience,” she says. “We’re stepping into a new world, and we have to ensure we all keep learning from our prior experiences and from each other.”

Mining data

In the past, Kaiser Permanente’s legacy staffing system used manual-key entry, and schedulers/staffers had to print out hard copies of the schedules and post them in the nursing units. “The problem with that is you might make the perfect decisions at the time but then when the shift is over, the paper is either filed or discarded, and you can’t data mine any of the information,” Massarweh says. “If we’re going to improve our staffing and scheduling systems, we need to leverage this rich data.” Rather than relying on memory or referring to a separate spreadsheet, the KP Schedule verifies data through the primary source record. Interface feeds were created to ensure the qualification codes and the competencies of the nurses are appropriate for the level of care needed. For example, for a job posting for an intensive care unit (ICU) RN, KP Schedule will verify that the nurse has a valid nursing license, current certification in Advanced Cardiac Life Support, and has completed ICU orientation. “We now have the technology to help us consistently make better staffing choices,” Massarweh says. “That is something that shouldn’t be left to chance.”

Planning for the future

Data can give healthcare organizations the ability to transform hospital staffing. “If we can tap into and understand the data, we might have better predictive analytics to close the supply-demand curve,” Massarweh says. “This is important now and will be crucial if the projections we’ve seen about the impending nursing shortage come true.” n

Catherine Spader, RN, is a freelance medical and healthcare writer in Littleton, CO.

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Test Your Knowledge

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Patient-centered staffing. Case study: Swedish American Hospital

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CNO/CFO Partnership Achieves Successful Patient-Centered Staffing

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CFO/CNO Partnership for Workforce Management Outcomes: Benefits of Acuity-based Staffing

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Leverage data to adapt to the changing healthcare landscape

It’s time for data-driven, patient-centered workforce management

Set Profile

Interviewing Guidelines

Interviews – by phone, in person or by video – provide information for the employer that a resume and cover letter cannot. They demonstrate a candidate’s personality and show how they communicate and present themselves. Also, by visiting the workplace and asking a few good questions, interviewees can better determine if the job is right for them.

Preparation

When the recruiter, hiring manager or Human Resources coordinator sets up the interview appointment, you can ask a few questions about the position. This is your time, too. What are the top challenges of the position? What is the recent history of this department in terms of growth and type of work? The recruiter may ask you some screening questions at this time as well, so be prepared to explain how you meet the basic qualifications of the position.
Identify the key skills needed for this position by analyzing the job description. Refer back to the Prepare Myself section to review your own strengths to see how well they match the job requirements.
Prepare a few accomplishment stories you might use during the interview, based on the required skills you have just identified in the job description.
Do some internet research on the Kaiser Permanente departments that interest you to learn about their current business initiatives and business strategy.
Bring a notebook, extra copies of your resume, business cards if you have them, notes on your job history to fill out a job application and a list of your references, including how they preferred being contacted (phone and/or email address), their title, name of their organization, and the time/place and kind of work you did with them.
Practice answering standard interview questions in front of a mirror, with an interview partner or a friend. The more practice you have, the more relaxed and confident you will feel.
Wear conservative, appropriate work clothes to an interview. Dress just above the position you are applying for.
When recruitment or HR calls with information or a request, respond quickly to show your interest and keep you in the running.

During the Interview

Introduce yourself with a firm handshake and an exchange of business cards, when appropriate. Try to remember the name and title of each person you are introduced to.
A few minutes of "small talk" usually precedes the interview questions. Take this opportunity to relax, get comfortable and settle into your discussion. Get a sense of the interviewer and mimic their personal style. Do they want to get to know you through more casual conversation, or prefer getting down to the facts and details early on?
Be honest and confident about your skills and accomplishments.
Use your accomplishment stories to give specific examples that prove your competence in the different skill areas they care about most. It is an opportunity to speak their language. Maintain eye contact to see if your stories are on the right track – or have gone off the point.
Don't be negative about your current or previous positions or managers, even if you feel differently. Instead, focus on why you are looking to build your experience through a new position.
Be prepared for a salary question. Ask them for the budgeted range first and know your worth in the marketplace as well as comparable salaries at KP.
At the end of the interview, be prepared with two to three questions to show you were listening well, are interested in the position and care about being part of the KP organization. Take this opportunity to collect all the information you need to accept or reject the offer.
At the end of the interview, find out what the next steps are in their interview process and if they have a timeframe for making a decision. Restate your interest in the position.

After the Interview

With the new information you have gained during the interview, think about the job and consider if the offer is what you need and want.
Write a thank you note or email to all your interviewers. A follow-up letter can include your reaction to the interview, why you want the job, and what you could bring to the department and the team. It is also another opportunity to make a good impression.
If you are interested in accepting the position, alert your references that you have just had a successful interview and give them permission to speak about you if they receive a call from the HR department. Send your references a copy of your resume and the job description. Communicate the key skill areas to your references that your interviewer was interested in.
Ask your references to call you after they are contacted. De-brief with them and identify any areas or concerns expressed by the interviewers. You may have an opportunity to follow-up with your interviewers and address these issues before you are eliminated.
If your references get contacted, send them a thank you note or email letting them know you appreciate their support and time.

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MockQuestions

Kaiser Permanente HireVue Mock Interview

To help you prepare for a HireVue interview at Kaiser Permanente, here are 25 interview questions and answer examples.

Kaiser Permanente was written by Krista Wenz on May 5th, 2023. Learn more here.

Question 1 of 25

Do you prefer working alone or on a team?

Why the Interviewer Asks This Question

Answer example.

Community Answers

Interviewers often ask whether you prefer working alone or on a team because it can give them insight into your personality and work style. It's important to answer this question honestly and explain why you prefer one or the other, as both have advantages and disadvantages depending on the job and situation. If you prefer working alone, it may indicate that you are more independent and self-motivated, while a preference for working on a team may suggest that you are collaborative and enjoy bouncing ideas off others. However, you want to assure the interviewer that you can work equally as well in either situation.

"I believe that both working alone and on a team have advantages and disadvantages. When working alone, I have complete control over my work and can work at my own pace without any external distractions. On the other hand, working on a team allows me to bounce ideas off others, learn from my colleagues, and divide tasks to ensure everything gets done efficiently. Ultimately, it depends on the task and the project's goals. If the project requires creativity and innovation, I prefer teamwork to leverage everyone's strengths and ideas. However, if the project requires a lot of focus and concentration, I prefer working alone in a quiet environment."

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Kaiser Permanente HireVue Interview Questions & Answers

Below is a list of our Kaiser Permanente interview questions. Click on any interview question to view our answer advice and answer examples. You may view 5 answer examples before our paywall loads. Afterwards, you'll be asked to upgrade to view the rest of our answers.

Table of Contents

1. Adaptability Questions
2. Ask The Interviewer Questions
3. Behavioral Questions
4. Career Goals Questions
5. Communication Questions
6. Compatibility Questions
7. Competency Questions
8. Conflict Questions
9. Creative Thinking Questions
10. Critical Thinking Questions
11. Customer Service Questions
12. Diligence Questions
13. Direct Questions
14. Discovery Questions
15. Leadership Questions
16. Situational Questions
17. Stress Questions
18. Tough Questions

Adaptability

1. Do you prefer working alone or on a team?

Written by Krista Wenz on May 5th, 2023

Anonymous Interview Answers with Professional Feedback

Ask The Interviewer

2. Do you have any questions for me?

It's common for interviewers to ask if you have any questions for them toward the end of the interview. This is an opportunity to gather more information about the role or the company. It also shows the interviewer that you are interested and engaged in the position. It's a good idea to prepare a few questions beforehand so that you are ready when this question arises. Some examples include asking about the company culture, challenges the team is facing, what leadership style Kaiser Permanente encourages, or opportunities for professional growth. Remember, asking thoughtful questions shows your interest in the company and helps you better understand what the job entails and what you can expect if hired.

"Yes, I do have a few questions; thank you for asking. First, what are some challenges the team is currently facing? Second, how does Kaiser Permanente encourage collaboration between teams? And finally, how would you describe the company culture?"

3. How would you respond if a coworker asked you to do something unethical?

The interviewer asks what you would do if a coworker asked you to do something unethical because they want to assess your moral compass and decision-making skills in difficult situations. It is important to remain ethical and professional in the workplace and not compromise your values to please others. If faced with this situation, it is best to politely decline and report the incident to a supervisor or Kaiser Permanente HR representative. Assure the interviewer that you always prioritize your integrity and reputation in the workplace.

"If a colleague were to ask me to do something unethical, I would respectfully decline and emphasize that such actions contradict my personal and professional principles. It is vital to uphold ethical standards and maintain a high level of integrity in the workplace, and I will not compromise on this issue under any circumstances. I will encourage my coworker to rethink their request and suggest alternative solutions that align with our organization's values. I would also document the incident and report it to my immediate supervisor so they are aware of the situation."

Career Goals

4. What are your short- and long-term goals?

Interviewers often ask about your short- and long-term goals to better understand your ambitions and motivations. Your response can give them insight into how you plan to grow and develop professionally and whether your goals align with Kaiser's mission and culture. It also shows your commitment and dedication towards achieving your goals, which can be an important factor in their decision-making process. Overall, it is a way for the interviewer to assess your potential and suitability for the role and if you will be a long-term employee if hired.

"As a Kaiser Permanente radiologist, I have both short- and long-term goals. In the short term, I aim to enhance my skills and knowledge in the field, becoming more proficient in interpreting complex images and delivering accurate diagnoses. Additionally, I want to cultivate strong relationships with patients and colleagues, communicating clearly and empathetically to ensure optimal outcomes. Looking ahead, I aspire to become a top expert in my specialty at Kaiser Permanente, contributing to research and innovation. My ultimate goal is to obtain my PhD in radiology and be recognized as a trusted and respected leader in the radiology community, known for my expertise, integrity, and unwavering commitment to excellence."

Communication

5. This concludes our interview. Do you have anything you would like to add?

Interviewers often ask if you would like to add anything because they want to allow you to share any additional information that you may not have had the chance to mention earlier in the interview. If you feel like there's something important you haven't mentioned yet, it's always better to bring it up rather than regret it later. A great way to do this is to say something like, 'Thank you for asking. Yes, I wanted to add...' and then share your thoughts. This is your opportunity to ensure that you have fully expressed yourself and highlighted your relevant skills and experience.

"Thank you for asking. Yes, I would like to add that I appreciate your time in this interview. Also, I feel that I would be an excellent fit for the company culture and that my expertise and accomplishments can add value to the organization. Is there anything I can clarify after speaking with me today?"

6. How would you describe your communication skills?

The interviewer asks you to describe your communication skills because effective communication is crucial to any job. Communication skills are essential in building relationships, collaborating with team members, and achieving goals. It is necessary to articulate oneself clearly, listen actively, and convey ideas and information in a way that is easily understood by others. You will also be responsible for written communications when writing reports and communicating by email. By asking you to describe your communication skills, the interviewer is trying to assess your ability to communicate effectively in a professional setting.

"Regarding my professional communication skills, I would say that they are highly articulate and effective. I always strive to convey my ideas clearly and concisely, and I have a strong ability to connect with my audience. My tone is consistently professional yet approachable, which enables me to work well with others. I also have excellent written communication skills and always provide error-free reports and internal mail. In my opinion, my communication skills are a real asset to any professional setting."

Compatibility

7. How would your previous manager describe you?

The interviewer may ask how your previous manager would describe you to better understand your work habits, strengths, and weaknesses. This can help them determine if you would be a good fit for the position and if your work style aligns with Kaiser's culture. It's important to be honest and provide specific examples of how your previous manager might describe you, whether as a team player, a problem solver, or a detail-oriented person. Overall, it's an opportunity to showcase your strengths and demonstrate your ability to work well with others.

"My previous manager would describe me as a dependable, hardworking employee who consistently delivered high-quality results. I was always willing to go above and beyond what was expected of me and had a strong attention to detail. Additionally, I was a team player who was always willing to lend a helping hand to my colleagues. As mentioned in my letter of recommendation from my previous manager, they said that I was a valuable asset to the team and would recommend me for any position."

8. Tell me about your experience and background that qualifies you to work in this position.

The interviewer asks about your background and experience because they want to gain a better understanding of your qualifications and how they align with the requirements of the position. By asking about your past experiences, the interviewer can assess your ability to handle specific tasks and situations. Additionally, your background can provide insight into your work ethic, communication skills, and overall attitude towards work. Overall, an interviewer's goal in asking about your knowledge and experience is to determine if you are the right fit for the job and if you have the potential to contribute to the company's success.

"With my extensive background in billing and experience in various healthcare settings, I believe that I am well-suited to work at Kaiser Permanente. My knowledge of medical coding, insurance claims, and billing procedures will allow me to integrate seamlessly into the billing department and contribute to the team's success. Additionally, my attention to detail and ability to effectively communicate with patients and insurance companies will ensure that all billing processes are completed accurately and efficiently. I am confident that my skills and experience make me a valuable asset to the Kaiser Permanente team."

9. Tell me about a time you encountered conflict in the workplace. How did you handle it?

The interviewer will ask about conflict in the workplace to gain insight into your ability to handle challenging situations and work effectively with others. Conflict is inevitable in any workplace, and the interviewer wants to know how you would handle it if it were to arise. They may also be looking for candidates who are skilled at resolving conflicts in a professional and positive manner, as this is a valuable skill in any work environment. By asking about conflict, the interviewer can gauge your communication and problem-solving abilities and your ability to remain calm and composed under pressure.

"Well, there was a time when I disagreed with a coworker about the direction of a project we were working on. We had very different ideas about how to approach it, and it seemed like we were at an impasse. I scheduled a meeting with our supervisor to discuss the issue and get their perspective. During the meeting, we both voiced our concerns and explained our ideas for the project. Our supervisor listened attentively and ultimately helped us come to a compromise that incorporated our ideas. We were able to move forward with the project and complete it successfully. Looking back, I think the key to handling the conflict was maintaining a calm and professional demeanor throughout the process. By focusing on finding a solution and working collaboratively with my coworker and supervisor, we were able to resolve the issue and move forward as a team."

Creative Thinking

10. What could Kaiser do to improve its level of care?

The interviewer will ask you how Kaiser could improve its level of care because they want to gauge your understanding of the organization's current state and your ability to think critically about potential solutions. Additionally, healthcare companies constantly strive to improve the quality of care they provide, and input from employees at all levels can be valuable in identifying areas for improvement. By asking this question, the interviewer can get a sense of whether you are engaged and committed to the healthcare industry and have the potential to contribute to Kaiser's ongoing efforts to enhance patient care.

"While Kaiser is already known for providing excellent care, in my opinion, Kaiser could improve patient care by providing more personalized and attentive care to each patient. This could involve assigning a dedicated healthcare provider to each patient, who could take the time to understand their unique medical history, needs, and concerns. Additionally, Kaiser could invest in new technologies and tools that enable patients to access their medical records, communicate with their doctors, and receive virtual care from the comfort of their own homes. By making these improvements, Kaiser could ensure that each patient receives the high-quality care and attention they deserve."

Critical Thinking

11. How do you respond when you do not have enough time to complete a project?

Most organizations want to hire employees who do not make excuses and can complete projects on time, and Kaiser Permanente is no different. While some projects will run past the deadline due to no fault of your own, you want to assure the interviewer that you will prioritize, delegate, and communicate with team members to help keep projects on track. The interviewer asks this question to gain insight into your communication, time management, leadership, and problem-solving skills. If it is inevitable that a project will go past the deadline, describe how you communicate this to managers and shareholders.

"When faced with a project that has a tight deadline, I prioritize the most important tasks and focus on completing those first. I would communicate with my team and stakeholders to ensure everyone knows the timeline and the tasks that must be completed. I would also look for ways to streamline the project or delegate tasks to ensure we meet the deadline. It is important to stay organized and focused during these situations and to be willing to adjust priorities if necessary. Ultimately, my goal would be to ensure we deliver a quality project on time, even if it means putting in extra effort or working longer hours. I pride myself on meeting or beating deadlines, so not completing the project on time is out of the question for me."

12. Tell me about a time when you had to make a snap decision.

During the interview, the interviewer will inquire about your approach to handling pressure and making quick decisions, assessing your problem-solving skills and ability to think on your feet. It is crucial to answer truthfully and provide a specific workplace example. This will offer a glimpse into your decision-making process and how you handle unexpected situations. Always remain composed and focused when making impromptu decisions, and trust your instincts.

"As a pharmacist, I recently had to make a snap decision that could potentially save a patient's life. A customer came in with a prescription for a medication that had a dangerous interaction with another drug they were taking. I had to quickly assess the situation and decide whether to fill the prescription or hold off and contact the prescribing doctor for further guidance. After reviewing the patient's medical history and consulting with a colleague, I decided to hold off on filling the prescription and contact the doctor. It was a difficult decision to make, as I knew the patient needed the medication, but their safety was my top priority. In the end, the doctor was able to provide further guidance, and we were able to adjust the patient's medication regimen to ensure their safety. It was a reminder of the importance of being diligent and thorough in our work as pharmacists, even when faced with time-sensitive decisions."

Customer Service

13. How do you provide excellent customer service?

When interviewing for Kaiser Permanente, one of the questions that may come up is how you provide excellent customer service. This question is important because Kaiser Permanente is committed to providing exceptional care and service to its patients. They want to ensure their employees share this commitment and have the skills and mindset to deliver the highest level of customer service. Your answer to this question will give the interviewer insight into your approach to customer service and how you handle challenging situations. It's important to be honest and specific in your response, highlighting examples of how you have gone above and beyond for customers in the past. Doing so demonstrates that you have the right attitude and skills to thrive in a customer-focused environment like Kaiser Permanente.

"To provide excellent customer service, I actively listen to my customers and address their concerns with empathy and understanding. Responding quickly and effectively to their inquiries is crucial, and going above and beyond to meet their needs whenever possible can make a big difference. It's also important to seek feedback and use it to continuously improve my service, showing a dedication to excellence. Ultimately, treating customers with respect and making them feel valued and appreciated is the most important aspect of providing exceptional customer service. You can be assured I will continue offering excellent customer service if hired for the position."

14. What is Kaiser Permanente's mission statement?

During a job interview, it's common for the interviewer to ask about the company's mission statement. The reason for this is to gain insight into the applicant's level of research and interest in the company. Additionally, understanding the company's mission statement can help the applicant better align themselves with its goals and values. It's essential to be prepared to discuss the mission statement and how it relates to your values and professional aspirations. When reviewing Kaiser's 'About' page, you will see its mission is to provide high-quality, affordable healthcare services and to improve the health of its members and the communities they serve.

"Kaiser Permanente's mission statement is to provide high-quality, affordable healthcare services and to improve the health of its members and the communities they serve. As someone who values access to quality healthcare, I find their mission statement particularly resonant. It's reassuring to know that Kaiser Permanente is committed to providing affordable care to members while working to improve the health of the broader community. Overall, I appreciate their focus on individual and community health, which is why I want to work for their reputable organization."

15. Who is the CEO of Kaiser Permanente?

Before your job interview, it is essential to research Kaiser Permanente in-depth as you want to learn all you can. Review the company website, online employee and customer/patient reviews, the job announcement, and visit the organization and talk to staff. The interviewer wants to hear that you have done your homework and know the CEO of Kaiser Permanente. Show the interviewer you have done your homework. Focus your answer on naming the CEO and a little history about them. You can mention when they were appointed CEO, who they worked for before joining Kaiser, and any achievements they have made since becoming CEO.

"The chair and CEO of Kaiser Permanente is Greg A. Adams, known for his leadership and champion of healthcare reform. Mr. Adams has over 30 years of leadership experience as a senior healthcare executive and has played an integral part in leading the improvement and transformation of patient outcomes at Kaiser."

16. Why do you want to work for Kaiser Permanente?

Interviewers often ask why you want to work for their company because they want to understand your motivations and values. By asking this question, the interviewer can gain insight into whether you have done your research, are genuinely interested in Kaiser and its mission, or are just looking for any job. Additionally, it allows the interviewer to see if your goals align with the company's goals and culture. Overall, this question helps the interviewer determine whether you are a good fit for the company and likely to be a long-term employee.

"I want to work for Kaiser Permanente as I have always been drawn to the organization because of its commitment to providing high-quality healthcare to its patients. As someone passionate about healthcare, I believe that working for Kaiser Permanente would allow me to make a real difference in the lives of others. I appreciate the organization's emphasis on preventative care and its desire to help patients live healthier lives. Additionally, I am impressed by Kaiser Permanente's focus on innovation and technology, as I believe these areas will continue to play an increasingly important role in healthcare in the years to come. Overall, I am excited about the long-term opportunity to work for a company dedicated to improving healthcare outcomes for all."

View This Question and Answers

17. Why should we choose you over other candidates?

During a job interview, it's common for the interviewer to inquire about what differentiates you from other candidates. This allows them to better understand what makes you stand out and why you would be the ideal choice for the position. It provides you with an excellent opportunity to showcase the distinctive skills, experience, and personality traits that make you the perfect fit for the job. By confidently emphasizing your strengths and providing examples of how you have excelled in similar roles in the past, you can convincingly demonstrate why you are the most qualified candidate for the position.

"From my perspective, I believe I stand out from other candidates in several ways. To begin with, I am incredibly driven and enthusiastic about this position. After conducting extensive research on Kaiser Permanente and its requirements, I am confident I have the necessary expertise and experience to excel in this role. Furthermore, I have an established track record of success in my previous positions and am continuously seeking new challenges to help me grow professionally. Finally, as a collaborative team player, I am always ready to assist my colleagues and contribute to the organization's overall success. I can confidently assure you won't be disappointed if you choose me for the position."

18. How do you define success in the workplace?

Success is a subjective term that can mean different things to different people. Success is achieving financial stability and material possessions for some, while for others, it is about personal growth and fulfillment. Ultimately, success is about setting goals and working towards achieving them, whether related to careers, relationships, health, or any other aspect of life. It is about being content and satisfied with the progress made towards those goals rather than comparing oneself to others or measuring success solely by external factors. The interviewer would like to hear how you define success in the workplace to see if you will be a good fit for the team and if your values align with Kaiser Permanente.

"In my opinion, success in the workplace is not solely dependent on one's job title or salary. Rather, success is determined by how much of a positive impact one is able to make within their role and within the company as a whole. This can include things like fostering a positive team dynamic, consistently meeting or exceeding goals, and actively seeking out opportunities for professional growth and development. Ultimately, success in the workplace is about feeling fulfilled and proud of the work that you do, and knowing that you are contributing to something greater than just yourself."

19. What hobbies and interests do you enjoy away from work?

When interviewing for Kaiser, the interviewer may want to know your hobbies and interests away from work to better understand your personality, values, destressing techniques, and how you spend your free time. They may also use this information to assess your compatibility with the company culture and determine if you would be a good fit for the team. Additionally, hobbies and interests can reveal skills and qualities that may be relevant to the job, such as leadership, teamwork, or creativity. Sharing your hobbies and interests can provide valuable insight into who you are as a person and how you may contribute to the company.

"In my free time, I enjoy reading books, watching movies, and going for long walks in nature. These activities help me unwind and recharge after a busy day at work. I also enjoy trying new recipes and cooking for my friends and family. It's a great way to bond with loved ones and explore different flavors and cuisines. Overall, I believe having hobbies and interests outside of work is important for maintaining a healthy work-life balance and relieving stress."

20. What strengths will you bring to Kaiser Permanente if offered this position?

Knowing your strengths is an important part of the interview process and can help you to stand out as a candidate. The interviewer wants to know your strengths to determine if you are a good fit for the job. Your strengths can give them an idea of what you can bring to the table and how you can contribute to Kaiser Permanente. It also helps them to understand how you can handle the job responsibilities and challenges. By knowing your strengths, the interviewer can assess whether or not you are a good match for the position and the company culture. It can also help them identify areas where you may need additional training or support. Before your interview, review the job description and look for keywords Kaiser uses to describe their ideal candidate. Then, use some of those words as strengths in your response.

"If I were to be offered a position at Kaiser Permanente, I would bring a number of strengths to the table. First, I am a highly motivated individual who always strives to achieve the best possible outcomes in everything that I do. I am also detail-oriented, so I can pick up on the small things that others might miss. Additionally, I am a strong communicator and can work well both independently and as part of a team. Finally, I have a great deal of experience in the healthcare industry, which means I am well-equipped to handle the challenges and demands of working in this field. Overall, I believe that I would be a valuable asset to Kaiser Permanente and would be able to contribute significantly to the organization's success."

21. When working in a leadership position, how do you motivate your team?

Your interviewer wants to know how you motivate your team because it's an essential aspect of being a leader. Motivating your team can lead to increased productivity, better morale, and a more positive work environment. By understanding how you motivate your team, the interviewer can gauge whether or not you have the necessary skills to effectively lead a Kaiser Permanente team. It's important to be honest about your approach and provide specific examples of how you have successfully motivated your team in the past.

"To motivate my team when working in a leadership position, I always provide clear goals and expectations from the start. By doing this, team members know exactly what is expected of them and can work towards achieving those goals. I also believe in offering support and guidance as needed, as this helps team members feel valued and supported. Recognizing and rewarding good performance is another key aspect of motivation, as it helps to boost morale and encourage continued effort. Finally, creating a positive and collaborative work environment can foster a sense of shared purpose and motivate team members to work together towards common goals. By implementing these strategies, I am able to build a motivated and engaged team that is always ready to tackle any challenge that comes our way."

Situational

22. How well do you manage time?

Your future employer wants to know that you can effectively prioritize tasks, meet deadlines, and be productive with your time. The interviewer is likely asking about your time management skills because it is an essential attribute for any role at Kaiser Permanente. Good time management skills demonstrate your ability to work efficiently and handle multiple projects simultaneously. It's important to be honest about your abilities in this area and provide examples of how you have successfully managed your time in the past. If you are working on your time management skills, describe what you are doing to improve.

"I believe I am quite effective at managing my time. I prioritize tasks based on their importance and allocate the appropriate time for each one. I am mindful of deadlines, work diligently to ensure everything is completed on schedule, and have never missed a deadline in my career. I believe my organization and efficiency are impressive, and I strive to consistently maintain this level of performance."

23. How well do you manage stress?

It's essential to have healthy ways of dealing with stress, especially in a healthcare setting. The interviewer may ask how you manage stress to understand your coping mechanisms and how you handle pressure. By asking this question, the interviewer seeks to know if you can stay calm and focused when faced with stressful situations. It's also an opportunity to demonstrate your self-awareness and ability to prioritize self-care, helping to prevent illness and burnout.

"I would say that I manage stress quite well. I try to stay organized and prioritize my tasks so I don't feel overwhelmed. I also take breaks when needed and engage in activities that help me relax, like walking or practicing yoga. Overall, staying calm and level-headed is key to managing stress effectively, and I am rarely affected by stress."

24. Please introduce yourself in less than one minute.

An interviewer may ask you to introduce yourself in less than one minute to evaluate your ability to communicate effectively and concisely. This is a valuable skill in many industries, especially if you will be working in a fast-paced environment where time is of the essence. Additionally, a brief introduction can give the interviewer a quick overview of your background and qualifications, allowing them to move on to more specific questions about your experience and skills. Overall, introducing yourself in less than a minute is an important part of the interview process and can help you make a positive impression on potential employers.

"Hi there! My name is Alexa Woodson. I am a highly motivated and passionate medical assistant with a strong desire to positively impact people's lives. With five years of experience in the healthcare industry, I have developed a deep understanding of patient care and have honed my skills in delivering exceptional service. I am confident in my ability to work effectively with a team and am committed to providing patients with the highest level of care. I am excited about the opportunity to join Kaiser Permanente and contribute my skills and expertise to the team."

25. What is your greatest weakness and what are you doing to improve?

Interviewers often ask about your greatest weakness to better understand your self-awareness and willingness to improve. It is important to provide an honest answer and explain how you are actively working to improve in that area. This shows that you are proactive and committed to self-improvement. For example, if you struggle with public speaking, you could mention that you have been taking a public speaking course and practicing in front of friends and family to become more confident. Overall, it's important to show that you are not only aware of your weaknesses but actively taking steps to turn them into strengths.

"After careful consideration of my work and personal life, I have realized that my biggest weakness is taking on too many tasks. This habit often leads to increased stress and unsatisfactory outcomes as I struggle to complete everything on time. To address this issue, I am now using a planner to prioritize tasks and set clear objectives. Additionally, I have learned to say no to tasks that are not essential or can be delegated to others. Furthermore, I am improving my time management skills by breaking down larger tasks into smaller, more manageable ones and avoiding distractions. I am fully committed to overcoming my tendency to take on too many tasks and becoming more productive and efficient in all aspects of my life."

November 2, 2021

Understanding the value of the Kaiser Permanente model

Policymakers have spent decades looking for ways to make the U.S. health care system more accessible and affordable while also ensuring high-quality care. The recently passed American Rescue Plan included some promising health provisions. It provided short-term increases in subsidies to reduce premium costs for people with lower-incomes covered through Affordable Care Act health plans and offered incentives for more states to expand Medicaid.

These changes are important, but clearly more is needed. Policymakers and health policy experts continue to focus on what comes next, developing a variety of proposals with more likely to emerge. We hope that a better understanding of Kaiser Permanente’s integrated care model — improved through our 75 years of experience — may suggest elements that could improve our overall system of health care in the U.S.

Various health policy leaders have referenced the Kaiser Permanente model as a promising approach over the years, but it can be difficult for people who do not work directly within the organization to understand the core elements that drive the model. The Kaiser Permanente Institute for Health Policy launched a new series of stories about our integrated care and coverage approach to help health policy and other audiences understand how the elements of Kaiser Permanente’s model combine to support better health and more affordable care for millions of people.

As an economist, I often think about the incentives that influence people and organizations to act. Using that lens, we can consider what aspects of our model support and incentivize the outcomes that Kaiser Permanente achieves.

Our new series begins with an overview of how Kaiser Permanente differs from other financing and care delivery models and moves on to short case studies illustrating how our approach promotes high-quality care and good health outcomes for our members, patients, and communities. We launched this series with 3 case studies and will share more over the coming year.

In short, what these stories all highlight is that our integrated care model is built around care coordination, data usage, and aligned incentives. This not only incentivizes the delivery of care that is both efficient and effective, it allows our organization to focus on the long-term health of our members.

Kaiser Permanente is not perfect; no health care system is. We study and learn from our experience and aim to keep improving. Sharing what works and why is core to our mission to improve health, not only for our members, but for communities. I hope this series will be helpful in health reform conversations, as a framework that can provide insights and possibly spark ideas for new approaches. We have many bright spots to build on, as we move toward the goal of high-quality, equitable, affordable health care coverage for everyone, and a U.S. health system that allows us all to thrive.

Kaiser Permanente: Innovating to Transform Healthcare

This case study explores the role of Kaiser Permanente in the organization and transformation of the United States health care industry from 2002 to 2012.

This case study is offered for a small fee by Harvard Business School Publishing, which serves as a bridge between academia and enterprises around the world through its myriad publications—including cases, articles, simulations, books and chapters, online courses, and “core curriculum” modules on foundational topics—and content-delivery platforms. Any registered user can create personalized libraries with shareable folders of resources, and individuals with “Premium Educator access” may access publications for free as well as unlock supplemental materials, including teaching notes.

Applegate LM. Kaiser Permanente: Innovating to Transform Healthcare. Harvard Business School Publishing 2013. https://cb.hbsp.harvard.edu/cbmp/product/813184-PDF-ENG .

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Kaiser Permanente’s Innovation on the Front Lines

Lew McCreary

Simply stepping back to observe how you work can yield game-changing insights.

Reprint: R1009H

The Innovation Consultancy, a small team within the health care provider Kaiser Permanente, practices an expansive, service-focused version of innovation that is both rapid and economical in comparison with the conventional version. The team’s members observe how health care providers interact with one another, with technology, and with patients, and how the patients respond. They take photographs, draw pictures, write stories, and try to capture experiences from the point of view of everyone involved.

During KP MedRite, a project to reduce the error rate in dispensing medication to hospital patients, the team asked nurses what they thought was wrong with the dispensing process. The nurses usually replied, “Nothing.” But when given a chance to make self-portraits, they would draw themselves with sad faces and frazzled hair. Interruptions appeared to be the leading cause of errors—so one of the resulting innovations was a bright-yellow sash signaling that its wearer was not to be disturbed.

KP’s Chris McCarthy founded the Innovation Learning Network to accelerate knowledge transfer among peers in the nonprofit health care industry. One promising process that has emerged, Inflection Navigator, helps patients who’ve received a frightening diagnosis handle the consequent urgent tasks—follow-up tests, visits to specialists, decision making about treatment and care—with the aid of care coordinators. This innovation and others like it arise from a brand of creativity that transcends the media version of the health care debate.

The Idea in Brief

In health care, the mother of all service industries, Kaiser Permanente is taking innovative approaches to designing better ways of delivering care. KP’s relatively modest up-front investments can yield dramatic cost and quality benefits more quickly than any whizbang technology.

To achieve these benefits, Kaiser has adopted a “human-centered design” methodology that enlists health care providers and patients as collaborators in the innovation process.

Stakeholder participation helps direct the creative inquiry toward better questions, which lead, in turn, to more sharply defined problems. That reduces the level of innovation risk while producing superior—often breakthrough—solutions.

Chris McCarthy shows up for an early-morning interview wearing raspberry-colored scrubs. Later he’ll head to one of Kaiser Permanente’s Bay Area hospitals to watch nurses at work. McCarthy, a KP innovation specialist, is just beginning a project aimed at optimizing the time nurses spend with their patients. He’s often in clinical settings, observing how health care providers do their jobs; how they interact with one another, with technology, and with patients; and how patients respond.

LM Lew McCreary is a former senior editor at Harvard Business Review.

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COMMENTS

Top 25 Kaiser Permanente Interview Questions & Answers
Top 25 Kaiser Permanente Interview Questions & Answers. Get ready for your interview at Kaiser Permanente with a list of common questions you may encounter and how to prepare for them effectively. Kaiser Permanente, a leading American integrated managed care consortium, has been revolutionizing the healthcare industry since its inception in 1945.
Kaiser Permanente Consultant Interview Questions
I interviewed at Kaiser Permanente. Interview. 4 Rounds of interviews: 1) interview with the recruiter 2) panel interview with the team 3) leadership interview 4) case study interview I think the challenge is scheduling- this is a lot of time to go back and forth with one company. Interview questions [1]
Kaiser Permanente Interview Questions (2024)
First a phone call with a recruiter, who then has the manager of the clinic call and interview over the phone. After which they have you come in for an in person interview. Interview questions [1] Question 1. What was a time you could have doen something easier but dishonest and decided to be honest instead.
Kaiser Permanente Senior Consultant Interview Questions
Negative Experience. Application. I interviewed at Kaiser Permanente. Interview. 1st step: 1 hour Phone screen by Recruiter 2nd step: 1st round Case Interview on skype with Manager level staff. Very simple case for anyone with any experience of case interviews. 3rd step: Recruiter called to schedule final rounds in-person interviews.
37 Kaiser Permanente Interview Questions & Answers (2024)
With over 212,000 employees providing care to 12.7 million members, change is inevitable for the team at Kaiser Permanente. On top of that, technology, policy, and healthcare practice will continue to evolve into the future at a rapid rate and being flexible and adaptable in your work is a key trait that your interviewer will be looking for in any candidate that they hire.
What health systems can learn from Kaiser Permanente: An interview with
Kaiser Permanente is the largest nonprofit health plan and integrated delivery system in the United States. It operates in nine US states and the District of Columbia and has 8.7 million members, more than 150,000 employees (including 40,000 nurses), 14,000 physicians, and annual operating revenues of almost $38 billion.
Stepping into a new world of workforce management. Case study: Kaiser
An interview with Lisa J. Massarweh, DNP, RN, PHN, NEA-BC, CPHQ, CCRN-K, executive director of patient care services, performance & workforce strategy at Kaiser Permanente in Oakland, California. Northern California Kaiser Permanente has stepped into a new world of workforce management.
Kaiser Permanente Consultant Interview Questions
22 Kaiser Permanente Consultant interview questions and 23 interview reviews. Free interview details posted anonymously by Kaiser Permanente interview candidates. ... 4 Rounds of interviews: 1) interview with the recruiter 2) panel interview with the team 3) leadership interview 4) case study interview I think the challenge is scheduling- this ...
Kaiser Permanente Interview Questions (2024)
3.7. 473 reviews. Glassdoor has millions of jobs plus salary information, company reviews, and interview questions from people on the inside making it easy to find a job that's right for you. Kaiser Permanente interview details: 2,610 interview questions and 2,270 interview reviews posted anonymously by Kaiser Permanente interview candidates.
Interview Guidelines
Plan on arriving ten minutes early to the interview. Anticipate problems with traffic congestion, directions or parking. Introduce yourself with a firm handshake and an exchange of business cards, when appropriate. Try to remember the name and title of each person you are introduced to. A few minutes of "small talk" usually precedes the ...
Kaiser Permanente HireVue Interview Questions & Answers
Practice 25 Kaiser Permanente HireVue interview questions. Written by professional interviewers with 25 answer examples and 24 community answer examples. MockQuestions. Go. ... Focusing on the critical aspects of the case, quickly assessing the problem, and calmly communicating with the other team members helped to stabilize the patient."
Kaiser Permanente Interview Questions & Answers
What candidates say about the interview process at Kaiser Permanente. It was timely, engaging, collaborative, welcoming. it was involved with a manager, supervisor and a person from the department applying for. Applicants meet with the behavioral health center manager. I do not know the details of the current interview process.
Most Asked Kaiser Permanente Interview Questions and Answers
If you have an interview for a job at Kaiser Permanente then this is the video that you need to watch in full to help you prepare great answers that will hel...
Kaiser Permanente Analyst Interview Questions
Application. I applied online. The process took 2 weeks. I interviewed at Kaiser Permanente (San Francisco, CA) in 3/1/2022. Interview. Interviews were lengthy. I interviewed with four people. Questions were centered on prior projects, education and skill sets. I discussed projects and provided samples of my work.
An overview of our integrated care model
Kaiser Permanente achieves better outcomes through a combination of care coordination, comprehensive data collection and use, and aligned incentives that all promote affordable, high-quality care. This case study, part of our Integrated Care Stories series, highlights the benefits of Kaiser Permanente's approach.
Understanding the value of the Kaiser Permanente model
Our new series begins with an overview of how Kaiser Permanente differs from other financing and care delivery models and moves on to short case studies illustrating how our approach promotes high-quality care and good health outcomes for our members, patients, and communities. We launched this series with 3 case studies and will share more ...
Kaiser Permanente: Innovating to Transform Healthcare
Kaiser Permanente: Innovating to Transform Healthcare. 2013. This case study explores the role of Kaiser Permanente in the organization and transformation of the United States health care industry from 2002 to 2012. This case study is offered for a small fee by Harvard Business School Publishing, which serves as a bridge between academia and ...
Kaiser Permanente's Innovation on the Front Lines
Later he'll head to one of Kaiser Permanente's Bay Area hospitals to watch nurses at work. McCarthy, a KP innovation specialist, is just beginning a project aimed at optimizing the time nurses ...
Case Study: Kaiser Permanente
Learn in this case study how Lencore used sound masking systems to help Kaiser protect speech privacy of personal health info and comply with HIPAA. Kaiser Permanente - the largest non profit health plan serving over 8.6 million members with 2008 revenue of $40.8B - was looking to improve their medical office building standard, in ...
Kaiser Permanente Business Consultant Interview Questions
6 Kaiser Permanente Business Consultant interview questions and 6 interview reviews. Free interview details posted anonymously by Kaiser Permanente interview candidates. ... On top of the usual behavioral interview and meeting various people in upper management, there is a case study interview which was new for me. This was a great way to get a ...
A breakout moment for virtual care
These robust telehealth capabilities have allowed Kaiser Permanente to continue to deliver time-sensitive care virtually. More than 80% of our appointments were conducted by phone or video during April 2020 compared to 15% prior to the pandemic, and video visits continue to set new records with more than 40,000 visits on average each weekday.
Job Interview at Kaiser question! : r/KaiserPermanente
What submission statuses did you see while you were applying to Kaiser? (e.g.: job submission complete; digital screening; completed, etc.). And what did each status submission change come after entail (testing scheduled? interviews scheduled?) Thanks! 1. 3.3K subscribers in the KaiserPermanente community.
Kaiser Permanente Manager Interview Questions
Glassdoor has millions of jobs plus salary information, company reviews, and interview questions from people on the inside making it easy to find a job that's right for you. 23 Kaiser Permanente Manager interview questions and 16 interview reviews. Free interview details posted anonymously by Kaiser Permanente interview candidates.

Top 25 Kaiser Permanente Interview Questions & Answers