Role
Patient Service Representative
The hiring challenge
They serve people who call worried about their own health or a relative's; in an interview it is hard to see whether they sustain empathy and calm when the patient is distressed while also handling sensitive medical information with care.
What to assess
Patient orientation and empathy, self-control, communication and integrity given the handling of health data.
How we build the mix
In this role the central filter is not the cognitive side, but disposition, the way people relate and self-control. The mix is built by prioritizing the role's competencies.
Related competencies confirm that this capable person can perform the specific functions of the role well, not just reason in the abstract.
A technical assessment (your own or digitized) verifies they can use the tools of the role. Or, as an alternative, DISC to learn the behavioral profile for the role.
Suggested assessment mix for patient service representative
8 assessments · variable time. Suggested guide: adjust it to your process.
-
Helps observe customer orientation and the quality of service.
-
Helps observe clarity when communicating and the quality of how they treat others.
-
Helps observe emotional regulation and resilience under the pressure of the role.
-
Helps observe signals of probity in a role with access to money or sensitive information.
-
Helps observe order and care when handling and safeguarding the role's information.
-
Helps observe how quickly they adapt to new processes, tools and contexts of the role.
-
Contact with patients in sensitive moments: the relational style adds signal.
-
They handle sensitive health data; an integrity control is warranted.
ⓘ The exact mix and its fit are tuned by Kokoro with you. This mix is a guide, not a closed recipe.