Interview preparation plan: Administrative Associate - Wakebrook Outpatient at UNC Health

Practice questions (20)

1. Tell me about a time you led a team through a crisis.
2. Describe a situation where you convinced someone of an idea.
3. Tell me about a conflict with a colleague/manager and how you resolved it.
4. Tell me about a project where you collaborated with other teams.
5. Describe a difficult decision you had to make quickly.
6. Tell me about when you had to adapt to a major change.
7. Tell me about a mistake you made and what you learned.
8. Describe a time you had to navigate a sensitive issue with a client.
9. Tell me about a time when you helped a team member improve their performance.
10. Describe a time when you had to support a team member through a personal challenge.
11. Tell me about a time you received constructive criticism.
12. Describe a situation where you had to prioritize tasks effectively.
13. Tell me about a time when you had to learn a new skill quickly.
14. Describe a time when your communication skills made a difference.
15. Tell me about a time you had to work with a difficult team member.
16. Describe a time when you had to advocate for a change.
17. Tell me about a time when you had to meet a tight deadline.
18. Describe a time when you had to mentor someone.
19. What software applications are you proficient in that are relevant to this role?
20. How do you ensure data accuracy when handling administrative tasks?

Questions to ask the interviewer (8)

• How does UNC Health foster innovation within its administrative teams?
• What are the biggest challenges currently facing the administrative team?
• What are the key performance indicators for success in this role?
• Can you describe the team dynamics within the administrative department?
• What opportunities for professional development does UNC Health offer?
• How does leadership support the administrative staff?
• What future initiatives are planned to improve administrative operations?
• How does UNC Health maintain work-life balance for its employees?

Study topics (8)

• Epic Scheduling and Electronic Health Records (EHR)

  Study Epic system functionalities for complex patient scheduling, check-in/out processes, insurance verification, and managing workqueues. Review HIPAA compliance for handling PHI during scheduling and patient interactions. This is essential as the role involves advanced scheduling of providers, patients, and linked appointments in a healthcare outpatient setting at UNC Health.

• HIPAA Regulations and Patient Privacy Protocols

  Learn key HIPAA guidelines for protecting PHI, obtaining patient signatures on forms like MSPQ and NPP, and secure disposal of documents. Understand compliance during patient interactions, insurance verification, and data handling. Critical for all patient-facing administrative duties to avoid legal risks in UNC Health's clinical environment.

• Complex Scheduling and Coordination Skills

  Prepare for scheduling providers, staff, facilities, patients, interpreters, and transport, including non-routine and multi-procedure coordination. Practice managing critical meetings, workshops, and events from referrals/orders. Directly matches job responsibilities requiring independent judgment and problem-solving.

• Microsoft Office Suite Proficiency (Excel, Word, Outlook, Teams)

  Master creating reports/documents in Word/Excel, email management in Outlook, and virtual coordination in Teams; review producing process flow charts and expense reports. Essential for daily tasks like inventory tracking, meeting minutes, and communication in UNC Health's office/clinic procedures.

• Insurance Verification and Revenue Cycle Management

  Study verifying demographics/insurance eligibility, scanning cards/forms, collecting copays, balancing cash drawers, and revenue compliance. Learn contacting insurers and handling pre-payments/prior balances. Key for financial accuracy and audit requirements in outpatient patient services.

• Customer Service and Conflict Resolution in Healthcare

  Review techniques for patient/visitor/staff interactions via phone, in-person, or electronic means, including responding to inquiries and de-escalating conflicts. Focus on coachability, accountability, and fiscal responsibility in customer decisions. Vital for maintaining positive experiences in a busy clinic like Wakebrook Outpatient.

• Inventory Management and Non-Routine Purchasing

  Learn expediting department purchases, maintaining supply inventory, and using judgment for non-routine orders. Understand tracking databases and workflow systems. Important for operational autonomy in supporting clinic needs at UNC Health.

• Training Others and Meeting Coordination

  Practice verbal/written training methods for staff and coordinating meetings/events including special projects. Prepare examples of independent problem-solving and attending clinic meetings. Supports greater autonomy and discretion required in this senior administrative role.