TOP 10 QUESTIONS FOR INTERVIEWING HEALTHCARE EMPLOYEES

TOP 10 QUESTIONS FOR INTERVIEWING HEALTHCARE EMPLOYEES

■  How did you fill downtime at your last job?

■  Tell me about your last performance review. What was mentioned about how you could improve? Any re-occurring themes?

■  What situations kept you from fulfilling your job duties or from coming to work on time at your last job?

■  Describe a recent problem you had with one of your manager's decisions. Listen and then ask, how did you handle it?

■  Tell me about the most recent problem you had with a co-worker. Listen and then ask, how did you handle it?

■  What about your character makes you a good candidate for this job?

■  Priorities often change suddenly throughout the day. If you are asked to quickly do another task, how does that affect your mood? What if it's the third time before noon?

■  What do you feel is an acceptable amount of days to be absent in a calendar year?

■  How do you handle situations that could cause you to be tardy or absent?

■  How have you responded in the past when you found another employee was stealing?

■  How have you responded in the past when your replacement calls in sick and a substitute will take over an hour to come in?

■  24/7 operations are like relay races where you take the baton, run with it and then pass it on smoothly. How do you make seamless transitions on shift changes?

■  During the last year, when your replacement hasn’t shown up and your manager asked you to stay late, what percentage of the time have you stayed late?

■  Think about the last time your manager critiqued your work. How did you respond?

■  Give an example of when you did something without being asked. Can you give me another example?

■  Tell me about your most frustrating experience as a __________(job title). Listen and then ask, how did you handle it?

Add this page to your "Favorites" list because this list is growing.

Interview questions for: Nurses, Nurse Aids, CNAs, LPNs

Character quality: Endurance

■  If a friend were to ask you for help in deciding whether to stay or quit a job that was hard work but meaningful work, what would you tell them and why?

■  When you have a lot of work to do and not enough time or assistance to get it all done, how do you handle it?

■  How do you keep from getting burnout?

■  What about your character would help you do this job day in and day out?

■  What does endurance mean to you?

■  Would those who know you best say that you endure to the end or move on to other things?

Interview questions for: RNs, Nurse Aids, CNAs, LPNs

Character quality: Dependability

■  During the last year, when your replacement hasn’t shown up and your manager asked you to stay late, what percentage of the time have you stayed late?

■  Everybody misses work sometimes. What are some legitimate reasons to miss work?

■  Two hours before you are scheduled to arrive at work, you learn weather is going to be bad and traffic will be worse. How do you respond?

■  If your shift ends at 3 p.m. and your replacement hasn’t arrived by 3:15 p.m., what do you do?

■  The schedule shows 8, however only 5 showed up. How does that make you feel? What would you do?

■  You just discovered it’s a snow day and your kids have no school. You are scheduled to work 3–11, how would you handle this dilemma?

■  How many scheduled days did you miss during the last three months you worked?

■  It is your lunch break and you see a resident fall. What do you do?

■  What would you do if your car doesn’t start?

■  If we were to ask your previous supervisor, what would they say about your attendance and job performance?

Interview questions for: Nurses, Nurse Aids, CNAs, LPNs

Character quality: Compassion

■  How do you respond to crabby people in pain?

■  Approximately how old were you when you decided to become a nurse? Where there any defining moments that help you decide to become a nurse?

■  Would people say that you are compassionate? Your family? Why, give some specific reasons?

■  If you encountered a resident that was characteristically upset and/or difficult what would you do?

■  If a resident has just expired and their family has just arrived at the facility, how would you respond.

■  Mrs. Jones is in the facility for a fractured hip. She constantly likes attn. by putting on the call light pretending to be in pain. Everyone on the hall is ignoring her. You pass by the room and hear her crying what is your response?

■  How would you intervene with a resident who is grieving over the loss of a grandchild.

Interview questions for: Certified Nurses Aid (CNA)

Character quality: Sensitivity

■  You are late for work. You enter the building and notice a non-compliant resident who is drinking a soda but appears to have a wet him/her self. How do you respond?

■  How do you react to a sense of being overwhelmed with unfinished work ten minutes past your shift deadline when you find a new resident in need?

■  Do others like to talk with you? How do you encourage others to talk to you?

Interview questions for: RNs, Nurse Aids, CNAs, LPNs

Character quality: Cautiousness

■  Can you explain in detail how you would appropriately transfer a resident from a bed to a wheel chair?

Interview questions for: Nurses, Nurse Aids, CNAs, LPNs

Character quality: Honesty

■  What would you do if a delivery driver accidentally left double the number of an item that his company charges us a lot of money for?

■  What was the last thing you found? ... Then ask, Where?, ... What did you do with it? [Does the applicant take advantage of opportunities of the moment or do they have a heart to restore lost items to the owner?]

■  What would you do if you saw another nurse stealing from a resident?

■  A resident takes off her rings, and hands them to you in the middle of the night what would you do?

■  How do you demonstrate honesty to co-workers?

■  What do you think honesty means to an employer?

Interview questions for: RNs, Nurse Aids, CNAs, LPNs

Character quality: Punctuality

■  If we were to ask your previous supervisor, would s/he say that you never, sometimes, or frequently took off early?

■  What are some of the reasons that kept you from coming to work ... promptly?

Interview questions for: Certified Nurse Aid, CNA

Character quality: Initiative

■  Your shift ends in 10 min. and you have accomplished all your duties, how would you utilize your remaining time?

■  What do you think initiative is and how have you applied it to your job in the past?

■  Tell me of a time that you solved a problem without direct supervision.

■  How often do you think a charge nurse or DON needs to be on the unit?

Interview questions for: Nurses, Nurse Aids, CNAs, LPNs

Character quality: Deference, discretion, endurance, flexibility, respect, honor, loyalty, meekness, obedience, self-control

■  Describe a recent problem you had with one of your manager's decisions. Wait, then ask, how did you handle it?

■  After an extremely demanding day with a resident who required much attention, their family member aggressively approaches you, and accuses you of negligence and calls you nasty names. How do you handle this?

Interview questions for: CNA

Character quality: Flexibility

■  You have already begun your assignment and have then been asked by your supervisor to work in another unit.  How would you handle this?

■  How have you responded when your supervisor asked you to work a different shift to fill vacancies?

■  Priorities often change suddenly throughout the day. If you are asked to quickly do another task, how does that affect your mood? What if it's the third time before noon?

Interview questions for: Managers/employees in 24/7 operations with open tasks on shift changes (charge nurses, RNs, LPNs, CNAs)

Character quality: Alertness, Responsibility, Thoroughness

■  24/7 operations are like relay races where you take the baton, run with it and then pass it on smoothly. How do you make seamless transitions on shift changes?

Interview questions for: Administrator / Executive Director

Character quality: Leadership

■  How do you reinforce behavior you want repeated (in a non-monetary way)?

■  How do you develop untapped potential in your staff?

■  How do you build and maintain morale with your staff in a non-monetary way?

■  How do you demonstrate that you value people for who they are rather than for what they accomplish?

■  What are the primary management styles? Describe each. Which is your predominant style? How have you applied those characteristics? What successes and shortcomings have you experienced with your management style?

Interview questions for: Administrator / Executive Director

Character quality: Honesty

■  What would you do if a delivery driver accidentally left double the number of an item that his company charges us a lot of money for?

■  What was the last significant item you found? ... Then ask, Where?, ... What did you do with it? [Does the applicant take advantage of opportunities of the moment or do they have a heart to restore lost items to the owner?]

■  How do you model honesty to employees?

Interview questions for: Administrator / Executive Director

Character quality: Initiative

■  How did you fill downtime at your last job?

■  How would you define a successful Administrator?

■  Tell me about your biggest challenge and how you responded to it.

■  What are some ways you practiced initiative at your last job?

Interview questions for: Administrator / Executive Director

Character quality: Joyfulness

■  How would you go about making a visitor feel welcome?

■  What was discouraging to you in your last job?

■  How do you handle discouragement?

■  Tell me about the last time an upset family member irritated you and how did you handle it?

■  What did you enjoy the most/least about your previous position?

Interview questions for: Administrator / Executive Director

Character quality: Enthusiasm

■  Define what enthusiasm and what it means to you.

■  Identity a difficult situation in your life and how you dealt with it.

■  What did you enjoy most about your last job? Enjoy least?

■  What is the most irritating aspect of your last job?

Interview questions for: RN

Character quality: Dedication

■  What keeps you motivated?

Interview questions for: RN

Character quality: Enthusiasm

■  What is it about this job that excites you and how is that relayed to the residents that you’ll take care of?

Interview questions for: Nurses, Certified Nurses Aids, CNAs, LPNs

Character quality: Patience

■  How would you respond if you are orientating a new employee and had to show them something four times?

Interview questions for: Nurses, Nurse Aids, CNAs, LPNs

Character quality: Loyalty

■  Describe a situation where you were unhappy with something that occurred at work. How did you handle it?

Interview questions for: Charge Nurse

Character Quality: Compassion

■  How would you go about notifying the loved one of a resident that died unexpectedly?

Interview questions for: Charge Nurse

Character Quality: Endurance

■  Your job will require many duties and responsibilities, as a charge nurse. If at the beginning of your shift, you learn that your LPN co-worker has called in, although help is coming, how would you handle this situation?

Interview questions for: CNA

Character quality: Numerous

■  Describe the qualities of a good CNA?

■  Describe what a good day of care for a hospice patient would be.

■  What is your relationship with your grandparents?

■  Why did you choose this profession?

■  What qualities do you think you have that would be valuable to our facility?

Interview questions for: Cook

Character Quality: Initiative

■  You discover that nobody from the dietary department has arrived by 6 am with breakfast scheduled to be served at 7 am. What do you do?

■   If you see product getting low, what would you do?

■  As a cook, if you see an increase or decrease in customer flow, how do you respond?

■  Give an example of a time when you did something without being asked? Can you give me another example?

Interview questions for: Cook

Character quality: Dependability

■  Why do you think dependability is important for a cook?

■  What outside situations would affect your dependability on the job?

■  Everybody misses work sometimes. In your mind what are some legitimate reasons to miss work?

Interview questions for: Admissions

Character Quality: Determination

■  You have two admits come in at noon. How do you organize your day to get your work done by 3 pm?

Interview questions for: Housekeeping

Character Quality: Dependable

■  How many work days did you miss last year? What are the last 3 reasons you called in for?

Interview questions for: Housekeeping

Character Quality: Flexible

■  If you found a puddle in the main lobby as you come in, what would be your first action?

Position: Any

Character trait: Orderliness

Hiring Questions:

■  What is the difference between neatness and orderliness?

■  What problems are associated with a lack of orderliness?

■  How would you practice orderliness here?

■  What have you observed here that is lacking orderliness?

Interview questions for: Resident Services

Character Quality: Tolerance

■  You are called in the evening regularly for a disabled resident who has locked him/herself out of the apartment. How would you handle this situation?

■  How would you handle inspecting an apartment where the resident's housekeeping is poor?

Position: Any

Character quality: Dependability

■  What do you feel is an acceptable amount of days to be absent in a calendar year?

Position: Any

Character quality: Truthfulness

■  Do you speed when you drive? By how many mph? If they say, no, they're lying. If they say, 20mph or more, they're reckless and/or in too much of a hurry to be thorough.

Position: Any

Character quality: Discretion

■  Did you ever find out that a fellow employee makes more money than you do? How did you respond? If says no, say: You just found out a fellow employee makes more money than you do. What would you do? Who would you tell?

Position: Any

Character quality: Flexibility

■  If needed, would you like to work another position or would you rather not be cross-trained?

■   You are scheduled until 4:00; a cook calls off and a replacement can't be in until 5:30. Do you stay? If so, how long do you stay?

Position: Any

Character quality: Initiative

■  Give an example of a time when you did something without being asked? Can you give me another example?

■  How did you fill downtime at your last job?

Position:  Receptionist

Character quality: Joyfulness

■  How would you go about making a visitor feel welcome to the company?

■  How would you handle answering a phone caller's question with five lines ringing?

■  What is the most difficult situation you have faced with a customer and what was the

outcome? How would you handle it differently?

■  How did our receptionist greet you? Would you have done anything differently?

■  How would you handle an irate customer?

■  How would you diffuse a situation with an upset customer?

■  Give an example of how you dealt with a difficult situation/customer.

■  How do you feel about the philosophy of the customer always being right?

■  How do you respond if you know the customer is wrong?

■   How would you define a successful receptionist?

■  What was discouraging to you in your last job?

■  Describe your previous employer or supervisor .

■  In your past jobs, which one have you enjoyed the most? Why?

■  Describe an ideal receptionist in your view. How do you measure yourself against that standard?

■  What did you like best about your last job?

■  How would you define joyfulness? How do you think it would relate to this job?

■  Can you give an example of being joyful in a difficult situation?

■  What irritates you the most? How do you overcome these things?

■  How do you handle discouragement?

■  What did you enjoy the most/least about your previous position?

■  Outside of work, what do you enjoy the most?

■  Tell me about your biggest challenge and how you responded to it.

Position:  Receptionist

Character quality: Enthusiasm

■  Why have you applied for the position of receptionist?

■  How do you make strangers feel welcome?

■  Define what hospitality is and what it means to you.

■  What qualities do you feel are necessary for the position you are applying for?

■  Describe the ideal reception area.

■  What two things bring you the most joy? Why?

■  What two things do you find most frustrating? Why?

■  What would your past supervisor say about you?

■  Outside of work, what do you enjoy doing?

■  Why are you seeking this position?

■  In the next minute, explain to me why you are the best candidate for this job.

■  If you could learn to play a musical instrument, what would it be? Why?

■  How would your friends describe you? In one word?

■  Identity a difficult situation in your life and how you dealt with it.

■  What are your hobbies and outside interests? What do you enjoy most about them?

■  How would your best friend describe you?

■  When people meet you, what would they remember about you?

■  What would your last supervisor say you felt about your job?

■  What community activities do you participate in? Why?

■  Why do you think enthusiasm is an important requirement for being a receptionist?

■  Describe an enthusiastic person to me and how you display enthusiasm in your job.

■  In what ways would your previous supervisor describe your past performance and attitude?

■  What did you enjoy most about your last job? Enjoy least?

■  What is the most irritating aspect of a receptionist's job?

■  How would you respond to the following: Upset customer? Upset supplier? Upset employee?

Position:  Receptionist

Character quality:

■  When you are having a "bad day ," how does that affect your approach to your work/life?

■  What gives you the most satisfaction personally or professionally?

■  What makes your day?

■  Place the person in another room and call them on the phone.

Position:  Receptionist

Character quality: Sensitivity

■  What are three ways people express anger?

■  What would be your first response to someone visibly upset?

■  What would be your first response to a customer when he or she arrives?

Position:  Receptionist

Character quality: Gentleness

■  How would you handle a client who called in and was crying?

■  What three things most likely would make you angry from a caller?

■  How would you handle a person who has to wait for a long time for a scheduled appointment?

Position:  Receptionist

Character quality: Alertness

■  Would your former employer describe you as being alert? Why or why not?

■  How would you describe alertness?

■  Are you comfortable in a multitasking environment? Describe what you see yourself doing in performance of job responsibilities.

■  If we decide to hire you, would you be comfortable with our contacting your former employer?

■  Out of these characters, which one would you rank first and which one last?

■  Could you tell me why it is the number one and an example of how you exhibited that quality?

■  Why did you choose this one as your weakest character quality?

Position:  Receptionist

Character quality: Attentiveness

■  What does attentiveness mean to you?

■  How would your previous employer(s) (or family members) rate your attentiveness?

■  How would you handle a customer on the phone and another customer in person? Vice versa?

■  Describe a situation where you had to handle multiple interactions simultaneously. What did you do?

■  When do you find it difficult to give your full attention to an individual? How do you

overcome this?

■  How do you handle task interruptions?

■  Which of the following areas do you feel you are the strongest in: enthusiasm, attentiveness, dependability, sensitivity, alertness, or gentleness?

■  Which of the following areas do you feel you are the weakest in: enthusiasm, attentiveness, dependability, sensitivity, alertness, or gentleness?

■  If you are working on a project, what is more important - the goal of getting the job done or the steps to getting the job done?

■  How would your previous employer feel about your choices?

■  When talking with an individual, what is the most important thing about the interaction?

■  How do you go about assessing someone's Need?

Position:  Receptionist

Character quality:

■  What qualities should a receptionist have?

■  What is more important to handle internal or external interruptions?

■  How would you handle multiple demands from customers, managers, and employees?

Position:  Receptionist

Character quality: Deference

■  When have you found it necessary to be rude to a person?

■  Tell us about a time you found it necessary to offend a person to finish a task.

■  What is the most stressful experience you have had as a receptionist and how have you handled it?

Position:  Receptionist

Character quality: Discretion

■  How would you respond to an irate customer?

■  If your boss was working in his office and had asked not to be disturbed, what would you tell a caller asking for him?

Position:  Receptionist

Character quality: Gentleness

■  How would you deal with an angry customer on the phone? In person?

■  Give us an example of a difficult situation and how you handled it?

■  What type of character or character qualities would your current or previous supervisor say is your strongest and your weakest?

Position:  Receptionist

Character quality: Responsibility

■  In what ways would your past supervisor say that you have exhibited responsibility?

■  Describe an event for which your abilities were an asset to the overall completion of the event.

■  Can you describe a stressful situation in a previous job, and what you did to create a positive outcome?

Position:  Receptionist

Character quality: Alertness

■  Above all else, what character quality do you think is the most important for a receptionist?

■  How do you define alertness?

■  How would you handle an interruption from a customer with an urgent request?

■  Would your past supervisor say that you demonstrate alertness? Why?

Position:  Purchasing Agent

Character quality: Truthfulness

■  As a purchasing agent of your previous company, were you offered a gift above the policy limit? How did you handle it?

■  Have you ever made a purchase decision based on favoritism of friendship? Please explain.

■  Would those who know you best say your word can be trusted? Yes or no?

Position:  Computer Operator

Character quality: Creativity

■  Describe the most creative product you have made using desktop publishing.

■  Would your previous employer describe you as creative? Why or why not?

■  Define Creativity.

■  We need to publish a new brochure. How would you approach this task?

Position:  Case Manager

Character quality: Discernment

■  Describe your most challenging problem in dealing with a child.

■  What were the presenting problems and root causes?

■  How did you influence the family to be part of the solution?

Position:  Engineering Unit Supervisor

Character quality: Responsibility

■  Describe how you were responsible for a project.

■  Who are you responsible to and how?

■  Who are the people you interact with on a daily basis and what are their expectations?

■  What are the consequences of not fulfilling these expectations?

■  What are ways you can suggest to improve the processes and interactions to fulfill these expectations?

Position:  Driver

Character quality: Responsibility

■  Would your previous employer say that you were never, sometimes, or frequently late on your deliveries?

■  Explain your driving record in detail.

■  What does being responsible mean to you?

  

Position:  Marketing Manager

Character quality: Diligence

■  How important is it to you that you get your marketing programs released by a certain time?

■  How would others say you are at meeting deadlines and completing projects?

■  Explain a time when you went beyond the call of duty.

Position:  Billing Clerk

Character quality: Virtue

■  Describe a situation for me where it would be okay to lie.

■  How do you respond when a clerk at a store gives you too much change?

■  Would your previous employer say you are trustworthy? Why or why not?

Position:  Janitor

Character quality: Thoroughness

■  Describe to me your worst cleaning nightmare and how you resolved it.

■  If we asked you to clean this room, what would be your procedure?

■  What is the most neglected procedure in cleaning?

Questions you can use as a pattern for any character trait:

■  If you were me, which character traits would you want an employee in this position to have? If I were to ask your last employer how well do you exhibited those traits, what would they say?

■  Some recruiters have candidates review the list of 49 character traits and ask for a few of the traits they feel they are strongest in and a couple of the traits they are weakest in.

■  Describe how you practiced _________ [a trait] and the difference it made?

■  How did a lack of the practice of ________ [a trait] teach you the need to apply that trait?

■  Is the character trait of _____________ [a relevant trait] important for this position? How do you express this trait?

■  How did you express the character quality of ________ [a trait] at your last job?

A word of caution to employers

In my leadership workshops about hiring employees of character, I learned some managers ask:

You worked seven days straight. Someone calls in sick and the manager asks you to work. You have a prior commitment with your family. How do you handle this?

Personally I would say, “I'm a person of integrity. I try to be flexible and helpful for my employer but keeping commitments with the most important people in my life also is important.” Then I would turn the question onto the interviewer and require a similar response before I accept the position. So be careful about placing inappropriate burdens on job applicants and employees ... especially less educated low-wage employees! Remember God is recording everything and is an advocate for poor people.

Proverbs 22:16 He who oppresses the poor to make more for himself..., will only come to poverty.

More Hiring Tips

Don't hire on the spot.
Let applicants think about your questions and their answers on the way home.
Tell applicants to call you one or two days later.
Only hire people who are interested enough in the job to take the second step of calling back. This helps weed out people who lied and aren’t real interested in the job.

Add this page to your "Favorites" list because this list is growing.

About Ron Jasniow.skiRon Jasniow.ski is a nationally known speaker/trainer. He specializes in speaking to healthcare managers at in-house training workshops and at leadership retreats around the country on how to turn ordinary people into extraordinary employees and keep them. He also stays overnight in healthcare facilities to observe, question and listen to employees on all shifts. This leadership model consistently produces significant results for attendees within months. Because Ron’s presentations are so effective in addressing the current labor crisis in the healthcare industry, outstanding evaluations are guaranteed.