Highmark Health Customer Support Representative Interview Questions
& Process

I applied online and heard back a few days later to do an online behavioral assessment, which took about 30 minutes where I had to agree or disagree with statements about my personality. The next day, I got another email for a 45-minute assessment testing typing speed, logic, and customer service skills. The day after that, I was told to go to their website to schedule a 1:1 interview at their headquarters. The interview itself was the next week in their cafeteria, lasting about 45 minutes. A manager from another department reviewed my resume, asked 4 STEM questions like "Tell me a time when you dealt with a customer who was wrong", and then extensively explained the role. I also had to read a phone script aloud. The interview could have been 30 minutes, but with my questions, it ran an extra 20-25 minutes. Two weeks later, they called with a job offer and then emailed the details for me to agree to. I had 5 business days to submit a drug test. After that, there was a very thorough background check covering employment, education, and credit history, which took about a week because one of my references was hard to reach. Once the drug test was submitted and the background check was complete, I was informed within a day that I got the job. Training started two weeks after that.

The hiring process was pretty simple. I applied online and after a few days, got an email saying I was moving on to the initial assessment. This part had some questions, mostly about behavior, and took about 10 minutes. The next morning, I got another email to do a more in-depth assessment that took around 2 hours. It had timed tasks, so make sure you have a solid 2 hours free, no interruptions, because you can't pause it. It included a typing test and some practice customer calls. If you pass that, you'll get an email in a day or two to set up an in-person interview. The interview itself was about 45 minutes and all behavioral questions using the STAR method. The interviewer was friendly and explained the job well. I haven't heard back yet and wasn't asked for a background check during the process, so I'm not too optimistic about getting a callback.

The process starts with an assessment test, given in a classroom setting with at least ten other people. This assessment includes personality questions, a typing test, and a skills test, lasting about an hour. After finishing, the administrator will input your name to see if you passed. If you pass, an interview will be scheduled. If they decide to move forward with you, you should expect a call within two weeks. If you aren't offered the position, you'll get an email stating that. Good luck!