Kaiser Permanente Customer Support Representative Interview Questions
& Process
Real candidates share what happened, how many rounds they had,
and how the experience turned out.
Based on 67 interview experiences · FREE TO READ
Candidate interview experiences
First-hand accounts from people who interviewed at Kaiser Permanente.
Kaiser Permanente
Customer Service Representative
Entry Average Neutral experience Decline offer 3 rounds
Interview process
Recruiter call Phone screen Onsite
Interview formats
Behavioral Case Other
They'll start with some customer service scenario questions, asking you how you'd handle situations like a frustrated patient or explaining healthcare plans. There might be role-play scenarios to see how you handle customer questions, objections, or challenges on the spot. They'll also ask about your job-specific skills, like if you know any healthcare systems, terms, or insurance plans. And, of course, some behavioral questions about your past work experience, like how you prioritize tasks with many inquiries or a time you had to adapt to new rules.
Confirmed questions2 questions
- If a customer calls, upset because their claim was denied and they think it's a mistake, how would you handle it to make sure they feel heard, explain the denial details, and outline any next steps?
- Imagine a customer calls in frustrated because their claim was denied. They believe the denial was a mistake, and they are very upset. How would you handle the situation, ensuring the customer feels heard, while also explaining the details of the claim denial and any next steps they can take?
Kaiser Permanente
Customer Service Representative
Entry Average Positive experience Accept offer 2 rounds
Interview process
Recruiter call Onsite
Interview formats
Behavioral Technical
It was a pretty simple interview. First, I got a phone call where they asked me some basic questions using the STAR method. After I passed that initial screening, they invited me to their main office in Duluth for another interview. The whole thing took about an hour, and the questions were situational, also using STAR format. The entire process spanned about two weeks.
Confirmed questions1 question
- Can you describe a situation where you had to handle a challenging customer and explain your approach?
Kaiser Permanente
Customer Service Representative
Entry Average Neutral experience Accept offer 5 rounds
Interview process
Recruiter call Take home Technical screen Background check Offer
Interview formats
Behavioral Technical
Applied on 9.18.21, got an assessment on 9.23.21, then a virtual interview on 10.5.21. Received a contingent offer letter on 10.12.21. Passed background, drug test, and health screening on 10.28.21. Finally got the final offer letter and start date on 11.4.21. The virtual interview wasn't tricky, but the waiting in between was tough.
Confirmed questions4 questions
- Why do you want to work for Kaiser?
- What information do you have about Kaiser?
- Can you describe an instance where you exceeded expectations?
Kaiser Permanente Customer Support Representative Interview Questions
Quoted word for word from Kaiser Permanente interview reports.
“How would you handle a situation where an employee returns late from their lunch break?”
Read reports →“In your opinion, what does it mean to take ownership of a customer's call?”
Read reports →“What would you do if it's time for your break and you're stuck on a call?”
Read reports →“If a customer calls, upset because their claim was denied and they think it's a mistake, how would you handle it to make sure they feel heard, explain the denial details, and outline any next steps?”
Read reports →“Imagine a customer calls in frustrated because their claim was denied. They believe the denial was a mistake, and they are very upset. How would you handle the situation, ensuring the customer feels heard, while also explaining the details of the claim denial and any next steps they can take?”
Read report →“What would you do if you were unable to find the answer to a customer's question?”
Read report →“Can you share an instance where your customer service fell short of your expectations?”
Read report →“Can you share an experience where someone went above and beyond to help you?”
Read report →“Tell me about a time you had to inform a customer about a change they didn't grasp, leading to their anger.”
Read report →Formats, difficulty and experience
Across all 67 Kaiser Permanente interview reports.