Pharmacy Technician
A claim is rejected because it needs prior authorization. What do you do next, and how do you explain it to the patient?
What the interviewer is looking for
- This question tests insurance & billing. Explains common claim rejections, prior authorizations and coupons, and clearly explains options to patients.
- Strong answers: Notifies the prescriber, explains in plain language, discusses timing, cash price or alternatives and coupons, and follows up.
- Likely follow-up: What other common rejections have you resolved?
Another way it may be asked: The insurance won't pay until the doctor gets approval. How do you move it forward and what do you tell the patient?
A structure to follow: Answer, explain, example, limits
- Step 1
Answer
Give your direct answer in the first sentence so the interviewer knows where you are going.
- Step 2
Explain
Say how it works or why you would do it that way, in plain words before jargon.
- Step 3
Example
Anchor it in something you have actually done or seen, with the detail that shows hands-on experience.
- Step 4
Limits
Say when your approach would not be the right one. It shows judgement.
This is guidance on shape, not a script. Use your own real experience and facts; never invent details to fill a gap. See the STAR guide and answer frameworks.
Common slips
- Reciting a definition without showing you have applied it.
- Using terms you cannot explain if asked a level deeper.
- Claiming experience beyond what you can discuss in detail.
How to practise it
Say the answer in 90 seconds, then answer the follow-up as if it were a new question.
Related questions
- Two drugs on the shelf have very similar names and packaging. How do you make sure you pick the right one?
- A prescription says one teaspoon twice a day for ten days. How many milliliters would you dispense?
- A customer is angry that their prescription isn't ready. What do you say and do?
- Walk me through how you enter a new prescription and what you check before it goes to the pharmacist.
- How do you handle expiring stock, drug shortages, and keeping fast moving items from running out?