Katch - interview prep

1. Tell me about yourself.

Goal: Introduce yourself and explain why you're interested in this opportunity.

Remember these 5 points:

• Finishing my final asynchronous course at the University of Oklahoma in Health and Exercise Science.

• Interested in healthcare because I've seen how healthcare experiences affect people in different ways.

• Developed communication, public speaking, teamwork, organization, and attention to detail through college, research, and leadership.

• Helped start a campus organization that continues to thrive at OU.

• Excited to help customers, learn the customer care and technology side of healthcare, and grow with Katch.

MEMORY CUE

School → Skills → Leadership → Why Katch

2. Why do you want to work for Katch, and what would you contribute?

Goal: Show that you understand the opportunity and what you bring to the team.

Remember these 4 points:

• I want to explore the customer care and technology side of healthcare, beyond hands-on patient care.

• I like the focus on customer experience and problem-solving.

• I can contribute patience, intentional care, clear communication, and attention to detail.

• I'm excited to contribute to a growing company while learning from an experienced team.

MEMORY CUE

Why healthcare tech → What I bring → Why Katch

3. Tell me about a time you faced a challenge or had to adapt.

Your example: Summer camp volunteer experience.

Remember these 4 points:

• Situation: I volunteered at a summer camp for children who had experienced difficult circumstances; I was working with high school students rather than the younger children I was used to.

• Challenge: I assumed older children would be easier to supervise, but disagreements and emotional situations made the week challenging.

• Action: Put my assumptions aside, listened without judgment, practiced patience, and adjusted my approach to each child's needs.

• Result: Interactions improved toward the end of the week, and the children became more comfortable opening up to me.

Lesson to emphasize: I learned not to assume I understand someone's needs before taking the time to listen.

MEMORY CUE

My assumption → My adjustment → Better interactions → Lesson learned

4. Tell me about a time you dealt with a difficult person or disagreement.

Your example: Dental hygiene shadowing experience.

Remember these 4 points:

• Situation: Other hygienists warned that a patient with previous negative experiences could be difficult.

• Observation: The patient appeared anxious and guarded, not necessarily angry.

• Action you observed: The traveling hygienist listened, asked genuine questions, explained procedures, and helped the patient understand why they were necessary.

• Result: The patient gradually became more comfortable and allowed the cleaning to be completed.

Lesson to emphasize: Don't judge people based on others' expectations. Understand what's behind their reaction.

Important: Be honest that you were observing the hygienist rather than directly handling the patient. This example is particularly useful if asked what you've learned about handling difficult interactions.

MEMORY CUE

Expectations → Patient anxiety → Hygienist listens → Trust improves

5. How would you handle a frustrated customer?

Goal: Explain how you would approach a real customer interaction.

Remember these 5 steps:

• Listen first: Let the customer explain what is frustrating them.

• Understand: Identify the root of the concern before jumping into an explanation.

• Adjust: Explain the claim in clear, simple language and address concerns one at a time.

• Check understanding: Ask whether the explanation makes sense and clarify anything confusing.

• Follow through: Explain the next steps and seek assistance if needed.

Lesson to emphasize: Having the right information isn't enough if the customer doesn't understand it.

MEMORY CUE

Listen → Understand → Explain → Confirm → Next steps

6. What would you do if you didn't know the answer to a customer's question?

Goal: Demonstrate honesty, resourcefulness, and accountability.

Remember these 4 points:

• I wouldn't guess or give information I couldn't verify.

• I'd be honest about what I know and what I need to confirm.

• I'd use available resources or ask a supervisor or experienced teammate.

• I'd follow company procedures to help the customer get an accurate answer and understand the next steps.

Lesson to emphasize: I don't need to know everything immediately, but I do need to take responsibility for finding the correct information.

MEMORY CUE

Be honest → Verify → Ask for help → Follow through

Tell me about a time you worked with a team to accomplish a goal.

S · Situation

• OU Health and Exercise Science research capstone.

• Worked with a team studying the effects of physical activity on depression and anxiety.

T · Task

- Work together to collect survey responses, analyze the findings, and present our research.

A · Action: What I personally contributed

• Created recruitment flyers explaining the study to potential participants.

• Helped develop the survey and questionnaire.

• Set up the format and organization of our research presentation.

• Learned to examine and interpret graphs and analytical data from our survey results.

• Helped turn the findings into graphs and explain what the results meant.

R · Result

• Helped the team communicate our research findings clearly.

• Contributed to interpreting the results and reaching our team's final conclusion.

• Developed my ability to learn new skills, collaborate, and communicate information accurately.

MEMORY CUE

Research → Flyers and survey → Data and graphs → Team conclusion

five qualities to remember throughout the interview

Empathy

I listen before making assumptions.

Communication

I explain information clearly.

Attention to detail

I pay attention and verify information.

Adaptability

I'm willing to learn and change my approach.

Accountability

I take responsibility and follow through instead of leaving someone without direction.

Questions you can ask the interviewer

• “What does success look like for someone in this position during their first 60 to 90 days?”

• “What does the training process look like for someone who is new to healthcare claims?”

• “What are some of the biggest challenges your customer care team helps customers navigate?”

• “How would you describe the team culture, especially as Katch continues to grow?”

• what distinguishes a Senior Customer Care Professional from other Customer Care Professionals

• Since Katch is continuing to grow as an organization, how can someone in this Customer Care position contribute to improvements in the team or its processes?

What are your career goals, and where do you see yourself in the next few years?

• My background: My degree is in Health and Exercise Science, which introduced me to areas such as exercise, health, and hands-on patient care.

• My mindset: I don't want to limit myself to one career path simply because of my degree.

• My goal: I want to explore different areas of healthcare and discover where my strengths and interests can make the biggest positive impact.

• Why Katch fits: This opportunity would allow me to develop customer service and communication skills while learning more about the technology and administrative side of healthcare.

MEMORY CUE

My degree → Open-mindedness → Making an impact → Growing with Katch