Behavioral Interview Questions
Progressive
At Progressive, culture, core values, and commitment to diversity and inclusion redefine everything you
might think about corporate environments. We're a Fortune 100 company with forward-thinking
approaches, state-of-the-art technology, and endless opportunities to risk, learn and grow. Please tell us
why you're interested in joining the Progressive team, and briefly describe your work history, including
reasons for leaving each position." - correct answer I want to work for Progressive because this company
has a true reputation of one that always delivers, improves, and looks to employ the absolute best talent
available. So, with working for progressive I will get to put my skills and qualities to great use while
learning and developing in this role!
"Of all the positions you worked in the last 5 years, what position did you like most and why? What
position did you like least and why?" - correct answer I would say the position I liked most would be my
position as an Emergency Room Registrar on the Patient Access team. I liked that position the most
because it was very challenging but rewarding at the same time. I was able to help and connect with
people on what was quite often the worst days of their lives. The environment was very fast paced and
there was always something to be doing. It was a great fit for me since I thrive in a goal oriented
environment where there is a steady stream of work to be done. The position I liked the least would be
by job as a clinic PSR. I would say the reason I liked this position the least is because it didn't really
challenge me. The work really never changed and every day was almost the same. There was also no real
metrics or goals to meet but we did get a spreadsheet quarterly that showed how many calls we took
and completed, and I was always the top producer there.
"Describe a time when you solved a problem for someone in a way that exceeded their expectations.
Please describe the situation, how you responded, and the results. How did you know what would
exceed their expectations?" - correct answer When I worked at the credit union, I had a member that
came in at the beginning of the month to open a new high interest bearing account. He wanted to
transfer money from his out of town financial institution, and they told him that it would take atleast a
week to get his cashiers check via mail, which he was very frustrated about, because he would miss out
on at-least a weeks worth of dividends. I had to use my quick thinking skills to get his money to us
quickly so that he would earn interest on his money right away! I informed the customer about a wire
transfer and walked him through the process of initiating it with his other bank and told him that we
should have the money in one to two hours today and he would be able to earn interest right away. I
took over the wire process for him via telephone and we had his money to us in about 45 minutes. His
expectations were exceeded by getting his money in the high interest account right away and learning
about a new service he could take advantage of. He wrote a thank you card to the branch, highlighting
how I literally saved him time and money. I received employee of the month that same month.
, "Tell me about a time when you struggled with or were overwhelmed by a new or difficult challenge at
work or school. Please describe the situation, your actions, and the results. How were you able to remain
accountable for your work during that stressful time?" - correct answer This time would have to be when
I worked at the children's orthopedic clinic. My team was just tasked with completing all referrals for the
clinic in addition to my regular duties which included answering 75-80 phone calls per day while
scheduling and rescheduling appointments. This new task would mean I would have to place our
outbound calls to schedule more patients in between answering the calls I was already receiving and
scheduling those patients. The first 30 days of this new change was a struggle. I spoke to my manager
about how challenging this 30 days has been for my 3 person team for doing inbound and outbound calls
at the same time, which has impacted the patient experience. She agreed and accepted my plan I came
up with of scheduling each team member 1 hour off the phones and during that time one member of
team just placing outbound calls to schedule those referrals for one whole dedicated hour per team
mate. This ended up making a huge difference. After the first 30 days we started doing referrals, we were
behind 150 referrals. At the 60 day mark with my new plan implemented, we had 0 referrals left over at
the end of each work day and were able to keep up with incoming referrals. My plan became
permanently implemented.
"Tell us about a time you received difficult or constructive feedback from a supervisor or educator.
Describe the situation, how you responded, and the results. What did you do with the feedback?" -
correct answer When I worked in the ER at OU Medicine, I had a sit down with my manger about my
upfront collections. I was meeting my collections goal every month, but there were some accounts that I
was not able to get upfront copays on that she felt that I could in the future if I was a little more precise
in my conversation when asking for payment. She felt that I could easily exceed my goal if I were to make
this change, and I agreed. From there, I thought a lot about what my manger told me and it helped me
formulate what I was going to say before entering the room and having the conversation with the
responsible party about the payment. I made up my mind that I would be more direct and instead of
asking "Are you able to pay this today?" I'd switch it to "How are you making this payment today, cash or
card?" & sometimes when they told me they couldn't afford it, I'd ask if they could put a smaller amount
towards it, even if it was only 10% of what was due. With this new approach I was able to collect more
money upfront, helping to drive up revenue for my department. That next month I exceeded my goal by
collecting just over $22,000 and was able to attend an MVP luncheon with the CEO & other company
leaders for my hard work and flexibility.
"Tell me about a time you did something wrong and how you fixed it." - correct answer I was really
swamped one day in the ER. I had stepped in the office briefly to grab a clip board for a patients family I
was working with and the office phone rang, it was a nurse from the ER and she was telling me that a
patient needed to be registered as quickly as possible so that they could be discharged. She gave me the
room # and I told her that I would come and register that patient as quickly as possible. Well I totally
forgot to register the patient. I went back to work who I was already working with and the other patient
really slipped my mind for about 10 minutes or so. When I went back to register them after I
remembered, they were gone! I had absolutely no information and couldn't register them appropriately,
Progressive
At Progressive, culture, core values, and commitment to diversity and inclusion redefine everything you
might think about corporate environments. We're a Fortune 100 company with forward-thinking
approaches, state-of-the-art technology, and endless opportunities to risk, learn and grow. Please tell us
why you're interested in joining the Progressive team, and briefly describe your work history, including
reasons for leaving each position." - correct answer I want to work for Progressive because this company
has a true reputation of one that always delivers, improves, and looks to employ the absolute best talent
available. So, with working for progressive I will get to put my skills and qualities to great use while
learning and developing in this role!
"Of all the positions you worked in the last 5 years, what position did you like most and why? What
position did you like least and why?" - correct answer I would say the position I liked most would be my
position as an Emergency Room Registrar on the Patient Access team. I liked that position the most
because it was very challenging but rewarding at the same time. I was able to help and connect with
people on what was quite often the worst days of their lives. The environment was very fast paced and
there was always something to be doing. It was a great fit for me since I thrive in a goal oriented
environment where there is a steady stream of work to be done. The position I liked the least would be
by job as a clinic PSR. I would say the reason I liked this position the least is because it didn't really
challenge me. The work really never changed and every day was almost the same. There was also no real
metrics or goals to meet but we did get a spreadsheet quarterly that showed how many calls we took
and completed, and I was always the top producer there.
"Describe a time when you solved a problem for someone in a way that exceeded their expectations.
Please describe the situation, how you responded, and the results. How did you know what would
exceed their expectations?" - correct answer When I worked at the credit union, I had a member that
came in at the beginning of the month to open a new high interest bearing account. He wanted to
transfer money from his out of town financial institution, and they told him that it would take atleast a
week to get his cashiers check via mail, which he was very frustrated about, because he would miss out
on at-least a weeks worth of dividends. I had to use my quick thinking skills to get his money to us
quickly so that he would earn interest on his money right away! I informed the customer about a wire
transfer and walked him through the process of initiating it with his other bank and told him that we
should have the money in one to two hours today and he would be able to earn interest right away. I
took over the wire process for him via telephone and we had his money to us in about 45 minutes. His
expectations were exceeded by getting his money in the high interest account right away and learning
about a new service he could take advantage of. He wrote a thank you card to the branch, highlighting
how I literally saved him time and money. I received employee of the month that same month.
, "Tell me about a time when you struggled with or were overwhelmed by a new or difficult challenge at
work or school. Please describe the situation, your actions, and the results. How were you able to remain
accountable for your work during that stressful time?" - correct answer This time would have to be when
I worked at the children's orthopedic clinic. My team was just tasked with completing all referrals for the
clinic in addition to my regular duties which included answering 75-80 phone calls per day while
scheduling and rescheduling appointments. This new task would mean I would have to place our
outbound calls to schedule more patients in between answering the calls I was already receiving and
scheduling those patients. The first 30 days of this new change was a struggle. I spoke to my manager
about how challenging this 30 days has been for my 3 person team for doing inbound and outbound calls
at the same time, which has impacted the patient experience. She agreed and accepted my plan I came
up with of scheduling each team member 1 hour off the phones and during that time one member of
team just placing outbound calls to schedule those referrals for one whole dedicated hour per team
mate. This ended up making a huge difference. After the first 30 days we started doing referrals, we were
behind 150 referrals. At the 60 day mark with my new plan implemented, we had 0 referrals left over at
the end of each work day and were able to keep up with incoming referrals. My plan became
permanently implemented.
"Tell us about a time you received difficult or constructive feedback from a supervisor or educator.
Describe the situation, how you responded, and the results. What did you do with the feedback?" -
correct answer When I worked in the ER at OU Medicine, I had a sit down with my manger about my
upfront collections. I was meeting my collections goal every month, but there were some accounts that I
was not able to get upfront copays on that she felt that I could in the future if I was a little more precise
in my conversation when asking for payment. She felt that I could easily exceed my goal if I were to make
this change, and I agreed. From there, I thought a lot about what my manger told me and it helped me
formulate what I was going to say before entering the room and having the conversation with the
responsible party about the payment. I made up my mind that I would be more direct and instead of
asking "Are you able to pay this today?" I'd switch it to "How are you making this payment today, cash or
card?" & sometimes when they told me they couldn't afford it, I'd ask if they could put a smaller amount
towards it, even if it was only 10% of what was due. With this new approach I was able to collect more
money upfront, helping to drive up revenue for my department. That next month I exceeded my goal by
collecting just over $22,000 and was able to attend an MVP luncheon with the CEO & other company
leaders for my hard work and flexibility.
"Tell me about a time you did something wrong and how you fixed it." - correct answer I was really
swamped one day in the ER. I had stepped in the office briefly to grab a clip board for a patients family I
was working with and the office phone rang, it was a nurse from the ER and she was telling me that a
patient needed to be registered as quickly as possible so that they could be discharged. She gave me the
room # and I told her that I would come and register that patient as quickly as possible. Well I totally
forgot to register the patient. I went back to work who I was already working with and the other patient
really slipped my mind for about 10 minutes or so. When I went back to register them after I
remembered, they were gone! I had absolutely no information and couldn't register them appropriately,
