Employee Value Proposition

Anthem Job Position

Member services representative at Wixom earning 918 dollars a week. The job vacancy requires the integration of personal talent and company vision. This will help provide care to members, offer great value to customers, and greater health for the community. The job description categorizes the position as full-time. The position has also been adjusted based on the current issue on the Covid pandemic and will require the selected candidate to work remotely from home. However, there is the expectation that the candidate will return regularly for an in-office work environment for team meetings or engagement activities (Anthem, 2021). The candidate will be reporting to the manager of the member services. The general summary of duties and responsibility include Answer inquiries about benefits, eligibility, claims, and certification from subscribers and providers. Ensure client satisfaction and a favorable public image for the company. Incoming subscriber and provider calls/inquiries are screened, and data is collected to start cases (Anthem, 2021). Inpatient and alternate levels of care benefit and policy information should be quoted accurately. Handle intricate inquiries, educate providers/subscribers about the certification process, and, if required, resolve discrepancies and procedural issues. Perform all data input for case start and update and enter data for non-participating providers into the system: special projects and additional responsibilities as needed.

Situational interview

The covid pandemic has caused a shift in business operation towards digitalization. Policies implemented by the government have made companies implement telecommuting to ensure compliance and a focus on the health and safety aspect of the code of conduct. I would like you to tell me how you would build up your team to foment good communication and implement deadlines using virtual communication only.

Question 2

The company culture is focused on customer satisfaction. According to the job description, your main role is to ensure that customers are treated well to ensure better retention. However, customers react differently and can damage the reputation of a company. Therefore, how would you react and respond to an angry client who is upset about something or dissatisfaction arising from the action of another employee (when the fault is not yours)?

 Behavioral interview questions

The unpredictability of the business environment causes employees to face various challenges that they did not plan for or expect. There are also instances of business transformation process leading to unintended consequences. These challenges are common, and I believe you have experienced a challenging situation at the workplace. Therefore, tell me about a time when you handled a challenging situation.

Change is inevitable. Our company has embraced change and is always looking for ways to improve service provision. Therefore, we are always looking for new technologies and evidence-based practices to implement in service provision. The company has gained a competitive advantage in the industry, improved customer satisfaction, better employee and customer retention, and sustainability. One of the main challenges that we face during the transformation process is the acceptance rate from stakeholders. With the current issue of covid, we are planning to conduct several changes that will impact employees. Therefore, tell me about a time when you had to be flexible and adaptable.

A structured interview is used to assess job-related competence. In a situational interview, a candidate is asked a question on specific questions that they have faced. The interview helps the team learn more about a candidate's analytical and problem-solving skills when handling problems with minimal preparation or within short notice (Hartwell, Johnson & Posthuma, 2019). The interview process involves the use of hypothetical questions. On the other hand, behavioral interviews focus on candidates' past experiences. The interview process entails asking a candidate to provide specific examples of how they handled a situation. Therefore, behavioral focus on past experience situations. The approach is important in learning about soft skills possessed by an individual. However, it is also important to focus on technical skills and experience. The position being advertised is critical since it impacts consumer satisfaction which is a key element in the business function. Therefore, the evaluation helps in determining whether a candidate is right for the job (Yamada, Hiraoka & Takemura, 2021). The assessment should involve the use of an evaluation sheet that identifies what an employer is looking for. Technical assessment is critical in interviews, and the sheet can be used to compare candidates. Technical skills are important since they indicate if a candidate has the necessary skills to conduct duties effectively. An example of technical skills is technical writing, project management, and data analysis. Technical writing is critical in idea presentation and communication of formal information. Communication is important for any organization, and the managerial function involves communicating instructions. With better technical writing skills, a candidate can have a better possibility of success. On the other hand, project management involves having great leadership, communication, time management, risk management, negotiation skis, and problem-solving skills. Lastly is data analytics, where a manager should review data and identify problems, opportunities, and areas of improvement. The ability to use data can also help in achieving customer satisfaction. The data gather should indicate how consumers are reacting towards service provision. Focusing on technical skills in an interview is important since an employer can get an overview of expected production.

Education and experience is also another key component involved in the assessment. The company can evaluate a candidate based on the job description provided. Education will indicate whether a candidate has knowledge in a particular field that the company wants to venture into. The education level is highlighted in the job description. Studies indicate that the higher the education level, the more the skills that an individual possesses. The job description indicates that a bachelor's degree in Social Work, Psychology, or equivalent in a related health care field is required. Employees having prior expertise in a related field provide some immediate advantages. They usually have a basic grasp of what your company does and may possess a range of relevant, transferable talents that enable them to begin contributing sooner than a new employee who requires extensive training (Warrick, 2017). Even a recruit with expertise in another sector may contribute established soft skills like working in groups, meeting professional workplace standards, and problem-solving. Therefore, hiring a person with experience in a relevant field will help reduce the cost of operation. Hiring an inexperienced person means that the company will have to incur more on training programs. Inexperienced workers have their own set of disadvantages. It might take time to acclimate to acceptable behavior patterns whether they're fresh out of college or haven't worked in a professional setting previously. Similarly, developing a sense of comfort and belonging takes time - something that many successful, experienced workers have already accomplished. Another important factor to consider is training, which is more of a short-term issue than a long-term one. Inexperienced employees will require some time to become familiar with their specific responsibilities, but this isn't an issue for competent workers, whether they're fresh out of college or have years of expertise.