Top 20 Interview Questions & Answers for AR Caller Roles – 2025

Are you gearing up for an interview for an AR Caller position? We've got you covered with this comprehensive list of questions and answers. These will help you demonstrate your communication skills, knowledge of the healthcare industry, and ability to handle challenging payment collections.

General Questions

• 1. What interests you about working as an AR Caller?
  I am drawn to the AR Caller role because it combines my passion for healthcare and my strong communication skills. It also allows me to help patients navigate the complexities of their medical bills and ensure timely reimbursement for healthcare providers.
• 2. How do you handle difficult or upset patients?
  I always maintain a calm and professional demeanor, actively listen to their concerns, and empathize with their situation. Then, I work towards finding a solution that satisfies both the patient and the healthcare provider.
• 3. Can you describe your experience with medical coding and billing?
  I have extensive experience with medical billing and coding software and have a thorough understanding of ICD-10 and CPT codes. I also have experience with insurance claim submissions and follow-up to ensure prompt payment.
• 4. How do you prioritize your workload?
  I prioritize my workload based on urgency and importance, using a to-do list and setting deadlines for each task. I also communicate with my team to ensure we are all working towards shared goals and deadlines.
• 5. How do you handle a situation where a payment or claim is denied?
  I would first review the claim to identify any errors or missing information. If there are no errors, I would reach out to the insurance company to understand why the claim was denied and work towards finding a resolution, which may include submitting additional documentation or appealing the decision.

Behavioral Questions

• 6. Can you give an example of a time when you had to handle a difficult patient?
  In my previous role, I had a patient who was upset about being billed for a procedure that they believed was covered by their insurance. I calmly listened to their concerns, reviewed their insurance policy, and explained that the procedure was not covered. I also offered to set up a payment plan to make the cost more manageable for the patient.
• 7. Tell me about a time when you had to think outside of the box to solve a problem.
  In my previous position, the billing system crashed, and we were unable to retrieve any patient information. I quickly assessed the situation and found a workaround using another system to ensure that claims were still being submitted and processed.
• 8. Have you ever had a disagreement with a coworker? How did you handle it?
  In my previous role, I had a disagreement with a coworker regarding the priority of a task. I calmly discussed my reasoning and listened to their perspective. We ultimately found a compromise that satisfied both of our concerns.
• 9. Give an example of a time when you had to meet a tight deadline.
  In my previous role, I had to submit a high volume of claims before the end of the day to meet a monthly deadline. I prioritized and delegated tasks to my team, and we were able to meet the deadline with time to spare.
• 10. How do you handle stressful situations at work?
  I deal with stress by taking a step back and assessing the situation objectively. I also prioritize my tasks and communicate with my team to ensure we are all working together towards a resolution.

Situational Questions

• 11. How would you handle a situation where a patient claims they were overbilled?
  I would ask for details about the overbilling and review the patient's records to verify the information. If there was an error, I would work to resolve the issue and apologize for any inconvenience.
• 12. What would you do if a patient was unhappy with the level of service they received?
  I would apologize for their negative experience and actively listen to their concerns. I would then work with the appropriate team members to find a resolution and ensure that the patient is satisfied with the outcome.
• 13. How would you handle a situation where a patient is unable to pay their bill?
  I would offer them alternative options such as setting up a payment plan or connecting them with financial assistance programs. I would also provide them with resources to help them better understand their insurance coverage and potential payment options.
• 14. How would you handle a situation where there is a discrepancy between the amount the insurance company has approved and the amount the patient believes they owe?
  I would review the insurance company's explanation of benefits and compare it to the patient's understanding of their coverage. If there is an error, I would work with the insurance company to resolve the discrepancy. If there is a misunderstanding on the patient's part, I would patiently explain their coverage and any potential out-of-pocket costs.
• 15. How would you handle a situation where a patient has a complex insurance policy and is struggling to understand their coverage?
  I would take the time to thoroughly explain their policy and coverage, breaking down any technical terms into simpler language. I would also provide them with resources and contact information for their insurance company, so they can clarify any questions they may have.

Technical Questions

• 16. What is the difference between ICD-10 and CPT codes?
  ICD-10 codes are used to describe diagnoses, while CPT codes are used to describe medical procedures and services.
• 17. How do you ensure accurate coding and billing?
  I make sure to thoroughly review the patient's records, including any documentation from the healthcare provider, before submitting a claim. I also stay up-to-date on industry coding standards and guidelines.
• 18. Can you explain the claims submission process?
  The claims submission process includes gathering all necessary patient information, verifying insurance coverage, assigning the correct codes, and submitting the claim to the insurance company. If there are any denials or delays, I would follow up with the insurance company to ensure prompt payment.
• 19. Have you worked with any medical billing software? Which systems are you familiar with?
  Yes, I have experience with several medical billing software, including Epic, NextGen, and Kareo.
• 20. How do you stay updated on industry changes and updates?
  I regularly attend conferences and seminars, participate in online forums and discussions, and read industry publications to stay up-to-date with the latest changes and updates. I also have a network of colleagues that I can consult with for any questions or concerns.