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Billing Specialist Interview Questions

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  1. Can you tell me about the kinds of transactions that take place in a typical billing process? See answer
  2. What is your experience with spreadsheet programs like Microsoft Excel? Have you worked with other billing software? See answer
  3. Have you had to deal with a hostile customer in trying to collect payments? Tell me about how you handled it. See answer
  4. What steps do you take in resolving a billing discrepancy with a customer? See answer
  5. Has a company you worked for been audited? What was your role and how did you prepare? See answer
  6. Imagine a customer’s invoice is due, and they have not yet paid it. What would you do?
  7. How long have you managed billing and coding?
  8. Are you familiar with ICD and CPT?
  9. How many invoices do you think you typically handle in a day?
  10. How important do you think customer service is for a billing specialist?
  11. What’s your process for reducing errors and mistakes in your work?
  12. Do you speak any other languages?
  13. Do you hold any billing specialist certifications? Would you be willing to obtain one?
  14. Tell me about a time you had to deny a claim.
  15. What do you think are the most important skills for a billing specialist to have?
  16. How do you keep all your documents organized?
  17. Describe your data analysis skills.
  18. Are you comfortable working with others, or do you prefer to work independently?
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6 Billing Specialist Interview Questions and Answers

Q:

Can you tell me about the kinds of transactions that take place in a typical billing process?

A:

You’ll want to understand your candidate’s experience level with tasks they’ll be expected to handle as a billing specialist in basic accounting, such as the ability to classify, compute, post, verify or record data. They should be able to describe this process and give you a basic explanation of each stage in a typical billing cycle. You may want to evaluate the amount of experience your candidates have in each of these areas as well.

  • Ability to compute and record data
  • Experience with each stage of the billing process
  • General comprehension of billing terms
Example:

"The billing process starts with classification and computation. Posting, verifying and recording billing data round out a typical billing cycle. I have experience in all of these areas."

Q:

What is your experience with spreadsheet programs like Microsoft Excel? Have you worked with other billing software?

A:

If you use Microsoft Excel as many businesses do, you’ll want to ensure that your candidate has extensive experience with formulas, worksheets and other tools within this program. In addition, you’ll want to see if your potential billing specialist has worked with your particular accounting package. This may include Quick Books, Microsoft Dynamics, or even a proprietary system. Consider your candidate’s interest level in learning a new system if needed as well.

  • Experience with your current billing system
  • Flexability in learning a new or company-specific system
  • Understanding of Microsoft Excel spreadsheets
Example:

“I have extensive experience with Microsoft Excel as well as some experience with other billing software systems. I am open to learning about new software.”

Q:

Have you had to deal with a hostile customer in trying to collect payments? Tell me about how you handled it.

A:

Billing specialists may be the first line of collections for a company. If your specialist will need to handle some collection issues, you’ll want your candidate to be confident and firm yet able to diffuse a hostile situation. Listen for examples of both these qualities as your interviewee describes an actual experience. If they have not been in that situation before, ask how they would handle it.

  • Holds a firm and confident attitude
  • Focus on diffusing the situation with a potentially hostile customer
  • Adherence to company escalation policy
Example:

“I was able to de-escalate a situation with one hostile customer and then provide some workable solutions for them, even helping to arrange for future payments to be made.”

Q:

What steps do you take in resolving a billing discrepancy with a customer?

A:

You’ll want a billing specialist who is detailed-oriented and can catch, research and resolve billing discrepancies. If your specialists will have direct customer contact, you’ll want them to have good customer relationship skills. Ask for a real-life example, and listen to how your candidates went about resolving the situation, both from a data standpoint and from a relationship standpoint.

  • Tactful approach with customers
  • Experience with finding and resolving billing discrepencies
  • Willingness to document the situation in detail
Example:

“Billing discrepancies can be tricky but should be resolved completely and honestly. In the past, I’ve made it a point to be transparent with customers and document the error clearly.”

Q:

Has a company you worked for been audited? What was your role and how did you prepare?

A:

Since billing specialists have front-line duties when it comes to invoices and collecting bill payments, there may be a need to involve them if your company is audited. Assess your candidate’s experience with the auditing process and whether or not they take proactive steps in their daily work to prepare for a potential one. Even if they haven’t been audited in the past, they should have some general knowledge of the process.

  • Knowledge of auditing requirements and process
  • Proactive attitude in audit preparation
  • Experience with audits in the past
Example:

“I understand the general process of an audit and have provided and prepared documentation in a past audit.”

Q:

Imagine a customer's invoice is due, and they have not yet paid it. What would you do?

A:

Part of a billing specialist's job is often to collect payment from customers. Sometimes customers may not pay their invoices on time. Having a billing specialist on staff who's able to manage not just the administrative tasks associated with billing but also handle customers is vital. The answer you get from the candidate should provide a clear explanation of how they would collect payment from the customers. A great answer should include:

  • The importance of building customer relationships
  • The value of collecting every invoice
  • Steps for how the candidate would follow up with the customer
A great candidate answer might reflect this example:
Example:

"I have been in situations in the past where customers have ignored written payment reminders and requests after the invoice's due date passed. In these cases, I find the best way to solve the problem is to call the customer and try to engage with them in a positive manner. I try to find out why they haven't yet paid and offer them options, like payment plans, to help them budget for the expense. I know how important it is to collect every invoice for the company. Sometimes engaging with the customer doesn't work, so in those cases, I try to reach them by phone at least three times before passing the information on to the debt collection department."

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