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Scheduler Interview Questions

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  1. How will you ensure that you provide an accurate appointment time to your clients and record it correctly for our records? See answer
  2. On a busy day of scheduling appointments, how do you make sure you have time to accomplish all your other daily tasks? See answer
  3. How would you describe your phone etiquette and your demeanor when talking to people face to face to schedule appointments? See answer
  4. If you had several appointments scheduled and your professional provider called in sick, how would you resolve the issue? See answer
  5. What would you do if you scheduled a patient for an appointment and provided them with the incorrect date? See answer
  6. What would you say to an irate client who insists that you got their appointment wrong?
  7. What processes do you follow to ensure you haven’t double-booked any of your patients?
  8. What would you do if a patient asked you a question and you were unsure of the answer?
  9. Describe your process for ensuring patients’ information remains confidential.
  10. Tell me about a time when your attention to detail and thoroughness helped improve the organization’s performance.
  11. What’s your process for prioritizing patients’ appointments and ensuring you complete your other tasks by their respective deadlines?
  12. How far in advance do you make reminder calls to patients with upcoming appointments?
  13. Which scheduling software are you most familiar with using?
  14. Say a physician asked you to call a patient and reschedule their appointment and the patient was upset with the schedule change. How would you handle this situation?
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6 Scheduler Interview Questions and Answers

Q:

How will you ensure that you provide an accurate appointment time to your clients and record it correctly for our records?

A:

This question tests your candidate’s ability to pay attention to detail. Accuracy in scheduling, recording and communicating the proper date and time of an appointment is vital to the health of any business. If you are scheduling appointments in the medical industry, an error could result in an injury or even a lawsuit. Your scheduler candidate should understand the importance of accuracy and demonstrate a strong affinity for detail.

What to look for in an answer:

  • Places a strong emphases on detail
  • A recognition of the importance of accuracy
  • Concern for clients and your business

Example:

“An appointment only has value when recorded and communicated properly. As a scheduler, I always double check that the time I say is the time I record.”

Q:

What would you say to an irate client who insists that you got her appointment wrong?

A:

Schedulers will always encounter a few clients who are not satisfied with their services or are frustrated about another issue. It is important that your scheduler doesn’t respond in a negatively charged manner. This question will provide insight into the conflict-resolution skills of your applicant. Experienced schedulers should be able to calm a frustrated customer without becoming caustic or defensive, showing compassion to the client without trying to place blame.

What to look for in an answer:

  • Ability to remain emotionally neutral
  • Compassionate without placing blame
  • Willingness to troubleshoot the problem

Example:

“I’d check records first. Then, regardless of who’s at fault, I would apologize for the misunderstanding and try to reschedule her appointment.”

Q:

On a busy day of scheduling appointments, how do you make sure you have time to accomplish all your other daily tasks?

A:

Schedulers do more than set appointments; they also remind patients about upcoming appointments, coordinate with professionals to ensure there are no scheduling conflicts and take care of various tasks in the office. It is important that your scheduler is organized and able to prioritize activities so that nothing important is left undone. This question will help you understand how candidates plan and prioritize their day to accomplish necessary tasks.

What to look for in an answer:

  • Ability to prioritize tasks
  • Capability of following through and completing important tasks
  • Detail-oriented organization system

Example:

“I schedule time for priority tasks. If it’s really busy, and I can’t use that time, I find creative ways to make it up.”

Q:

How would you describe your phone etiquette and your demeanor when talking to people face to face to schedule appointments?

A:

This question tests the interpersonal relationship skills of your applicant. Your scheduler will interact with many of your clients. In most cases, the scheduler will be the first and last person the client sees. To set a good impression from start to finish, you need a scheduler who has excellent customer service skills. Your scheduler will also need to demonstrate professionalism when interacting with professionals and other colleagues in your field.

What to look for in an answer:

  • Confidence in talking with people on the phone and in person
  • An upbeat and positive answer
  • Professional attitude and demeanor

Example:

“I enjoy talking with people on the phone and in person. At work, I strive to have a professional but friendly demeanor with everyone.”

Q:

If you had several appointments scheduled and your professional provider called in sick, how would you resolve the issue?

A:

Unexpected events will cause scheduling conflicts to arise from time to time. Your applicant should have strong problem-solving skills to avoid conflicts when possible or find solutions when necessary. This question will test your candidate’s problem-solving ability. Experienced scheduelrs should be able to provide a reasonable solution that pleases the clients and the company. Sometimes it is not possible to reach this end, but candidates should aim for this goal.

What to look for in an answer:

  • A desire to resolve the problem quickly
  • Understanding that conflicts will arise
  • Relative confidence that they can find a resolution

Example:

“I’ve dealt with that exact situation. I was able to transfer some clients to another provider. I rescheduled the rest for a future date.”

Q:

What would you do if you scheduled a patient for an appointment and provided them with the incorrect date?

A:

It's common for a scheduler to make small errors while quickly completing several tasks at once. Schedulers should acknowledge when they make an error, apologize for the inconvenience and work to correct it. This question is a great way to learn how honest the candidate is about mistakes they've made, the steps they take to fix the issue and their process for ensuring it won't happen again.

The candidate's answer should emphasize:

  • Honesty and professionalism
  • Actionable steps to correct mistakes
  • Clear process for preventing the same mistake from reoccurring

An answer to this question could look like this:

Example:

"If I accidentally booked a patient for an appointment and gave them the wrong date, I'd immediately apologize for the convenience. I'd provide them with the date I originally scheduled and ask if that worked for them. If they'd rather move forward with the appointment on the day I mistakenly scheduled them for, I'd look for any availability in their physician's schedule. If there wasn't, I'd schedule them with a different physician, with their permission. To prevent this from happening again, at the end of every shift, I'd double-check each appointment I made that day to ensure they're all correct."

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