Review the evidence signals before interviewing. Then use the anchored descriptions—not instinct alone—to choose the score that best matches each answer.
01
Evaluation factor
Execution and reliability
35% weight
Check daily volume handled: patient calls, referral queues, prior authorizations, and appointment scheduling in Epic, Cerner, or Athenahealth, plus how they tracked no-show follow-ups.
Evidence to listen for
Describes a workload they owned and how they kept it from slipping
Names the tools and systems they ran day to day
Can talk about volume: tickets, inboxes, orders, uptime
Nothing quietly falls through when they are busy
Five-point scoring guide
1
Poor
Cannot describe their own workload; things slip without them noticing.
2
Needs Improvement
Handles routine volume; drops work under pressure.
3
Satisfactory
Reliable on steady-state work; struggles when volume spikes.
4
Very Good
Consistently reliable at real volume with a system for staying on top.
5
Excellent
Cites concrete throughput such as 60 patient contacts daily, referral turnaround under 48 hours, and clean documentation in the EHR.
02
Evaluation factor
Improving the process
25% weight
Probe fixes they made to intake templates, referral tracking spreadsheets, or reminder workflows, and whether no-show rates or authorization denials measurably dropped afterwards.
Evidence to listen for
Has changed a process rather than only following one
Can name what was slow or error-prone and what they did about it
Documents so the improvement survives them
Knows when a process is worth automating and when it is not
Five-point scoring guide
1
Poor
Follows instructions only; no sense that process can change.
2
Needs Improvement
Notices problems but escalates rather than solving.
3
Satisfactory
Makes small improvements; impact is local and undocumented.
4
Very Good
Has redesigned a real process with measurable effect.
5
Excellent
Describes a workflow change they built themselves, with before and after numbers on denials, wait times, or missed appointments.
03
Evaluation factor
Judgement and autonomy
25% weight
Assess how they triage when a patient reports worsening symptoms, insurance denies coverage, or a provider is unreachable; look for escalation lines and scope limits.
Evidence to listen for
Knows what to decide alone and what to escalate
Handles an exception without freezing or improvising recklessly
Protects confidentiality and access appropriately
Asks a clarifying question rather than guessing on something costly
Five-point scoring guide
1
Poor
Either escalates everything or acts recklessly on their own.
2
Needs Improvement
Needs frequent direction; uneasy with exceptions.
3
Satisfactory
Sound judgement on familiar decisions.
4
Very Good
Clear sense of their own authority; handles exceptions well.
5
Excellent
Draws a clear line between coordination and clinical advice, escalates to the nurse or provider promptly, and documents every handoff.
04
Evaluation factor
Communication
15% weight
Judge phone and written manner with anxious patients, plus HIPAA discipline on a home setup: private workspace, secure messaging, no PHI in personal email or texts.
Evidence to listen for
Writes clearly enough that people act without a follow-up
Manages expectations before a deadline slips, not after
Handles a frustrated colleague or customer calmly
Works across time zones or async where the role needs it
Five-point scoring guide
1
Poor
Unclear written communication; goes quiet when things slip.
2
Needs Improvement
Communication needs chasing; raises problems late.
3
Satisfactory
Clear enough day to day; proactive updates are inconsistent.
4
Very Good
Clear, proactive, and calm under pressure.
5
Excellent
Explains benefits and next steps in plain language, confirms understanding, and names concrete safeguards protecting PHI while working remotely.
Put this rubric to work
Score every candidate against the same standard
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