The following set of questions are meant to help you determine
whether a job candidate will be sensitive to the cultural and
linguistic needs of your patient population. By integrating some
or all of these questions into your interview process, you will
be more likely to hire staff that will help you create an
office/clinic atmosphere of openness, affirmation, and trust
between patients and staff. Remember that bias and
discrimination can be obvious and flagrant or small and subtle.
Hiring practices should reflect this understanding.
Q. What experience do you have in working with people of
diverse backgrounds, cultures and ethnicities? The experiences
can be in or out of a health care environment.
The interviewee should demonstrate understanding and willingness
to serve diverse communities. Any experience, whether
professional or volunteer, is valuable.
Q: Please share any particular challenges or successes you
have experienced in working with people from diverse
backgrounds.
You will want to get a sense that the interviewee has an
appreciation for working with people from diverse backgrounds and
understands the accompanying complexities and needs in an office
setting.
Q. In the health care field we come across patients of
different ages, language preference, sexual orientation,
religions, cultures, genders, and immigration status, etc. all
with different needs. What skills from your past customer
service or community/healthcare work do you think are relevant to
this job?
This question should allow a better understanding of the
interviewees approach to customer service across the spectrum of
diversity, their previous experience, and if their skills are
transferable to the position in question. Look for examples that
demonstrate an understanding of varying needs. Answers should
demonstrate listening and clear communication skills.
Q. What would you do to make all patients feel respected? For
example, some Medicaid or Medicare recipients may be concerned
about receiving substandard care because they lack private
insurance.
The answer should demonstrate an understanding of the behaviors
that facilitate respect and the type of prejudices and bias that
can result in substandard service and care.