Ask for a real example
Invite the candidate to describe a patient communication, scheduling, billing, or records problem they handled. Listen for the steps they took, not only the result.
Test written communication
Remote work depends on clear updates. Ask for a short written handoff that explains what is complete, what is waiting, and what your team needs to decide.
Review systems and boundaries
Confirm which EMR, phone, scheduling, billing, and communication tools the candidate knows. Also clarify what they will escalate and what your practice will approve.
Use the same scorecard for every candidate
Ask each candidate the same role-specific questions and record what you heard about workflow experience, communication, system familiarity, and escalation judgment. A shared scorecard makes it easier to compare evidence instead of relying on the strongest interview impression.
Use a scenario without patient information
Give a simple hypothetical: an appointment request includes a question outside the booking rules, or a message needs a clinical response. Ask how the candidate would record the request, protect the handoff, and route it to the right practice owner. Do not use real patient information as an interview exercise.
Further reading: HHS guidance on access controls for electronic protected health information
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