You have narrowed your applicant pool through resume review (see bit.ly/0124OMStaffing), social media investigation and contacting professional references (see bit.ly/0324OMstaffing). Now, you are ready for the next step: the phone interview.
Here are my tips for conducting an effective interview to better screen your applicants.
(Also, please note: In any type of interview, it is imperative that you do not ask any questions that may be perceived as biased, including inquiries regarding race, religion, gender, family status [current or future], disability, or political views.)
Take note of first impressions
Most, if not all, of your staff members will interact with patients over the phone. These conversations can be the difference between a patient scheduling a visit or going elsewhere. Therefore, I pay close attention to the first impression a potential hire gives in the phone interview.
Do they sound happy or appreciative? Or does it seem like I’m interrupting their day? More than once, I have eliminated candidates based on the opening minutes of an interview. If they leave me feeling uncomfortable or unwelcome during a scheduled interaction, what will happen when a patient calls on a busy or stressful day?
Ask open-ended questions
I have found that open-ended questions are especially productive in phone interviews, as the candidate often feels more comfortable opening up here than in the formal in-person meeting.
Typically, I start each call by asking the interviewee to tell me about themselves. I am less concerned with their skills and work history at this point and more interested in learning who they really are. The reasoning here lies in the fact that you already know some about their work history from their resume and skills can be taught while personality, communication skills, and phone presence are innate and indispensable.
Ask follow-up questions. Actively listen. This is a great way to assess whether their personality will mesh with your office and staff. Other questions to consider include: “what is an accomplishment you are proud of,” “tell me about a time when you had to overcome a challenge,” “how would your friends and family describe you?” If the applicant has been in the medical field, optometry or otherwise, I also ask them to describe their skills and what they enjoyed or disliked about previous roles.
Talk about the position
The phone interview is a great time to paint an accurate picture of the practice and the responsibilities of the position. There is no benefit in keeping any of those details close to the vest, as pursuing an in-person interview with someone that does not actually want to do the job is a waste of time for you both. You do not have to get into the benefits discussion during this time but describing the day-to-day expectations is important.
When I am hiring for an open role in my office, I utilize this opportunity to stress that we are a close-knit team that expects each member to help when needed. I also explain the most common tasks performed in the position but mention that employees are cross-trained to some degree. For example, if hiring a technician, I would describe duties such as pre-testing patients, running diagnostic testing, performing contact lens I/R training, and stocking the exam rooms and would also mention that they may be pulled to help at the front desk or in optical sometimes according to the office needs.
How to finish the interview
When you feel you have gained as much information as you need, allow the candidate to ask questions. Doing so can help the potential employee decide whether the position is right for them and can give you insight into their priorities.
Lastly, ask the interviewee whether the position sounds like something they would like to pursue further, allowing them to politely decline if the job is not a good fit. Assuming the applicant is still interested, there are two ways I recommend ending the call. If you are confident you would like to schedule an in-person interview, plan the meeting before you hang up.
If you are unsure if you would like to move forward with this person, end by thanking them for their time and letting them know that you have other interviews and will reach back out if you would like to schedule an in-person meeting once those are completed.
Check back next issue for tips on the in-person interview! OM
