Podcast
Questions and Answers
Why do you want to work at Progressive?
Why do you want to work at Progressive?
I am looking for a career with growth opportunities and would like to be part of a culture that values employees and customers equally.
Name a time you had to deliver bad news to a customer and what was the result?
Name a time you had to deliver bad news to a customer and what was the result?
I informed a patient that her coverage request was denied, but provided her with a list of covered alternatives, which de-escalated the situation.
What is an example of unethical behavior in the workplace?
What is an example of unethical behavior in the workplace?
Using mobile phones for non-work-related activities despite clear policy prohibitions.
What is the most complex part of your job and how do you handle it on a daily basis?
What is the most complex part of your job and how do you handle it on a daily basis?
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Explain a time where a customer was angry and what did you do to fix the situation?
Explain a time where a customer was angry and what did you do to fix the situation?
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Explain a time you went through a drastic change at work and how did you handle it?
Explain a time you went through a drastic change at work and how did you handle it?
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Name a time you made a bad decision and what did you do to fix it?
Name a time you made a bad decision and what did you do to fix it?
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Study Notes
Working at Progressive
- Seeking a career with growth opportunities; appreciation for company culture that values employee care as much as customer service.
- Positive employee reviews on platforms like Indeed and Glassdoor highlight diversity, advancement potential, and overall satisfaction.
Delivering Bad News to a Customer
- Encountered a denied coverage determination for a patient's diabetic medication while managing member callbacks.
- After explaining the denial, provided a list of covered alternatives, resulting in de-escalation of the patient’s initial upset.
Addressing Unethical Behavior
- Cell phone usage is restricted to music only in the current department, with strict enforcement to avoid further penalties.
- Reported a coworker engaged in prohibited phone activity to management to protect department privileges and prevent jeopardizing supervisors' compliance with HIPAA laws.
Handling Job Complexity
- Current definition missing; to be elaborated on based on personal experiences with complex tasks at work.
Managing an Angry Customer
- Resolved an angry member’s issue stemming from rejected pharmacy claims, clarifying that early refill attempts caused the rejections.
- Arranged a vacation supply override to ensure the member received medication timely, resulting in gratitude and positive feedback.
Navigating Drastic Work Changes
- Selected to test a new pharmacy customer service role during open enrollment; had only three days to train on new systems.
- Successfully transitioned to the new role by thoroughly studying training materials, leading to high quality assurance scores.
Rectifying a Bad Decision
- Incorrectly advised a customer that an online promotion coupon could be used in stores without confirming the policy.
- After realizing the mistake while placing an order, proactively called the affected customer to correct the misinformation and ensure transparency moving forward.
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Description
This quiz explores the reasons to work at Progressive Insurance, focusing on company culture, growth opportunities, and employee satisfaction. Understand how the diverse environment at Progressive can contribute to your career ambitions.
