VA PBI Questions Flashcards for Quick Review

Questions and Answers

Tell me about yourself.

I started in administration over 14 years ago while I was in high school and found it to be a very rewarding industry as it allowed me to help others while also expanding my knowledge.

What was your suggestion to improve the quality and efficiency of work in your unit?

Implement a change binder to track plans and ensure follow-up.

Give a specific example of a time when you had to deal with an angry customer. What was the problem and what was the outcome?

I diffused a situation with a veteran who was upset about a canceled appointment by finding him an appointment the same week.

Tell about a situation at work where you realized a person needed help. What did you do?

I walked my coworker step by step through the consult process until she understood how to process it on her own. Signup and view all the answers

Describe a change in your work you have personally had to make in the last couple of years. How did you feel about this change?

I felt it was a difficult transition when we acquired a new Chief; however, we educated him on the processes to adapt. Signup and view all the answers

Describe a situation where you felt you had not communicated well. How did you correct the situation?

I had a situation during a presentation where a manager missed part of it, and I ensured clear communication afterward. Signup and view all the answers

Study Notes

Personal Background

Over 14 years of experience in administration, starting in high school.
Strong desire to support veterans, inspired by a father-in-law who is a veteran.
Joined the Veterans Affairs (VA) about four years ago to contribute to veteran care.
Responsibilities include effective communication with customers and resolving patient concerns.
Currently pursuing a master's program with interest in expanding VA experience.

Improvement Suggestion

Suggested implementing a change binder in a previous organization to track service improvement changes.
Previous attempts at improvements were ineffective due to lack of follow-up.
The binder facilitated clarity in results, leading to successful adjustments becoming standard policies.

Customer Interaction

Experienced a challenging call from an upset patient whose appointment was cancelled.
Successfully diffused the situation by calmly rescheduling the patient for the same week.
The patient left satisfied despite initial frustration over the cancellation.

Assisting a Colleague

Volunteered to help a coworker struggling with consult processing without designated support available.
Provided step-by-step guidance to ensure understanding of the consult process.
Outcome was successful, empowering the coworker to handle consults independently.

Change Management

Faced challenges when a new Chief, unfamiliar with VA processes, joined the clinic.
Team effort needed to educate the new Chief on operational processes.
Adjustments required significant time but ultimately improved functionality, patient retention, and in-house services.

Communication Challenge

Encountered a miscommunication issue during a presentation due to an upper manager stepping out.
Addressed the situation post-presentation to ensure clarity and proper follow-up on topics discussed.

Description

Explore a set of flashcards designed to help you articulate your personal and professional journey. Each card presents a question and a modeled response, perfect for preparing for interviews or networking opportunities. Learn to effectively communicate your experience and aspirations in any setting.