Case Manager Question:

In any line of work, there will come a time when you will likely be faced with an angry or upset client. In most cases, you will have to use your training and expertise to calm this individual and help resolve the underlying issue. If you have had experience in doing this, a brief story would make a fantastic answer. If not, simply provide a scenario followed by the way you would handle it. “If my client was upset because the hospital wanted to perform a treatment that his insurance would not cover, I would do my best to find a middle ground or see if there is any way that the insurance company would pre-approve the procedure if it was deemed medically necessary.”