I interviewed and found the mock call and documentation exercise fundamentally flawed. It was expected to be completed in 30–40 minutes, which is completely unrealistic for a medication access issue. The scenario (“patient is not receiving medication; during the call she mentions high copayments”) lacked essential context such as systems used, role scope, insurance or enrollment status, escalation pathways, or who the care team was. I have worked as a case manager and program manager for over 10 years, and this came across as an outdated, generic exercise that doesn’t reflect how patient support actually works. In reality, these types of issues require a thorough internal investigation, coordinating with insurance, providers, pharmacies, and delivery services. It often involves confirming the patient’s medications, checking for prior authorizations, investigating copay discrepancies, or understanding potential delays. A realistic approach would be to acknowledge the issue on the initial call, apologize, let the patient know the investigation is underway, and then follow up with updates once the internal work is complete. Expecting candidates to resolve this in a single short interaction overlooks the complexity of the work and patient safety considerations. The ambiguity forced candidates to guess rather than demonstrate safe, compliant problem-solving. The interview seemed to prioritize phone etiquette over real issue resolution, which is concerning. This process does not accurately evaluate experienced candidates and should be reconsidered

Very length, but thorough. Spend 3 hours talking to 5 different managers all on Zoom. Sometimes multiple rounds. One on one interviews. 30 minutes with each interviewer. Be prepared with other questions.