Finding the Right Personality is More Important Than Perfect Skills

I wanted to share some thoughts about our hiring approach for customer-facing roles. After reviewing our most successful team members, I’ve noticed something critical: while skills can be taught, the right personality traits are innate and far more valuable.
Think about it this way – when a patient calls our office, they’re often anxious, uncertain, and seeking reassurance. At that moment, what matters more: someone who can perfectly operate our scheduling software, or someone who naturally listens with empathy and builds trust?
The core traits we need are:
Natural empathy and emotional intelligence
Genuine desire to help others
Resilience under pressure
Positive, solution-focused mindset
Active listening abilities
Why these matter so much:
Our patients are often running “for their lives” – dealing with health concerns that feel urgent and critical to them. We need team members who understand this emotional stakes.
Trust is built in moments of authentic human connection, not perfect technical execution.
Skills can be taught through training, but genuine care and empathy must come from within.
I propose we adjust our hiring process to focus first on identifying these personality traits through behavioral questions and role-play scenarios. Technical training can follow for candidates who demonstrate the right interpersonal foundation.
Remember: We’re not just filling a position – we’re finding someone who will shape how our patients feel about their healthcare journey every single day.
Let me know your thoughts on this approach.