The biggest challenge I feel with dealing with the healthcare insurance job role was getting these clients to understand that I am there to provide information about their policy or their benefits as opposed to being the person that created the policy. A lot of times if our clients called in upset then they probably got off of the phone upset but the way that I dealt with that and resolved those type of situations was knowing that I provided them with the information that they were needing and allowing them to speak with whoever they needed to speak with if it was something that was out of my control.