CCMA: Communication and Customer Service Practice Module 12

A medical assistant is speaking with a patient who is being treated for kidney disease. One of the possible treatments is a kidney transplant, and the patient is refusing that option. Which of the following actions should the assistant take?

Respect the patient's wishes and answer any questions or concerns

A medical assistant is speaking with an older adult patient regarding how to increase their appetite. Which of the following considerations should the assistant make when speaking with the patient?

Speak clearly and maintain proper eye contact

A medical assistant is speaking with a medical provider about correspondence that will be written for a patient. Which of the following factors applies to the communication process between the assistant and the provider?

Complex medical terms may be used

A medical assistant should recognize that which of the following characteristics describes a kinesthetic communicator?

They tend to communicate by using their hands

Which of the following is a true statement regarding patients who utilize virtual visits?

They rely more on the words being said

A medical assistant is assisting with preparing a patient for their appointment by asking questions. Which of the following is a closed-ended question?

" who is your employer?"

Which of the following actions should a medical assistant take when communicating with patients on the phone?

Enunciate words

Which of the following should a medical assistant recognize as the purpose of using a template?

Templates guide the writer and using the proper format

A medical assistant is having a discussion with a patient who arrived late for their appointment, and is upset that they are being requested to reschedule it. Which of the following actions should the assistant take to try to de-escalate the situation?

Allow the patient to vent the reason for the tardiness

A medical assistant is speaking with a patient who is unhappy with the medical services they received. The patient feels that their needs were not met and demands that the medical provider see them again. The schedule is full and it is not possible to fit the patient in today. Which of the following actions should the assistant take?

Inform a supervisor of the situation and ask them to assist

The daughter of an adult patient has called to discuss the treatment plan for their parent. Which of the following actions should the medical assistant take?

Confirm the patient's daughter is listed on the signed release of information form

Which of the following actions positively contributes to teamwork and engagement of the team members?

Performing individual responsibilities, and overall tasks

Which of the following characteristics demonstrates a professional attitude as a medical assistant?

Good work ethic

Medical assistant is speaking with a patient who came in for management of diabetes. The Assistant is giving patient information about a diabetic diet. Which of the following is the goal of the therapeutic communication in this situation?

To encourage and support

A medical assistant is assisting to prepare for an upcoming virtual visit for chronic pain management. Which of the following is an important proactive measure to perform in preparation of the visit?

Check that audio and individual components are working properly

Which of the following is a component of active listening skills?

Paraphrasing what is being said

Which of the following vocal traits should be used when speaking with patients over the telephone?

Speak using a warm and natural tone

Which of the following actions assists with increasing patient satisfaction?

Have the patient complete patient satisfaction surveys after their appointments

A medical assistant is working to de-escalate a conversation with a patient who is upset about receiving a statement of their account with balance due. The patient then begins to calm down and ask questions that indicate a better understanding. Which of the following actions should the assistant take following the conversation?

Document the conversation in the patient's medical record

Which of the following is included in risk management for a healthcare organization?

Ensuring a safe environment.