CCMA - Communication and Customer Service

Front

A medical assistant is checking on a patient who does not speak the same language as the medical assistant. Which action should the medical assistant take?

Back

Ask a bilingual staff member to assist with communication

Front

A medical assistant is speaking with a patient. Which of the following might occur as a barrier to communication? Empathy, Rapport, Active listening, Stereotyping

Back

Stereotyping

Front

A medical assistant is checking in on a patient who has a hearing loss. Which action should the medical assistant take? Options: Speak loudly to the patient, Stand within the patient's field of vision, Use a firm touch to get the patient's attention, Minimize hand gestures when speaking

Back

Stand within the patient's field of vision

Front

A medical assistant is providing discharge instructions for a patient who is visually impaired. Which action should the medical assistant take? Options: Use a low tone when communicating, Notify the patient when entering the room, Use body gestures when communicating, Provide small-font printed material

Back

Notify the patient when entering the room

Front

A patient calls into the medical office to report that a medication is not working. Which response should the medical assistant make?

Back

I will notify the provider about your situation.

Front

During the admission process, a patient explains manifestations of a chief complaint to a medical assistant. Which action should the medical assistant take?

Back

Document the patient's concerns in the medical record.

Front

When communicating on the telephone with a patient, which action demonstrates the use of appropriate technique for outgoing calls? Options: Placing the patient on hold when accessing the information, Speaking with an unchanging pitch, Holding the receiver a minimum of 2 inches from the mouth, Allowing the patient to be the one to end the call.

Back

Allowing the patient to be the one to end the call.

Front

A medical assistant is preparing a business correspondence. Which of the following is characteristic of the modified block letter style?
Each paragraph is indented
The signature is in all capital letters
The lines are flush with the left margin
The complementary closing is centered on the page

Back

The complementary closing is centered on the page

Front

In which of the following locations should the inside address appear in a business letter? Options: between the letterhead and the dateline, between the dateline and the salutation, between the salutation and the subject line, Between the signature block and the identification line

Back

between the dateline and the salutation

Front

A medical assistant is caring for a patient who is frustrated and states, "My doctor doesn't have any idea how to treat my condition!" Which of the following responses by the medical assistant is an example of therapeutic communication?

Back

"Are you saying you don't think your provider knows how to help you?"