CCMA - Communication and Customer Service

CCMA - Communication and Customer Service

12th Grade

15 Qs

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CCMA - Communication and Customer Service

CCMA - Communication and Customer Service

Assessment

Quiz

Specialty

12th Grade

Practice Problem

Medium

Created by

Patricia Johnson

Used 25+ times

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15 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

Ask a bilingual staff member to assist with communication

Speak louder and slower in hopes of being understood
Ask the patient's family member to interpret
Use hand gestures and facial expressions to communicate

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A medical assistant is speaking with a patient. Which of the following might occur as a barrier to communication?

Empathy

Rapport

Active listening

Stereotyping

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A medical assistant is checking in on a patient who has a hearing loss. Which of the following actions should the medical assistant take?

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

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A medical assistant is providing discharge instructions for a patient who is visually impaired. Which of the following actions should the medical assistant take?

Use a low tone when communicating

Notify the patient when entering the room

Use body gestures when communicating

Provide small-font printed material

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

"I will notify the provider about your situation."

"You should keep taking the medication until it works."

"You should double the dose of your medication."

"I will call the pharmacy to authorize a refill of your medication."

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

Provide advice about temporary relief measures.

Document the patient's concerns in the medical record.

Reassure the patient that there is no need to worry.

Evaluate the relevance of the patient's concerns.

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

When communicating on the telephone with a patient, which of the following actions by a medical assistant demonstrates the use of appropriate technique for outgoing calls?

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.

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