NHA CCMA Module 2 Communication and Professionalism

A patient approaches a medical administrative assistant at the reception desk and expresses concern about their long wait. Which of the following actions by the assistant demonstrates active listening?

• Stopping the patient to inform them everyone has long waiting times today

• Instructing the patient to reschedule their appointment if they do not like to wait

• Responding to emails while listening

• Nodding the head and giving good eye contact

A medical administrative assistant notices another assistant arriving to work 15 min late and says, 'Wow. So glad you decided to join us today.' Which of the following communication styles is the assistant displaying?

• Manipulative

• Aggressive

• Assertive

• Passive-aggressive

A medical administrative assistant is speaking with a patient who has arrived to take a scheduled pregnancy test. The patient appears visibly upset and states, 'I think I might be pregnant.' Which of the following responses should the assistant make?

• Oh, congratulations.

• You’re almost certainly pregnant.

• I can see that you are worried. I hope you’re doing okay.

• I’m sure everything will be fine.

A medical administrative assistant is checking in a patient when the assistant realizes that the patient does not have an appointment scheduled. When informed of this, the patient becomes angry and demands to be seen by the provider. Which of the following actions should the assistant take?

• Focus on the fact that the patient is not on today's schedule.

• Apologize to the patient about the mistake and attempt to redirect the patient.

• Tell the patient there have been a lot of emergencies today so there is no possible way to fit them in.

• Disregard the patient’s concerns and explain it was someone else’s fault.

What should a medical administrative assistant do when a patient becomes upset about the deductible amount due and yells that their policy does not have a deductible and they must write off the amount?

• Loudly inform the patient that they need to stop yelling at them.

• Calmly tell the patient that a manager will evaluate the situation and speak with the patient.

• Firmly tell the patient that these are the rules and the amount must be paid.

• Walk away from the situation.

Upon checkout, a patient states they just found out they have cancer. Which of the following communication approaches should the assistant use?

• State that the medical provider is the best and that they have nothing to worry about.

• Express pity for the patient’s situation.

• Tell the patient that things get tough, but they will always get better.

• Express empathy for the patient’s situation and allow them to express themselves.

Which of the following is an example of a nonverbal communication cue?

• Mumbling words

• Sending a written message

• Looking at the floor during conversations

• Speaking slowly

When communicating with a patient who has hearing loss and has brought their child with them to the appointment, which action should the medical administrative assistant take?

• Speak with the child, who can then share the information with the patient.

• Speak louder to help the patient to understand the information.

• Ask the patient if they have any accommodations they would prefer for the visit.

• Use hand gestures and write information down for the patient to read.

What should a medical administrative assistant do when communicating with a patient who has a cognitive impairment?

• Speak at a louder frequency.

• Use terminology consistent with their cognitive impairment.

• Ask to speak with the patient’s caretaker.

• Speak in the usual manner to the patient.

What is the appropriate action for a medical administrative assistant to take when checking in a new patient who speaks a different language than the assistant?

• Use hand gestures to help communicate to the patient.

• Use a language translator on a cell phone.

• Ask other patients in the waiting room to help translate.

• Find a qualified medical interpreter.