Molina Preprocess Quiz

A federal law that required the creation of National standards to protect sensitive patient health information from being disclosed without the patient's consent or knowledge

• Health Insurance Portability and Accountability Act of 1999

• Health Insurance Portability and Accountability Act of 1996

• Health Insurance Portability and Accountability Act of 1995

• Health Insurance Portability and Accountability Act of 1990

_______ is the natural human response that can heal relationships and improve communication

• Rapport

• Empathy

• Reassurance

• Acknowledgement

______ is a bond that felt. It is being in tune with the other person or being in harmony

• Acknowledgement

• Reassurance

• Rapport

• Empathy

While words, body language etc, account for 50% of communication among humans, tone accounts for another 50%

• True

• False

____________ is responding using important words and phrases to reflect understanding and empathy

• Reassurance

• Acknowledgement

• Building Rapport

• Parrot Phrasing

_______ helps remove the member's doubt and fears. It will help build their confidence in your ability and willingness to help them. It builds trust

• Empathy

• Acknowledgement

• Reassurance

• Rapport

A joint federal and state program that helps cover medical costs for some people with limited income and resources.

• Molina

• Medicaid

• Medicare

• State Office

During a conversation, both parties are communicating via their tone, often conciously.

• True

• False

If our member is angry, you have to match the volume if your voice and match your tone as well.

• True

• False

The process of deciding something again, for a second, third or fourth time.