NHA Mod 12 Communication and
Customer Service Quiz Questions and
Complete Solutions Graded A+
Which of the following is a true statement regarding patients who utilize virtual visits?
a. Nonverbal cues are eliminated
b. Body language is not a factor
c. Personal space is essential
d. They rely more on the words being said. - Answer: They rely more on the words being said.
Which of the following is included in risk management for a healthcare organization?
a. Decreasing the number of staff
b. Reducing spending in the budget
c. Controlling inventory levels
d. Ensuring a safe environment - Answer: Ensuring a safe environment
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?
a. Speak in a loud voice
b. Provide the patient with large print documents
c. Speak clearly and maintain proper eye contact.
d. Use complex medical terms that clearly define the diagnosis. - Answer: Speak clearly and maintain
proper eye contact.
Which of the following vocal traits should be used when speaking with patients over the telephone?
a. Speak sternly using a lower tone.
b. Speak warmly using a louder tone.
c. Speak using a warm and natural tone.
d. Speak slowly using monotone. - Answer: Speak using a warm and natural tone.
, Which of the following is a component of active listening skills?
a. Paraphrasing what is being said
b. Asking the patient to wait to ask questions until the information has been presented
c. Responding to emails during conversation
d. Correcting the patient mid-sentence - Answer: Paraphrasing what is being said
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
provider?
a. Complex medical terms may be used.
b. Lay terms will be used.
c. Passive communication style is used.
d. Aggressive communication style is used. - Answer: Complex medical terms may be used.
Which of the following actions positively contributes to teamwork and engagement of the team
members?
a. Performing individual responsibilities and overall tasks
b. Working through drama that is brought into the work environment
c. Encouraging dating and personal relationships
d. Creating a gossip board to share feelings. - Answer: Performing individual responsibilities and overall
tasks
Which of the following characteristics demonstrates a professional attitude as a medical assistant?
a. Healthy eating
b. Good work ethic
c. Physical fitness
d. Accurate personal budgeting - Answer: Good work ethic
Customer Service Quiz Questions and
Complete Solutions Graded A+
Which of the following is a true statement regarding patients who utilize virtual visits?
a. Nonverbal cues are eliminated
b. Body language is not a factor
c. Personal space is essential
d. They rely more on the words being said. - Answer: They rely more on the words being said.
Which of the following is included in risk management for a healthcare organization?
a. Decreasing the number of staff
b. Reducing spending in the budget
c. Controlling inventory levels
d. Ensuring a safe environment - Answer: Ensuring a safe environment
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?
a. Speak in a loud voice
b. Provide the patient with large print documents
c. Speak clearly and maintain proper eye contact.
d. Use complex medical terms that clearly define the diagnosis. - Answer: Speak clearly and maintain
proper eye contact.
Which of the following vocal traits should be used when speaking with patients over the telephone?
a. Speak sternly using a lower tone.
b. Speak warmly using a louder tone.
c. Speak using a warm and natural tone.
d. Speak slowly using monotone. - Answer: Speak using a warm and natural tone.
, Which of the following is a component of active listening skills?
a. Paraphrasing what is being said
b. Asking the patient to wait to ask questions until the information has been presented
c. Responding to emails during conversation
d. Correcting the patient mid-sentence - Answer: Paraphrasing what is being said
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
provider?
a. Complex medical terms may be used.
b. Lay terms will be used.
c. Passive communication style is used.
d. Aggressive communication style is used. - Answer: Complex medical terms may be used.
Which of the following actions positively contributes to teamwork and engagement of the team
members?
a. Performing individual responsibilities and overall tasks
b. Working through drama that is brought into the work environment
c. Encouraging dating and personal relationships
d. Creating a gossip board to share feelings. - Answer: Performing individual responsibilities and overall
tasks
Which of the following characteristics demonstrates a professional attitude as a medical assistant?
a. Healthy eating
b. Good work ethic
c. Physical fitness
d. Accurate personal budgeting - Answer: Good work ethic
