CMAA Module 1
Medical Terminology - correct answer ✔✔A combination of Latin and Greek language used to describe
components and processes of the human body, medical procedures, diseases, disorders, and
pharmacology.
Anatomy - correct answer ✔✔Anatomy is the study of the structures of the human body.
Physiology - correct answer ✔✔is the study of the function of each body system
Most important parts of a CMAA - correct answer ✔✔Customer service, along with supporting the goals
of the health care team
Consider the various types of health care organizations. Why is understanding delivery models important
to the patient experience? - correct answer ✔✔Being familiar with the broad variety of delivery models
helps you better navigate patients through their health care experience. Your knowledge and
understanding of the various models your organization uses will support the patients' experience—and
ultimately their outcome.
Diverse Delivery Models allow pts - correct answer ✔✔Achieve best care in a timely manner, for a
specific need
Home Health - correct answer ✔✔Follows a hospital stay resulting from an injury or illness. The goal is
for the patient to return to daily activity.
Patient Centered Medical Home (PCMH) - correct answer ✔✔Delivery model of pt care that uses a
Holistic and Relationship approach.
Key Components of Patient Centered Medical Home (PCMH) - correct answer ✔✔Comprehensive and
Coordinated care with all relevant health care teams, accessible pt centered care, recognizes. unique pt
needs.
,Collaborative Care Model - correct answer ✔✔Team approach between Pts Primary Care and Mental
Health Team
Accountable Care organizations (ACO) - correct answer ✔✔Groups of health care specialists that focus
on preventative care and screenings for pts. This model acheives quality care for the pt while reducing
cost and unnecessary services ( Prevents duplications of services)
If you need to call a pt back after you verify information or consult with a provider make sure: - correct
answer ✔✔You communicate when you will return the call
Its best practice to inform the pt if there will be: - correct answer ✔✔any delays in retrieving requested
information, obtaining test results or scheduling their appointments.
What went wrong from a customer service standpoint in this scenario? You received a call from a patient
who was going on vacation and expected to run out of medication during their trip if they didn't pick up
a refill today. This patient was already experiencing a high level of stress as they were preparing for a
lengthy trip. Then while packing medication, they realized they now must call the provider's office and
pick up a prescription refill. What extra step could have improved the customer service experience for
this patient? - correct answer ✔✔Even though you told the patient you would expedite the request, you
could have told them that you would call them back as soon as the prescription was sent to the
pharmacy. This would have saved time in guessing when the prescription would be there. It is moments
like these that may seem small in the big picture of your day but can make a major positive impact in
your patient's world.
De-escalation techniques - correct answer ✔✔Are a series of skills, strategies and practices that can be
used to calm down an agitated, aggressive pt.
The first step in De-escalation - correct answer ✔✔remain calm and listen. Depending on the
environment it could be helpful to invite the pt in a private area to sit down. Showing empathy and
concern while allowing the pt to voice their feelings without interrupting can help reduce anger.
Apologize when appropriate while remaining firm about what you can do to rectify the situation.
When dealing with an upset pt always make sure to - correct answer ✔✔remain and safe distance and
have a clear path to the exits.
,Upon checkout, a patient immediately becomes irate and begins to yell about the out-of-pocket expense
they are required to pay. As you remain calm and ask a coworker to cover the desk, you invite the patient
to join you in a private area. Listen to what the patient's concerns are. You find out that in the visit today,
the patient received a stage 4 cancer diagnosis. The patient feels guilty for allowing signs and symptoms
to go on for so long without seeking treatment. As the sole provider for the family, the patient is now
faced with the reality that continuing to work may not be possible. The patient has realized the
treatments will be costly and is unsure of how they will be able to afford them. What is the best way to
handle this situation and address the patient's concerns? - correct answer ✔✔Make sure to display
nonverbal cues that you are listening to the patient by making eye contact, making appropriate facial
expressions, and giving the patient time to vent. Repeat the patient's concerns back to them so they
validate you were listening and understand their frustration. Stay positive and let them know you have
community resources that you can refer them to for assistance. Always let the patient know they are
cared for and respected.
Pt arrives without an appointment - correct answer ✔✔The simple solution is to schedule the pt w/ any
available provider
Problem Solving - correct answer ✔✔Adaptability and open minded thinking. Involve others in the
decision making process. Use sound judgement.
Using critical thinking skills, what could you have done in this situation to solve the problem of the
patient arriving without an appointment? What creative solutions could be explored? - correct answer
✔✔You could start by asking some questions regarding the nature of the visit. Upon inquiry, you find out
the patient experienced a burn on the hand a few hours earlier, and they wanted the provider to look at
it. One way to approach this situation would be to ask if the patient was comfortable with you taking a
digital image of the burn to show the provider so they can evaluate the severity of the burn and get
further instruction from them on how to proceed. Younger age groups might refer to a digital image from
a cell phone or image via email. Older age groups might not know what a digital image is referencing.
This could potentially eliminate the need for the patient to come back to the clinic the following day.
Follow up with the provider and care plan for the patient. Being open to alternative options in this case
helped develop and implement a feasible solution.
Professionalism Standards - correct answer ✔✔Are a set of principles, ethics and behaviors that are
essential to maintain the health care environment.
How do professional traits influence a patient's perception of care? Revisiting this scenario, if a patient
observes you talking and laughing about personal conversations and showing videos on your personal
cell phone at the reception desk, and ignoring them until you're finished, how might they feel about you
managing their health care information? - correct answer ✔✔This behavior could cause a patient to lose
, trust in your competence and in the level of professionalism of the practice. They may even begin to
wonder how administration made the decision to hire someone with unprofessional characteristics.
Maintaining a professional demeanor is a crucial aspect of the patient experience. Understanding that
patients are always the first focus and other things are secondary is critical when making them feel
valued and respected.
What happened in 1996? - correct answer ✔✔The US Congress passed the Health Insurance Portability
and Accountability Act.
HIPPA was created to - correct answer ✔✔create standard to safeguard sensitive pt health information
from being disclosed without pts authorization or knowledge..
PHI Protected Health Information - correct answer ✔✔Consists of any demograhic information, medical
condition, medical history, health insurance information,and tests and laboratory reports that
individually identify the pt (This includes all forms of health information whether you store on paper,
electronically or orally.
Pts have a right to - correct answer ✔✔receive notice of privacy practices in place to protect their PHI
and are given the opportunity to sign a written agreement detailing this information.
Pts have a right to access - correct answer ✔✔access, inspect and copy their PHI, the right to request
amendments of their PHI, right to request restrictions on use and disclosure of PHI, the right to receive a
disclosure log history of their PHI and to file a privacy complaint.
How must you store PHI - correct answer ✔✔Out of sight of unauthorized individuals.
When using a computer to access PHI - correct answer ✔✔lock or log off of it when leaving the
workspace.
Your computer screen should - correct answer ✔✔contain a privacy screen and face away from pts or
unauthorized personnel.
When placing phone calls - correct answer ✔✔stay aware of you surroundings, use discretion when
discussing any sensitive pt information.
Medical Terminology - correct answer ✔✔A combination of Latin and Greek language used to describe
components and processes of the human body, medical procedures, diseases, disorders, and
pharmacology.
Anatomy - correct answer ✔✔Anatomy is the study of the structures of the human body.
Physiology - correct answer ✔✔is the study of the function of each body system
Most important parts of a CMAA - correct answer ✔✔Customer service, along with supporting the goals
of the health care team
Consider the various types of health care organizations. Why is understanding delivery models important
to the patient experience? - correct answer ✔✔Being familiar with the broad variety of delivery models
helps you better navigate patients through their health care experience. Your knowledge and
understanding of the various models your organization uses will support the patients' experience—and
ultimately their outcome.
Diverse Delivery Models allow pts - correct answer ✔✔Achieve best care in a timely manner, for a
specific need
Home Health - correct answer ✔✔Follows a hospital stay resulting from an injury or illness. The goal is
for the patient to return to daily activity.
Patient Centered Medical Home (PCMH) - correct answer ✔✔Delivery model of pt care that uses a
Holistic and Relationship approach.
Key Components of Patient Centered Medical Home (PCMH) - correct answer ✔✔Comprehensive and
Coordinated care with all relevant health care teams, accessible pt centered care, recognizes. unique pt
needs.
,Collaborative Care Model - correct answer ✔✔Team approach between Pts Primary Care and Mental
Health Team
Accountable Care organizations (ACO) - correct answer ✔✔Groups of health care specialists that focus
on preventative care and screenings for pts. This model acheives quality care for the pt while reducing
cost and unnecessary services ( Prevents duplications of services)
If you need to call a pt back after you verify information or consult with a provider make sure: - correct
answer ✔✔You communicate when you will return the call
Its best practice to inform the pt if there will be: - correct answer ✔✔any delays in retrieving requested
information, obtaining test results or scheduling their appointments.
What went wrong from a customer service standpoint in this scenario? You received a call from a patient
who was going on vacation and expected to run out of medication during their trip if they didn't pick up
a refill today. This patient was already experiencing a high level of stress as they were preparing for a
lengthy trip. Then while packing medication, they realized they now must call the provider's office and
pick up a prescription refill. What extra step could have improved the customer service experience for
this patient? - correct answer ✔✔Even though you told the patient you would expedite the request, you
could have told them that you would call them back as soon as the prescription was sent to the
pharmacy. This would have saved time in guessing when the prescription would be there. It is moments
like these that may seem small in the big picture of your day but can make a major positive impact in
your patient's world.
De-escalation techniques - correct answer ✔✔Are a series of skills, strategies and practices that can be
used to calm down an agitated, aggressive pt.
The first step in De-escalation - correct answer ✔✔remain calm and listen. Depending on the
environment it could be helpful to invite the pt in a private area to sit down. Showing empathy and
concern while allowing the pt to voice their feelings without interrupting can help reduce anger.
Apologize when appropriate while remaining firm about what you can do to rectify the situation.
When dealing with an upset pt always make sure to - correct answer ✔✔remain and safe distance and
have a clear path to the exits.
,Upon checkout, a patient immediately becomes irate and begins to yell about the out-of-pocket expense
they are required to pay. As you remain calm and ask a coworker to cover the desk, you invite the patient
to join you in a private area. Listen to what the patient's concerns are. You find out that in the visit today,
the patient received a stage 4 cancer diagnosis. The patient feels guilty for allowing signs and symptoms
to go on for so long without seeking treatment. As the sole provider for the family, the patient is now
faced with the reality that continuing to work may not be possible. The patient has realized the
treatments will be costly and is unsure of how they will be able to afford them. What is the best way to
handle this situation and address the patient's concerns? - correct answer ✔✔Make sure to display
nonverbal cues that you are listening to the patient by making eye contact, making appropriate facial
expressions, and giving the patient time to vent. Repeat the patient's concerns back to them so they
validate you were listening and understand their frustration. Stay positive and let them know you have
community resources that you can refer them to for assistance. Always let the patient know they are
cared for and respected.
Pt arrives without an appointment - correct answer ✔✔The simple solution is to schedule the pt w/ any
available provider
Problem Solving - correct answer ✔✔Adaptability and open minded thinking. Involve others in the
decision making process. Use sound judgement.
Using critical thinking skills, what could you have done in this situation to solve the problem of the
patient arriving without an appointment? What creative solutions could be explored? - correct answer
✔✔You could start by asking some questions regarding the nature of the visit. Upon inquiry, you find out
the patient experienced a burn on the hand a few hours earlier, and they wanted the provider to look at
it. One way to approach this situation would be to ask if the patient was comfortable with you taking a
digital image of the burn to show the provider so they can evaluate the severity of the burn and get
further instruction from them on how to proceed. Younger age groups might refer to a digital image from
a cell phone or image via email. Older age groups might not know what a digital image is referencing.
This could potentially eliminate the need for the patient to come back to the clinic the following day.
Follow up with the provider and care plan for the patient. Being open to alternative options in this case
helped develop and implement a feasible solution.
Professionalism Standards - correct answer ✔✔Are a set of principles, ethics and behaviors that are
essential to maintain the health care environment.
How do professional traits influence a patient's perception of care? Revisiting this scenario, if a patient
observes you talking and laughing about personal conversations and showing videos on your personal
cell phone at the reception desk, and ignoring them until you're finished, how might they feel about you
managing their health care information? - correct answer ✔✔This behavior could cause a patient to lose
, trust in your competence and in the level of professionalism of the practice. They may even begin to
wonder how administration made the decision to hire someone with unprofessional characteristics.
Maintaining a professional demeanor is a crucial aspect of the patient experience. Understanding that
patients are always the first focus and other things are secondary is critical when making them feel
valued and respected.
What happened in 1996? - correct answer ✔✔The US Congress passed the Health Insurance Portability
and Accountability Act.
HIPPA was created to - correct answer ✔✔create standard to safeguard sensitive pt health information
from being disclosed without pts authorization or knowledge..
PHI Protected Health Information - correct answer ✔✔Consists of any demograhic information, medical
condition, medical history, health insurance information,and tests and laboratory reports that
individually identify the pt (This includes all forms of health information whether you store on paper,
electronically or orally.
Pts have a right to - correct answer ✔✔receive notice of privacy practices in place to protect their PHI
and are given the opportunity to sign a written agreement detailing this information.
Pts have a right to access - correct answer ✔✔access, inspect and copy their PHI, the right to request
amendments of their PHI, right to request restrictions on use and disclosure of PHI, the right to receive a
disclosure log history of their PHI and to file a privacy complaint.
How must you store PHI - correct answer ✔✔Out of sight of unauthorized individuals.
When using a computer to access PHI - correct answer ✔✔lock or log off of it when leaving the
workspace.
Your computer screen should - correct answer ✔✔contain a privacy screen and face away from pts or
unauthorized personnel.
When placing phone calls - correct answer ✔✔stay aware of you surroundings, use discretion when
discussing any sensitive pt information.
