CMAA Module 1 Exam Questions &
Answers (Grade A+)
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
,CMAA Module 1 Exam Questions &
Answers (Grade A+)
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.
,CMAA Module 1 Exam Questions &
Answers (Grade A+)
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
, CMAA Module 1 Exam Questions &
Answers (Grade 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.
Answers (Grade A+)
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
,CMAA Module 1 Exam Questions &
Answers (Grade A+)
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.
,CMAA Module 1 Exam Questions &
Answers (Grade A+)
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
, CMAA Module 1 Exam Questions &
Answers (Grade 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.
