MHS: Customer Service || Quick-Test with A+ Verified
Answers!!
Match each of the following statements to its corresponding element of customer service.
a) When Joe entered the military treatment facility he was immediately greeted by a staff
member and asked if he needed assistance.
b) When Joe walked up to the front desk staff, he noticed a clean and organized work area.
c) When Joe received his medical results, and discussed a medical plan and next steps with
his provider he left feeling confident that he was in good hands.
d) Carla will visit medical treatment facilities for urgent needs because she knows to expect
great treatment with each visit.
e) When talking to his provider, Tim felt that his perspective and concerns were important
and heard. correct answers Empathy - e)
Presentation - b)
Reliability - d)
Assurance - c)
Responsiveness - a)
True or False: According to the First Call Resolution Policy, urgent care visits should be
scheduled within 24 hours of a call.
-True
-False correct answers True
Recently Chris' colleagues noticed that Chris has become distant at work, is irritable and
sometimes moody with patients. Chris' overall shift in behavior can be a sign of _________.
-Job Stress
-Job Satisfaction
-Job Unhappiness correct answers Job Stress
ending an email to a patient, completing a medical chart, or composing a report for your team
are all examples of which form of communication?
-Written
-Nonverbal
-Verbal
-Listening correct answers Written
Answers!!
Match each of the following statements to its corresponding element of customer service.
a) When Joe entered the military treatment facility he was immediately greeted by a staff
member and asked if he needed assistance.
b) When Joe walked up to the front desk staff, he noticed a clean and organized work area.
c) When Joe received his medical results, and discussed a medical plan and next steps with
his provider he left feeling confident that he was in good hands.
d) Carla will visit medical treatment facilities for urgent needs because she knows to expect
great treatment with each visit.
e) When talking to his provider, Tim felt that his perspective and concerns were important
and heard. correct answers Empathy - e)
Presentation - b)
Reliability - d)
Assurance - c)
Responsiveness - a)
True or False: According to the First Call Resolution Policy, urgent care visits should be
scheduled within 24 hours of a call.
-True
-False correct answers True
Recently Chris' colleagues noticed that Chris has become distant at work, is irritable and
sometimes moody with patients. Chris' overall shift in behavior can be a sign of _________.
-Job Stress
-Job Satisfaction
-Job Unhappiness correct answers Job Stress
ending an email to a patient, completing a medical chart, or composing a report for your team
are all examples of which form of communication?
-Written
-Nonverbal
-Verbal
-Listening correct answers Written
