Citymd PSR Exam Questions With
100% Verified Answers
HIPAA (Health Insurance Portability and Accountability Act) -
correct answer ✅federal law that protects the privacy of personal
health information (PHI)
PHI -
correct answer ✅Protected Health Information
SPEAK MODEL Abbreviations -
correct answer ✅see, present, explain, answer, kindness
SPEAK MODEL purpose -
correct answer ✅patient expectations: we treat patients following
this model
10/5 Rule -
correct answer ✅pt within 10 feet: use body language to
acknowledge the guest - smile and make eye contact
Pt within 5 feet: Verbally acknowledge the pt - warmly
welcome/greet the pt - use their name
SPEAK MODEL : S -
correct answer ✅SEE the pt and greet them using 10/5 rule
,Citymd PSR Exam Questions With
100% Verified Answers
SPEAK MODEL: P -
correct answer ✅Present yourself in a professional manner. Use
positive body language. (appearance and communication)
SPEAK MODEL: E -
correct answer ✅Explain the process and duration of the visit to
the patient. Use active listening skills.
SPEAK MODEL: A -
correct answer ✅ANSWER pt with empathy. refrain from hot
word/phrases
SPEAK MODEL: K -
correct answer ✅show KINDESS to pt by thanking them. kindness
is the mission and vision of citymd
Service Recovery -
correct answer ✅the resolution provided to a dissatisfied patient
to convert them to a satisfied patient
, Citymd PSR Exam Questions With
100% Verified Answers
Why is service recovery important? -
correct answer ✅service recovery makes patients feel valued and
have a greater emotional connection to citymd. loyal patients =
greater patient retention. helps reach our vision to build healthier,
kinder communities.
De-escalation strategy -
correct answer ✅practicing active listening
moving to a private area to talk in private
focus on the thought behind the feelings
create solutions, dont add to the problem
HIPAA release form -
correct answer ✅allows citymd to share pt med records with
noted individuals on form
occupational medicine use only hipaa form -
correct answer ✅used for all occ med visits (contract or self-pay)
which 6 documents can PSRs release at TOS after hipaa form is
signed? and to who? -
correct answer ✅1. visit summary
100% Verified Answers
HIPAA (Health Insurance Portability and Accountability Act) -
correct answer ✅federal law that protects the privacy of personal
health information (PHI)
PHI -
correct answer ✅Protected Health Information
SPEAK MODEL Abbreviations -
correct answer ✅see, present, explain, answer, kindness
SPEAK MODEL purpose -
correct answer ✅patient expectations: we treat patients following
this model
10/5 Rule -
correct answer ✅pt within 10 feet: use body language to
acknowledge the guest - smile and make eye contact
Pt within 5 feet: Verbally acknowledge the pt - warmly
welcome/greet the pt - use their name
SPEAK MODEL : S -
correct answer ✅SEE the pt and greet them using 10/5 rule
,Citymd PSR Exam Questions With
100% Verified Answers
SPEAK MODEL: P -
correct answer ✅Present yourself in a professional manner. Use
positive body language. (appearance and communication)
SPEAK MODEL: E -
correct answer ✅Explain the process and duration of the visit to
the patient. Use active listening skills.
SPEAK MODEL: A -
correct answer ✅ANSWER pt with empathy. refrain from hot
word/phrases
SPEAK MODEL: K -
correct answer ✅show KINDESS to pt by thanking them. kindness
is the mission and vision of citymd
Service Recovery -
correct answer ✅the resolution provided to a dissatisfied patient
to convert them to a satisfied patient
, Citymd PSR Exam Questions With
100% Verified Answers
Why is service recovery important? -
correct answer ✅service recovery makes patients feel valued and
have a greater emotional connection to citymd. loyal patients =
greater patient retention. helps reach our vision to build healthier,
kinder communities.
De-escalation strategy -
correct answer ✅practicing active listening
moving to a private area to talk in private
focus on the thought behind the feelings
create solutions, dont add to the problem
HIPAA release form -
correct answer ✅allows citymd to share pt med records with
noted individuals on form
occupational medicine use only hipaa form -
correct answer ✅used for all occ med visits (contract or self-pay)
which 6 documents can PSRs release at TOS after hipaa form is
signed? and to who? -
correct answer ✅1. visit summary
