Communication & Client Relations Flashcards
7 cards from real CCM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Communication & Client Relations flashcards as text
A case manager is working with a client who has limited English proficiency. What is the most appropriate first step?
Answer: Arrange for a qualified interpreter
Using a qualified interpreter ensures accurate communication and protects the client's rights under Title VI of the Civil Rights Act.
Which communication technique is most effective when a client becomes emotionally distressed during a care planning session?
Answer: Use reflective listening and validate their feelings
Reflective listening and validation help de-escalate distress and build trust before moving to problem-solving.
A case manager needs to communicate a change in a client's insurance coverage that may limit services. What is the best approach?
Answer: Meet with the client in person to explain the change and explore options
In-person communication for sensitive information allows for immediate questions, emotional support, and collaborative problem-solving.
When documenting a client interaction in the medical record, the case manager should:
Answer: Record only factual, objective observations and client statements
Documentation must be factual and objective to ensure accuracy, legal compliance, and continuity of care.
A client repeatedly misses appointments and does not return calls. What should the case manager do first?
Answer: Attempt contact through multiple channels and document all attempts
Multiple contact attempts through various channels demonstrate due diligence and may uncover barriers to engagement.
Which of the following best describes motivational interviewing in case management?
Answer: Using open-ended questions and reflections to evoke the client's own motivation for change
Motivational interviewing is a collaborative, client-centered approach that elicits intrinsic motivation by exploring the client's own values and goals.
A case manager discovers that a client has been sharing false information with the care team. The best response is to:
Answer: Discuss the discrepancies with the client in a non-judgmental, curious manner
A non-judgmental, curious approach explores potential reasons for inaccurate information, such as fear or misunderstanding, while preserving trust.