Communication & Client Relations Flashcards
7 cards from real CMAS 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 patient requests copies of their medical records. Under HIPAA, within how many days must a covered entity generally fulfill this request?
Answer: 30 days
HIPAA requires covered entities to provide access to medical records within 30 days, with one possible 30-day extension if notified in writing.
Which of the following BEST describes therapeutic communication in a healthcare setting?
Answer: Employing empathetic listening and purposeful responses to support patient well-being
Therapeutic communication uses empathy and purposeful interaction to build trust and support the patient's emotional and informational needs.
When communicating bad news to a patient over the phone on behalf of a provider, what is the MOST appropriate action?
Answer: Schedule an in-person appointment for the provider to deliver the news directly
Sensitive news such as a serious diagnosis should be delivered by the provider in person, not relayed by administrative staff over the phone.
A patient with hearing loss comes to the front desk. Which accommodation is the medical office MOST legally obligated to provide under the ADA?
Answer: Offer effective communication aids such as a sign language interpreter or real-time captioning
The Americans with Disabilities Act requires healthcare providers to furnish effective communication aids for patients with hearing disabilities.
Which of the following is considered a barrier to effective patient communication?
Answer: Using medical jargon without explanation
Using unexplained medical jargon creates confusion and prevents patients from fully understanding their health information.
A new patient appears anxious during intake. Which nonverbal behavior MOST helps to reduce patient anxiety?
Answer: Sitting at the patient's level and maintaining a relaxed, open posture
Sitting at the patient's level with an open posture conveys approachability and helps reduce anxiety during the intake process.
When a patient asks a question outside the medical administrative specialist's scope of practice, the BEST response is to:
Answer: Refer the question to the appropriate clinical staff member
Medical administrative specialists must recognize scope-of-practice limits and direct clinical questions to qualified clinical staff.