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Communication and Customer Service practice questions for the CCMA exam

Communication and Customer Service is 12 of the 150 scored questions on the CCMA exam. Try 5 free questions below; open each one to see the answer, why the other options are wrong and the sources.

Question 1

During a video visit, how can the medical assistant best make eye contact with the patient?

  1. Turn off the camera to reduce distraction
  2. Look at the patient's face on the screen
  3. Keep eyes on the EHR to show focus
  4. Look directly into the camera
Show answer and explanation

Correct answer: D. Look directly into the camera

On video, eye contact is made by looking into the camera, ideally set at eye level, rather than at the image on the screen.

Why the other options are wrong

  • A. Turn off the camera to reduce distraction: Turning off video removes the nonverbal cues that build rapport.
  • B. Look at the patient's face on the screen: Looking at the screen makes your eyes appear to look away from the patient.
  • C. Keep eyes on the EHR to show focus: Watching the EHR signals inattention.

Sources

Question 2

What does "chain of command" mean in a medical office?

  1. The list of tasks done when opening the office
  2. The order of authority for reporting problems
  3. The sequence for cleaning an exam room
  4. The order patients are called back from the lobby
Show answer and explanation

Correct answer: B. The order of authority for reporting problems

The chain of command is the line of authority in an organization; problems are raised with the immediate supervisor and then moved up level by level if unresolved.

Why the other options are wrong

  • A. The list of tasks done when opening the office: Opening tasks are a checklist, not a line of authority.
  • C. The sequence for cleaning an exam room: Room cleaning follows infection-control procedures, not the chain of command.
  • D. The order patients are called back from the lobby: Patient flow order is set by the schedule and triage, not the chain of command.

Sources

Question 3

Under the Americans with Disabilities Act rules for private medical offices, which statement about interpreters for a Deaf patient is correct?

  1. The office may not require the patient to bring an interpreter
  2. A minor child may interpret during routine visits
  3. The office may bill the patient for the cost of the interpreter
  4. The patient must bring a family member to interpret
Show answer and explanation

Correct answer: A. The office may not require the patient to bring an interpreter

A public accommodation, which includes a private medical office, must provide auxiliary aids for effective communication and may not require a person with a disability to bring someone to interpret (28 CFR 36.303(c)(2)). It also may not charge the patient a surcharge for those aids (28 CFR 36.301(c)).

Why the other options are wrong

  • B. A minor child may interpret during routine visits: A minor child may be relied on only in an emergency when no interpreter is available.
  • C. The office may bill the patient for the cost of the interpreter: 28 CFR 36.301(c) bars surcharges to cover the cost of auxiliary aids.
  • D. The patient must bring a family member to interpret: The rule prohibits requiring patients to bring their own interpreter.

Sources

Question 4

A patient keeps his eyes lowered while the medical assistant explains his instructions, but he answers each question fully. How should the medical assistant interpret this?

  1. He has not understood the instructions
  2. He is showing disrespect toward the MA
  3. He may be hiding some information from the staff
  4. He may see direct eye contact as disrespectful
Show answer and explanation

Correct answer: D. He may see direct eye contact as disrespectful

Eye contact norms vary by culture, and in some cultures direct eye contact is considered disrespectful. The MA observes the patient's style, follows his lead and avoids assuming dishonesty.

Why the other options are wrong

  • A. He has not understood the instructions: His complete answers suggest he is following; understanding is confirmed with teach-back, not eye contact.
  • B. He is showing disrespect toward the MA: In some cultures, avoiding eye contact is a sign of respect.
  • C. He may be hiding some information from the staff: Lowered eyes alone do not indicate dishonesty.

Sources

Question 5

At checkout, a patient tells the medical assistant she plans to give the office a poor rating on the survey because the receptionist was rude to her. What is the best response?

  1. Thank her, apologize for her experience, and report it to the manager
  2. Offer her a discount on today's visit in exchange for a better rating
  3. Suggest she wait a few days to fill it out so her mood improves
  4. Explain that the front desk is short-staffed, so it is not their fault
Show answer and explanation

Correct answer: A. Thank her, apologize for her experience, and report it to the manager

Complaints are feedback the office can act on: listen, apologize for the unmet expectation, thank the patient and route the concern to the manager, without influencing how she answers the survey.

Why the other options are wrong

  • B. Offer her a discount on today's visit in exchange for a better rating: Trading a discount for a rating improperly influences survey results.
  • C. Suggest she wait a few days to fill it out so her mood improves: Trying to change when or how she rates the office pressures her and distorts the results.
  • D. Explain that the front desk is short-staffed, so it is not their fault: Making excuses sounds defensive and dismisses her concern.

Sources

Communication and Customer Service terms

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