Professional Ethics & Standards Flashcards

A navigator assists a client who later discovers the plan enrolled them in does not cover their specialist's services. What is the navigator's primary ethical obligation in this scenario?

Answer: Acknowledge the error, apologize, and help the client explore corrective options

Navigators must take responsibility for mistakes, communicate honestly, and actively assist clients in resolving problems caused by enrollment errors.

Which of the following best describes the principle of 'non-maleficence' as applied to ACA enrollment assistance?

Answer: Avoiding actions that cause harm to clients

Non-maleficence means that enrollment assisters must avoid actions that could damage the client's health coverage, finances, or legal standing.

An assister notices a colleague is recommending plans based on which insurer offers the best referral gifts. What is the assister's ethical duty?

Answer: Report the conduct to their supervisor or compliance officer

Ethical standards require that assisters report conflicts of interest or improper conduct that harm clients or violate program integrity.

Under ACA ethics guidelines, when is it acceptable for a navigator to accept a tip from a grateful client?

Answer: Never; navigators may not accept compensation from clients

Navigators funded by federal grants are prohibited from accepting any payment, gifts, or tips from the clients they assist.

A client shares that they are undocumented but has a citizen child who needs coverage. What is the ethically correct course of action?

Answer: Enroll the child in CHIP or Marketplace coverage without disclosing the parent's status unnecessarily

Eligible children may receive coverage regardless of their parents' status, and assisters must protect client confidentiality and serve all eligible individuals.

Which practice best upholds the ethical standard of 'informed consent' in the ACA enrollment context?

Answer: Explaining all plan options, costs, and consequences before the client makes a decision

Informed consent requires that clients fully understand their options, costs, and what they are agreeing to before any enrollment action is taken.

A certified application counselor (CAC) works for a hospital. A client asks whether a specific plan covers the hospital's services. How should the CAC respond ethically?

Answer: Disclose the hospital affiliation and provide objective information about all available plans

CACs must disclose their organizational affiliation and any potential conflicts so clients can make independent, informed decisions.