CCM Communication & Client Relations 2 — Questions and Answers
Question 1: A case manager is working with a client who has limited English proficiency. What is the most appropriate first step?
- Speak slowly and use simple words
- Arrange for a qualified interpreter (Correct answer)
- Ask a family member to translate
- Provide written materials in English
Correct 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.
Question 2: Which communication technique is most effective when a client becomes emotionally distressed during a care planning session?
- Redirect the conversation to practical tasks
- Use reflective listening and validate their feelings (Correct answer)
- End the session and reschedule
- Provide immediate solutions to their problems
Correct answer: Use reflective listening and validate their feelings
Reflective listening and validation help de-escalate distress and build trust before moving to problem-solving.
Question 3: A case manager needs to communicate a change in a client's insurance coverage that may limit services. What is the best approach?
- Send a written notice and wait for a response
- Have the supervisor deliver the news
- Meet with the client in person to explain the change and explore options (Correct answer)
- Delay informing the client until alternative funding is secured
Correct 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.
Question 4: When documenting a client interaction in the medical record, the case manager should:
- Include personal opinions to provide context
- Record only factual, objective observations and client statements (Correct answer)
- Summarize conversations in general terms to save time
- Omit sensitive information to protect the client
Correct answer: Record only factual, objective observations and client statements
Documentation must be factual and objective to ensure accuracy, legal compliance, and continuity of care.
Question 5: A client repeatedly misses appointments and does not return calls. What should the case manager do first?
- Close the case due to non-compliance
- Escalate to the supervisor immediately
- Attempt contact through multiple channels and document all attempts (Correct answer)
- Send a certified letter threatening case closure
Correct 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.
Question 6: Which of the following best describes motivational interviewing in case management?
- Telling the client what changes they need to make
- Using open-ended questions and reflections to evoke the client's own motivation for change (Correct answer)
- Providing incentives for clients to follow their care plan
- Confronting resistant clients about their unhealthy behaviors
Correct 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.
Question 7: A case manager discovers that a client has been sharing false information with the care team. The best response is to:
- Document the discrepancies and confront the client directly
- Ignore it to preserve the therapeutic relationship
- Discuss the discrepancies with the client in a non-judgmental, curious manner (Correct answer)
- Report the client to the payer for fraud
Correct 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.
CCM Communication & Client Relations 2
A case manager is working with a client who has limited English proficiency.
What is the most appropriate first step?