CCM Communication & Client Relations 2

Question 1

A case manager is working with a client who has limited English proficiency. What is the most appropriate first step?

Accepted Answer

Arrange for a qualified interpreter

Answer

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?

Accepted Answer

Use reflective listening and validate their feelings

Answer

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?

Accepted Answer

Meet with the client in person to explain the change and explore options

Answer

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:

Accepted Answer

Record only factual, objective observations and client statements

Answer

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?

Accepted Answer

Attempt contact through multiple channels and document all attempts

Answer

Multiple contact attempts through various channels demonstrate due diligence and may uncover barriers to engagement.

(CCM) Certified Care Management Professional Practice Test