CEC Client Communication & Cultural Competency 5

Question 1

A client who experienced domestic violence requests that no information be shared with their spouse, who is also on the plan. The counselor should:

Accepted Answer

Honor the request and flag the account for confidential communications per applicable privacy protections

Answer

Survivors of domestic violence have rights to confidential communications under ACA and HIPAA, which counselors must honor.

Question 2

Which of the following is a key indicator that an enrollment counselor is practicing active listening?

Accepted Answer

Summarizing the client's main points and asking clarifying questions

Answer

Summarizing and asking clarifying questions demonstrates genuine engagement and comprehension of the client's message.

Question 3

When working with a transgender client, a culturally competent enrollment counselor should FIRST:

Accepted Answer

Use the client's stated name and pronouns and ensure their identity documents are not required to match

Answer

Using a client's stated name and pronouns and not requiring matching identity documents affirms their identity and reduces barriers to enrollment.

Question 4

A counselor realizes mid-appointment that they provided incorrect information about a plan's drug formulary. The correct action is to:

Accepted Answer

Correct the error immediately, apologize, and provide accurate information

Answer

Immediate correction maintains trust, supports informed decision-making, and is an ethical obligation.

Question 5

Which of the following BEST describes motivational interviewing as used in enrollment counseling?

Accepted Answer

Using open-ended questions and reflective listening to help clients explore their own motivations for enrolling

Answer

Motivational interviewing draws out a client's intrinsic motivation through open questions and reflection rather than external persuasion.

(CEC) Certified Enrollment Counselor Practice Test