CTC Patient Engagement & Communication Skills 2

Question 1

A telehealth coordinator notices a patient repeatedly reschedules video visits. Which engagement strategy is MOST appropriate first?

Accepted Answer

Conduct a barrier assessment to identify scheduling obstacles

Answer

A barrier assessment identifies specific obstacles—technology access, work schedule, caregiver burden—so the coordinator can tailor solutions.

Question 2

When sending a secure message to a patient about lab results, a CTC should primarily ensure the message is:

Accepted Answer

Free of medical jargon and written at a 6th–8th grade level

Answer

Health literacy best practice recommends plain language at a 6th–8th grade reading level to maximize patient comprehension.

Question 3

Which tool BEST measures patient activation and readiness to self-manage chronic conditions in a telehealth context?

Accepted Answer

Patient Activation Measure (PAM)

Answer

The Patient Activation Measure (PAM) quantifies a patient's knowledge, skills, and confidence for self-management, directly informing engagement strategies.

Question 4

During a video visit, a patient's audio cuts out intermittently. The BEST immediate action by the coordinator is to:

Accepted Answer

Ask the patient to switch to telephone audio while maintaining video

Answer

Switching to telephone audio while keeping video preserves visit continuity and clinical value without full session loss.

Question 5

A CTC is supporting a Deaf patient for an upcoming telehealth visit. The FIRST step is to:

Accepted Answer

Arrange a qualified sign language interpreter through the platform

Answer

The ADA requires a qualified interpreter, not a family member or automated captions alone, to ensure effective communication.

(CTC) Certified Telehealth Coordinator Practice Test

(CTC) Certified Telehealth Coordinator Practice Test

CTC Patient Engagement & Communication Skills 2