Customer Service & Communication Flashcards

A patient calls to ask about another patient's condition, claiming to be a close friend. The PAR should:

Answer: Confirm the caller's identity and check for an authorized release of information on file

HIPAA requires verifying authorization before disclosing any PHI, even general status updates, to anyone other than the patient.

Which of the following BEST describes 'active listening' in a patient interaction?

Answer: Maintaining eye contact, nodding, and paraphrasing the patient's concerns

Active listening involves full engagement through nonverbal cues and paraphrasing to demonstrate understanding and build patient trust.

A patient becomes verbally aggressive at the registration desk. After attempting to de-escalate calmly, the situation is not improving. The PAR should:

Answer: Follow facility protocol, which may include involving security or a supervisor

When de-escalation fails, following facility safety protocols — including involving security or supervisors — protects both staff and other patients.

When calling a patient to confirm their appointment, the PAR should identify themselves as calling from:

Answer: A general healthcare organization name without specific department details if PHI could be exposed

The PAR should identify the organization without disclosing clinical details in case someone other than the patient answers the phone.

A patient with a hearing impairment arrives for registration. The MOST appropriate accommodation is to:

Answer: Write key registration information and use face-to-face communication to allow lip reading

Written communication and clear face-to-face interaction are practical, respectful accommodations under ADA requirements for hearing-impaired patients.

Which statement BEST reflects patient-centered communication?

Answer: 'Our policy requires insurance verification; how can I help make that process easier for you today?'

Patient-centered communication acknowledges policies while focusing on helping the individual, using a respectful and collaborative tone.

What is the purpose of using open-ended questions during patient registration?

Answer: To gather richer information about the patient's needs and concerns

Open-ended questions encourage patients to provide detailed responses, revealing information that yes/no questions would miss.