PAR Customer Service & Communication 3 — Questions and Answers
Question 1: A patient calls to ask about another patient's condition, claiming to be a close friend. The PAR should:
- Provide a general status update since the caller is not a direct threat
- Confirm the caller's identity and check for an authorized release of information on file (Correct answer)
- Redirect the caller to the nursing station
- Ask the patient's provider to handle the call
Correct 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.
Question 2: Which of the following BEST describes 'active listening' in a patient interaction?
- Completing documentation while the patient speaks to save time
- Maintaining eye contact, nodding, and paraphrasing the patient's concerns (Correct answer)
- Waiting for the patient to finish before beginning a scripted response
- Asking the patient to summarize their concern in one sentence
Correct 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.
Question 3: A patient becomes verbally aggressive at the registration desk. After attempting to de-escalate calmly, the situation is not improving. The PAR should:
- Match the patient's tone to establish authority
- Continue engaging in hopes the patient will eventually calm down
- Follow facility protocol, which may include involving security or a supervisor (Correct answer)
- Ask other patients in the waiting room to intervene
Correct 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.
Question 4: When calling a patient to confirm their appointment, the PAR should identify themselves as calling from:
- The doctor's personal office, to sound more personal
- A general healthcare organization name without specific department details if PHI could be exposed (Correct answer)
- An insurance company to ensure the patient takes the call
- An anonymous number to protect facility information
Correct 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.
Question 5: A patient with a hearing impairment arrives for registration. The MOST appropriate accommodation is to:
- Speak directly into the patient's ear loudly
- Write key registration information and use face-to-face communication to allow lip reading (Correct answer)
- Reschedule the patient for a time when an interpreter is on staff
- Ask the patient to bring a hearing aid next time
Correct 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.
Question 6: Which statement BEST reflects patient-centered communication?
- 'You need to have your insurance card at every visit or we cannot see you.'
- 'Our policy requires insurance verification; how can I help make that process easier for you today?' (Correct answer)
- 'I cannot help you until you calm down and speak respectfully.'
- 'This is not my department — you need to call billing directly.'
Correct 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.
Question 7: What is the purpose of using open-ended questions during patient registration?
- To speed up the registration process by eliminating unnecessary details
- To gather richer information about the patient's needs and concerns (Correct answer)
- To comply with Medicare billing requirements
- To reduce the number of follow-up calls needed after the visit
Correct 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.
PAR Customer Service & Communication 3
A patient calls to ask about another patient's condition, claiming to be a close friend.
The PAR should: