PAR Customer Service & Communication 3

Question 1

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

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

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:

Accepted Answer

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

Answer

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:

Accepted Answer

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

Answer

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:

Accepted Answer

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

Answer

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

(PAR) Patient Access Representative Certification Practice Test

(PAR) Patient Access Representative Certification Practice Test

PAR Customer Service & Communication 3