Module 3 Quiz – Communication and Customer Service

By Nancy Kimmel, MSN, FNP / May 12, 2026

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Question 1 of 15

1. Question

When communicating with a 4-year-old pediatric patient, which of the following is the most effective strategy?

Using complex medical terminology to be precise.
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Speaking loudly and quickly to keep their attention.
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Getting down to their eye level and using simple, direct language.
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Directing all communication to the parent to save time.
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Question 2 of 15

2. Question

A medical assistant is reviewing a patient’s medical record and sees a note about a referral to a specialist. The assistant should verify that the record contains which of the following?

The patient's opinion of the specialist.
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A copy of the specialist's fee schedule.
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The complete referral form and any authorization numbers.
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The specialist's home phone number.
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Question 3 of 15

3. Question

A prescription is written for 10 units of insulin. How should this be written to avoid ambiguity?

10 U insulin
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10 IU insulin
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10 units insulin
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10.0 units insulin
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Question 4 of 15

4. Question

The “VIRTUAL” mnemonic is a study aid for telehealth communication. What does the “R” stand for?

Rapport
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Record
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Resolve
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Refer
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Question 5 of 15

5. Question

Which of the following is a key benefit of using an Electronic Medical Record (EMR) system over paper records?

Lower initial setup cost.
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No need for staff training.
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Improved accessibility for multiple users simultaneously.
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Complete immunity from data loss or security breaches.
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Question 6 of 15

6. Question

When documenting a focused respiratory assessment, a CCMA notes the patient’s respiratory rate is 26/min and they are using accessory muscles. What does this documentation imply about the patient’s condition?

The patient is breathing comfortably.
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The patient is experiencing an increased work of breathing.
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The patient has a foreign body obstruction.
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The patient's respiratory status is stable and within normal limits.
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Question 7 of 15

7. Question

A construction worker comes to the clinic after an object fell on his forearm. He complains of intense pain, and the CCMA notes the arm is pale and cool to the touch. Which of the following is the most critical next step?

Offer the patient an ice pack.
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Immediately notify the provider.
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Ask the patient about their tetanus shot status.
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Measure the range of motion of the wrist.
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Question 8 of 15

8. Question

A CCMA is reviewing a patient’s food diary. The patient reports eating a lot of processed foods and sugary drinks. The CCMA should identify that this patient is at risk for which of the following conditions?

Anemia
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Osteoporosis
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Type 2 diabetes
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Hypothyroidism
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Question 9 of 15

9. Question

A patient’s account has a balance of $250 that is 75 days past due. According to a typical collection process, what would be the most appropriate next step?

Send the account to a collection agency.
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Make a follow-up phone call to the patient.
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Write off the balance as uncollectible.
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Send a gentle reminder letter.
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Question 10 of 15

10. Question

While documenting a patient’s vital signs in the EMR, you realize you entered the blood pressure for the wrong patient. What is the correct procedure to fix this error?

Delete the incorrect entry.
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Create a new entry and note the error in the comments.
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Use the EMR's amendment or addendum feature to correct the entry, ensuring the original entry is still visible.
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Ask the provider to correct the entry for you.
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Question 11 of 15

11. Question

The mnemonic ‘ARM-LEGS’ is a study aid for remembering the steps for accurate blood pressure measurement. What does the ‘L’ stand for?

Listen carefully
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Lower the arm
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Legs uncrossed
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Large cuff size
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Question 12 of 15

12. Question

A patient is brought to the clinic in a state of shock with a dangerously low blood pressure. Which position can be used to help improve blood flow to the brain?

Reverse Trendelenburg
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Fowler's
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Trendelenburg
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Supine
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Question 13 of 15

13. Question

A patient is showing signs of swelling, coolness, and pain at their IV site. The CCMA should suspect which of the following complications?

Phlebitis
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Allergic reaction
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Infiltration
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Fluid overload
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Question 14 of 15

14. Question

The “R” in the PQRST pain assessment mnemonic stands for:

Rating
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Relief
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Region/Radiation
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Response
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Question 15 of 15

15. Question

A child who weighs 44 lbs needs a medication dosed at 10 mg/kg. The child’s weight must first be converted to kilograms. What is the correct dose for this child?

20 mg
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200 mg
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440 mg
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44 mg
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