1) A patient is complaining that they were billed incorrectly. What is your best first response? a) Say it’s not your department and direct them elsewhere. b) Apologize, listen to their concern, and explain we have a department that handles billing and offer to connect them to the right department. c) Tell them that billing errors happen, and they’ll need to be patient. d) Defend the clinic’s billing policy and avoid further discussion. 2) A patient arrives 25 minutes late for their new patient registration appointment and is upset when told they may have to reschedule. What is the most professional response? a) "You should have planned better. We can't help you now." b) "Unfortunately, we can't accommodate you. Please come back another day." c) "You're late. We have other patients to see who are on time." d) "I can understand how frustrating that is. We can go ahead and complete your registration, and I will check with the provider to see if we can still fit you in today." 3) You overhear a coworker giving incorrect information to a patient. What should you do? a) Correct them publicly while the patient is there to avoid the spread of misinformation. Then contact supervisor. b) Stay quiet—it’s not your responsibility. Report to supervisor after the interaction. c) Pull your coworker aside and discuss the correct information privately. Take ownership of the error and ensure the patient receives accurate guidance. d) Report the coworker to your supervisor immediately without trying to resolve the issue. 4) A patient becomes agitated and begins raising their voice in the waiting room. What is the best approach? a) Ignore the behavior. It will pass. b) Calmly and respectfully ask the patient to step aside to a private area so you can understand and address their concerns. c) Yell back to assert control d) Do not take it personally and say, “I really wanted to help you, but I am having trouble with you yelling at me”. 5) Which of the following demonstrates active listening during a patient interaction either through a phone call or in-person? a) Nodding, repeating key points, respond “YES” in low volume to express understanding and ask follow-up questions to be engaged with the patient. b) Checking your phone while the patient speaks. c) Multi-task while listening to the patient talk. Any information that you don’t gather, ask the patient to repeat. d) Saying "uh-huh, yeah, nope" repeatedly without engagement. 6) A patient expresses frustration over long hold time. What is the most professional and empathetic response? a) “I can understand how waiting on hold can become frustrating. However, I appreciate your patience, and I am doing my best to get you connected with a representative”. b) “I’m sorry, we’re short-staffed however I am doing my best to connect you to someone.” 7) Which of the following best reflects professional telephone etiquette? a) Answering with a friendly greeting, identifying yourself and the clinic, and offering assistance. b) Putting the caller on hold immediately without asking c) Answering with “Yeah?” d) Speaking quickly to get the call over with 8) Patient’s spouse calls asking for information about patient’s treatment. No prior permission/authorization documented on the EHR from patient to speak to anyone. What is your response? a) “I see your spouse is being treated here but I cannot give additional information”. b) “Yes, it looks like your spouse is having treatment here at MD Anderson”. c) “Yes, let me transfer you to the clinic”. d) “Unfortunately, I have no information about the patient”. 9) How long should you leave a patient on hold without checking in? a) A) As long as needed, as long as PAR/PSC is working on their request and checking with the patient when they can. b) No longer than 1–2 minutes without a status update. PAR/PSC needs to check with the patient and provide a status update after 2 minutes. c) 10 minutes, provided PAR/PSC is diligently working on patient’s request. d) Until they hang up 10) What is an appropriate action if you need to place a caller on hold? a) Muting the patient without asking permission while PAR does documentation. b) Say, “Hold on a second so I could assist you further,” and press the hold button. c) “Would you mind if I put you on hold for around 2 minutes?” – Wait for the patient’s response before moving forward. d) Place them on hold immediately without saying anything. 11) Which of the following behaviors creates a negative impression over the phone? a) Smiling while you talk b) Speaking clearly and professionally c) Asking patient to repeat to confirm accuracy of information collected. d) Repeatedly asking patient to give information that they have already provided. 12) You accidentally disconnect a patient who has been on hold. What should you do? a) Hope they call back b) Ignore it since you’re busy. c) Notify a supervisor immediately d) Call the patient back, apologize sincerely, and continue helping them 13) Which tone of voice is most appropriate when speaking with patients on the phone? a) Flat and monotone to sound serious b) With a smile, respectful, and with the same tone and pacing that mirror the same cadence patient is speaking. c) Fast and energetic d) Loud and impatient 14) Why should a hospital representative use the preferred patient’s name during a call? a) To shorten the call b) To comply with billing codes c) To complete a survey d) To personalize the conversation, build trust, and respect the patient’s preference. 15) A patient is speaking very quickly and emotionally. What is the best way to ensure clarity? a) Interrupt and ask them to slow down b) Say “Calm down” repeatedly c) Use active listening, ask clarifying questions, and repeat key information back d) Let them talk without saying anything

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