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CCMA · 8% of the exam

Communication and Customer Service practice questions

10 free Communication and Customer Service questions for the Certified Clinical Medical Assistant (CCMA) exam, each with the correct answer and an explanation for every option.

Start the questionsFree 10-question CCMA quiz

What this domain covers

Communicating with patients and colleagues, including difficult conversations and diverse needs.

Exam weight
8%
On a real exam
≈ 14 questions
In our bank
48 questions

Topics that come up most

  • Therapeutic communication techniques
  • Barriers to communication
  • Telephone and electronic communication
  • Cultural sensitivity
  • Handling difficult patients

How to study it

Pick the answer that is respectful, clear and patient-centred; these questions reward professionalism over speed.

Sample Communication and Customer Service questions

Try each one before opening the answer. Original questions written to the official exam objectives.

  1. Question 1

    The provider has just told a patient she has type 2 diabetes and ordered home blood glucose monitoring. The medical assistant is asked to reinforce the monitoring instructions. Which approach best supports the patient's understanding?

    • AUse correct medical terms throughout so the patient learns the vocabulary her providers will use
    • BGive her a detailed printed brochure on diabetes and ask her to call the office with any questions
    • CUse everyday words, start with the most important steps, and cover the information in short chunks
    • DExplain every aspect of the condition in one complete session so that nothing important is left out
    Show answer and explanation

    Answer: C) Use everyday words, start with the most important steps, and cover the information in short chunks

    When reinforcing a provider's instructions, the MA should use plain, everyday language, start with the most important points, and break information into short chunks, not rely on jargon, handouts alone, or long explanations.

    • AIncorrect. Medical jargon makes it harder for patients to understand. Plain-language guidance says to use words the patient already knows and explain any term that can't be avoided.
    • BIncorrect. Written materials can support teaching, but no printed resource fully replaces one-on-one teaching. The patient also may not read or understand the brochure.
    • CCorrect. Plain language means using words the patient knows, leading with the most important message, and breaking information into manageable chunks, so she understands it the first time.
    • DIncorrect. Too much information at once overwhelms a newly diagnosed patient. Focus on the key steps first and present them in small chunks.

  2. Question 2

    How should a medical assistant help a patient with low vision complete forms?

    • ASkip the forms entirely
    • BAsk them to bring someone else every time
    • COffer large print or read the form aloud
    • DSpeak more loudly
    Show answer and explanation

    Answer: C) Offer large print or read the form aloud

    • AIncorrect. Required forms still need completing.
    • BIncorrect. Offer accommodations first.
    • CCorrect. Accommodations support independence.
    • DIncorrect. The issue is vision, not hearing.

  3. Question 3

    A caller's question needs the provider's input. The medical assistant should:

    • AAnswer with a best guess
    • BTake a full message and arrange a callback
    • CTell them to call back next week when the provider is free
    • DHang up
    Show answer and explanation

    Answer: B) Take a full message and arrange a callback

    • AIncorrect. Clinical questions go to the provider.
    • BCorrect. Don't guess at clinical answers.
    • CIncorrect. Arrange a timely callback.
    • DIncorrect. That's unprofessional.

  4. Question 4

    A caller asks for a patient's test results. What must happen first?

    • ARead the results to anyone who asks
    • BVerify who is calling
    • CEmail the results to the caller
    • DFax the results to the caller's work
    Show answer and explanation

    Answer: B) Verify who is calling

    • AIncorrect. This would violate HIPAA.
    • BCorrect. Results are shared only with the patient or authorized people after verifying identity.
    • CIncorrect. Identity and authorization must be confirmed first.
    • DIncorrect. Identity and authorization must be confirmed first.

  5. Question 5

    Which question is an example of clarifying during an interview?

    • A'You're fine, right?'
    • B"What do you mean by dizzy?"
    • C"Why didn't you come in sooner when this first started?"
    • D'Let's move on.'
    Show answer and explanation

    Answer: B) "What do you mean by dizzy?"

    • AIncorrect. That's leading.
    • BCorrect. It helps the patient explain further.
    • CIncorrect. That can sound judgmental.
    • DIncorrect. That cuts off the patient.

  6. Question 6

    Assertive communication is best described as:

    • AAvoiding all disagreement to keep the peace
    • BYelling to make a point
    • CStating needs clearly and respectfully
    • DUsing sarcasm
    Show answer and explanation

    Answer: C) Stating needs clearly and respectfully

    • AIncorrect. That's passive.
    • BIncorrect. That's aggressive.
    • CCorrect. It's neither passive nor aggressive.
    • DIncorrect. That's passive-aggressive.

  7. Question 7

    While a patient is talking, the medical assistant should avoid:

    • AMaking eye contact
    • BChecking a personal phone
    • CNodding
    • DAsking clarifying questions
    Show answer and explanation

    Answer: B) Checking a personal phone

    • AIncorrect. Eye contact shows attention.
    • BCorrect. It signals that the patient isn't a priority.
    • CIncorrect. Nodding shows attention.
    • DIncorrect. Those help understanding.

  8. Question 8

    While taking vital signs, a patient asks a medical assistant whether a slightly high glucose result on a recent lab report means they have diabetes. The provider has not yet reviewed the results with the patient. What is the best response?

    • ATell the patient the results look borderline based on the reference range printed on the report
    • BSuggest that the patient look up the result on a reputable health website to understand it
    • CTell the patient the provider will interpret the results and can discuss them at the next routine visit
    • DExplain that the provider interprets lab results, and let the provider know the patient has this question
    Show answer and explanation

    Answer: D) Explain that the provider interprets lab results, and let the provider know the patient has this question

    When a patient asks something the medical assistant can't or shouldn't answer, such as what lab results mean, the medical assistant should say so honestly and pass the question to the provider promptly, rather than guessing, deflecting, or delaying.

    • AIncorrect. Interpreting results and suggesting a diagnosis is outside the medical assistant's scope of practice. A partial answer like this can confuse or alarm the patient.
    • BIncorrect. Reputable sites are good for general education, but this sends the patient off without an answer to a question that only the provider can answer for their specific case.
    • CIncorrect. It correctly leaves interpretation to the provider, but it puts the patient's concern off with no follow-up today. The medical assistant should pass the question on now.
    • DCorrect. The medical assistant honestly says the question is outside their role, makes sure it reaches the provider who can answer it, and tells the patient who will address the concern. This keeps the patient's trust and stays within scope.

  9. Question 9

    What is proper telephone etiquette before placing a caller on hold?

    • AAsk if they can hold and wait for an answer
    • BPut them on hold without saying anything
    • CHang up and call back later
    • DTell them to call a different office
    Show answer and explanation

    Answer: A) Ask if they can hold and wait for an answer

    • ACorrect. Asking permission and waiting for a reply is courteous.
    • BIncorrect. This is discourteous.
    • CIncorrect. This may lose the caller.
    • DIncorrect. This does not help the caller.

  10. Question 10

    When leaving a voicemail for a patient, the medical assistant should:

    • AState the test results in detail so they know right away
    • BGive minimal information, like a name and number
    • CMention the diagnosis
    • DLeave the patient's Social Security number
    Show answer and explanation

    Answer: B) Give minimal information, like a name and number

    • AIncorrect. That risks a privacy breach.
    • BCorrect. Others may hear the message.
    • CIncorrect. That risks a privacy breach.
    • DIncorrect. That's never appropriate.

Communication and Customer Service: FAQs

How much of the CCMA exam is Communication and Customer Service?

Communication and Customer Service is 8% of the CCMA exam by the official exam guide's weighting, which on a 180-question form works out to roughly 14 questions. The real exam's exact split varies by form.

What does the Communication and Customer Service domain cover?

Communicating with patients and colleagues, including difficult conversations and diverse needs.

How should I study Communication and Customer Service for CCMA?

Pick the answer that is respectful, clear and patient-centred; these questions reward professionalism over speed.

Where can I practise more Communication and Customer Service questions?

This page has 10 free Communication and Customer Service questions with answers. The ExamWize CCMA question bank has 48 questions in this domain. Every practice exam result breaks your score down by domain, and Review Mode re-drills the questions you missed.

Other CCMA topics

Also: 15 free questions across all topics, the CCMA cheat sheet and the study guide.

Get Communication and Customer Service exam-ready

The full CCMA bank has 48 Communication and Customer Service questions. Timed practice exams match the real exam's length and domain weights, every result shows your score per domain, and Review Mode re-drills the questions you missed.

See the full CCMA practice examsTake the free diagnostic

Not affiliated with NHA; questions are original, written from the official exam outline, and never copied from the real exam.