This work is funded by the National Science Foundation
Advanced Technological Education Grant 1003223

The CAHIMS Exam Preparation Course and the CAHIMS exam are the result of collaboration between the Life Science
Informatics Center at Bellevue College and the Healthcare Information and
Management Systems Society (HIMSS).
Significant content found in the CAHIMS
Exam Preparation Course stems from the
Office of the National Coordinator for
Health Information Technology. Creation of the CAHIMS Exam Preparation Course and the CAHIMS exam was made possible through support from the National
Science Foundation (NSF).
Curriculum Team:
Margaret Schulte, DBA
Michèle Royer, PhD
Nathan Savage, MLIS
This work is funded by the National Science Foundation
Advanced Technological Education Grant 1003223

Section 9 - Professionalism and Communication Skills
Lesson 9.3 - Professionalism and Customer Service
Assessment Questions Answer Key
Lectures 1 & 2
1. The culture of healthcare IT can be described primarily as __________ a. reactionary. b. retrospective.
*c. service. d. tangible.
Answer: c.) service.
Lecture(s)/Slide(s): 1/5
2. The definition of customer service, in terms of the assistance and courtesy granted to those who patronize a business, includes the word
*a. degree. b. appearance. c. expectation. d. process.
Answer: a. degree
Lecture(s)/Slide(s): 1/3, 4
3. Which is the primary consumer of Health Information Technology in relation to the ARRA HITECH ACT? a. Hospitals
*b. Clinicians c. Patients d. Health Information Management professionals
Answer: b. Clinicians
Lecture(s)/Slide(s): 1/7
This work is funded by the National Science Foundation
Advanced Technological Education Grant 1003223
Page 1

4. Which is the duty of the chief medical information officer?
*a. Ensuring compliance with government mandates b. Answering escalated Help Desk calls c. Guiding clinicians in patient care d. Debugging IT system forms
Answer: a. Ensuring compliance with government mandates
Lecture(s)/Slide(s): 1/11
5. Which list of words summarizes the process of customer service management?
*a. Analyze, execute, monitor b. Present, educate, entrust c. Implement, investigate, evaluate d. Assess, strategize, construct
Answer: a. Analyze, execute, monitor
Lecture(s)/Slide(s): 2/3-17
6. Which option is the key factor to guiding, motivating, and managing healthcare customers in EHR implementation? a. Knowledge of HIT systems in the IT staff b. Strong leadership skills of the executives c. Knowledge of contracts by administrative staff
*d. Knowledge of benefits by clinical staff
Answer: d. Knowledge of benefits by clinical staff
Lecture(s)/Slide(s): 2/11
Lecture 3
7. A professional appearance is an important part of professionalism. The goal of maintaining a professional appearance can best be described as a. being seen as neat and tidy in the workplace. b. ensuring that the focus is on your work and message. c. staying within current fashions and styles.
*d. earning the respect of managers and co-workers.
Answer: d. ensuring that the focus is on your work and message.
This work is funded by the National Science Foundation
Advanced Technological Education Grant 1003223
Page 2

Lecture(s)/Slide(s): 3/22
8. To be successful in their roles, the most important thing IT professionals need to do is a. understand contextual norms and healthcare roles. b. be aware of disability and diversity etiquette. c. remember to be conservatively dressed and groomed.
*d. exhibit professional demeanor and deportment.
Answer: d. exhibit professional demeanor and deportment.
Lecture(s)/Slide(s): 3/21
9. Using an emotional tone in communications is a good idea when
*a. you are talking to a distressed user. b. you are chatting with colleagues and other staff. c. you are speaking with patients and their families. d. you are among personal friends.
Answer: a. you are talking to a distressed user.
Lecture(s)/Slide(s): 3/10
10. An outpatient patron of Health Valley Hospital has dinner at a local restaurant where he and other diners overhear Henry, a HIT employee of Health Valley
Hospital, complaining about the functional manager’s inefficiency, the extra work he must do, and the poor conditions of the IT office. What is most affected by
Henry’s comments? a. The reputation of the IT office b. The functional manager’s reputation
*c. Health Valley Hospital’s reputation d. Henry’s professional reputation
Answer: c. Health Valley
Hospital’s reputation
Lecture(s)/Slide(s): 3/13
11. Performance evaluations, peer observations, self-assessments, and continuing education classes are classified as: a. Work Assessments b. HIT mandates
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Advanced Technological Education Grant 1003223
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c. Reflection for Professionalism
*d. Professional Development
Answer: d. Professional Development
Lecture(s)/Slide(s): 3/11
Lecture 4
12. The purpose of professional communication is to
*a. insure that professionals succeed in their roles and assigned tasks. b. enhance your professional demeanor and deportment. c. earn the respect of your co-workers, employer, and patients. d. develop healthy work relationships and teams.
Answer: a. insure that professionals succeed in their roles and assigned tasks.
Lecture(s)/Slide(s): 4/3
13. The central idea for professional communication in a healthcare environment is:
*a. Quality patient care and safety b. HITECH implementation c. Cost-effective decision making d. Educating support staff
Answer: a. Quality patient care and safety
Lecture(s)/Slide(s): 4/3
14. One-way communication is what happens when you a. successfully write an email or report.
*b. are unsuccessful in conveying your message. c. receive a voice mail message. d. give an oral presentation.
Answer: b. are unsuccessful in conveying your message.
Lecture(s)/Slide(s): 4/5
This work is funded by the National Science Foundation
Advanced Technological Education Grant 1003223
Page 4

15. A sign that you have communicated effectively is that a. no one asks any questions.
*b. people comment or nod. c. the staff goes back to work. d. someone says, “Okay.”
Answer: b. people comment or nod.
Lecture(s)/Slide(s): 4/4
16. Sharing personal information with co-workers is a. acceptable if you work with them on projects. b. okay at work if you are personal friends with them.
*c. not a part of effective professional communication. d. unacceptable only if they are your superiors.
Answer: c. not a part of effective professional communication.
Lecture(s)/Slide(s): 4/15,16
17. Which healthcare professional is commonly the final measure for quality control in patient care? a. Clinicians
*b. Nurses c. Ancillary personnel d. Pharmacist
Answer: b. Nurses
Lecture(s)/Slide(s): 4/9
18. Electronic communication has a. the same guidelines as phone communication. b. the same guidelines as face-to-face communications. c. its own set of guidelines.
*d. a blend of face-to-face and phone guidelines.
Answer: d. A blend of face-to-face and phone guidelines.
Lecture(s)/Slide(s): 4/14,15,16
This work is funded by the National Science Foundation
Advanced Technological Education Grant 1003223
Page 5

19. When speaking with co-worker who uses an interpreter you should
*a. face and talk to your co-worker. b. face and talk to the interpreter. c. be sure that your face is in the light. d. keep your hands away from your face.
Answer: a. face and talk to your co-worker.
Lecture(s)/Slide(s): 4/19
20. The central idea for professional communication in a healthcare environment is:
*a. quality patient care and safety b. HITECH implementation c. cost-effective decision making d. educating support staff
Answer: a. Quality patient care and safety
Lecture(s)/Slide(s): 4/3
21. Dr. Quick is frustrated because he is experiencing a language barrier with his patients. How should a professional HIT employee assist the physician? a. Arrange for a translator to help the physician b. Sign the physician up for language courses c. Show the patients how to use Google’s translation Website
*d. Provide technological resources to remove the barrier
Answer: d. Provide technological resources to remove the barrier
Lecture(s)/Slide(s): 4/6, 7
22. Which title describes physical therapist, HIT managers, radiologists, and nutritionists? a. Auxiliary Health Professionals b. Secondary Support Systems
*c. Allied Health Professionals d. Aligned Health Professionals
Answer: c. Allied Health Professionals
Lecture(s)/Slide(s): 4/10
This work is funded by the National Science Foundation
Advanced Technological Education Grant 1003223
Page 6

Lectures 5, 6 & 7
23. An assumption of human communication is that a. communication is a work in process. b. communication is transformational. c. communication is linear.
*d. communication is multidimensional.
Answer: d. communication is multidimensional.
Lecture(s)/Slide(s): 5/4, 5, 6
24. A person in a conversation with their manager is conveying conflicting verbal and nonverbal components of a message. Which one of the following is a true statement? a. The manager will more likely believe the verbal components. b. The verbal component overrides the nonverbal component
*c. The manager will more likely believe the nonverbal components. d. The manager is not aware of the conflict in message components.
Answer: c. The manager will more likely believe the nonverbal components.
Lecture(s)/Slide(s): 6/7
25. Which one of the following statements is true? a. A light touch is always appropriate in a healthcare professional-to-professional conversation. b. Making continuous eye contact in a work place conversation can last up to 13 seconds before it is considered intimidation. c. Professional-to-professional verbal communication is usually held at 2.5 feet apart.
*d. Nonverbal communication accounts for a higher percentage of communication effectives than does verbal communication.
Answer: d. Nonverbal communication accounts for a higher percentage of communication effectives than does verbal communication.
Lecture(s)/Slide(s): 6/5
This work is funded by the National Science Foundation
Advanced Technological Education Grant 1003223
Page 7

26. In regards to paper-based media and email communications, which of the following is most productive when attempting to engage the receiver?
*a. Concise and purposeful content b. Knowing the audience c. Use of correct grammar d. Use of commonly formatted graphics
Answer: a. Concise and purposeful content
Lecture(s)/Slide(s): 7/3, 4, 5
27. The HIT professional must maintain an organized email account for all the following reasons EXCEPT: a. Ready access to previous communications
*b. Minimize the risk of losing patient information c. Maintain the records of contracts for projects d. Prioritize a timely response to emails
Answer: b. Minimize the risk of losing patient information
Lecture(s)/Slide(s): 7/14
28. All of the following describe the purpose of effective listening skills EXCEPT: a. To identify the warranted subsequent steps in the current project b. To decrease ambiguity which could lead to costly mistakes
*c. To remove personal biases toward the messenger d. To confirm the communicator’s message and obtain understanding
Answer: c. To remove personal biases toward the messenger
Lecture(s)/Slide(s): 7/21, 22, 23, 24, 25
29. When communicating with someone of a different culture a good rule to follow is: a. Communicate in the same manner as to someone of your own culture.
*b. Use the culturally diverse communicator’s mannerism to learn appropriate practices. c. Ask their coworkers to explain your communications. d. Modify all your communications to accommodate those of diverse cultures.
Answer: b. Use the culturally diverse communicator’s mannerism to learn appropriate practices.
This work is funded by the National Science Foundation
Advanced Technological Education Grant 1003223
Page 8

Lecture(s)/Slide(s): 7/26
30. Which of the following is the most important reason for developing and controlling one’s tone of voice?
*a. Tone of voice more strongly influences the receiver’s perception of the sender than the content of the communication b. One’s tone of voice can convey the encouragement and support needed to accept changes c. An irritating tone of voice causes a receiver to discredit or avoid the sender’s communication d. A condescending tone of voice is unacceptable when working in a healthcare setting
Answer: a. Tone of voice more strongly influences the receiver’s perception of the sender than the content of the communication
Lecture(s)/Slide(s): 7/19, 20
Lecture 8
31. Text messaging and email can be described as
*a. short text communications from one device to another. b. personal communications with family or friends. c. professional communications with co-workers. d. short, abbreviated communications from Twitter.
Answer: a. short text communications from one device to another.
Lecture(s)/Slide(s): 8/5
32. Business communications are considered to be
*a. communications necessary to do your work. b. written communications on company letterhead. c. communications that occur during working hours. d. communications that have your signature on them.
Answer: a. communications necessary to do your work.
Lecture(s)/Slide(s): 8/8
This work is funded by the National Science Foundation
Advanced Technological Education Grant 1003223
Page 9

33. Texting or emailing during meetings is not acceptable when a. you are speaking, but is fine otherwise. b. someone is speaking to you, but is fine otherwise.
*c. the meeting has begun and is in session. d. you are sitting next to your supervisor.
Answer: c. the meeting has begun and is in session.
Lecture(s)/Slide(s): 8/12
34. When is it acceptable to use the Internet for personal purposes using company communication devices? a. Once in a while b. Any time you want c. Not at any time
*d. During an emergency
Answer: d. During an emergency
Lecture(s)/Slide(s): 8/15, 16
35. When using work-supplied communication devices, you can expect that a. personal messages to family are private.
*b. their use can be monitored by your employer. c. use may be monitored only during work hours. d. you may use them for work and personal purposes.
Answer: b. their use can be monitored by your employer
Lecture(s)/Slide(s): 8/18, 19
36. Uploading or downloading Internet materials during work hours is acceptable a. if you don’t see a copyright symbol ©. b. if the Webpage doesn’t expressly forbid it.
*c. only if you are directed to by your organization. d. when not expressly forbidden by your organization.
Answer: c. only if you are directed to by your organization.
Lecture(s)/Slide(s): 8/16
This work is funded by the National Science Foundation
Advanced Technological Education Grant 1003223
Page 10

37. Which example would ensure an appropriate employee/employer relationship? a. Socializing on Facebook outside of the working hours b. Posting comments about how to improve your workplace on social media sites c. Taking pictures and videos in the workplace and posting them on Facebook
*d. Using Twitter to learn of the organizations’ latest updates
Answer: d.Using Twitter to learn of the organizations latest updates
Lecture(s)/Slide(s): 8/14, 21
This work is funded by the National Science Foundation
Advanced Technological Education Grant 1003223
Page 11