Multiple Choice



Ethical Customer Service and Confidentiality Knowledge Check

Answer the following multiple -choice questions by circling the letter corresponding to the correct answer.

1. Which of the following statements are examples of ethical behavior toward beneficiaries and/or co-workers?

A. Treating co-workers with respect and dignity

B. Trying to understand a beneficiary’s viewpoint

C. Eliminating negative comments about beneficiaries

D. All of the above

E. A and B only

F. A and C only

2. Circle the definition of ethics:

A. The involvement of difficult or subtle questions of right and wrong behavior applied according to circumstances

B. The application of specific behavioral guidelines to particular circumstances

C. The involvement of characteristics such as tact and diplomacy according to circumstances

D. The application of religious or political beliefs applied according to circumstances

3. The CMS customer service mission is:

A. To continuously support the implementation of policy and legislation that affects the Medicare beneficiary population

B. To continuously improve Medicare beneficiary customer satisfaction through the delivery of high-quality and cost-effective customer service

C. To continuously support the implementation of ethical customer service guidelines

D. To continuously improve beneficiary customer satisfaction through the accurate implementation of policy and legislation and the delivery of high-quality customer service

4. Which of the following is an example of beneficiary information that should kept confidential according to the law?

A. Telephone number

B. Veteran status

C. Medical history

D. Birth date

E. All of the above

F. A, B, and C only

G. A, C, and D only

5. Which of the following is NOT a violation of beneficiary confidentiality?

A. Writing down a reminder of your computer password on a sticky note

B. Discussing details about a beneficiary’s difficult medical history with a co-worker during your lunch break

C. Giving a beneficiary’s telephone number to your supervisor when you need assistance

D. Asking a beneficiary a personal question about his or her medical condition in order to show support and concern

Complete the following statements about Medicare customer service by circling the correct answer.

1. It is ethical to state to a beneficiary that your computer system is down ONLY if it is the most polite way of ending a call.

A. True

B. False

2. Beneficiary information should only be used, viewed, or accessed for a valid business reason.

A. True

B. False

3. The Confidentiality Act of 1974 is the primary piece of legislation that governs the confidentiality of beneficiary information.

A. True

B. False

4. The penalty associated with violating the confidentiality of beneficiary information is immediate termination of employment.

A. True

B. False

5. A beneficiary’s medical history and circumstances can be discussed with family and friends if the beneficiary’s name, Social Security number, and HIC number are not mentioned.

A. True

B. False

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Name: ________________________________________

Date: ________________________________________

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