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actividad de aprendisaje y formacion en salud y atencion al cliente

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JUAN DAVID BASTO DE LOS RIOS

Colombia

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Froggy Jumps Actividad modulo 1 y 2Versión en línea actividad de aprendisaje y formacion en salud y atencion al cliente por JUAN DAVID BASTO DE LOS RIOS 1 What is HIPAA? a It's a law designed to protect people's information. b It's a law designed to ensure the security of patient information. c It's a technical standard designed to ensure the security of doctors' information. 2 Why do we need to learn what HIPAA is? a It's necessary to know how to avoid it. b It's necessary to learn the importance of protecting and securing patient information. c It's necessary to be able to use it internationally in other countries. 3 What does PHI mean? a Protected Health Information b Private Hospitalized Information c Personal Healthcare Identification 4 What information can be requested from the patient according to HIPAA? a Full name, date of birth, cellphone number b Name, account number, where are you calling from? c Full name, relationship to the patient, cellphone number 5 What information can be requested from the provider according to HIPAA? a Provider's name, where are you calling from?, provider's number, patient's full name, date of birth b Provider's name, where are you calling from?, patient's full name, date of birth, patient's number c Provider's name, provider's number, patient's full name, account number 6 What happens if someone calls requesting information about a patient? a The patient's personal information is categorically denied. b It must be checked whether the person is registered in the HIPAA database. c The information must be provided, as it must be a family member. 7 What information should be requested from a patient's family member if they call? a Family name, relationship, family member's phone, patient's full name, dob, patient's phone number b Full name, where are they calling from, relationship to the patient, account number c Patient's name, patient's phone number, date of birth 8 Which of the following is NOT a consequence of violating HIPAA? a Loss of credibility b Suspension and revocation of licenses c Gaining a new patient 9 Which of the following options represents the values that a health center should have? a Responsibility b Disrespect c Inefficiency 10 Which of the following options does NOT represent the values that a health center should have? a Solidarity b Compassion c Lack of transparency 11 According to recommendations for telephone care in the United States healthcare system, which of the following practices is essential? a Avoid listening too much to the patient to reduce call time. b Treat the person on the other end of the line as you would like to be treated. c Prioritize only urgent cases regardless of the quality of care. 12 Which of the following medical services are NOT currently offered by the company? a Primary care b Health programs c Specialized care 13 What relevant patient information can be found on the MySanitas website? a Information about HIPAA and the location of different Sanitas hospitals b Internal news from medical staff and administrative reports c Monthly financial results and investment data for the organization 14 Which of the following services can a patient access through the MySanitas website? a Schedule or manage medical appointments digitally b Request medical treatments without provider approval c Directly modify diagnoses recorded by the doctor 15 Which of the following statements best defines the concept of Active Listening? a Speaking quickly to reduce call time b Focusing completely on the caller, using phrases like “I see” or “I understand” to show attentivenes c Taking notes without verbally responding to the caller throughout the call. 16 Which of the following examples accurately reflects acknowledging the patient? a Remaining silent so as not to interrupt the patient, without giving verbal cues of listening b Repeating or paraphrasing what the patient said to confirm understanding c Changing the subject if the patient goes on for too long 17 Which of the following statements best represents an Empathy Statement? a I understand how you feel; I'll be here to help. b I need you to calm down so we can continue the call. c That's not my problem, but I'll try to look into your case. 18 Which of the following phrases demonstrates empathy according to the techniques studied? a What is your account number? b I've heard that before, please continue. c I'm so sorry, I know this must be a difficult situation for you. 19 Which of the following statements best describes the concept of Personalization? a Following a rigid script without allowing for variations b Avoiding mentioning the patient's name to maintain professional distance c Using the patient's name and tailoring the response to their specific needs 20 Which of these examples demonstrates personalization during the call? a The same applies to all members, regardless of their situation. b Based on what you've told me, Mr. Smith, let's review your case step by step. c I cannot use your name due to system policies. 21 Which of the following statements best explains what a recap is? a Ending the call quickly without reviewing the agreed-upon steps. b Asking new questions before hanging up to extend the conversation. c Repeating the main points of the call to ensure mutual understanding. 22 Which of the following examples represents a good recap at the end of the call? a let's review: your appointment is scheduled for Monday and you will receive a confirmation email b If you didn't understand, you'll have to call again. c We're finished now; you can decide what to do with the information. 23 Which of the following acronyms corresponds to the care model that includes the steps Hear, Empathize, Apologize, Respond, and Thank? a H.E.R.T.A. b H.E.A.R.T. c H.A.R.E.T. 24 Which of the following phrases best describes the word "hear" in a conversation? a I can help you when you're finished, but first I need you to listen to my instructions. b I'm reviewing your case; please wait while I validate the information. c I understand what you're saying; let me repeat what you told me to confirm. 25 Which of the following phrases best describes the word “empathize” in a conversation? a I can imagine how difficult it has been for you to go through this situation. b I need you to follow the steps exactly as I indicate them. c I'm going to review your case; don't worry for now. 26 Which of the following phrases best describes the word “apologize” in a conversation? a I understand what happened; let me double-check your information. b I'm very sorry about the situation; I understand it wasn't what you expected. c I'm going to transfer you to another department so they can better assist you. 27 Which of the following phrases best describes the word "respond" in a conversation? a Thank you for letting me know what happened, we really appreciate it. b I appreciate you sharing your experience with the service. c Let me check what happened and I'll explain how I'm going to fix it right away. 28 Which of the following phrases best describes the word “thank” in a conversation? a I'll look into what alternative I can offer to improve your situation. b Let me explain the steps I will take to resolve this. c Thank you for telling us about your situation; we truly appreciate it. 29 Which of the following options correctly represents the structure a call should have according to the established protocol? a Opening, PHI check, AER, paraphrasing, time frame, records, help, closing, survey b Greeting, immediate solution, optional survey, quick closure without validations c Data check, agent explains issue, auto transfer, and finish without structured closing

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OPEN UP 6 UNIT 1 VOCABULARY

Froggy Jumps

Actividad modulo 1 y 2Versión en línea

por JUAN DAVID BASTO DE LOS RIOS

What is HIPAA?

Why do we need to learn what HIPAA is?

What does PHI mean?

What information can be requested from the patient according to HIPAA?

What information can be requested from the provider according to HIPAA?

What happens if someone calls requesting information about a patient?

What information should be requested from a patient's family member if they call?

Which of the following is NOT a consequence of violating HIPAA?

Which of the following options represents the values ​​that a health center should have?

Which of the following options does NOT represent the values ​​that a health center should have?

According to recommendations for telephone care in the United States healthcare system, which of the following practices is essential?

Which of the following medical services are NOT currently offered by the company?

What relevant patient information can be found on the MySanitas website?

Which of the following services can a patient access through the MySanitas website?

Which of the following statements best defines the concept of Active Listening?

Which of the following examples accurately reflects acknowledging the patient?

Which of the following statements best represents an Empathy Statement?

Which of the following phrases demonstrates empathy according to the techniques studied?

Which of the following statements best describes the concept of Personalization?

Which of these examples demonstrates personalization during the call?

Which of the following statements best explains what a recap is?

Which of the following examples represents a good recap at the end of the call?

Which of the following acronyms corresponds to the care model that includes the steps Hear, Empathize, Apologize, Respond, and Thank?

Which of the following phrases best describes the word "hear" in a conversation?

Which of the following phrases best describes the word “empathize” in a conversation?

Which of the following phrases best describes the word “apologize” in a conversation?

Which of the following phrases best describes the word "respond" in a conversation?

Which of the following phrases best describes the word “thank” in a conversation?

Which of the following options correctly represents the structure a call should have according to the established protocol?

Which of the following options represents the values that a health center should have?

Which of the following options does NOT represent the values that a health center should have?