CCMA Practice Test

CCMA Communication & Customer Service Practice Questions

Communication & Customer Service makes up 4 of every 50 questions on a Tigertest CCMA practice test. Here are 10 of the 16 questions on it, each with the answer and the reason.

Updated 2026-11-10 by the Tigertest team. Weighted to the NHA CCMA test plan (3.0). Scope of practice varies by state.

1. 1. A patient tells the medical assistant, "I have been having trouble sleeping lately." Which response is an open-ended question?

   • A."Have you tried taking melatonin before bed?"
   • B."Can you tell me more about your sleep?"
   • C."Do you sleep fewer than six hours?"
   • D."Why can't you fall asleep at night?"

   Answer: B. An open-ended prompt invites the patient to describe the problem in his or her own words. A yes/no question limits the answer, a why question sounds judgmental, and suggesting melatonin is giving advice outside the medical assistant's scope.

2. 2. A patient says, "I'm really worried this lump could be cancer." Which response by the medical assistant uses reflection?

   • A."Why do you think that it is cancer?"
   • B."You should ask the doctor for a biopsy."
   • C."Don't worry, it's probably nothing at all."
   • D."You're worried the lump may be serious."

   Answer: D. Reflection restates the patient's feeling so the patient feels heard. "It's probably nothing" is false reassurance, and recommending a biopsy is medical advice the medical assistant cannot give.

3. 3. Which statement by a medical assistant is an example of false reassurance, a block to therapeutic communication?

   • A."Everything is going to be just fine."
   • B."Let me make sure that I understand you correctly."
   • C."Can you describe the pain for me?"
   • D."It sounds like you are frightened."

   Answer: A. Promising a good outcome dismisses the patient's concern and may be untrue, so it blocks communication. The other statements are therapeutic: an open-ended prompt, reflection of feelings, and clarification.

4. 4. A patient says, "These new pills make me feel funny." To use the technique of clarification, the medical assistant should say:

   • A."Why did you keep taking them, then?"
   • B."You should just stop taking them."
   • C."What do you mean by feeling funny?"
   • D."Lots of people feel that way at first."

   Answer: C. Clarification asks the patient to explain a vague statement so the provider gets accurate information. Telling the patient to stop a medication is medical advice outside the medical assistant's scope, and a why question puts the patient on the defensive.

5. 5. A medical assistant interviews a patient while seated about 2 to 4 feet away. This distance falls within which personal space zone?

   • A.Public distance
   • B.Intimate contact distance
   • C.Personal distance
   • D.Social distance

   Answer: C. Personal distance (about 1.5 to 4 feet) is used for conversation such as a patient interview. Intimate distance (under 18 inches) is entered only for procedures with the patient's permission, and social distance begins around 4 feet.

6. 6. A patient who is hard of hearing struggles to follow instructions at check-in. The medical assistant should:

   • A.Face the patient and speak clearly at normal volume
   • B.Speak quickly while looking down at the computer
   • C.Shout the instructions loudly and keep repeating them
   • D.Give the instructions only to the patient's companion

   Answer: A. Facing the patient allows lip reading, and clear speech at a normal pace is easiest to understand. Shouting distorts words and can feel humiliating, and talking only to a companion ignores the patient.

7. 7. A patient with limited English arrives with her 12-year-old son, who offers to translate. The medical assistant should:

   • A.Let the son interpret to save time
   • B.Speak slowly in English and use gestures
   • C.Reschedule until an adult relative can come
   • D.Arrange for a professional medical interpreter

   Answer: D. A trained medical interpreter (in person, phone or video) ensures accurate, confidential communication. Children and family members may omit or change information and should not be relied on to interpret health information.

8. 8. A patient who is blind arrives for an appointment. When guiding the patient to the exam room, the medical assistant should:

   • A.Walk behind the patient and call out directions
   • B.Offer an arm and walk slightly ahead
   • C.Hold the patient's elbow and push gently forward
   • D.Take the patient's hand without speaking first

   Answer: B. The patient holds the medical assistant's arm just above the elbow and follows half a step behind, which lets the patient sense turns and stops. Pushing or grabbing without speaking is startling and unsafe.

9. 9. An older adult with mild dementia seems confused by a long list of test preparation instructions. The medical assistant should:

   • A.Use medical terms so the steps are precise
   • B.Give one simple step at a time
   • C.Hand over the printed list and move on
   • D.Explain everything only to the caregiver

   Answer: B. Short, simple, one-step instructions with time to respond suit a patient with cognitive impairment, and a caregiver can be included without ignoring the patient. Medical jargon and an unexplained handout add to the confusion.

10. 10. A patient shouts at the front desk because he has waited 45 minutes past his appointment time. The medical assistant should first:

    • A.Explain that the delay is the doctor's fault
    • B.Tell him other patients have waited longer
    • C.Ask him to leave until he calms down
    • D.Stay calm and acknowledge his frustration

    Answer: D. Remaining calm and acknowledging the patient's feelings de-escalates anger, and the medical assistant can then explain the delay and options. Arguing, blaming coworkers or dismissing him escalates the situation; get help only if he becomes threatening.