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Free HCSA — Healthcare Customer Service Associate Exam Questions and Answers
Last updated: April 1, 2025
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HCSA — Healthcare Customer Service Associate
#Question
A patient is asking how to best prepare for a wellness visit. What guidance do you provide?
A.
Say there's no preparation
B.
Suggest they skip it
C.
List everyone they need to bring
D.
Discuss relevant health history
Correct Answer:
D
Discussing relevant health history ensures that they receive comprehensive care during their visit.
#Question
A patient is confused about treatment options presented by their doctor. How do you assist?
A.
Guide them on questions to ask
B.
Provide a second opinion
C.
Ignore their concerns
D.
Give personal advice
Correct Answer:
A
Guiding them on questions to ask facilitates communication with their doctor.
#Question
If a caller is upset about their care provider's behavior, how should you respond?
A.
Ignore it
B.
Blame the provider
C.
Say it's not your concern
D.
Offer to investigate
Correct Answer:
D
Offering to investigate demonstrates commitment to care.
#Question
A member needs help finding a specialist. What is your best step?
A.
Recommend someone familiar
B.
Ignore and transfer
C.
Suggest they go without
D.
Check their network
Correct Answer:
D
Checking their network ensures appropriate referrals.
#Question
A member is requesting information about their rehabilitation benefits. What do you provide?
A.
Detailed benefits overview
B.
A vague outline
C.
Nothing at all
D.
General therapy info
Correct Answer:
A
Providing a detailed benefits overview enhances understanding.
#Question
If a patient wants to know how to manage chronic conditions, what resources can you share?
A.
Lifestyle and support resources
B.
Only medication options
C.
Avoid the topic
D.
Ask them to figure it out
Correct Answer:
A
Providing a variety of resources supports effective management.
#Question
A member expresses frustration with customer service. What do you do?
A.
Apologize and ask for details
B.
Redirect them to another department
C.
Blame the system
D.
Ignore their feedback
Correct Answer:
A
Apologizing and gathering details can resolve negativity.
HCSA — Healthcare Customer Service Associate
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