U.S. Department of Veterans Affairs (VA) Medical Support Assistant Veteran Practice Questions

In a situation where a veteran is unhappy with their appointment wait time, what is the best initial response from the Medical Support Assistant?

• AA. Offer to reschedule
• BB. Ask them to fill out a complaint form
• CC. Ignore their concerns
• DD. Provide a detailed explanation of wait times

During a call with a veteran, they ask about the status of their claim. What should you do?

• AA. Transfer them to the appropriate department
• BB. Tell them you canÕt help
• CC. Provide them with false information
• DD. Suggest they check online

If a veteran requests a copy of their medical records, what is the appropriate action?

• AA. Refer them to the proper procedure
• BB. Provide them immediately
• CC. Tell them it's not possible
• DD. Ignore the request

If you receive a call from a veteran who is in crisis, what is your immediate response?

• AA. Hang up the call
• BB. Provide them with unnecessary details
• CC. Stay calm and listen
• DD. Ask them to call back later