Certified Medical Assistant Practice Exam

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What should a medical assistant do when responding to a hearing-impaired caller?

  1. Speak softly and quickly

  2. Ask them to call back later

  3. Speak a little more slowly and a little more loudly

  4. Transfer the call to another staff member

The correct answer is: Speak a little more slowly and a little more loudly

The response to a hearing-impaired caller should be adjusted to ensure effective communication. Speaking a little more slowly and a little more loudly allows the caller to better understand the information being conveyed without feeling overwhelmed. This approach acknowledges their needs and provides a supportive environment for them to engage in the conversation. Adjusting the pace and volume of speech helps accommodate varying levels of hearing ability, ensuring that vital information is communicated clearly. It's important to be patient and attentive, as this fosters a comfortable interaction and encourages the caller to express any difficulty they may have in hearing.

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