Question 1

A minimum of __________ items of information is needed to take a phone message correctly.

Accepted Answer

seven

Question 2

A pleasing telephone voice is developed by using

Accepted Answer

A)  customer service. 
B)  a monotone. 
C)  clarity. 
D)  professional jargon. 
A)  customer service. 
B)  a monotone. 
C)  clarity. 
D)  professional jargon. C

Question 3

When a patient calls in complaining about the care he or she received or the fee charged,which of the following should be avoided?

Accepted Answer

A)  Placing blame for the error 
B)  Responding with "Let me help you" 
C)  Finding the source of the problem and then presenting options for resolution 
D)  Providing good customer service 
A)  Placing blame for the error 
B)  Responding with "Let me help you" 
C)  Finding the source of the problem and then presenting options for resolution 
D)  Providing good customer service A

Question 4

Enunciation is

Accepted Answer

A)  the choice of words. 
B)  the highness or lowness of sound. 
C)  articulation of clear sounds. 
D)  a change in pitch. 
A)  the choice of words. 
B)  the highness or lowness of sound. 
C)  articulation of clear sounds. 
D)  a change in pitch.

Question 5

The medical assistant may help an angry caller to calm down by

Accepted Answer

A)  speaking in a lower tone of voice. 
B)  getting angry in return. 
C)  passing the situation off to the office manager immediately. 
D)  calling the physician into the situation. 
A)  speaking in a lower tone of voice. 
B)  getting angry in return. 
C)  passing the situation off to the office manager immediately. 
D)  calling the physician into the situation.

Question 6

The medical assistant should never give patients an estimate of what the cost of their visit will be,even on the initial visit.

Accepted Answer

A) True 
 B)False

Question 7

If your office is on the West Coast,what time is the latest time to call the East Coast?

Accepted Answer

A)  11 AM 
B)  1 PM 
C)  2 PM 
D)  4 PM 
A)  11 AM 
B)  1 PM 
C)  2 PM 
D)  4 PM

Question 8

The medical assistant should use medical jargon with patients and lay terms with physicians and other medical personnel.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following best describes the primary goal of "screening" telephone calls?

Accepted Answer

A)  Preventing calls from reaching the physician 
B)  Handling calls at the lowest level possible 
C)  Selecting which calls should be forwarded to which staff members through an understanding of the purpose of the call 
D)  Determining whether the calls are emergencies 
A)  Preventing calls from reaching the physician 
B)  Handling calls at the lowest level possible 
C)  Selecting which calls should be forwarded to which staff members through an understanding of the purpose of the call 
D)  Determining whether the calls are emergencies

Question 10

STAT laboratory results are often __________ to the physician's office to provide a written copy of the information.

Accepted Answer

The answer of STAT laboratory results are often __________ to...

Question 11

The medical assistant should speak at a moderate pace when talking with patients on the telephone.

Accepted Answer

A) True 
 B)False

Question 12

Answering services can be used for which of the following?

Accepted Answer

A)  Cover the telephone if all staff members need to be away at the same time 
B)  Buffer and screen after-hours calls 
C)  Act as the first point of contact with the practice 
D)  Take messages 
E)  Both A and B 
A)  Cover the telephone if all staff members need to be away at the same time 
B)  Buffer and screen after-hours calls 
C)  Act as the first point of contact with the practice 
D)  Take messages 
E)  Both A and B

Question 13

The continental United States is divided into __________ standard time zones.

Accepted Answer

The answer of The continental United States is divided into...

Question 14

Complaints about fees must always be directed to the office manager.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following greetings is recommended as appropriate for handling incoming calls in an extremely busy medical office?

Accepted Answer

A)  "Good morning.This is Dr.Bewell's office.Ms.Blakely speaking." 
B)  "Dr.Bewell's office.Ms.Blakely speaking." 
C)  "Thank you for calling Dr.Bewell's office.This is Tina." 
D)  "Dr.Bewell's office." 
A)  "Good morning.This is Dr.Bewell's office.Ms.Blakely speaking." 
B)  "Dr.Bewell's office.Ms.Blakely speaking." 
C)  "Thank you for calling Dr.Bewell's office.This is Tina." 
D)  "Dr.Bewell's office."

Question 16

If a patient calls the office and states that his or her condition has not improved since the office visit earlier in the week,the medical assistant can suggest over-the-counter medications that the patient could try.

Accepted Answer

A) True 
 B)False

Question 17

Many __________ calls require the good judgment of the medical assistant answering the phone.

Accepted Answer

The answer of Many __________ calls require the good judgment...

Question 18

The medical assistant can refer patients to an Internet map if they call for directions to the physician's office.

Accepted Answer

A) True 
 B)False

Question 19

When using speakerphone,which of the following should occur to comply with HIPAA?

Accepted Answer

A)  Inform the caller that you will be using speakerphone 
B)  Let the person know who else will be listening in 
C)  Door or reception window should be closed 
D)  Should not be used in areas where conversation can be overheard 
A)  Inform the caller that you will be using speakerphone 
B)  Let the person know who else will be listening in 
C)  Door or reception window should be closed 
D)  Should not be used in areas where conversation can be overheard

Question 20

An insurance claim may be __________ if the physician is not a provider for that particular insurance company.

Accepted Answer

The answer of An insurance claim may be __________ if...

Exam 9: Telephone Techniques

A minimum of __________ items of information is needed to take a phone message correctly.

A pleasing telephone voice is developed by using

When a patient calls in complaining about the care he or she received or the fee charged,which of the following should be avoided?

Enunciation is

The medical assistant may help an angry caller to calm down by

The medical assistant should never give patients an estimate of what the cost of their visit will be,even on the initial visit.

If your office is on the West Coast,what time is the latest time to call the East Coast?

The medical assistant should use medical jargon with patients and lay terms with physicians and other medical personnel.

Which of the following best describes the primary goal of "screening" telephone calls?

STAT laboratory results are often __________ to the physician's office to provide a written copy of the information.

The medical assistant should speak at a moderate pace when talking with patients on the telephone.

Answering services can be used for which of the following?

The continental United States is divided into __________ standard time zones.

Complaints about fees must always be directed to the office manager.

Which of the following greetings is recommended as appropriate for handling incoming calls in an extremely busy medical office?

If a patient calls the office and states that his or her condition has not improved since the office visit earlier in the week,the medical assistant can suggest over-the-counter medications that the patient could try.

Many __________ calls require the good judgment of the medical assistant answering the phone.

The medical assistant can refer patients to an Internet map if they call for directions to the physician's office.

When using speakerphone,which of the following should occur to comply with HIPAA?

An insurance claim may be __________ if the physician is not a provider for that particular insurance company.

Competency-Based Education and the Medical Assistant Student

The Medical Assistant and the Healthcare Team

Professional Behavior in the Workplace

Therapeutic Communications

Patient Education

Medicine and Law

Medicine and Ethics

Technology and Written Communication in the Medical Office

Scheduling Appointments and Patient Processing

Daily Operations in the Ambulatory Care Setting

The Health Record

Administrative Pharmacology Applications

Basics of Diagnostic Coding

Basics of Procedural Coding

Basics of Health Insurance

Medical Billing and Reimbursement

Patient Accounts,collections and Practice Management

Banking Services and Procedures

Supervision and Human Resources Management

Medical Practice Marketing and Customer Service

Safety and Emergency Practices

Career Development and Life Skills

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