Question 1

When answering incoming calls,what is the first thing the caller should hear?

Accepted Answer

A)  The name of the facility 
B)  Your name 
C)  Your offer to help or assist 
D)  All of the above 
A)  The name of the facility 
B)  Your name 
C)  Your offer to help or assist 
D)  All of the above

Question 2

STAT means "as soon as possible."

Accepted Answer

A) True 
 B)False

Question 3

When dealing with an emergency call,the medical assistant should never __________ until help has reached the patient.

Accepted Answer

The answer of When dealing with an emergency call,the medical...

Question 4

Which of the following calls is considered urgent,but not an emergency?

Accepted Answer

A)  Symptoms of chest pain 
B)  Severe allergic reactions 
C)  Animal bite 
D)  Broken bones 
A)  Symptoms of chest pain 
B)  Severe allergic reactions 
C)  Animal bite 
D)  Broken bones

Question 5

A provider can only be a company that provides medical equipment or services to patients.

Accepted Answer

A) True 
 B)False

Question 6

If a question arises as to how a task should be handled in the office,the medical assistant should consult the ___________________________.

Accepted Answer

policy and

Question 7

Office policy must dictate that medical assistants can give __________ results to patients before they perform this task (unless this is prohibited in their state).

Accepted Answer

The answer of Office policy must dictate that medical assistants...

Question 8

Call __________ allows the user to send calls to another designated number,such as a cell phone.

Accepted Answer

The answer of Call __________ allows the user to send...

Question 9

Which of the following types of calls should be limited in the professional setting?

Accepted Answer

A)  Local 
B)  Long distance 
C)  Toll free 
D)  Personal 
A)  Local 
B)  Long distance 
C)  Toll free 
D)  Personal

Question 10

The medical assistant should never argue with a patient on the telephone or attempt to place blame on the patient's actions when a disagreement arises.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following types of communication tools is best for two-way communication?

Accepted Answer

A)  Voice mail 
B)  Fax 
C)  Pager 
D)  Cell phone 
A)  Voice mail 
B)  Fax 
C)  Pager 
D)  Cell phone

Question 12

Referrals to other physicians should always be __________ in the patient's medical record.

Accepted Answer

The answer of Referrals to other physicians should always be...

Question 13

When a patient calls with a complaint

Accepted Answer

A)  use an approach similar to that for angry callers. 
B)  find the source of the problem. 
C)  present options of solutions to the patient. 
D)  All of the above 
A)  use an approach similar to that for angry callers. 
B)  find the source of the problem. 
C)  present options of solutions to the patient. 
D)  All of the above

Question 14

If a patient wants to hold to speak to a certain staff member,the medical assistant does not have to return to the phone at all during the wait time.

Accepted Answer

A) True 
 B)False

Question 15

An alternative to using directory assistance is using the __________ to find phone numbers.

Accepted Answer

The answer of An alternative to using directory assistance is...

Question 16

Active listening involves

Accepted Answer

A)  giving the same attention to a person on the phone as would be given to a person face to face. 
B)  concentrating on the conversation at hand. 
C)  discovering vital information. 
D)  All of the above 
A)  giving the same attention to a person on the phone as would be given to a person face to face. 
B)  concentrating on the conversation at hand. 
C)  discovering vital information. 
D)  All of the above

Question 17

The guidelines for medical confidentiality apply equally to telephone conversations;therefore take care that no one overhears sensitive information.

Accepted Answer

A) True 
 B)False

Question 18

The medical assistant should be extremely careful when using a speakerphone because

Accepted Answer

A)  the service is expensive. 
B)  it is distracting. 
C)  the call can be traced. 
D)  confidentiality can be violated. 
A)  the service is expensive. 
B)  it is distracting. 
C)  the call can be traced. 
D)  confidentiality can be violated.

Question 19

The medical assistant who answers the telephone in the physician's office performs _____________ to determine whether a call needs to be put through to the physician immediately or a message should be taken.

Accepted Answer

The answer of The medical assistant who answers the telephone...

Question 20

When placing callers on hold,how often should you check back to make sure the caller still wants to remain on hold?

Accepted Answer

A)  No longer than 1 minute 
B)  Every 2 minutes 
C)  Until time is available to talk 
D)  It is not necessary to check back;patients will hold until you return to the call 
A)  No longer than 1 minute 
B)  Every 2 minutes 
C)  Until time is available to talk 
D)  It is not necessary to check back;patients will hold until you return to the call

Exam 9: Telephone Techniques

When answering incoming calls,what is the first thing the caller should hear?

STAT means "as soon as possible."

When dealing with an emergency call,the medical assistant should never __________ until help has reached the patient.

Which of the following calls is considered urgent,but not an emergency?

A provider can only be a company that provides medical equipment or services to patients.

If a question arises as to how a task should be handled in the office,the medical assistant should consult the ___________________________.

Office policy must dictate that medical assistants can give __________ results to patients before they perform this task (unless this is prohibited in their state).

Call __________ allows the user to send calls to another designated number,such as a cell phone.

Which of the following types of calls should be limited in the professional setting?

The medical assistant should never argue with a patient on the telephone or attempt to place blame on the patient's actions when a disagreement arises.

Which of the following types of communication tools is best for two-way communication?

Referrals to other physicians should always be __________ in the patient's medical record.

When a patient calls with a complaint

If a patient wants to hold to speak to a certain staff member,the medical assistant does not have to return to the phone at all during the wait time.

An alternative to using directory assistance is using the __________ to find phone numbers.

Active listening involves

The guidelines for medical confidentiality apply equally to telephone conversations;therefore take care that no one overhears sensitive information.

The medical assistant should be extremely careful when using a speakerphone because

The medical assistant who answers the telephone in the physician's office performs _____________ to determine whether a call needs to be put through to the physician immediately or a message should be taken.

When placing callers on hold,how often should you check back to make sure the caller still wants to remain on hold?

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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