Question 1

Match each term with its definition.
-System designed to address patients' language needs

Accepted Answer

A) Health Insurance Portability and Accessibility Act (HIPA
A)  
B) Confidential Communication Preference (CCP) 
C) interpreter service 
D) electronic message template 
E) answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines 
A) Health Insurance Portability and Accessibility Act (HIPA
A)  
B) Confidential Communication Preference (CCP) 
C) interpreter service 
D) electronic message template 
E) answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 2

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
-Pharmacies

Accepted Answer

A) ​frequently called numbers 
B) ​community resources for patient health care needs 
C) ​community resources for emergency preparedness 
A) ​frequently called numbers 
B) ​community resources for patient health care needs 
C) ​community resources for emergency preparedness

Question 3

Match each term with its definition.
-Prevents you from disclosing patient information over the telephone to unauthorized parties

Accepted Answer

A) Health Insurance Portability and Accessibility Act (HIPA
A)  
B) Confidential Communication Preference (CCP) 
C) interpreter service 
D) electronic message template 
E) answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines 
A) Health Insurance Portability and Accessibility Act (HIPA
A)  
B) Confidential Communication Preference (CCP) 
C) interpreter service 
D) electronic message template 
E) answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 4

Which calling feature allows several people in various locations to converse at the same time?

Accepted Answer

A)  voicemail 
B)  caller ID 
C)  call waiting 
D)  conference calling 
A)  voicemail 
B)  caller ID 
C)  call waiting 
D)  conference calling

Question 5

Which of the following is the most appropriate question to ask when scheduling an appointment?

Accepted Answer

A)  Are you a patient here? 
B)  What do you think is wrong with you? 
C)  What is the reason for the visit? 
D)  When would you like to come in? 
A)  Are you a patient here? 
B)  What do you think is wrong with you? 
C)  What is the reason for the visit? 
D)  When would you like to come in?

Question 6

​Match the term to its definition (note some answers may be used more than once).
-patients can create their own electronic health records;communicate with their provider electronically;request lab results,referrals,and appointments

Accepted Answer

A) ​electronic health record (EHR) 
B) electronic medical record (EMR) 
C) practice management (PM) 
D) hybrid 
E) ​patient portal 
A) ​electronic health record (EHR) 
B) electronic medical record (EMR) 
C) practice management (PM) 
D) hybrid 
E) ​patient portal

Question 7

​The use of mobile devices (smartphone,cellular phone,tablet,etc. )in health care settings is rapidly increasing.Which of the following is not considered a concern when using mobile devices?

Accepted Answer

A)  ​HIPAA 
B)  ​privacy 
C)  ​convenience and connectivity 
D)  ​source of contamination 
A)  ​HIPAA 
B)  ​privacy 
C)  ​convenience and connectivity 
D)  ​source of contamination

Question 8

​When a patient calls and asks to speak directly with the provider,never respond by saying:

Accepted Answer

A)  ​The doctor is with a patient now. 
B)  ​May I take a message and we will reply as soon as possible? 
C)  ​Is there anything I can help you with? 
D)  ​The doctor is busy. 
A)  ​The doctor is with a patient now. 
B)  ​May I take a message and we will reply as soon as possible? 
C)  ​Is there anything I can help you with? 
D)  ​The doctor is busy.

Question 9

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
-Is it true?

Accepted Answer

A) T 
B) H 
C) I 
D) N 
E) K 
A) T 
B) H 
C) I 
D) N 
E) K

Question 10

Match each term with its definition.
-Can be used to help compile contact information for community resources

Accepted Answer

A) Health Insurance Portability and Accessibility Act (HIPA
A)  
B) Confidential Communication Preference (CCP) 
C) interpreter service 
D) electronic message template 
E) answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines 
A) Health Insurance Portability and Accessibility Act (HIPA
A)  
B) Confidential Communication Preference (CCP) 
C) interpreter service 
D) electronic message template 
E) answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 11

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​If requesting lab or test information (results),attach report to message

Accepted Answer

A) ​Yes 
B) ​No 
A) ​Yes 
B) ​No

Question 12

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Date,time of call,initials of person receiving call

Accepted Answer

A) ​Yes 
B) ​No 
A) ​Yes 
B) ​No

Question 13

A phone screening manual is sometimes called a(n)_____ manual.

Accepted Answer

A)  priority 
B)  authorization 
C)  triage 
D)  employee 
A)  priority 
B)  authorization 
C)  triage 
D)  employee

Question 14

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​The tone and inflection perceived from the message

Accepted Answer

A) ​Yes 
B) ​No 
A) ​Yes 
B) ​No

Question 15

​Match the term to its definition (note some answers may be used more than once).
-​Software provides the medical office the electronic component to deal with day-to-day financial and administrative operations of a medical practice;software allows information to be pulled from the patient's record and populated in the financial components of the patient account.

Accepted Answer

A) ​electronic health record (EHR) 
B) electronic medical record (EMR) 
C) practice management (PM) 
D) hybrid 
E) ​patient portal 
A) ​electronic health record (EHR) 
B) electronic medical record (EMR) 
C) practice management (PM) 
D) hybrid 
E) ​patient portal

Question 16

Some helpful tips when scheduling appointments includes a general list of "Do's" and "Don'ts." Identify each phrase as a "Do" or "Don't."
-​What is the reason for the visit?

Accepted Answer

A) ​Do 
B) ​Don't 
A) ​Do 
B) ​Don't

Question 17

​Your provider has a scheduling template that has three time slots held for same day or urgent visits,two in the morning,and one in the afternoon.When booking a same-day or urgent visit,you should:

Accepted Answer

A)  ​book same-day appointments for patients requiring more immediate attention 
B)  ​fill your morning appointments first 
C)  ​fill your afternoon appointment first 
D)  both a and b 
A)  ​book same-day appointments for patients requiring more immediate attention 
B)  ​fill your morning appointments first 
C)  ​fill your afternoon appointment first 
D)  both a and b

Question 18

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Caller's full name,spelled correctly,date of birth,M/F

Accepted Answer

A) ​Yes 
B) ​No 
A) ​Yes 
B) ​No

Question 19

If a caller makes threats,you should:

Accepted Answer

A)  hang up immediately 
B)  hand the phone over to your supervisor 
C)  document the information about the caller and the threat and end the call 
D)  try to calm the caller or wait until he or she hangs up 
A)  hang up immediately 
B)  hand the phone over to your supervisor 
C)  document the information about the caller and the threat and end the call 
D)  try to calm the caller or wait until he or she hangs up

Question 20

If you are speaking to a patient face-to-face at the office and the phone rings,you should:

Accepted Answer

A)  let it go unanswered 
B)  say,"excuse me for a moment,please," and answer the call 
C)  answer the call while you continue talking with the patient in the office 
D)  pick up the phone and say,"please hold," then go back to your conversation 
A)  let it go unanswered 
B)  say,"excuse me for a moment,please," and answer the call 
C)  answer the call while you continue talking with the patient in the office 
D)  pick up the phone and say,"please hold," then go back to your conversation

Exam 22: Telephone Communications

Match each term with its definition. -System designed to address patients' language needs

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -Pharmacies

Match each term with its definition. -Prevents you from disclosing patient information over the telephone to unauthorized parties

Which calling feature allows several people in various locations to converse at the same time?

Which of the following is the most appropriate question to ask when scheduling an appointment?

​Match the term to its definition (note some answers may be used more than once). -patients can create their own electronic health records;communicate with their provider electronically;request lab results,referrals,and appointments

​The use of mobile devices (smartphone,cellular phone,tablet,etc. )in health care settings is rapidly increasing.Which of the following is not considered a concern when using mobile devices?

​When a patient calls and asks to speak directly with the provider,never respond by saying:

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Is it true?

Match each term with its definition. -Can be used to help compile contact information for community resources

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​If requesting lab or test information (results),attach report to message

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Date,time of call,initials of person receiving call

A phone screening manual is sometimes called a(n)_____ manual.

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​The tone and inflection perceived from the message

Some helpful tips when scheduling appointments includes a general list of "Do's" and "Don'ts." Identify each phrase as a "Do" or "Don't." -​What is the reason for the visit?

​Your provider has a scheduling template that has three time slots held for same day or urgent visits,two in the morning,and one in the afternoon.When booking a same-day or urgent visit,you should:

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Caller's full name,spelled correctly,date of birth,M/F

If a caller makes threats,you should:

If you are speaking to a patient face-to-face at the office and the phone rings,you should:

The Medical Assistant

The Health Care Team and the Medical Environment,past and Present

Legal Issues

Ethical Issues

Verbal and Nonverbal Communications

Applying Communication Skills

Introduction to Medical Terminology

Understanding and Building Medical Terms of Body Systems

Anatomic Descriptors and Fundamental Body Structure

The Nervous System

The Senses

The Integumentary System

The Skeletal System

The Muscular System

The Respiratory System

The Circulatory System

The Immune System

The Digestive System

The Urinary System

The Endocrine System

The Reproductive System

Written Communications

The Office Environment, computers, and Equipment

Scheduling Appointments and Receiving Patients

The Medical Record,documentation,and Filing

Health Insurance

A Icd-10 Update: Procedural and Diagnostic Coding

Procedural and Diagnostic Coding

Patient Accounts

Preparing Insurance Claims and Posting Insurance Payments

Patient Billing,posting Patient Payments,and Collecting Fees

Banking Procedures

Accounts Payable and Accounting Procedures

Infection Control and Medical Asepsis

The Medical History and Patient Screening

Body Measurements and Vital Signs

Preparing for Examinations

The Physical Exam

Specialty Exams and Other Procedures

Obgyn Examinations

Pediatric Examinations

The Physicians Office Laboratory

Specimen Collection and Processing

Blood Specimen Collection

Diagnostic Testing

Cardiology Procedures

Radiology Procedures

Preparing for Surgery

Assisting With Minor Surgery

Pharmacology Fundamentals

Measurement Systems,basic Mathematics,and Dosage Calculations

Administering Oral and Non-Injectable Medications

Administering Injections and Immunizations

Emergencies in the Medical Office and the Community

First Aid for Accidents and Injuries

Rehabilitation

Nutrition,exercise,and Healthy Living

Practicum and the Job Search

Managing the Office

Filters

It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -Pharmacies

Match the term to its definition (note some answers may be used more than once). -patients can create their own electronic health records;communicate with their provider electronically;request lab results,referrals,and appointments

The use of mobile devices (smartphone,cellular phone,tablet,etc. )in health care settings is rapidly increasing.Which of the following is not considered a concern when using mobile devices?

When a patient calls and asks to speak directly with the provider,never respond by saying:

The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Is it true?

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -If requesting lab or test information (results),attach report to message

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Date,time of call,initials of person receiving call

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -The tone and inflection perceived from the message

Some helpful tips when scheduling appointments includes a general list of "Do's" and "Don'ts." Identify each phrase as a "Do" or "Don't." -What is the reason for the visit?

Your provider has a scheduling template that has three time slots held for same day or urgent visits,two in the morning,and one in the afternoon.When booking a same-day or urgent visit,you should:

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Caller's full name,spelled correctly,date of birth,M/F