Question 1

Speaking clearly and distinctly to help the person you are speaking to understand you is called ____.

Accepted Answer

A)  etiquette 
B)  pitch 
C)  tone 
D)  pronunciation 
E)  enunciation 
A)  etiquette 
B)  pitch 
C)  tone 
D)  pronunciation 
E)  enunciation

Question 2

When a call with a patient is long or complicated, ____.

Accepted Answer

A)  interrupt the patient and tell her that the call is going nowhere 
B)  summarize the details of the call to ensure understanding by both you and the patient 
C)  ask the physician to take the call 
D)  tell the patient that you do not have any more time to talk 
E)  follow up the phone call by sending a written summary to the patient 
A)  interrupt the patient and tell her that the call is going nowhere 
B)  summarize the details of the call to ensure understanding by both you and the patient 
C)  ask the physician to take the call 
D)  tell the patient that you do not have any more time to talk 
E)  follow up the phone call by sending a written summary to the patient

Question 3

A communication that contains all of the necessary information demonstrates which of the following?

Accepted Answer

A)  Cohesiveness 
B)  Courtesy 
C)  Completeness 
D)  Conciseness 
E)  Clarity 
A)  Cohesiveness 
B)  Courtesy 
C)  Completeness 
D)  Conciseness 
E)  Clarity

Question 4

When taking information from a patient, you should repeat it to ________ the information before ending the call.

Accepted Answer

The answer of When taking information from a patient, you...

Question 5

Proper ________ of telephone calls, including taking messages, helps protect the licensed practitioner from legal action.

Accepted Answer

The answer of Proper ________ of telephone calls, including taking...

Question 6

One of the most important telephone skills is saying words correctly, which is called ____.

Accepted Answer

A)  etiquette 
B)  pitch 
C)  tone 
D)  pronunciation 
E)  enunciation 
A)  etiquette 
B)  pitch 
C)  tone 
D)  pronunciation 
E)  enunciation

Question 7

If you must walk around the office while you are on the phone with a patient, always keep HIPAA and patient ________ in mind.

Accepted Answer

The answer of If you must walk around the office...

Question 8

A telephone message that is organized and logical demonstrates ____.

Accepted Answer

A)  Cohesiveness 
B)  Courtesy 
C)  Completeness 
D)  Conciseness 
E)  Clarity 
A)  Cohesiveness 
B)  Courtesy 
C)  Completeness 
D)  Conciseness 
E)  Clarity

Question 9

What can you do to make a message concise?

Accepted Answer

A)  Make sure it contains all the necessary information 
B)  Be sure it is organized and logical 
C)  Make the message brief and direct 
D)  Be sure it is free from ambiguity 
E)  Be respectful and considerate 
A)  Make sure it contains all the necessary information 
B)  Be sure it is organized and logical 
C)  Make the message brief and direct 
D)  Be sure it is free from ambiguity 
E)  Be respectful and considerate

Question 10

Before placing an outgoing telephone call to a patient, you should ____.

Accepted Answer

A)  notify the physician that you are making the call 
B)  wait and place the call after the office closes 
C)  verify the correct phone number 
D)  write down exactly what you will tell the patient 
E)  read the patient's entire medical record so you will be prepared to answer questions 
A)  notify the physician that you are making the call 
B)  wait and place the call after the office closes 
C)  verify the correct phone number 
D)  write down exactly what you will tell the patient 
E)  read the patient's entire medical record so you will be prepared to answer questions

Question 11

Emergency calls and calls concerning unsatisfactory patient ________ reports require the physician's personal attention.

Accepted Answer

The answer of Emergency calls and calls concerning unsatisfactory patient...

Question 12

An automated ________ response unit can be used to provide greater flexibility for the medical staff, as well as offer enhanced service to the patient.

Accepted Answer

The answer of An automated ________ response unit can be...

Question 13

If an angry patient calls in with a complaint, you should remain calm and speak gently, but you should not become angry or ________.

Accepted Answer

The answer of If an angry patient calls in with...

Question 14

Many licensed practitioners free up staff time by using ________ phone systems to remind patients of appointments, call patients about no-shows, and leave other types of messages.

Accepted Answer

The answer of Many licensed practitioners free up staff time...

Question 15

When you receive or place a phone call, your message should be logical and free from ambiguity. Which of the following Cs of effective communication does this demonstrate?

Accepted Answer

A)  Cohesiveness 
B)  Courtesy 
C)  Completeness 
D)  Conciseness 
E)  Clarity 
A)  Cohesiveness 
B)  Courtesy 
C)  Completeness 
D)  Conciseness 
E)  Clarity

Question 16

Which of the following medical conditions requires immediate medical help?

Accepted Answer

A)  Common cold 
B)  Chickenpox 
C)  Snakebite 
D)  Indigestion 
E)  Abdominal cramps 
A)  Common cold 
B)  Chickenpox 
C)  Snakebite 
D)  Indigestion 
E)  Abdominal cramps

Question 17

Which of the following types of telephone calls can a medical assistant resolve?

Accepted Answer

A)  Report from a patient concerning unsatisfactory progress 
B)  Patient requesting X-ray results 
C)  Call to change an appointment 
D)  Call from another physician 
E)  Personal calls to the physician 
A)  Report from a patient concerning unsatisfactory progress 
B)  Patient requesting X-ray results 
C)  Call to change an appointment 
D)  Call from another physician 
E)  Personal calls to the physician

Question 18

The first thing you should do when answering the telephone is ____.

Accepted Answer

A)  schedule an appointment for the caller 
B)  put the caller on hold 
C)  identify the medical office and yourself 
D)  notify the physician that a patient is calling 
E)  ask the caller why he is calling 
A)  schedule an appointment for the caller 
B)  put the caller on hold 
C)  identify the medical office and yourself 
D)  notify the physician that a patient is calling 
E)  ask the caller why he is calling

Question 19

Establishing a regular ________ for retrieving messages from an answering service ensures that you do not miss any messages.

Accepted Answer

The answer of Establishing a regular ________ for retrieving messages...

Question 20

If you receive another call while talking to a patient, the procedure to follow is to ____.

Accepted Answer

A)  put the first caller on hold 
B)  answer the second call by saying "Hold, please" and return to the first call 
C)  make sure the second call is not an emergency before putting that call on hold 
D)  tell the second caller to call back when the office is not so busy 
E)  place both calls on hold until one of the callers gets tired of waiting and hangs up 
A)  put the first caller on hold 
B)  answer the second call by saying "Hold, please" and return to the first call 
C)  make sure the second call is not an emergency before putting that call on hold 
D)  tell the second caller to call back when the office is not so busy 
E)  place both calls on hold until one of the callers gets tired of waiting and hangs up

Exam 14: Telephone Techniques

Speaking clearly and distinctly to help the person you are speaking to understand you is called ____.

When a call with a patient is long or complicated, ____.

A communication that contains all of the necessary information demonstrates which of the following?

When taking information from a patient, you should repeat it to ________ the information before ending the call.

Proper ________ of telephone calls, including taking messages, helps protect the licensed practitioner from legal action.

One of the most important telephone skills is saying words correctly, which is called ____.

If you must walk around the office while you are on the phone with a patient, always keep HIPAA and patient ________ in mind.

A telephone message that is organized and logical demonstrates ____.

What can you do to make a message concise?

Before placing an outgoing telephone call to a patient, you should ____.

Emergency calls and calls concerning unsatisfactory patient ________ reports require the physician's personal attention.

An automated ________ response unit can be used to provide greater flexibility for the medical staff, as well as offer enhanced service to the patient.

If an angry patient calls in with a complaint, you should remain calm and speak gently, but you should not become angry or ________.

Many licensed practitioners free up staff time by using ________ phone systems to remind patients of appointments, call patients about no-shows, and leave other types of messages.

When you receive or place a phone call, your message should be logical and free from ambiguity. Which of the following Cs of effective communication does this demonstrate?

Which of the following medical conditions requires immediate medical help?

Which of the following types of telephone calls can a medical assistant resolve?

The first thing you should do when answering the telephone is ____.

Establishing a regular ________ for retrieving messages from an answering service ensures that you do not miss any messages.

If you receive another call while talking to a patient, the procedure to follow is to ____.

Introduction to Medical Assisting

Healthcare and the Healthcare Team

Professionalism and Success

Interpersonal Communication

Legal and Ethical Issues

Infection Control Fundamentals

Safety and Patient Reception

Office Equipment and Supplies

Examination and Treatment Areas

Written and Electronic Communication

Medical Records and Documentation

Electronic Health Records

Managing Medical Records

Patient Education

Schedule Management

Insurance Billing

Diagnostic Coding

Procedure Coding

Patient Collections and Financial Management

Organization of the Body

The Integumentary System

The Skeletal System

The Muscular System

The Cardiovascular System

The Blood

The Lymphatic and Immune Systems

The Respiratory System

The Nervous System

The Urinary System

The Reproductive Systems

The Digestive System

The Endocrine System

Special Senses

Infection Control Practices

Patient Interview and History

Vital Signs and Measurements

Assisting With a General Physical Exam

Assisting in Reproductive and Urinary Specialties

Assisting in Pediatrics

Assisting in Geriatrics

Assisting in Other Medical Specialties

Assisting in Eye and Ear Care

Assisting in Minor Surgery

Orientation to the Lab

Microbiology and Disease

Processing and Testing Urine and Stool Samples

Collecting, Processing, and Testing Blood Specimens

Electrocardiography and Pulmonary Function Testing

Diagnostic Imaging

Principles of Pharmacology

Math and Dosage Calculations

Medication Administration

Physical Therapy and Rehabilitation

Nutrition and Health

Practice Management

Emergency Preparedness

Preparing for the World of Work

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