Question 1

The recommended procedure for handling billing inquiries is to ____.

Accepted Answer

A)  pull the patient's chart and billing information 
B)  insist that the patient pay the current charges 
C)  tell the patient to pay the charges, but the charges will be reviewed at a later date 
D)  notify the patient that the physician will not see him until the bill is paid 
E)  forward the patient's call to the physician 
A)  pull the patient's chart and billing information 
B)  insist that the patient pay the current charges 
C)  tell the patient to pay the charges, but the charges will be reviewed at a later date 
D)  notify the patient that the physician will not see him until the bill is paid 
E)  forward the patient's call to the physician

Question 2

If uncertain about whether to give particular information to a patient on the telephone, a general principle is to ____.

Accepted Answer

A)  have the nurse relay the information 
B)  document the details of the call, including what you said, in the chart 
C)  realize it is appropriate and honest to give information to the patient 
D)  have the provider return the patient's call 
E)  tell the patient you can't find the requested information 
A)  have the nurse relay the information 
B)  document the details of the call, including what you said, in the chart 
C)  realize it is appropriate and honest to give information to the patient 
D)  have the provider return the patient's call 
E)  tell the patient you can't find the requested information

Question 3

Prior to completing a phone call, you should summarize key points and make sure the caller ________ the information you provided.

Accepted Answer

The answer of Prior to completing a phone call, you...

Question 4

A mother calls and informs you that her son has a deep dog bite. Your response should be ____.

Accepted Answer

A)  "Your son needs immediate medical help." 
B)  "I will leave a message for the physician." 
C)  "As long as it is not bleeding, it is fine." 
D)  "Call back if he is not feeling better tomorrow." 
E)  "Put ice on the bite and apply a topical antibiotic." 
A)  "Your son needs immediate medical help." 
B)  "I will leave a message for the physician." 
C)  "As long as it is not bleeding, it is fine." 
D)  "Call back if he is not feeling better tomorrow." 
E)  "Put ice on the bite and apply a topical antibiotic."

Question 5

A medical assistant should answer all telephone calls using ____.

Accepted Answer

A)  proper telephone etiquette 
B)  the patient's first name only 
C)  technical language 
D)  a standard telephone answering dialog 
E)  a flat, disinterested tone of voice 
A)  proper telephone etiquette 
B)  the patient's first name only 
C)  technical language 
D)  a standard telephone answering dialog 
E)  a flat, disinterested tone of voice

Question 6

There are two main types of ________. One type simply receives a phone number, and the other type can both send and receive messages.

Accepted Answer

The answer of There are two main types of ________....

Question 7

The ________ list specifies who is responsible for various types of calls in a medical office.

Accepted Answer

The answer of The ________ list specifies who is responsible...

Question 8

When dealing with a patient who is nervous, upset, or angry, ____.

Accepted Answer

A)  tell the patient that you will not continue the conversation until the patient settles down. 
B)  show empathy and an understanding of the caller's feelings. 
C)  tell the caller that you will not be talked to like that and hang up. 
D)  insist that the physician take the call. 
E)  demand that the patient stop shouting immediately. 
A)  tell the patient that you will not continue the conversation until the patient settles down. 
B)  show empathy and an understanding of the caller's feelings. 
C)  tell the caller that you will not be talked to like that and hang up. 
D)  insist that the physician take the call. 
E)  demand that the patient stop shouting immediately.

Question 9

Good communication skills help project a positive image and ________ the needs and expectations of the patient.

Accepted Answer

The answer of Good communication skills help project a positive...

Question 10

The appropriate way to address a patient with a last name that is difficult to pronounce is to ____.

Accepted Answer

A)  call the patient by his or her first name 
B)  attempt to pronounce it the best you can 
C)  ask the patient how to pronounce his or her name 
D)  ask someone else to talk to the patient 
E)  avoid calling the patient by name 
A)  call the patient by his or her first name 
B)  attempt to pronounce it the best you can 
C)  ask the patient how to pronounce his or her name 
D)  ask someone else to talk to the patient 
E)  avoid calling the patient by name

Question 11

How much time should you allow for a patient to answer when you place a phone call?

Accepted Answer

A)  One minute or about eight rings 
B)  30 seconds or about four rings 
C)  20 seconds or about three rings 
D)  20 rings 
E)  3 minutes 
A)  One minute or about eight rings 
B)  30 seconds or about four rings 
C)  20 seconds or about three rings 
D)  20 rings 
E)  3 minutes

Question 12

When you are respectful of a caller, which of the five Cs of communication do you exhibit?

Accepted Answer

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

Question 13

Which of the following office procedures should be followed if the practitioner is not in the office when an emergency phone call comes in?

Accepted Answer

A)  Make an appointment as soon as possible 
B)  Instruct the patient to call another practitioner 
C)  Instruct the caller to dial 911 for an ambulance 
D)  Take a detailed history of the patient's symptoms 
E)  Tell the patient the practitioner will call back as soon as possible 
A)  Make an appointment as soon as possible 
B)  Instruct the patient to call another practitioner 
C)  Instruct the caller to dial 911 for an ambulance 
D)  Take a detailed history of the patient's symptoms 
E)  Tell the patient the practitioner will call back as soon as possible

Question 14

The best way to handle a patient who calls the office in real, distressing pain is to ____.

Accepted Answer

A)  schedule an appointment immediately or tell the patient to go to the emergency room. 
B)  listen to the patient. 
C)  document the patient's symptoms. 
D)  advise the patient on methods for pain relief. 
E)  schedule an appointment when available. 
A)  schedule an appointment immediately or tell the patient to go to the emergency room. 
B)  listen to the patient. 
C)  document the patient's symptoms. 
D)  advise the patient on methods for pain relief. 
E)  schedule an appointment when available.

Question 15

After speaking with a patient on the telephone about a clinical issue, a medical assistant must always ____.

Accepted Answer

A)  meet with the physician to discuss the call 
B)  schedule an appointment for the patient 
C)  bill the patient for the telephone time 
D)  document the conversation in the patient's record 
E)  work a little later to make up for lost time 
A)  meet with the physician to discuss the call 
B)  schedule an appointment for the patient 
C)  bill the patient for the telephone time 
D)  document the conversation in the patient's record 
E)  work a little later to make up for lost time

Question 16

Saying words correctly is called proper ________.

Accepted Answer

The answer of Saying words correctly is called proper ________....

Question 17

Telephone ________ means handling calls politely and professionally and with good manners.

Accepted Answer

The answer of Telephone ________ means handling calls politely and...

Question 18

When a patient calls the office for the result of a laboratory test that happens to be normal, you should ____.

Accepted Answer

A)  never give the results to the patient 
B)  give the patient the results if the physician has authorized that normal results may be given out 
C)  take the message and give it to the physician, who will return the patient's call 
D)  mail the results to the patient 
E)  tell the patient to make an appointment to come in and review the results with the physician 
A)  never give the results to the patient 
B)  give the patient the results if the physician has authorized that normal results may be given out 
C)  take the message and give it to the physician, who will return the patient's call 
D)  mail the results to the patient 
E)  tell the patient to make an appointment to come in and review the results with the physician

Question 19

The medical assistant cannot handle calls from patients requesting ________ renewals, unless the physician has indicated approval in the patient's record.

Accepted Answer

The answer of The medical assistant cannot handle calls from...

Question 20

Speaking with good ________ enables the person to whom you are speaking to understand you.

Accepted Answer

The answer of Speaking with good ________ enables the person...

Exam 14: Telephone Techniques

The recommended procedure for handling billing inquiries is to ____.

If uncertain about whether to give particular information to a patient on the telephone, a general principle is to ____.

Prior to completing a phone call, you should summarize key points and make sure the caller ________ the information you provided.

A mother calls and informs you that her son has a deep dog bite. Your response should be ____.

A medical assistant should answer all telephone calls using ____.

There are two main types of ________. One type simply receives a phone number, and the other type can both send and receive messages.

The ________ list specifies who is responsible for various types of calls in a medical office.

When dealing with a patient who is nervous, upset, or angry, ____.

Good communication skills help project a positive image and ________ the needs and expectations of the patient.

The appropriate way to address a patient with a last name that is difficult to pronounce is to ____.

How much time should you allow for a patient to answer when you place a phone call?

When you are respectful of a caller, which of the five Cs of communication do you exhibit?

Which of the following office procedures should be followed if the practitioner is not in the office when an emergency phone call comes in?

The best way to handle a patient who calls the office in real, distressing pain is to ____.

After speaking with a patient on the telephone about a clinical issue, a medical assistant must always ____.

Saying words correctly is called proper ________.

Telephone ________ means handling calls politely and professionally and with good manners.

When a patient calls the office for the result of a laboratory test that happens to be normal, you should ____.

The medical assistant cannot handle calls from patients requesting ________ renewals, unless the physician has indicated approval in the patient's record.

Speaking with good ________ enables the person to whom you are speaking to understand you.

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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