Question 1

The medical assistant should always ask permission before placing a caller on hold.

Accepted Answer

A) True 
 B)False

Question 2

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 3

Placing and receiving personal calls should be avoided during business hours.

Accepted Answer

A) True 
 B)False

Question 4

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...

Question 5

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

Accepted Answer

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

Question 6

Most physicians do not expect the medical assistant to screen calls.

Accepted Answer

A) True 
 B)False

Question 7

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 8

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 9

A computerized appointment system often is able to __________ a message to highlight its importance.

Accepted Answer

The answer of A computerized appointment system often is able...

Question 10

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 11

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 12

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.

Question 13

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 14

Transferring a call to a staff member without announcing the caller's name is considered unprofessional.

Accepted Answer

A) True 
 B)False

Question 15

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 16

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

Accepted Answer

A) True 
 B)False

Question 17

Callers who refuse to __________ themselves should not be put through to the physician.

Accepted Answer

The answer of Callers who refuse to __________ themselves should...

Question 18

The best policy for dealing with serious abnormal test results is to schedule a(n) _______________ for the patient.

Accepted Answer

The answer of The best policy for dealing with serious...

Question 19

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 20

Which of the following is essential to active listening?

Accepted Answer

A)  Listen to what the speaker is saying 
B)  Listen to nonverbal clues 
C)  Interpret what the message is 
D)  Restate the message 
E)  All of the above 
A)  Listen to what the speaker is saying 
B)  Listen to nonverbal clues 
C)  Interpret what the message is 
D)  Restate the message 
E)  All of the above

Exam 8: Telephone Techniques

The medical assistant should always ask permission before placing a caller on hold.

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

Placing and receiving personal calls should be avoided during business hours.

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

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

Most physicians do not expect the medical assistant to screen calls.

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

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

A computerized appointment system often is able to __________ a message to highlight its importance.

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

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

A pleasing telephone voice is developed by using

Enunciation is

Transferring a call to a staff member without announcing the caller's name is considered unprofessional.

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.

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

Callers who refuse to __________ themselves should not be put through to the physician.

The best policy for dealing with serious abnormal test results is to schedule a(n) _______________ for the patient.

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

Which of the following is essential to active listening?

Competency-Based Education and the Medical Assistant Student

The Medical Assistant and the Healthcare Team

Professional Behavior in the Workplace

Therapeutic Communications

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

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

Infection Control

Patient Assessment

Patient Education

Nutrition and Health Promotion

Vital Signs

Assisting With the Primary Physical Examination

Principles of Pharmacology

Pharmacology Math

Administering Medications

Safety and Emergency Practices

Assisting in Ophthalmology and Otolaryngology

Assisting in Dermatology

Assisting in Gastroenterology

Assisting in Urology and Male Reproduction

Assisting in Obstetrics and Gynecology

Assisting in Pediatrics

Assisting in Orthopedic Medicine

Assisting in Neurology and Mental Health

Assisting in Endocrinology

Assisting in Pulmonary Medicine

Assisting in Cardiology

Assisting in Geriatrics

Principles of Electrocardiography

Assisting With Diagnostic Imaging

Assisting in the Clinical Laboratory

Assisting in the Analysis of Urine

Assisting in Blood Collection

Assisting in the Analysis of Blood

Assisting in Microbiology and Immunology

Surgical Supplies and Instruments

Surgical Asepsis and Assisting With Surgical Procedures

Career Development and Life Skills

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