Question 1

If English is not the caller's primary language, the medical assistant must use listening skills to ensure understanding.

Accepted Answer

A) True 
 B)False

Question 2

The technical terminology or characteristic idiom of a particular group is called

Accepted Answer

A)  salutation. 
B)  monotone. 
C)  jargon. 
D)  enunciation. 
A)  salutation. 
B)  monotone. 
C)  jargon. 
D)  enunciation.

Question 3

When answering a telephone for a healthcare practice, which of the following practices helps create a positive impression on the caller?

Accepted Answer

A)  Speak in monotone 
B)  Smile 
C)  Use medical jargon 
D)  All of the above 
A)  Speak in monotone 
B)  Smile 
C)  Use medical jargon 
D)  All of the above

Question 4

Pitch is

Accepted Answer

A)  the choice of words. 
B)  the highness or lowness of sound. 
C)  the quality of being clear. 
D)  a change in pitch. 
A)  the choice of words. 
B)  the highness or lowness of sound. 
C)  the quality of being clear. 
D)  a change in pitch.

Question 5

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 6

Patients often call the office to find out whether the physician is a(n) __________ for their insurance program.

Accepted Answer

The answer of Patients often call the office to find...

Question 7

If a caller refuses to identify himself or herself, the medical assistant can put the call through to the physician right then.

Accepted Answer

A) True 
 B)False

Question 8

Message books should be kept in the medical office at least until the __________________ runs out.

Accepted Answer

statute of

Question 9

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 10

Answering services can be used for which of the following?

Accepted Answer

A)  Cover the telephone if all staff members need to be away at the same time 
B)  Buffer and screen after-hours calls 
C)  Act as the first point of contact with the practice 
D)  Take messages 
E)  Both A and B 
A)  Cover the telephone if all staff members need to be away at the same time 
B)  Buffer and screen after-hours calls 
C)  Act as the first point of contact with the practice 
D)  Take messages 
E)  Both A and B

Question 11

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 12

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 8: Telephone Techniques

If English is not the caller's primary language, the medical assistant must use listening skills to ensure understanding.

The technical terminology or characteristic idiom of a particular group is called

When answering a telephone for a healthcare practice, which of the following practices helps create a positive impression on the caller?

Pitch is

When a patient calls with a complaint

Patients often call the office to find out whether the physician is a(n) __________ for their insurance program.

If a caller refuses to identify himself or herself, the medical assistant can put the call through to the physician right then.

Message books should be kept in the medical office at least until the __________________ runs out.

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

Answering services can be used for which of the following?

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.

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

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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