Question 1

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 2

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 3

A drop in body temperature during prolonged exposure to cold is called ____.

Accepted Answer

A)  heat stroke 
B)  hypothermia 
C)  shock 
D)  sunstroke 
E)  stroke 
A)  heat stroke 
B)  hypothermia 
C)  shock 
D)  sunstroke 
E)  stroke

Question 4

Guidelines for dealing with a salesperson on the phone include ____.

Accepted Answer

A)  asking the salesperson to send you information 
B)  notifying the physician that a salesperson is on the phone 
C)  inviting the salesperson to visit the physician at the salesperson's convenience 
D)  telling the salesperson the office is too busy to see salespeople 
E)  asking the salesperson to call back after hours 
A)  asking the salesperson to send you information 
B)  notifying the physician that a salesperson is on the phone 
C)  inviting the salesperson to visit the physician at the salesperson's convenience 
D)  telling the salesperson the office is too busy to see salespeople 
E)  asking the salesperson to call back after hours

Question 5

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 6

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 7

The result of answering the phone while carrying out another task is ____.

Accepted Answer

A)  possible errors in message taking 
B)  preventing other office personnel from feeling they have to do your job 
C)  communicating to the patient that you are busy 
D)  efficiency in completing two tasks simultaneously 
E)  completing your work ahead of schedule so you can leave early 
A)  possible errors in message taking 
B)  preventing other office personnel from feeling they have to do your job 
C)  communicating to the patient that you are busy 
D)  efficiency in completing two tasks simultaneously 
E)  completing your work ahead of schedule so you can leave early

Question 8

The appropriate way to deal with a caller who refuses to identify himself is to ____.

Accepted Answer

A)  put the call through to the physician immediately 
B)  suggest that he write a letter to the physician and mark it "Personal" 
C)  tell him that you cannot help him if he does not identify himself 
D)  ask him to explain the problem to you 
E)  forward the call to the office manager 
A)  put the call through to the physician immediately 
B)  suggest that he write a letter to the physician and mark it "Personal" 
C)  tell him that you cannot help him if he does not identify himself 
D)  ask him to explain the problem to you 
E)  forward the call to the office manager

Question 9

When answering the telephone, you should always be courteous, ________, and pleasant, regardless of how busy you are.

Accepted Answer

The answer of When answering the telephone, you should always...

Question 10

Chris answers the telephone, and the caller, a patient named Mr. Patterson, tells Chris that the physician asked him to call the office and let her know how the prescribed medication was working. Mr. Patterson begins to explain in detail how much better he feels and what effect he thinks the medication is having. What should Chris do?

Accepted Answer

A)  Interrupt the patient and route the call to the physician 
B)  Wait until the patient pauses, then tell him you will route the call to the physician 
C)  Document the patient's description and relay the information to the physician 
D)  Record the conversation and play it back for the physician later 
E)  Listen to Mr. Patterson and thank him for calling; no documentation is necessary 
A)  Interrupt the patient and route the call to the physician 
B)  Wait until the patient pauses, then tell him you will route the call to the physician 
C)  Document the patient's description and relay the information to the physician 
D)  Record the conversation and play it back for the physician later 
E)  Listen to Mr. Patterson and thank him for calling; no documentation is necessary

Question 11

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 12

When arranging a conference call among physicians, ____.

Accepted Answer

A)  call one physician right after another 
B)  suggest several time slots so everyone is available 
C)  give each physician a detailed outline of the call 
D)  tell the physicians they must be available at a specific time 
E)  make sure everyone is in the same time zone 
A)  call one physician right after another 
B)  suggest several time slots so everyone is available 
C)  give each physician a detailed outline of the call 
D)  tell the physicians they must be available at a specific time 
E)  make sure everyone is in the same time zone

Question 13

If you are 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 physician 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 physician return the patient's call 
E)  tell the patient you can't find the requested information

Question 14

Under what circumstances will a pharmacist call to check before dispensing refills?

Accepted Answer

A)  Every time the prescription is refilled 
B)  If it has been two months since the last refill 
C)  If the pharmacist thinks the medication is not appropriate 
D)  If more than one year has passed since the original prescription was written 
E)  If the patient cannot remember the name of the medication to be refilled 
A)  Every time the prescription is refilled 
B)  If it has been two months since the last refill 
C)  If the pharmacist thinks the medication is not appropriate 
D)  If more than one year has passed since the original prescription was written 
E)  If the patient cannot remember the name of the medication to be refilled

Question 15

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

Question 16

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 17

The appropriate response to a triage patient who is experiencing chest pain is ____.

Accepted Answer

A)  "It is just indigestion, so you need not worry about it." 
B)  "Lie down and rest and it will go away." 
C)  "I will tell the physician that you are having chest pain." 
D)  "You should make an appointment for a complete physical within the next six months." 
E)  "Go to the nearest emergency room immediately, preferably by ambulance." 
A)  "It is just indigestion, so you need not worry about it." 
B)  "Lie down and rest and it will go away." 
C)  "I will tell the physician that you are having chest pain." 
D)  "You should make an appointment for a complete physical within the next six months." 
E)  "Go to the nearest emergency room immediately, preferably by ambulance."

Question 18

Which of the following documents indicates who is responsible for the various types of calls in the office and how the calls are to be handled?

Accepted Answer

A)  Telephone directory 
B)  Routing list 
C)  Procedure manual 
D)  Policy manual 
E)  Employee handbook 
A)  Telephone directory 
B)  Routing list 
C)  Procedure manual 
D)  Policy manual 
E)  Employee handbook

Question 19

A guideline to follow when an attorney calls the office is to ____.

Accepted Answer

A)  answer the attorney's questions 
B)  refuse to talk to the attorney 
C)  release information only when the physician has authorized you to do so 
D)  ask someone else to speak to the attorney if you are too anxious 
E)  put the call through to the physician immediately 
A)  answer the attorney's questions 
B)  refuse to talk to the attorney 
C)  release information only when the physician has authorized you to do so 
D)  ask someone else to speak to the attorney if you are too anxious 
E)  put the call through to the physician immediately

Question 20

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...

Exam 13: Telephone Techniques

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

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

A drop in body temperature during prolonged exposure to cold is called ____.

Guidelines for dealing with a salesperson on the phone include ____.

A telephone message that is organized and logical demonstrates ____.

A medical assistant should answer all telephone calls using ____.

The result of answering the phone while carrying out another task is ____.

The appropriate way to deal with a caller who refuses to identify himself is to ____.

When answering the telephone, you should always be courteous, ________, and pleasant, regardless of how busy you are.

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

When arranging a conference call among physicians, ____.

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

Under what circumstances will a pharmacist call to check before dispensing refills?

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

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

The appropriate response to a triage patient who is experiencing chest pain is ____.

Which of the following documents indicates who is responsible for the various types of calls in the office and how the calls are to be handled?

A guideline to follow when an attorney calls the office is to ____.

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

Introduction to Medical Assisting

Healthcare and the Healthcare Team

Professionalism and Success

Interpersonal Communication

Legal and Ethical Issues

Basic Safety and Infection Control

Patient Reception

Office Equipment and Supplies

Examination and Treatment Areas

Written and Electronic Documents

Medical Records and Documentation

Electronic Health Records

Patient Education

Managing Medical Records

Schedule Management

Insurance and Billing

Diagnostic Coding

Procedure Coding

Patient Billing and Collection

Financial Management Key

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 System

The Digestive System

The Endocrine System

Special Senses

Patient Interview and History

Vital Signs and Measurements

Assisting With a General Physical Examination

Assisting in Reproductive and Urinary Specialties

Assisting in Pediatrics

Assisting in Geriatrics

Assisting in Other Medical Specialties

Assisting With Eye and Ear Care

Assisting With Minor Surgery

Orientation to the Lab

Electrocardiography and Pulmonary Function Testing

Microbiology and Disease

Processing and Testing Urine and Stool Specimens

Collecting, Processing, and Testing Blood Specimens

Diagnostic Imaging

Principles of Pharmacology

Dosage Calculation

Medication Administration

Physical Therapy and Rehabilitation

Nutrition and Health

Practice Management

Emergency Preparedness

Preparing for the World of Work

Filters