Question 1

A disadvantage of communicating by telephone is that ____.

Accepted Answer

A)  the patient's feelings are communicated easily over the telephone 
B)  you have to talk with difficult patients 
C)  you have to relay messages to the physician 
D)  the patient may not want to end the phone call 
E)  you cannot see the caller's visual signals such as body language or facial expression 
A)  the patient's feelings are communicated easily over the telephone 
B)  you have to talk with difficult patients 
C)  you have to relay messages to the physician 
D)  the patient may not want to end the phone call 
E)  you cannot see the caller's visual signals such as body language or facial expression

Question 2

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 3

If you do not recognize the name of the patient calling, the most appropriate response is

Accepted Answer

A)  "Could you please tell me your name?" 
B)  "Has it been some time since you've seen the doctor?" 
C)  "Have you been to this practice before?" 
D)  "I don't recognize your voice. Who are you?" 
E)  "Are you one of our patients?" 
A)  "Could you please tell me your name?" 
B)  "Has it been some time since you've seen the doctor?" 
C)  "Have you been to this practice before?" 
D)  "I don't recognize your voice. Who are you?" 
E)  "Are you one of our patients?"

Question 4

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 5

If a patient remains dissatisfied after discussing a bill, ____.

Accepted Answer

A)  document all comments and relay the information to the physician 
B)  tell the patient that you are sorry he is dissatisfied, but the bill stands 
C)  turn the patient's bill over to a collection agency 
D)  terminate the patient's care until the bill is paid 
E)  ask the patient if he is willing to negotiate the charges 
A)  document all comments and relay the information to the physician 
B)  tell the patient that you are sorry he is dissatisfied, but the bill stands 
C)  turn the patient's bill over to a collection agency 
D)  terminate the patient's care until the bill is paid 
E)  ask the patient if he is willing to negotiate the charges

Question 6

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 7

Which of the following can be used to obtain a long-distance telephone number?

Accepted Answer

A)  The operator 
B)  Directory assistance service 
C)  The telephone company in the city you are calling 
D)  The local telephone book 
E)  Your local telephone company 
A)  The operator 
B)  Directory assistance service 
C)  The telephone company in the city you are calling 
D)  The local telephone book 
E)  Your local telephone company

Question 8

Vinnie receives a call from Mr. Everson, who says his wife is confused. He says she is pale and is feeling faint and sweaty. Mr. Everson also says his wife has a weak, rapid pulse, and her skin is cool and moist. Vinnie should recognize these symptoms as ____.

Accepted Answer

A)  hypothermia 
B)  a heart attack 
C)  shock 
D)  a stroke 
E)  a heat stroke. 
A)  hypothermia 
B)  a heart attack 
C)  shock 
D)  a stroke 
E)  a heat stroke.

Question 9

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 10

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 11

Which of the following office procedures should be followed if the physician 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 physician 
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 physician will call back as soon as possible 
A)  Make an appointment as soon as possible 
B)  Instruct the patient to call another physician 
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 physician will call back as soon as possible

Question 12

When handling an incoming telephone call regarding a patient progress report, you should ____.

Accepted Answer

A)  route the call to the physician immediately 
B)  take a message for the physician 
C)  handle the situation yourself 
D)  ask the nurse to handle the situation 
E)  tell the patient the physician will call him back shortly 
A)  route the call to the physician immediately 
B)  take a message for the physician 
C)  handle the situation yourself 
D)  ask the nurse to handle the situation 
E)  tell the patient the physician will call him back shortly

Question 13

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 14

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 15

When dealing with a telephone triage problem, remember ____.

Accepted Answer

A)  that you have permission to prescribe a medication 
B)  to tell the caller it is his responsibility to get better 
C)  to avoid wasting time by having the caller repeat any instructions you give 
D)  to advise the caller that recommendations are based on the symptoms and are not a diagnosis 
E)  that almost any problem can be diagnosed over the telephone by an experienced medical assistant 
A)  that you have permission to prescribe a medication 
B)  to tell the caller it is his responsibility to get better 
C)  to avoid wasting time by having the caller repeat any instructions you give 
D)  to advise the caller that recommendations are based on the symptoms and are not a diagnosis 
E)  that almost any problem can be diagnosed over the telephone by an experienced medical assistant

Question 16

When may a medical assistant authorize a pharmacy to refill a prescription?

Accepted Answer

A)  Never 
B)  If it is a regular medication for the patient 
C)  If the physician has authorized in the patient's chart that refills are approved 
D)  Only if the medical assistant has knowledge of the medication 
E)  If the patient states that this is an emergency 
A)  Never 
B)  If it is a regular medication for the patient 
C)  If the physician has authorized in the patient's chart that refills are approved 
D)  Only if the medical assistant has knowledge of the medication 
E)  If the patient states that this is an emergency

Question 17

When talking to a patient on the phone use ____.

Accepted Answer

A)  a low-pitched voice 
B)  technical language 
C)  a slow pace 
D)  a flat, disinterested tone of voice 
E)  a normal conversational tone 
A)  a low-pitched voice 
B)  technical language 
C)  a slow pace 
D)  a flat, disinterested tone of voice 
E)  a normal conversational tone

Question 18

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 19

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 20

If you cannot give your undivided attention to a caller because of an emergency in the office, ____.

Accepted Answer

A)  ask someone else in the office to take the call 
B)  explain the emergency situation to the caller 
C)  explain that you are handling an urgent matter and offer to call back 
D)  tell the caller you cannot talk and hang up 
E)  tell the caller to call back tomorrow when you are not so busy 
A)  ask someone else in the office to take the call 
B)  explain the emergency situation to the caller 
C)  explain that you are handling an urgent matter and offer to call back 
D)  tell the caller you cannot talk and hang up 
E)  tell the caller to call back tomorrow when you are not so busy

Exam 13: Telephone Techniques

A disadvantage of communicating by telephone is that ____.

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

If you do not recognize the name of the patient calling, the most appropriate response is

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

If a patient remains dissatisfied after discussing a bill, ____.

The recommended procedure for handling billing inquiries is to ____.

Which of the following can be used to obtain a long-distance telephone number?

Vinnie receives a call from Mr. Everson, who says his wife is confused. He says she is pale and is feeling faint and sweaty. Mr. Everson also says his wife has a weak, rapid pulse, and her skin is cool and moist. Vinnie should recognize these symptoms as ____.

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

What can you do to make a message concise?

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

When handling an incoming telephone call regarding a patient progress report, you should ____.

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

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

When dealing with a telephone triage problem, remember ____.

When may a medical assistant authorize a pharmacy to refill a prescription?

When talking to a patient on the phone use ____.

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

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?

If you cannot give your undivided attention to a caller because of an emergency in the 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

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