Question 1

Match each "phone tone" with the message it sends to a listener.
-I'm enthusiastic about this subject!

Accepted Answer

A) monotone, flat voice 
B) slow speed and low pitch 
C) high-pitched, empathetic voice 
D) abrupt speed and loud tone 
E) high pitch combined with drawn-out speed 
A) monotone, flat voice 
B) slow speed and low pitch 
C) high-pitched, empathetic voice 
D) abrupt speed and loud tone 
E) high pitch combined with drawn-out speed C

Question 2

Match each term with its definition.
-Allows participants in different locations to hear and see each other at the same time

Accepted Answer

A) Health Insurance Portability and Accessibility Act (HIPA
A)  
B) Confidential Communication Preference (CCP) 
C) Interpreter Service 
D) electronic message template 
E) answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines 
A) Health Insurance Portability and Accessibility Act (HIPA
A)  
B) Confidential Communication Preference (CCP) 
C) Interpreter Service 
D) electronic message template 
E) answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines I

Question 3

Match each "phone tone" with the message it sends to a listener.
-I don't believe what I'm hearing.

Accepted Answer

A) monotone, flat voice 
B) slow speed and low pitch 
C) high-pitched, empathetic voice 
D) abrupt speed and loud tone 
E) high pitch combined with drawn-out speed 
A) monotone, flat voice 
B) slow speed and low pitch 
C) high-pitched, empathetic voice 
D) abrupt speed and loud tone 
E) high pitch combined with drawn-out speed E

Question 4

If a person claiming to be a patient's attorney calls to request information from the patient's medical record, you should:

Accepted Answer

A)  provide it promptly 
B)  refuse to provide it 
C)  verify that the attorney is authorized to receive it and provide it promptly 
D)  verify that the attorney is authorized to receive it and offer to call them back 
A)  provide it promptly 
B)  refuse to provide it 
C)  verify that the attorney is authorized to receive it and provide it promptly 
D)  verify that the attorney is authorized to receive it and offer to call them back

Question 5

Match each type of call with the method of routing commonly used. (Answers may be used more than once.)
-Prescription refills

Accepted Answer

A) immediately route to the physician 
B) record a message for the physician 
C) route to the clinical medical assistant 
D) route to the administrative medical assistant 
A) immediately route to the physician 
B) record a message for the physician 
C) route to the clinical medical assistant 
D) route to the administrative medical assistant

Question 6

Match each "phone tone" with the message it sends to a listener.
-I'm angry and not open to input.

Accepted Answer

A) monotone, flat voice 
B) slow speed and low pitch 
C) high-pitched, empathetic voice 
D) abrupt speed and loud tone 
E) high pitch combined with drawn-out speed 
A) monotone, flat voice 
B) slow speed and low pitch 
C) high-pitched, empathetic voice 
D) abrupt speed and loud tone 
E) high pitch combined with drawn-out speed

Question 7

Match each term with its definition.
-May be used to allow patients to request prescription refills

Accepted Answer

A) Health Insurance Portability and Accessibility Act (HIPA
A)  
B) Confidential Communication Preference (CCP) 
C) Interpreter Service 
D) electronic message template 
E) answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines 
A) Health Insurance Portability and Accessibility Act (HIPA
A)  
B) Confidential Communication Preference (CCP) 
C) Interpreter Service 
D) electronic message template 
E) answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 8

Match each type of call with the method of routing commonly used. (Answers may be used more than once.)
-Hospital calling for orders

Accepted Answer

A) immediately route to the physician 
B) record a message for the physician 
C) route to the clinical medical assistant 
D) route to the administrative medical assistant 
A) immediately route to the physician 
B) record a message for the physician 
C) route to the clinical medical assistant 
D) route to the administrative medical assistant

Question 9

Match each term with its definition.
-System designed to address patients' language needs

Accepted Answer

A) Health Insurance Portability and Accessibility Act (HIPA
A)  
B) Confidential Communication Preference (CCP) 
C) Interpreter Service 
D) electronic message template 
E) answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines 
A) Health Insurance Portability and Accessibility Act (HIPA
A)  
B) Confidential Communication Preference (CCP) 
C) Interpreter Service 
D) electronic message template 
E) answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 10

Match each type of call with the method of routing commonly used. (Answers may be used more than once.)
-Patient requesting test results known to be abnormal

Accepted Answer

A) immediately route to the physician 
B) record a message for the physician 
C) route to the clinical medical assistant 
D) route to the administrative medical assistant 
A) immediately route to the physician 
B) record a message for the physician 
C) route to the clinical medical assistant 
D) route to the administrative medical assistant

Question 11

When answering a telephone call, you should not:

Accepted Answer

A)  remain expressionless 
B)  identify yourself 
C)  repeat back to the caller any information you record 
D)  let the caller know when they may expect a response 
A)  remain expressionless 
B)  identify yourself 
C)  repeat back to the caller any information you record 
D)  let the caller know when they may expect a response

Question 12

Match each type of call with the method of routing commonly used. (Answers may be used more than once.)
-Patient requesting to schedule an appointment

Accepted Answer

A) immediately route to the physician 
B) record a message for the physician 
C) route to the clinical medical assistant 
D) route to the administrative medical assistant 
A) immediately route to the physician 
B) record a message for the physician 
C) route to the clinical medical assistant 
D) route to the administrative medical assistant

Question 13

If a caller makes threats, you should:

Accepted Answer

A)  hang up immediately 
B)  hand the phone over to your supervisor 
C)  document the information about the caller and the threat and end the call 
D)  try to calm the caller or wait until he or she hangs up 
A)  hang up immediately 
B)  hand the phone over to your supervisor 
C)  document the information about the caller and the threat and end the call 
D)  try to calm the caller or wait until he or she hangs up

Question 14

If a caller is requesting information, you should ask if you can call him or her back if it will take you longer than ____ to retrieve it.

Accepted Answer

A)  30 seconds 
B)  1 minute 
C)  3 minutes 
D)  5 minutes 
A)  30 seconds 
B)  1 minute 
C)  3 minutes 
D)  5 minutes

Question 15

Phone menus are designed to:

Accepted Answer

A)  increase efficiency 
B)  route all calls to a central operator 
C)  disconnect the caller if none of the menu options apply to the call 
D)  keep the caller on hold 
A)  increase efficiency 
B)  route all calls to a central operator 
C)  disconnect the caller if none of the menu options apply to the call 
D)  keep the caller on hold

Question 16

Match each term with its definition.
-Used for reference when placing long distance phone calls

Accepted Answer

A) Health Insurance Portability and Accessibility Act (HIPA
A)  
B) Confidential Communication Preference (CCP) 
C) Interpreter Service 
D) electronic message template 
E) answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines 
A) Health Insurance Portability and Accessibility Act (HIPA
A)  
B) Confidential Communication Preference (CCP) 
C) Interpreter Service 
D) electronic message template 
E) answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 17

When a patient calls with a medical question, you should:

Accepted Answer

A)  treat the question lightly if you feel the patient's concern is unfounded 
B)  guess at the answer if you are not sure 
C)  ask the patient to call back at a later time when the doctor is not busy 
D)  document the patient's information and relay it to the doctor for review 
A)  treat the question lightly if you feel the patient's concern is unfounded 
B)  guess at the answer if you are not sure 
C)  ask the patient to call back at a later time when the doctor is not busy 
D)  document the patient's information and relay it to the doctor for review

Question 18

When obtaining a telephone message from a recording device or outside answering service, you should not:

Accepted Answer

A)  use active listening skills 
B)  also check the fax machine and office email for additional messages 
C)  list all patients who leave messages so you can pull their charts 
D)  prioritize messages according to the order in which they were received 
A)  use active listening skills 
B)  also check the fax machine and office email for additional messages 
C)  list all patients who leave messages so you can pull their charts 
D)  prioritize messages according to the order in which they were received

Question 19

You do not need to include which of the following types of information when transmitting a prescription refill request to a pharmacy?

Accepted Answer

A)  dosage information 
B)  date the prescription was first filled 
C)  number of refills 
D)  name of the medication 
A)  dosage information 
B)  date the prescription was first filled 
C)  number of refills 
D)  name of the medication

Question 20

Which of the following is the most appropriate question to ask when scheduling an appointment?

Accepted Answer

A)  Are you a patient here? 
B)  What do you think is wrong with you? 
C)  What is the reason for the visit? 
D)  When would you like to come in? 
A)  Are you a patient here? 
B)  What do you think is wrong with you? 
C)  What is the reason for the visit? 
D)  When would you like to come in?

Exam 9: Anatomic Descriptors and Fundamental Body Structure

Match each "phone tone" with the message it sends to a listener. -I'm enthusiastic about this subject!

Match each term with its definition. -Allows participants in different locations to hear and see each other at the same time

Match each "phone tone" with the message it sends to a listener. -I don't believe what I'm hearing.

If a person claiming to be a patient's attorney calls to request information from the patient's medical record, you should:

Match each type of call with the method of routing commonly used. (Answers may be used more than once.) -Prescription refills

Match each "phone tone" with the message it sends to a listener. -I'm angry and not open to input.

Match each term with its definition. -May be used to allow patients to request prescription refills

Match each type of call with the method of routing commonly used. (Answers may be used more than once.) -Hospital calling for orders

Match each term with its definition. -System designed to address patients' language needs

Match each type of call with the method of routing commonly used. (Answers may be used more than once.) -Patient requesting test results known to be abnormal

When answering a telephone call, you should not:

Match each type of call with the method of routing commonly used. (Answers may be used more than once.) -Patient requesting to schedule an appointment

If a caller makes threats, you should:

If a caller is requesting information, you should ask if you can call him or her back if it will take you longer than ____ to retrieve it.

Phone menus are designed to:

Match each term with its definition. -Used for reference when placing long distance phone calls

When a patient calls with a medical question, you should:

When obtaining a telephone message from a recording device or outside answering service, you should not:

You do not need to include which of the following types of information when transmitting a prescription refill request to a pharmacy?

Which of the following is the most appropriate question to ask when scheduling an appointment?

The Medical Assistant

The Health Care Team and the Medical Environment, Past and Present

Legal Issues

Ethical Issues

Verbal and Nonverbal Communications

Applying Communication Skills

Introduction to Medical Terminology

Understanding and Building Medical Terms of Body Systems

The Nervous System

The Senses

The Integumentary System

The Skeletal System

The Muscular System

The Respiratory System

The Circulatory System

The Immune System

The Digestive System

The Urinary System

The Endocrine System

The Reproductive System

Telephone Communications

Written Communications

Operating Computers and Office Equipment

Scheduling Appointments and Receiving Patients

The Medical Record, Documentation, and Filing

Health Insurance

Procedural and Diagnostic Coding

Patient Accounts

Preparing Insurance Claims and Posting Insurance Payments

Patient Billing, Posting Patient Payments, and Collecting Fees

Banking Procedures

Accounts Payable and Accounting Procedures

Infection Control and Medical Asepsis

The Medical History and Patient Screening

Body Measurements and Vital Signs

Preparing for Examinations

The Physical Exam

Specialty Exams and Other Procedures

Obgyn Examinations

Pediatric Examinations

The Physicians Office Laboratory

Specimen Collection and Processing

Blood Specimen Collection

Diagnostic Testing

Cardiology Procedures

Radiology Procedures

Preparing for Surgery

Assisting With Minor Surgery

Pharmacology Fundamentals

Measurement Systems, Basic Mathematics, and Dosage Calculations

Administering Oral and Non-Injectable Medications

Administering Injections and Immunizations

Emergencies in the Medical Office and the Community

First Aid for Accidents and Injuries

Rehabilitation

Nutrition, Exercise, and Healthy Living

Practicum and the Job Search

Maintaining the Office Environment

Filters