Question 1

Which of the following is NOT a communication problem associated with the elderly?

Accepted Answer

A)  Impaired hearing 
B)  Inability to understand new procedures 
C)  Inability to move quickly 
D)  Confusion 
A)  Impaired hearing 
B)  Inability to understand new procedures 
C)  Inability to move quickly 
D)  Confusion C

Question 2

MATCHING
Indicate whether the medical assistant or provider should process the calls listed.

-provider's family

Accepted Answer

A) medical assistant 
B) provider 
A) medical assistant 
B) provider B

Question 3

Which is not a type of VoIP service?

Accepted Answer

A)  Protocol connection 
B)  Computer/computer 
C)  IP phone 
D)  Analog telephone adapter 
A)  Protocol connection 
B)  Computer/computer 
C)  IP phone 
D)  Analog telephone adapter A

Question 4

Which of the following is a way by which first impressions are conveyed?

Accepted Answer

A)  Body posture 
B)  Body language 
C)  Facial expressions 
D)  All of the above 
A)  Body posture 
B)  Body language 
C)  Facial expressions 
D)  All of the above

Question 5

Which of the following best describes the process of communicating in digital form over computer networks?

Accepted Answer

A)  Facsimile machine 
B)  Automated routing unit 
C)  E-mail 
D)  Answering service 
A)  Facsimile machine 
B)  Automated routing unit 
C)  E-mail 
D)  Answering service

Question 6

An important part of telephone courtesy is listening.Which of the following is NOT an appropriate action when listening?

Accepted Answer

A)  Pay attention to what is being said. 
B)  Do not interrupt. 
C)  Use empathy. 
D)  Help slow talkers finish their sentences. 
E)  Listen to tone of voice. 
A)  Pay attention to what is being said. 
B)  Do not interrupt. 
C)  Use empathy. 
D)  Help slow talkers finish their sentences. 
E)  Listen to tone of voice.

Question 7

When handling problem calls,which of the following is NOT an appropriate action for the medical assistant to use in order to help the caller calm down?

Accepted Answer

A)  Listen to what is upsetting the caller. 
B)  Immediately tell them how you can help them. 
C)  Defuse the situation. 
D)  Remain calm and in control. 
A)  Listen to what is upsetting the caller. 
B)  Immediately tell them how you can help them. 
C)  Defuse the situation. 
D)  Remain calm and in control.

Question 8

Which of the following terms best describes speaking your words clearly and articulating carefully?

Accepted Answer

A)  Pronunciation 
B)  Articulation 
C)  Enunciation 
D)  Locution 
E)  Modulation 
A)  Pronunciation 
B)  Articulation 
C)  Enunciation 
D)  Locution 
E)  Modulation

Question 9

Which of the following is the act of evaluating the urgency of a medical situation and prioritizing treatment?

Accepted Answer

A)  Listening 
B)  Screening 
C)  Empathy 
D)  Fluency 
A)  Listening 
B)  Screening 
C)  Empathy 
D)  Fluency

Question 10

MATCHING
Indicate whether the medical assistant or provider should process the calls listed.

-insurance information

Accepted Answer

A) medical assistant 
B) provider 
A) medical assistant 
B) provider

Question 11

MATCHING
Indicate whether the medical assistant or provider should process the calls listed.

-routine progress reports

Accepted Answer

A) medical assistant 
B) provider 
A) medical assistant 
B) provider

Question 12

Which of the following has a profound effect on how you sound to the person on the other end of the line?

Accepted Answer

A)  Volume 
B)  Enunciation 
C)  Pronunciation 
D)  All of the above 
A)  Volume 
B)  Enunciation 
C)  Pronunciation 
D)  All of the above

Question 13

In the medical office,which of the following calls would be routed to the clinical medical assistant?

Accepted Answer

A)  Billing questions 
B)  Scheduling tests for patients 
C)  Requests for new prescriptions 
D)  Other providers 
A)  Billing questions 
B)  Scheduling tests for patients 
C)  Requests for new prescriptions 
D)  Other providers

Question 14

According to telephone courtesies,when is it acceptable to place a patient on hold?

Accepted Answer

A)  When it is an urgent call 
B)  When it is an emergency only 
C)  When you have the patient's name and why they are calling 
D)  Anytime, without asking and receiving permission to do so 
A)  When it is an urgent call 
B)  When it is an emergency only 
C)  When you have the patient's name and why they are calling 
D)  Anytime, without asking and receiving permission to do so

Question 15

Which of the following best describes a system that answers the call and provides the caller with a choice of departments or services that can be accessed by pressing a specified number on the touch-tone telephone?

Accepted Answer

A)  Facsimile machine 
B)  Automated routing unit 
C)  Electronic mail 
D)  Answering service 
A)  Facsimile machine 
B)  Automated routing unit 
C)  Electronic mail 
D)  Answering service

Question 16

You start an incoming call by asking the caller some questions in order to screen calls.Why is this important?

Accepted Answer

A)  To be sure the caller talks to the person who will be most helpful 
B)  To elicit information and give you time to think 
C)  To give you time to signal the office manager for help 
D)  To get out your protocol book to help the person 
A)  To be sure the caller talks to the person who will be most helpful 
B)  To elicit information and give you time to think 
C)  To give you time to signal the office manager for help 
D)  To get out your protocol book to help the person

Question 17

Administrative medical assistants staffing the reception desk would be responsible for which of the following tasks?

Accepted Answer

A)  Greeting patients 
B)  Scheduling appointments 
C)  Answering general questions about the practice 
D)  a and b only 
E)  a, b, and c 
A)  Greeting patients 
B)  Scheduling appointments 
C)  Answering general questions about the practice 
D)  a and b only 
E)  a, b, and c

Question 18

While you are asking questions,the person states,"I just took a bunch of pills." What do you ask next?

Accepted Answer

A)  How much did you take? 
B)  Are there overdose instructions on the bottle? 
C)  What did you take? 
D)  What is the medication dosage? 
A)  How much did you take? 
B)  Are there overdose instructions on the bottle? 
C)  What did you take? 
D)  What is the medication dosage?

Question 19

MATCHING
Indicate whether the medical assistant or provider should process the calls listed.

-prescription refill request

Accepted Answer

A) medical assistant 
B) provider 
A) medical assistant 
B) provider

Question 20

MATCHING
Indicate whether the medical assistant or provider should process the calls listed.

-pharmaceutical sale representative

Accepted Answer

A) medical assistant 
B) provider 
A) medical assistant 
B) provider

Exam 12: Telecommunications

Which of the following is NOT a communication problem associated with the elderly?

MATCHING Indicate whether the medical assistant or provider should process the calls listed. -provider's family

Which is not a type of VoIP service?

Which of the following is a way by which first impressions are conveyed?

Which of the following best describes the process of communicating in digital form over computer networks?

An important part of telephone courtesy is listening.Which of the following is NOT an appropriate action when listening?

When handling problem calls,which of the following is NOT an appropriate action for the medical assistant to use in order to help the caller calm down?

Which of the following terms best describes speaking your words clearly and articulating carefully?

Which of the following is the act of evaluating the urgency of a medical situation and prioritizing treatment?

MATCHING Indicate whether the medical assistant or provider should process the calls listed. -insurance information

MATCHING Indicate whether the medical assistant or provider should process the calls listed. -routine progress reports

Which of the following has a profound effect on how you sound to the person on the other end of the line?

In the medical office,which of the following calls would be routed to the clinical medical assistant?

According to telephone courtesies,when is it acceptable to place a patient on hold?

Which of the following best describes a system that answers the call and provides the caller with a choice of departments or services that can be accessed by pressing a specified number on the touch-tone telephone?

You start an incoming call by asking the caller some questions in order to screen calls.Why is this important?

Administrative medical assistants staffing the reception desk would be responsible for which of the following tasks?

While you are asking questions,the person states,"I just took a bunch of pills." What do you ask next?

MATCHING Indicate whether the medical assistant or provider should process the calls listed. -prescription refill request

MATCHING Indicate whether the medical assistant or provider should process the calls listed. -pharmaceutical sale representative

The Medical Assisting Profession

Health Care Settings and the Health Care Team

History of Medicine

Coping Skills for the Medical Assistant

Therapeutic Communication Skills

The Therapeutic Approach to the Patient With Life-Threatening Illness

Legal Considerations

Ethical Considerations

Emergency Procedures and First AID

Creating the Facility Environment

Computers in the Ambulatory Care Setting

Patient Scheduling

Medical Records Management

Written Communications

Medical Documents

Medical Insurance

Medical Insurance Coding

Daily Financial Practices

Billing and Collections

Accounting Practices

The Medical Assistant As Clinic Manager

The Medical Assistant As Human Resources Manager

Preparing for Medical Assisting Credentials

Employment Strategies

Filters