Question 1

Which of the following is an example of the types of questions you need to ask in an emergency?

Accepted Answer

A)  What happened? Who is the patient? How long have you had these symptoms? Do you take medications? 
B)  What happened? Who is the patient? Is this a new patient? 
C)  How long have you had these symptoms? Is there any fever? Are you taking any medications? 
D)  What happened? Who is the patient? Is the patient breathing or bleeding? 
A)  What happened? Who is the patient? How long have you had these symptoms? Do you take medications? 
B)  What happened? Who is the patient? Is this a new patient? 
C)  How long have you had these symptoms? Is there any fever? Are you taking any medications? 
D)  What happened? Who is the patient? Is the patient breathing or bleeding?

Question 2

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

-scheduling patient test

Accepted Answer

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

Question 3

To ensure patient confidentiality and practice sensible risk management,never discuss a patient with which of the following?

Accepted Answer

A)  Members of the office staff when necessary to the patient's care 
B)  Patient's insurance carrier even if you have a signed release 
C)  Credit bureau/collection agency 
D)  Patient's attorney even if you have a signed release 
A)  Members of the office staff when necessary to the patient's care 
B)  Patient's insurance carrier even if you have a signed release 
C)  Credit bureau/collection agency 
D)  Patient's attorney even if you have a signed release

Question 4

Which of the following best describes the purpose of a standard telephone pad for taking messages?

Accepted Answer

A)  To have carbon copies in order to maintain written records 
B)  For emergency calls only 
C)  For making appointments 
D)  For screening calls 
A)  To have carbon copies in order to maintain written records 
B)  For emergency calls only 
C)  For making appointments 
D)  For screening calls

Question 5

What information is the medical assistant required to obtain on a new patient contacting the office?

Accepted Answer

A)  Patient's name 
B)  Name of referral source 
C)  Daytime telephone number 
D)  All of the above 
A)  Patient's name 
B)  Name of referral source 
C)  Daytime telephone number 
D)  All of the above

Question 6

Which of the following terms best describes using a voice that varies in pitch and intensity?

Accepted Answer

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

Question 7

Which of the following phone calls should be referred to the provider?

Accepted Answer

A)  Billing questions 
B)  Complaints about medical treatment or care 
C)  Questions regarding office hours 
D)  Patients requesting to schedule an appointment 
A)  Billing questions 
B)  Complaints about medical treatment or care 
C)  Questions regarding office hours 
D)  Patients requesting to schedule an appointment

Question 8

The provider is seeing a patient.In which of the following situations would you put the caller directly through to the physician?

Accepted Answer

A)  Laboratory is reporting test results. 
B)  Caller will give his name to provider only. 
C)  Another provider is calling from another facility. 
D)  Pharmacy is calling for narcotic refill. 
A)  Laboratory is reporting test results. 
B)  Caller will give his name to provider only. 
C)  Another provider is calling from another facility. 
D)  Pharmacy is calling for narcotic refill.

Question 9

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

-other providers

Accepted Answer

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

Question 10

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

-information about the practice

Accepted Answer

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

Question 11

The medical assistant should answer the telephone by the end of which ring in order to create a positive impression to the patient?

Accepted Answer

A)  First 
B)  Second 
C)  Third 
D)  Fourth 
A)  First 
B)  Second 
C)  Third 
D)  Fourth

Question 12

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

-billing question

Accepted Answer

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

Question 13

Which of the following is NOT a consideration to use for effective message taking?

Accepted Answer

A)  Use a standard message pad with a carbonless copy. 
B)  Always attach a patient's message to the chart before putting it on the provider's desk. 
C)  Use technical terms to convey a professional image. 
D)  When you take a message, give callers an approximate callback time. 
A)  Use a standard message pad with a carbonless copy. 
B)  Always attach a patient's message to the chart before putting it on the provider's desk. 
C)  Use technical terms to convey a professional image. 
D)  When you take a message, give callers an approximate callback time.

Question 14

Which of the following telephone courtesies should be used while on the telephone with a patient?

Accepted Answer

A)  Use jargon. 
B)  Use common terms. 
C)  Use slang. 
D)  Never use caller's name. 
A)  Use jargon. 
B)  Use common terms. 
C)  Use slang. 
D)  Never use caller's name.

Question 15

For the non-bilingual medical assistant,what technique may help with communication to non-English speaking patients?

Accepted Answer

A)  Speak louder than normal 
B)  Speak faster than normal 
C)  Ask the person whether clarification is needed 
D)  Be impatient 
A)  Speak louder than normal 
B)  Speak faster than normal 
C)  Ask the person whether clarification is needed 
D)  Be impatient

Question 16

Which of the following is NOT an advantage of the fax machine in the medical office?

Accepted Answer

A)  The document is transmitted immediately. 
B)  The cost of a fax is approximately the same as a telephone call. 
C)  Patient care can be enhanced. 
D)  Faxes are easy to use because most have to be forwarded to the provider. 
A)  The document is transmitted immediately. 
B)  The cost of a fax is approximately the same as a telephone call. 
C)  Patient care can be enhanced. 
D)  Faxes are easy to use because most have to be forwarded to the provider.

Question 17

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

-STAT Report

Accepted Answer

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

Question 18

What is the primary reason for repeating information back to a caller while screening calls?

Accepted Answer

A)  Gives the caller a chance to clarify and/or confirm information 
B)  Lets the caller know you are listening 
C)  Gives appearance of professionalism 
D)  Keeps you focused 
A)  Gives the caller a chance to clarify and/or confirm information 
B)  Lets the caller know you are listening 
C)  Gives appearance of professionalism 
D)  Keeps you focused

Exam 12: Telecommunications

Which of the following is an example of the types of questions you need to ask in an emergency?

MATCHING Indicate whether the medical assistant or provider should process the calls listed. -scheduling patient test

To ensure patient confidentiality and practice sensible risk management,never discuss a patient with which of the following?

Which of the following best describes the purpose of a standard telephone pad for taking messages?

What information is the medical assistant required to obtain on a new patient contacting the office?

Which of the following terms best describes using a voice that varies in pitch and intensity?

Which of the following phone calls should be referred to the provider?

The provider is seeing a patient.In which of the following situations would you put the caller directly through to the physician?

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

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

The medical assistant should answer the telephone by the end of which ring in order to create a positive impression to the patient?

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

Which of the following is NOT a consideration to use for effective message taking?

Which of the following telephone courtesies should be used while on the telephone with a patient?

For the non-bilingual medical assistant,what technique may help with communication to non-English speaking patients?

Which of the following is NOT an advantage of the fax machine in the medical office?

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

What is the primary reason for repeating information back to a caller while screening calls?

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