Question 1

What information should the medical assistant get from patients when they request a prescription?

Accepted Answer

A) The patient's last diagnosis 
B) The patient's last laboratory results 
C) Treatments the patient has tried 
D) The patient's medical history 
A) The patient's last diagnosis 
B) The patient's last laboratory results 
C) Treatments the patient has tried 
D) The patient's medical history

Question 2

Which of the following best describes the primary goal of "screening" telephone calls?

Accepted Answer

A) Preventing calls from reaching the physician 
B) Handling calls at the lowest level possible 
C) Selecting which calls should be forwarded to which staff members through an understanding of the purpose of the call 
D) Determining whether the calls are emergencies 
A) Preventing calls from reaching the physician 
B) Handling calls at the lowest level possible 
C) Selecting which calls should be forwarded to which staff members through an understanding of the purpose of the call 
D) Determining whether the calls are emergencies

Question 3

A patient must give oral permission before a member of the physician's staff can give information to third-party callers.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following procedures is not correct with regard to calling a pharmacy with a prescription?

Accepted Answer

A) Verifying that the pharmacy staff member took down the prescription accurately 
B) Noting on the chart the time and date the prescription was called in to the pharmacy 
C) Transcribing the information correctly when writing it down 
D) Calling in the prescription before verifying it with the physician 
A) Verifying that the pharmacy staff member took down the prescription accurately 
B) Noting on the chart the time and date the prescription was called in to the pharmacy 
C) Transcribing the information correctly when writing it down 
D) Calling in the prescription before verifying it with the physician

Question 5

The best policy for dealing with serious abnormal test results is to schedule a(n) __________ for the patient.

Accepted Answer

appointment
Serious

Question 6

Having a keen sense of what to do or say to maintain good relations with others is called __________.

Accepted Answer

tact
Tact is having

Question 7

Office staff members are not obligated to contact an insurance company about a denied claim on the patient's behalf.

Accepted Answer

A) True 
 B)False

Question 8

The continental United States is divided into __________ standard time zones.

Accepted Answer

four
4
The United St

Question 9

The mouthpiece should be 3 three inches away from the mouth when the medical assistant is talking into the telephone.

Accepted Answer

A) True 
 B)False

Question 10

Federal, state, county, and city government pages are often organized in telephone directories as the _____ pages.

Accepted Answer

A) yellow 
B) white 
C) blue 
D) orange 
A) yellow 
B) white 
C) blue 
D) orange

Question 11

If your office is on the West Coast, what time is the latest time to call the East Coast?

Accepted Answer

A) 11 AM 
B) 1 PM 
C) 2 PM 
D) 4 PM 
A) 11 AM 
B) 1 PM 
C) 2 PM 
D) 4 PM

Question 12

If a caller refuses to identify himself or herself, the medical assistant can put the call through to the physician right then.

Accepted Answer

A) True 
 B)False

Question 13

Performing many tasks at the same time is called __________.

Accepted Answer

multitasking
Multita

Question 14

If a patient calls the office and states that his or her condition has not improved since the office visit earlier in the week, the medical assistant can suggest over-the-counter medications that the patient could try.

Accepted Answer

A) True 
 B)False

Question 15

A minimum of __________ items of information is needed to take a phone message correctly.

Accepted Answer

seven
7
Seven elemen

Question 16

The medical assistant who answers the telephone in the physician's office performs __________ to determine whether a call needs to be put through to the physician immediately or a message should be taken.

Accepted Answer

screening
The medical assistan

Question 17

The medical assistant should never argue with a patient on the telephone or attempt to place blame on the patient's actions when a disagreement arises.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is not important when taking incoming calls at the physician's office?

Accepted Answer

A) Answering the phone promptly 
B) Getting off the phone in less than 2 minutes 
C) Identifying the caller 
D) Minimizing wait time 
A) Answering the phone promptly 
B) Getting off the phone in less than 2 minutes 
C) Identifying the caller 
D) Minimizing wait time

Question 19

A method of selecting the order in which patients receive medical treatment often is referred to as:

Accepted Answer

A) screening 
B) selection 
C) streamlining 
D) matrixing 
A) screening 
B) selection 
C) streamlining 
D) matrixing

Question 20

A pleasing telephone voice is developed by using:

Accepted Answer

A) customer service 
B) a monotone 
C) clarity 
D) professional jargon 
A) customer service 
B) a monotone 
C) clarity 
D) professional jargon

Exam 9: Telephone Techniques

What information should the medical assistant get from patients when they request a prescription?

Which of the following best describes the primary goal of "screening" telephone calls?

A patient must give oral permission before a member of the physician's staff can give information to third-party callers.

Which of the following procedures is not correct with regard to calling a pharmacy with a prescription?

The best policy for dealing with serious abnormal test results is to schedule a(n) __________ for the patient.

Having a keen sense of what to do or say to maintain good relations with others is called __________.

Office staff members are not obligated to contact an insurance company about a denied claim on the patient's behalf.

The continental United States is divided into __________ standard time zones.

The mouthpiece should be 3 three inches away from the mouth when the medical assistant is talking into the telephone.

Federal, state, county, and city government pages are often organized in telephone directories as the _____ pages.

If your office is on the West Coast, what time is the latest time to call the East Coast?

If a caller refuses to identify himself or herself, the medical assistant can put the call through to the physician right then.

Performing many tasks at the same time is called __________.

If a patient calls the office and states that his or her condition has not improved since the office visit earlier in the week, the medical assistant can suggest over-the-counter medications that the patient could try.

A minimum of __________ items of information is needed to take a phone message correctly.

The medical assistant who answers the telephone in the physician's office performs __________ to determine whether a call needs to be put through to the physician immediately or a message should be taken.

The medical assistant should never argue with a patient on the telephone or attempt to place blame on the patient's actions when a disagreement arises.

Which of the following is not important when taking incoming calls at the physician's office?

A method of selecting the order in which patients receive medical treatment often is referred to as:

A pleasing telephone voice is developed by using:

Becoming a Successful Student

The Healthcare Industry

The Medical Assisting Profession

Professional Behavior in the Workplace

Interpersonal Skills and Human Behavior

Medicine and Ethics

Medicine and Law

Computer Concepts

Scheduling Appointments

Patient Reception and Processing

Office Environment and Daily Operations

Written Communications and Mail Processing

The Paper Medical Record Formerly Medical Records Management

The Electronic Medical Record

Health Information Management

Privacy in the Physicians Office

Basics of Diagnostic Coding

Basics of Procedural Coding

Basics of Health Insurance

The Health Insurance Claim Form

Professional Fees, Billing, and Collecting

Banking Services and Procedures

Financial and Practice Management

Medical Practice Management and Human Resources

Medical Practice Marketing and Customer Service

Infection Control

Patient Assessment

Patient Education

Nutrition and Health Promotion

Vital Signs

Assisting With the Primary Physical Examination

Principles of Pharmacology

Pharmacology Math

Administering Medications

Emergency Preparedness and Assisting With Medical Emergencies

Assisting in Ophthalmology and Otolaryngology

Assisting in Dermatology

Assisting in Gastroenterology

Assisting in Urology and Male Reproduction

Assisting in Obstetrics and Gynecology

Assisting in Pediatrics

Assisting in Orthopedic Medicine

Assisting in Neurology and Mental Health

Assisting in Endocrinology

Assisting in Pulmonary Medicine

Assisting in Cardiology

Assisting in Geriatrics

Principles of Electrocardiography

Assisting With Diagnostic Imaging

Assisting in the Clinical Laboratory

Assisting in the Analysis of Urine

Assisting in Phlebotomy

Assisting in the Analysis of Blood

Assisting in Microbiology and Immunology

Surgical Supplies and Instruments

Surgical Asepsis and Assisting With Surgical Procedures

Career Development and Life Skills

Filters