Question 1

STAT means "as soon as possible."

Accepted Answer

A) True 
 B)False  FALSE

Question 2

If a question arises as to how a task should be handled in the office, the medical assistant should consult the ___________________________.

Accepted Answer

policy and procedures manual
Office policy and procedures manuals should detail each step of tasks that are performed in the medical office.

Question 3

The technical terminology or characteristic idiom of a particular group is called

Accepted Answer

A)  salutation. 
B)  monotone. 
C)  jargon. 
D)  enunciation. 
A)  salutation. 
B)  monotone. 
C)  jargon. 
D)  enunciation. C

Question 4

Office policy must dictate that medical assistants can give __________ results to patients before they perform this task (unless this is prohibited in their state).

Accepted Answer

test
Medical assistants should

Question 5

Referrals to other physicians should always be __________ in the patient's medical record.

Accepted Answer

documented
Any referral to another physi

Question 6

Patients should always be given an exact time that the physician will return a call.

Accepted Answer

A) True 
 B)False

Question 7

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.

Question 8

The office should have a clear set of ____________ to the facility available so that they can be easily given to patients who request them.

Accepted Answer

directions
A clear set of dire

Question 9

The medical assistant should speak at a moderate pace when talking with patients on the telephone.

Accepted Answer

A) True 
 B)False

Question 10

When answering a telephone for a healthcare practice, which of the following practices helps create a positive impression on the caller?

Accepted Answer

A)  Speak in monotone 
B)  Smile 
C)  Use medical jargon 
D)  All of the above 
A)  Speak in monotone 
B)  Smile 
C)  Use medical jargon 
D)  All of the above

Question 11

The medical assistant can refer patients to an Internet map if they call for directions to the physician's office.

Accepted Answer

A) True 
 B)False

Question 12

The guidelines for medical confidentiality apply equally to telephone conversations; therefore take care that no one overhears sensitive information.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following are common sources of incoming calls to the physician's office?

Accepted Answer

A)  Other physicians 
B)  New patients 
C)  Laboratories 
D)  All of the above 
A)  Other physicians 
B)  New patients 
C)  Laboratories 
D)  All of the above

Question 14

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

Accepted Answer

four
The United Stat

Question 15

Which of the following is essential to active listening?

Accepted Answer

A)  Listen to what the speaker is saying 
B)  Listen to nonverbal clues 
C)  Interpret what the message is 
D)  Restate the message 
E)  All of the above 
A)  Listen to what the speaker is saying 
B)  Listen to nonverbal clues 
C)  Interpret what the message is 
D)  Restate the message 
E)  All of the above

Question 16

Which of the following greetings is recommended as appropriate for handling incoming calls in an extremely busy medical office?

Accepted Answer

A)  "Good morning. This is Dr. Bewell's office. Ms. Blakely speaking." 
B)  "Dr. Bewell's office. Ms. Blakely speaking." 
C)  "Thank you for calling Dr. Bewell's office. This is Tina." 
D)  "Dr. Bewell's office." 
A)  "Good morning. This is Dr. Bewell's office. Ms. Blakely speaking." 
B)  "Dr. Bewell's office. Ms. Blakely speaking." 
C)  "Thank you for calling Dr. Bewell's office. This is Tina." 
D)  "Dr. Bewell's office."

Question 17

The medical assistant may help an angry caller to calm down by

Accepted Answer

A)  speaking in a lower tone of voice. 
B)  getting angry in return. 
C)  passing the situation off to the office manager immediately. 
D)  calling the physician into the situation. 
A)  speaking in a lower tone of voice. 
B)  getting angry in return. 
C)  passing the situation off to the office manager immediately. 
D)  calling the physician into the situation.

Question 18

Active listening involves

Accepted Answer

A)  giving the same attention to a person on the phone as would be given to a person face to face. 
B)  concentrating on the conversation at hand. 
C)  discovering vital information. 
D)  All of the above 
A)  giving the same attention to a person on the phone as would be given to a person face to face. 
B)  concentrating on the conversation at hand. 
C)  discovering vital information. 
D)  All of the above

Question 19

Placing and receiving personal calls should be avoided during business hours.

Accepted Answer

A) True 
 B)False

Question 20

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

Exam 8: Telephone Techniques

STAT means "as soon as possible."

If a question arises as to how a task should be handled in the office, the medical assistant should consult the ___________________________.

The technical terminology or characteristic idiom of a particular group is called

Office policy must dictate that medical assistants can give __________ results to patients before they perform this task (unless this is prohibited in their state).

Referrals to other physicians should always be __________ in the patient's medical record.

Patients should always be given an exact time that the physician will return a call.

A pleasing telephone voice is developed by using

The office should have a clear set of ____________ to the facility available so that they can be easily given to patients who request them.

The medical assistant should speak at a moderate pace when talking with patients on the telephone.

When answering a telephone for a healthcare practice, which of the following practices helps create a positive impression on the caller?

The medical assistant can refer patients to an Internet map if they call for directions to the physician's office.

The guidelines for medical confidentiality apply equally to telephone conversations; therefore take care that no one overhears sensitive information.

Which of the following are common sources of incoming calls to the physician's office?

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

Which of the following is essential to active listening?

Which of the following greetings is recommended as appropriate for handling incoming calls in an extremely busy medical office?

The medical assistant may help an angry caller to calm down by

Active listening involves

Placing and receiving personal calls should be avoided during business hours.

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

Competency-Based Education and the Medical Assistant Student

The Medical Assistant and the Healthcare Team

Professional Behavior in the Workplace

Therapeutic Communications

Medicine and Law

Medicine and Ethics

Technology and Written Communication in the Medical Office

Scheduling Appointments and Patient Processing

Daily Operations in the Ambulatory Care Setting

The Health Record

Basics of Diagnostic Coding

Basics of Procedural Coding

Basics of Health Insurance

Medical Billing and Reimbursement

Patient Accounts, Collections, and Practice Management

Banking Services and Procedures

Supervision and Human Resources Management

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

Safety and Emergency Practices

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 Blood Collection

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

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