Question 1

When answering incoming calls, what is the first thing the caller should hear?

Accepted Answer

A)  The name of the facility 
B)  Your name 
C)  Your offer to help or assist 
D)  All of the above 
A)  The name of the facility 
B)  Your name 
C)  Your offer to help or assist 
D)  All of the above

Question 2

Answering services can be used for which of the following?

Accepted Answer

A)  Cover the telephone if all staff members need to be away at the same time 
B)  Buffer and screen after-hours calls 
C)  Act as the first point of contact with the practice 
D)  Take messages 
E)  Both A and B 
A)  Cover the telephone if all staff members need to be away at the same time 
B)  Buffer and screen after-hours calls 
C)  Act as the first point of contact with the practice 
D)  Take messages 
E)  Both A and B

Question 3

Some managed care organizations require a physician __________ before a patient may see a specialist.

Accepted Answer

referral
Some managed care pla

Question 4

An alternative to using directory assistance is using the __________ to find phone numbers.

Accepted Answer

Internet
The Internet is a goo

Question 5

Which of the following types of communication tools is best for two-way communication?

Accepted Answer

A)  Voice mail 
B)  Fax 
C)  Pager 
D)  Cell phone 
A)  Voice mail 
B)  Fax 
C)  Pager 
D)  Cell phone

Question 6

Complaints about fees must always be directed to the office manager.

Accepted Answer

A) True 
 B)False

Question 7

Many __________ calls require the good judgment of the medical assistant answering the phone.

Accepted Answer

emergency
Emergency

Question 8

When using speakerphone, which of the following should occur to comply with HIPAA?

Accepted Answer

A)  Inform the caller that you will be using speakerphone 
B)  Let the person know who else will be listening in 
C)  Door or reception window should be closed 
D)  Should not be used in areas where conversation can be overheard 
A)  Inform the caller that you will be using speakerphone 
B)  Let the person know who else will be listening in 
C)  Door or reception window should be closed 
D)  Should not be used in areas where conversation can be overheard

Question 9

If your office is in California and it is noon, what time is it on the East Coast?

Accepted Answer

A)  8 AM 
B)  9 AM 
C)  3 PM 
D)  4 PM 
A)  8 AM 
B)  9 AM 
C)  3 PM 
D)  4 PM

Question 10

A provider can only be a company that provides medical equipment or services to patients.

Accepted Answer

A) True 
 B)False

Question 11

STAT laboratory results are often __________ to the physician's office to provide a written copy of the information.

Accepted Answer

faxed
A faxed copy of STAT lab

Question 12

Legible and complete phone messages are vital, because they can be brought into __________ and offered as evidence.

Accepted Answer

court
Because phone messages a

Question 13

How long are records of telephone messages retained?

Accepted Answer

A)  The same period that the statute of limitations runs for medical professional liability cases 
B)  5 years 
C)  7 years 
D)  1 week 
A)  The same period that the statute of limitations runs for medical professional liability cases 
B)  5 years 
C)  7 years 
D)  1 week

Question 14

Which of the following types of communication tools can be used to record verbal messages?

Accepted Answer

A)  Voice mail 
B)  Fax 
C)  E-mail 
D)  Call waiting 
A)  Voice mail 
B)  Fax 
C)  E-mail 
D)  Call waiting

Question 15

Which of the following is not required when a telephone message is taken?

Accepted Answer

A)  The caller's name and phone number 
B)  The time and date 
C)  The name of the person to whom the call is directed 
D)  The caller's account number 
A)  The caller's name and phone number 
B)  The time and date 
C)  The name of the person to whom the call is directed 
D)  The caller's account number

Question 16

Pitch is

Accepted Answer

A)  the choice of words. 
B)  the highness or lowness of sound. 
C)  the quality of being clear. 
D)  a change in pitch. 
A)  the choice of words. 
B)  the highness or lowness of sound. 
C)  the quality of being clear. 
D)  a change in pitch.

Question 17

When dealing with an emergency call, the medical assistant should never __________ until help has reached the patient.

Accepted Answer

hang up
In emergenci

Question 18

Most providers allow medical assistants to give test results in which of the following circumstances?

Accepted Answer

A)  Only normal test results 
B)  Abnormal test results if authorized by the provider 
C)  A caller asking for information on a spouse or child 
D)  Both A and B 
A)  Only normal test results 
B)  Abnormal test results if authorized by the provider 
C)  A caller asking for information on a spouse or child 
D)  Both A and B

Question 19

The medical assistant should use medical jargon with patients and lay terms with physicians and other medical personnel.

Accepted Answer

A) True 
 B)False

Question 20

When placing callers on hold, how often should you check back to make sure the caller still wants to remain on hold?

Accepted Answer

A)  No longer than 1 minute 
B)  Every 2 minutes 
C)  Until time is available to talk 
D)  It is not necessary to check back; patients will hold until you return to the call 
A)  No longer than 1 minute 
B)  Every 2 minutes 
C)  Until time is available to talk 
D)  It is not necessary to check back; patients will hold until you return to the call

Exam 8: Telephone Techniques

When answering incoming calls, what is the first thing the caller should hear?

Answering services can be used for which of the following?

Some managed care organizations require a physician __________ before a patient may see a specialist.

An alternative to using directory assistance is using the __________ to find phone numbers.

Which of the following types of communication tools is best for two-way communication?

Complaints about fees must always be directed to the office manager.

Many __________ calls require the good judgment of the medical assistant answering the phone.

When using speakerphone, which of the following should occur to comply with HIPAA?

If your office is in California and it is noon, what time is it on the East Coast?

A provider can only be a company that provides medical equipment or services to patients.

STAT laboratory results are often __________ to the physician's office to provide a written copy of the information.

Legible and complete phone messages are vital, because they can be brought into __________ and offered as evidence.

How long are records of telephone messages retained?

Which of the following types of communication tools can be used to record verbal messages?

Which of the following is not required when a telephone message is taken?

Pitch is

When dealing with an emergency call, the medical assistant should never __________ until help has reached the patient.

Most providers allow medical assistants to give test results in which of the following circumstances?

The medical assistant should use medical jargon with patients and lay terms with physicians and other medical personnel.

When placing callers on hold, how often should you check back to make sure the caller still wants to remain on hold?

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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