Question 1

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 C

Question 2

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. B

Question 3

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 C

Question 4

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

Question 5

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 6

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 7

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 8

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) May discuss the patient's condition with the caller 
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) May discuss the patient's condition with the caller 
D) When you take a message, give callers an approximate callback time.

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

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 11

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 12

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 13

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

Accepted Answer

A) Use jargon. 
B) Use buffer words 
C) Use slang. 
D) Never use caller's name. 
A) Use jargon. 
B) Use buffer words 
C) Use slang. 
D) Never use caller's name.

Question 14

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

Question 15

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 16

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 17

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 18

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 19

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 20

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

Exam 11: Telecommunications

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

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?

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

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

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

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

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

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

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

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

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

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

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

Which is not a type of VoIP service?

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

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

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?

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

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

The Medical Assisting Profession

Health Care Settings and the Health Care Team

Coping Skills for the Medical Assistant

Therapeutic Communication Skills

The Therapeutic Approach to the Patient With a Life-Threatening Illness

Legal Considerations

Ethical Considerations

Emergency Procedures and First Aid

Creating the Facility Environment

Computers in the Medical Clinic

Patient Scheduling

Medical Records Management

Written Communications

Medical Documents

Medical Insurance

Medical Coding

Daily Financial Practices

Billing and Collections

Accounting Practices

Infection Control and Medical Asepsis

The Patient History and Documentation

Vital Signs and Measurements

The Physical Examination

Obstetrics and Gynecology

Pediatrics

Male Reproductive System

Gerontology

Examinations and Procedures of Body Systems

Assisting With Minor Surgery

Diagnostic Imaging

Rehabilitation and Therapeutic Modalities

Nutrition in Health and Disease

Basic Pharmacology

Calculation of Medication Dosage and Medication Administration

Cardiac Procedures

Regulatory Guidelines for Safety and Quality in the Medical Laboratory

Introduction to the Medical Laboratory

Phlebotomy: Venipuncture and Capillary Puncture

Hematology

Urinalysis

Basic Microbiology

Speciality Laboratory Tests

The Medical Assistant As Clinic Manager

The Medical Assistant As Human Resources Manager

Preparing for Medical Assisting Credentials

Employment Strategies

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