Question 1

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 2

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

You start an incoming call by asking the caller some questions in order to screen calls.Why is this important?

Accepted Answer

A) To be sure the caller talks to the person who will be most helpful 
B) To elicit information and give you time to think 
C) To give you time to signal the office manager for help 
D) To get out your protocol book to help the person 
A) To be sure the caller talks to the person who will be most helpful 
B) To elicit information and give you time to think 
C) To give you time to signal the office manager for help 
D) To get out your protocol book to help the person

Question 4

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

-routine progress reports

Accepted Answer

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

Question 5

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 6

Which of the following is NOT a communication problem associated with the elderly?

Accepted Answer

A) Impaired hearing 
B) Inability to understand new procedures 
C) Inability to move quickly 
D) Confusion 
A) Impaired hearing 
B) Inability to understand new procedures 
C) Inability to move quickly 
D) Confusion

Question 7

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 8

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 9

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 10

Which of the following best describes a system that answers the call and provides the caller with a choice of departments or services that can be accessed by pressing a specified number on the touch-tone telephone?

Accepted Answer

A) Facsimile machine 
B) Automated routing unit 
C) Electronic mail 
D) Answering service 
A) Facsimile machine 
B) Automated routing unit 
C) Electronic mail 
D) Answering service

Question 11

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

-pharmaceutical sale representative

Accepted Answer

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

Question 12

Which of the following is NOT a function of the FAX machine in a clinic setting?

Accepted Answer

A) send reports 
B) send referrals 
C) send/receive insurance approval 
D) send PHI without encryption and specified agreement between parties 
A) send reports 
B) send referrals 
C) send/receive insurance approval 
D) send PHI without encryption and specified agreement between parties

Question 13

Which of the following terms best describes speaking your words clearly and articulating carefully?

Accepted Answer

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

Question 14

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

-prescription refill request

Accepted Answer

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

Question 15

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

-provider's family

Accepted Answer

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

Question 16

In the medical office, which of the following calls would be routed to the clinical medical assistant?

Accepted Answer

A) Billing questions 
B) Scheduling tests for patients 
C) Requests for new prescriptions 
D) Other providers 
A) Billing questions 
B) Scheduling tests for patients 
C) Requests for new prescriptions 
D) Other providers

Question 17

An important part of telephone courtesy is listening.Which of the following is NOT an appropriate action when listening?

Accepted Answer

A) Pay attention to what is being said. 
B) Do not interrupt. 
C) Use empathy. 
D) End the call by saying "bye-bye" 
E) Listen to tone of voice. 
A) Pay attention to what is being said. 
B) Do not interrupt. 
C) Use empathy. 
D) End the call by saying "bye-bye" 
E) Listen to tone of voice.

Question 18

Administrative medical assistants staffing the reception desk would be responsible for which of the following tasks?

Accepted Answer

A) Greeting patients 
B) Scheduling appointments 
C) Screening and responding to telephone calls 
D) a and b only 
E) a, b, and c 
A) Greeting patients 
B) Scheduling appointments 
C) Screening and responding to telephone calls 
D) a and b only 
E) a, b, and c

Exam 11: Telecommunications

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

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

You start an incoming call by asking the caller some questions in order to screen calls.Why is this important?

Indicate whether the medical assistant or provider should process the calls listed. -routine progress reports

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

Which of the following is NOT a communication problem associated with the elderly?

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

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

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

Which of the following best describes a system that answers the call and provides the caller with a choice of departments or services that can be accessed by pressing a specified number on the touch-tone telephone?

Indicate whether the medical assistant or provider should process the calls listed. -pharmaceutical sale representative

Which of the following is NOT a function of the FAX machine in a clinic setting?

Which of the following terms best describes speaking your words clearly and articulating carefully?

Indicate whether the medical assistant or provider should process the calls listed. -prescription refill request

Indicate whether the medical assistant or provider should process the calls listed. -provider's family

In the medical office, which of the following calls would be routed to the clinical medical assistant?

An important part of telephone courtesy is listening.Which of the following is NOT an appropriate action when listening?

Administrative medical assistants staffing the reception desk would be responsible for which of the following tasks?

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

Filters