Question 1

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Your coworkers' comments about the patient

Accepted Answer

A) ​Yes 
B) ​No

Question 2

Match each "phone tone" with the message it sends to a listener.
-I'm bored and have absolutely no interest in what you're talking about

Accepted Answer

A) monotone,flat voice 
B) slow speed and low pitch 
C) high-pitched,empathetic voice 
D) abrupt speed and loud tone 
E) high pitch combined with drawn-out speed

Question 3

Phone menus are designed to:

Accepted Answer

A)  increase efficiency 
B)  route all calls to a central operator 
C)  disconnect the caller if none of the menu options apply to the call 
D)  keep the caller on hold

Question 4

When a patient calls with a medical question,you should:

Accepted Answer

A)  treat the question lightly if you feel the patient's concern is unfounded 
B)  guess at the answer if you are not sure 
C)  ask the patient to call back at a later time when the doctor is not busy 
D)  document the patient's information and relay it to the doctor for review

Question 5

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Threats received

Accepted Answer

A) ​Yes 
B) ​No

Question 6

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Phone number of caller-including the area code if appropriate-and if okay to leave message (verify with CCP)

Accepted Answer

A) ​Yes 
B) ​No

Question 7

​When it comes to your personal mobile device,it would be considered best practice to:

Accepted Answer

A)  ​put the phone away during office hours 
B)  ​use the phone to take pictures of any suspicious injuries to a patient 
C)  ​accept or return personal calls during work time 
D)  ​keep your phone on vibrate while taking vital signs

Question 8

​When responding to a nonemergency phone call and the person needs additional information,it is appropriate to respond:

Accepted Answer

A)  ​Excuse yourself from the phone call by saying,"May I put you on hold for a moment?" 
B)  ​"May I call you back with that information?" 
C)  ​Confirm the patient's phone number before hanging up because it might have changed since the patient's last appointment. 
D)  ​All of the above

Question 9

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
-​Is it kind?

Accepted Answer

A) T 
B) H 
C) I 
D) N 
E) K

Question 10

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
-​Referrals and authorizations department

Accepted Answer

A) ​frequently called numbers 
B) ​community resources for patient health care needs 
C) ​community resources for emergency preparedness

Question 11

​The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
-​Apologize

Accepted Answer

A) ​H 
B) E 
C) A 
D) T

Question 12

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Negative comments about the patient's attitude

Accepted Answer

A) ​Yes 
B) ​No

Question 13

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
-​Lab services and locations

Accepted Answer

A) ​frequently called numbers 
B) ​community resources for patient health care needs 
C) ​community resources for emergency preparedness

Question 14

Match each term with its definition.
-May be used to allow patients to request prescription refills

Accepted Answer

A) Health Insurance Portability and Accessibility Act (HIPA
A)  
B) Confidential Communication Preference (CCP) 
C) interpreter service 
D) electronic message template 
E) answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 15

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
-​Police department

Accepted Answer

A) ​frequently called numbers 
B) ​community resources for patient health care needs 
C) ​community resources for emergency preparedness

Question 16

​Match the term to its definition (note some answers may be used more than once).
-​A combination of practice management and electronic medical records

Accepted Answer

A) ​electronic health record (EHR) 
B) electronic medical record (EMR) 
C) practice management (PM) 
D) hybrid 
E) ​patient portal

Question 17

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
-​IT department

Accepted Answer

A) ​frequently called numbers 
B) ​community resources for patient health care needs 
C) ​community resources for emergency preparedness

Question 18

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
-​CDC (including vaccine information,travel advisories,etc. )

Accepted Answer

A) ​frequently called numbers 
B) ​community resources for patient health care needs 
C) ​community resources for emergency preparedness

Question 19

When obtaining a telephone message from a recording device or outside answering service,you should not:

Accepted Answer

A)  use active listening skills 
B)  also check the fax machine and patient portal for additional messages 
C)  list all patients who leave messages so you can pull their charts (or access their EHR) 
D)  prioritize messages according to the order in which they were received

Question 20

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​A detailed and accurate message indicating nature of the call

Accepted Answer

A) ​Yes 
B) ​No

Exam 22: Telephone Communications

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Your coworkers' comments about the patient

Match each "phone tone" with the message it sends to a listener. -I'm bored and have absolutely no interest in what you're talking about

Phone menus are designed to:

When a patient calls with a medical question,you should:

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Threats received

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Phone number of caller-including the area code if appropriate-and if okay to leave message (verify with CCP)

When it comes to your personal mobile device,it would be considered best practice to:

When responding to a nonemergency phone call and the person needs additional information,it is appropriate to respond:

The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Is it kind?

It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -Referrals and authorizations department

The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Apologize

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Negative comments about the patient's attitude

It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -Lab services and locations

Match each term with its definition. -May be used to allow patients to request prescription refills

It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -Police department

Match the term to its definition (note some answers may be used more than once) . -A combination of practice management and electronic medical records

It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -IT department

It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -CDC (including vaccine information,travel advisories,etc. )

When obtaining a telephone message from a recording device or outside answering service,you should not:

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -A detailed and accurate message indicating nature of the call

Exam 22: Telephone Communications

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Your coworkers' comments about the patient

Match each "phone tone" with the message it sends to a listener. -I'm bored and have absolutely no interest in what you're talking about

Phone menus are designed to:

When a patient calls with a medical question,you should:

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Threats received

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Phone number of caller-including the area code if appropriate-and if okay to leave message (verify with CCP)

​When it comes to your personal mobile device,it would be considered best practice to:

​When responding to a nonemergency phone call and the person needs additional information,it is appropriate to respond:

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -​Is it kind?

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -​Referrals and authorizations department

​The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -​Apologize

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Negative comments about the patient's attitude

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -​Lab services and locations

Match each term with its definition. -May be used to allow patients to request prescription refills

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -​Police department

​Match the term to its definition (note some answers may be used more than once) . -​A combination of practice management and electronic medical records

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -​IT department

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -​CDC (including vaccine information,travel advisories,etc. )

When obtaining a telephone message from a recording device or outside answering service,you should not:

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​A detailed and accurate message indicating nature of the call

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Your coworkers' comments about the patient

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Threats received

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Phone number of caller-including the area code if appropriate-and if okay to leave message (verify with CCP)

When it comes to your personal mobile device,it would be considered best practice to:

When responding to a nonemergency phone call and the person needs additional information,it is appropriate to respond:

The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Is it kind?

It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -Referrals and authorizations department

The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Apologize

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Negative comments about the patient's attitude

It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -Lab services and locations

It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -Police department

Match the term to its definition (note some answers may be used more than once) . -A combination of practice management and electronic medical records

It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -IT department

It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -CDC (including vaccine information,travel advisories,etc. )

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -A detailed and accurate message indicating nature of the call