Question 1

If you receive another call while talking to a patient, the procedure to follow is to ____.

Accepted Answer

A)   put the first caller on hold
B)   answer the second call by saying "Hold, please" and return to the first call
C)   make sure the second call is not an emergency before putting that call on hold
D)   tell the second caller to call back when the office is not so busy
E)   place both calls on hold until one of the callers gets tired of waiting and hangs upF) B) and D)
G) A) and E)

Question 2

Before placing an outgoing telephone call to a patient, you should ____.

Accepted Answer

A)   notify the physician that you are making the call
B)   wait and place the call after the office closes
C)   verify the correct phone number
D)   write down exactly what you will tell the patient
E)   read the patient's entire medical record so you will be prepared to answer questionsF) A) and E)
G) A) and C)

Question 3

If you must walk around the office while you are on the phone with a patient, always keep HIPAA and patient ________ in mind.

Accepted Answer

The answer of If you must walk around the office...

Question 4

One of the most important telephone skills is saying words correctly, which is called ____.

Accepted Answer

A)   etiquette
B)   pitch
C)   tone
D)   pronunciation
E)   enunciationF) A) and C)
G) A) and E)

Question 5

When you receive or place a phone call, your message should be logical and free from ambiguity. Which of the following Cs of effective communication does this demonstrate?

Accepted Answer

A)   Cohesiveness
B)   Courtesy
C)   Completeness
D)   Conciseness
E)   ClarityF) A) and B)
G) A) and C)

Question 6

When a call with a patient is long or complicated, ____.

Accepted Answer

A)   interrupt the patient and tell her that the call is going nowhere
B)   summarize the details of the call to ensure understanding by both you and the patient
C)   ask the physician to take the call
D)   tell the patient that you do not have any more time to talk
E)   follow up the phone call by sending a written summary to the patientF) B) and C)
G) A) and E)

Question 7

Proper ________ of telephone calls, including taking messages, helps protect the licensed practitioner from legal action.

Accepted Answer

The answer of Proper ________ of telephone calls, including taking...

Question 8

Which of the following types of telephone calls can a medical assistant resolve?

Accepted Answer

A)   Report from a patient concerning unsatisfactory progress
B)   Patient requesting X-ray results
C)   Call to change an appointment
D)   Call from another physician
E)   Personal calls to the physicianF) A) and B)
G) A) and C)

Question 9

The first thing you should do when answering the telephone is ____.

Accepted Answer

A)   schedule an appointment for the caller
B)   put the caller on hold
C)   identify the medical office and yourself
D)   notify the physician that a patient is calling
E)   ask the caller why he is callingF) C) and E)
G) A) and D)

Question 10

Many licensed practitioners free up staff time by using ________ phone systems to remind patients of appointments, call patients about no-shows, and leave other types of messages.

Accepted Answer

The answer of Many licensed practitioners free up staff time...

Question 11

When taking information from a patient, you should repeat it to ________ the information before ending the call.

Accepted Answer

The answer of When taking information from a patient, you...

Question 12

What can you do to make a message concise?

Accepted Answer

A)   Make sure it contains all the necessary information
B)   Be sure it is organized and logical
C)   Make the message brief and direct
D)   Be sure it is free from ambiguity
E)   Be respectful and considerateF) A) and B)
G) D) and E)

Question 13

A communication that contains all of the necessary information demonstrates which of the following?

Accepted Answer

A)   Cohesiveness
B)   Courtesy
C)   Completeness
D)   Conciseness
E)   ClarityF) B) and E)
G) None of the above

Question 14

Emergency calls and calls concerning unsatisfactory patient ________ reports require the physician's personal attention.

Accepted Answer

The answer of Emergency calls and calls concerning unsatisfactory patient...

Question 15

An automated ________ response unit can be used to provide greater flexibility for the medical staff, as well as offer enhanced service to the patient.

Accepted Answer

The answer of An automated ________ response unit can be...

Question 16

Establishing a regular ________ for retrieving messages from an answering service ensures that you do not miss any messages.

Accepted Answer

The answer of Establishing a regular ________ for retrieving messages...

Question 17

Which of the following medical conditions requires immediate medical help?

Accepted Answer

A)   Common cold
B)   Chickenpox
C)   Snakebite
D)   Indigestion
E)   Abdominal crampsF) A) and E)
G) A) and B)

Question 18

A telephone message that is organized and logical demonstrates ____.

Accepted Answer

A)   Cohesiveness
B)   Courtesy
C)   Completeness
D)   Conciseness
E)   ClarityF) All of the above
G) A) and B)

Question 19

If an angry patient calls in with a complaint, you should remain calm and speak gently, but you should not become angry or ________.

Accepted Answer

The answer of If an angry patient calls in with...

Question 20

Speaking clearly and distinctly to help the person you are speaking to understand you is called ____.

Accepted Answer

A)   etiquette
B)   pitch
C)   tone
D)   pronunciation
E)   enunciationF) A) and B)
G) None of the above

Exam 14: Telephone Techniques

If you receive another call while talking to a patient, the procedure to follow is to ____.

Correct AnswerverifiedShow Answer

Emergency calls and calls concerning unsatisfactory patient ________ reports require the physician's personal attention.

Correct AnswerverifiedShow Answer

Which of the following types of telephone calls can a medical assistant resolve?

Correct AnswerverifiedShow Answer

An automated ________ response unit can be used to provide greater flexibility for the medical staff, as well as offer enhanced service to the patient.

Correct AnswerverifiedShow Answer

When you receive or place a phone call, your message should be logical and free from ambiguity. Which of the following Cs of effective communication does this demonstrate?

Correct AnswerverifiedShow Answer

When a call with a patient is long or complicated, ____.

Correct AnswerverifiedShow Answer

A communication that contains all of the necessary information demonstrates which of the following?

Correct AnswerverifiedShow Answer

If an angry patient calls in with a complaint, you should remain calm and speak gently, but you should not become angry or ________.

Correct AnswerverifiedShow Answer

Proper ________ of telephone calls, including taking messages, helps protect the licensed practitioner from legal action.

Correct AnswerverifiedShow Answer

The first thing you should do when answering the telephone is ____.

Correct AnswerverifiedShow Answer

Before placing an outgoing telephone call to a patient, you should ____.

Correct AnswerverifiedShow Answer

Which of the following medical conditions requires immediate medical help?

Correct AnswerverifiedShow Answer

What can you do to make a message concise?

Correct AnswerverifiedShow Answer

One of the most important telephone skills is saying words correctly, which is called ____.

Correct AnswerverifiedShow Answer

If you must walk around the office while you are on the phone with a patient, always keep HIPAA and patient ________ in mind.

Correct AnswerverifiedShow Answer

When taking information from a patient, you should repeat it to ________ the information before ending the call.

Correct AnswerverifiedShow Answer

A telephone message that is organized and logical demonstrates ____.

Correct AnswerverifiedShow Answer

Speaking clearly and distinctly to help the person you are speaking to understand you is called ____.

Correct AnswerverifiedShow Answer

Establishing a regular ________ for retrieving messages from an answering service ensures that you do not miss any messages.

Correct AnswerverifiedShow Answer

Many licensed practitioners free up staff time by using ________ phone systems to remind patients of appointments, call patients about no-shows, and leave other types of messages.

Correct AnswerverifiedShow Answer

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