Question 1

A guideline to follow when an attorney calls the office is to ____.

Accepted Answer

A)   answer the attorney's questions
B)   refuse to talk to the attorney
C)   release information only when the physician has authorized you to do so
D)   ask someone else to speak to the attorney if you are too anxious
E)   put the call through to the physician immediatelyF) D) and E)
G) A) and B)

Question 2

Your first priority when responding to a complaint of an angry patient is to ____.

Accepted Answer

A)   take careful notes
B)   stay calm and try to pacify the caller
C)   promise the patient that the issue will be resolved
D)   follow up promptly on the problem
E)   let the physician know there is a problemF) A) and D)
G) C) and D)

Question 3

A(n) ________ pager is one that is designed for two-way communication.

Accepted Answer

The answer of A(n) ________ pager is one that is...

Question 4

When talking on the telephone, you should use a normal conversational tone and vary your ________, which enables you to emphasize words.

Accepted Answer

The answer of When talking on the telephone, you should...

Question 5

A patient calls with a billing problem stating the fee was too high. When the medical assistant checks, the account she finds the proper fee was charged. What would be the best approach is to use in this situation?

Accepted Answer

A)   Tell the patient that the bill is correct
B)   Speak to the provider before responding to the patient
C)   Explain each individual charge to the patient but tell him the payment is due
D)   Tell the patient that healthcare is expensive
E)   Adjust the amount anyway because the customer is always rightF) A) and D)
G) B) and C)

Question 6

Which of the following is not a way to help ensure accurate telephone messages?

Accepted Answer

A)   Always have a pen and paper on hand
B)   Verify the callback number
C)   Tell the caller the physician will call him or her back
D)   Jot down notes as the information is given
E)   Verify the spelling of the caller's nameF) A) and E)
G) A) and D)

Question 7

The appropriate way to maintain patient confidentiality is to ____.

Accepted Answer

A)   repeat the information over the phone to make sure that you understood it correctly
B)   leave a confidential message on the physician's desk for his attention
C)   tell the physician the information in the hallway between patients
D)   put the message in a file folder marked "Confidential" and place the folder on the physician's desk
E)   tell the patient you cannot take confidential information over the telephoneF) A) and D)
G) A) and C)

Question 8

Mrs. Worth is calling for the result of the CEA (cancer marker)  test she had. Georgia, a new administrative medical assistant, looked up the record and discovered that the result is abnormal. Georgia asks you what she should tell Mrs. Worth. What should you tell Georgia?

Accepted Answer

A)   "Tell Mrs. Worth that the physician will call back with the results."
B)   "Tell Mrs. Worth you are sorry, but she has cancer."
C)   "Ask Mrs. Worth how she is feeling today; if she is feeling well, give her the results."
D)   "Ask to speak to her husband and give him the results instead."
E)   "Tell Mrs. Worth her test results are okay, but she needs to schedule another appointment."F) A) and D)
G) D) and E)

Question 9

When placing an outgoing telephone call, ask the person you are calling if you have called at a(n) ________ time.

Accepted Answer

The answer of When placing an outgoing telephone call, ask...

Question 10

Under what circumstances will a pharmacist call to check before dispensing refills?

Accepted Answer

A)   Every time the prescription is refilled
B)   If it has been two months since the last refill
C)   If the pharmacist thinks the medication is not appropriate
D)   If more than one year has passed since the original prescription was written
E)   If the patient cannot remember the name of the medication to be refilledF) None of the above
G) D) and E)

Question 11

Guidelines for dealing with a salesperson on the phone include ____.

Accepted Answer

A)   asking the salesperson to send you information
B)   notifying the physician that a salesperson is on the phone
C)   inviting the salesperson to visit the physician at the salesperson's convenience
D)   telling the salesperson the office is too busy to see salespeople
E)   asking the salesperson to call back after hoursF) A) and C)
G) C) and E)

Question 12

Which of the following conditions requires immediate medical help?

Accepted Answer

A)   Flu
B)   Abdominal pain
C)   Vomiting
D)   Diarrhea
E)   Trouble breathingF) A) and B)
G) B) and E)

Question 13

When dealing with a telephone triage problem, remember ____.

Accepted Answer

A)   that you have permission to prescribe a medication
B)   to tell the caller it is his responsibility to get better
C)   to avoid wasting time by having the caller repeat any instructions you give
D)   to advise the caller that recommendations are based on the symptoms and are not a diagnosis
E)   that almost any problem can be diagnosed over the telephone by an experienced medical assistantF) B) and D)
G) C) and E)

Question 14

What is the best response to a patient who calls to ask if he or she can use a medication that was prescribed for a previous condition?

Accepted Answer

A)   "You may use the medication if it has not expired."
B)   "You should not use the medication because it may not be helpful."
C)   "You may use the medication until you come in to see the provider."
D)   "You may use the medication after I review it with you."
E)   "You may use the medication, but it will probably cause side effects."F) A) and B)
G) A) and C)

Question 15

When handling an incoming telephone call regarding a patient progress report, you should ____.

Accepted Answer

A)   route the call to the physician immediately
B)   take a message for the physician
C)   handle the situation yourself
D)   ask the nurse to handle the situation
E)   tell the patient the physician will call him back shortlyF) B) and C)
G) A) and E)

Question 16

The appropriate response to a triage patient who is experiencing chest pain is ____.

Accepted Answer

A)   "It is just indigestion, so you need not worry about it."
B)   "Lie down and rest and it will go away."
C)   "I will tell the physician that you are having chest pain."
D)   "You should make an appointment for a complete physical within the next six months."
E)   "Go to the nearest emergency room immediately, preferably by ambulance."F) None of the above
G) D) and E)

Question 17

Proper telephone __________ means handling all calls politely and professionally using good manners.

Accepted Answer

The answer of Proper telephone __________ means handling all calls...

Question 18

A drop in body temperature during prolonged exposure to cold is called ____.

Accepted Answer

A)   heat stroke
B)   hypothermia
C)   shock
D)   sunstroke
E)   strokeF) A) and E)
G) C) and E)

Question 19

Before putting a caller on hold, ____.

Accepted Answer

A)   ask someone else in the office to take the call
B)   tell the caller that you have no choice
C)   ask the caller to state the purpose of the call
D)   tell the caller that you do not know how long the wait will be
E)   give the name of the practice and say, "Hold, please."F) All of the above
G) A) and E)

Question 20

If a patient remains dissatisfied after discussing a bill, ____.

Accepted Answer

A)   document all comments and relay the information to the physician
B)   tell the patient that you are sorry he is dissatisfied, but the bill stands
C)   turn the patient's bill over to a collection agency
D)   terminate the patient's care until the bill is paid
E)   ask the patient if he is willing to negotiate the chargesF) A) and B)
G) All of the above

Exam 14: Telephone Techniques

Before putting a caller on hold, ____.

Correct AnswerverifiedShow Answer

Which of the following conditions requires immediate medical help?

Correct AnswerverifiedShow Answer

What is the best response to a patient who calls to ask if he or she can use a medication that was prescribed for a previous condition?

Correct AnswerverifiedShow Answer

A(n) ________ pager is one that is designed for two-way communication.

Correct AnswerverifiedShow Answer

A patient calls with a billing problem stating the fee was too high. When the medical assistant checks, the account she finds the proper fee was charged. What would be the best approach is to use in this situation?

Correct AnswerverifiedShow Answer

Under what circumstances will a pharmacist call to check before dispensing refills?

Correct AnswerverifiedShow Answer

When placing an outgoing telephone call, ask the person you are calling if you have called at a(n) ________ time.

Correct AnswerverifiedShow Answer

When dealing with a telephone triage problem, remember ____.

Correct AnswerverifiedShow Answer

Your first priority when responding to a complaint of an angry patient is to ____.

Correct AnswerverifiedShow Answer

Proper telephone __________ means handling all calls politely and professionally using good manners.

Correct AnswerverifiedShow Answer

A drop in body temperature during prolonged exposure to cold is called ____.

Correct AnswerverifiedShow Answer

If a patient remains dissatisfied after discussing a bill, ____.

Correct AnswerverifiedShow Answer

Mrs. Worth is calling for the result of the CEA (cancer marker) test she had. Georgia, a new administrative medical assistant, looked up the record and discovered that the result is abnormal. Georgia asks you what she should tell Mrs. Worth. What should you tell Georgia?

Correct AnswerverifiedShow Answer

The appropriate response to a triage patient who is experiencing chest pain is ____.

Correct AnswerverifiedShow Answer

When handling an incoming telephone call regarding a patient progress report, you should ____.

Correct AnswerverifiedShow Answer

Which of the following is not a way to help ensure accurate telephone messages?

Correct AnswerverifiedShow Answer

A guideline to follow when an attorney calls the office is to ____.

Correct AnswerverifiedShow Answer

The appropriate way to maintain patient confidentiality is to ____.

Correct AnswerverifiedShow Answer

When talking on the telephone, you should use a normal conversational tone and vary your ________, which enables you to emphasize words.

Correct AnswerverifiedShow Answer

Guidelines for dealing with a salesperson on the phone include ____.

Correct AnswerverifiedShow Answer

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