Question 1

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 2

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 C)
G) C) and D)

Question 3

Telephone ________ means handling calls politely and professionally and with good manners.

Accepted Answer

The answer of Telephone ________ means handling calls politely and...

Question 4

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) A) and C)

Question 5

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 6

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 7

Which of the following is an example of a common triage question that a medical assistant might answer?

Accepted Answer

A)   "How do I make my child with chickenpox more comfortable?"
B)   "How do I stop the bleeding from my incision line?
C)   "My broken arm is really hurting, and I need you tell me what medication to take."
D)   "Tell me what to do because I just dumped hot grease on my arm."
E)   "My child just fell down the stairs and his head is bleeding. Can I put a topical antibiotic on it?"F) B) and E)
G) B) and C)

Question 8

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) None of the above
G) B) and E)

Question 9

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 10

Two options that should always be included in the menu for an automated voice response unit are instructions for the caller if the call is an emergency and an option to ____.

Accepted Answer

A)   address billing questions
B)   report progress after treatment
C)   dial zero to speak to an operator
D)   make an appointment
E)   ask a medical questionF) A) and B)
G) A) and E)

Question 11

Which of the following symptoms indicates a heart attack?

Accepted Answer

A)   Slurred speech
B)   Chest pain radiating to the arm, shoulder, and jaw
C)   Diarrhea and abdominal cramps
D)   Anorexia
E)   Confusion and a strong, rapid pulseF) A) and C)
G) A) and B)

Question 12

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) B) and E)
G) D) and E)

Question 13

A phone call regarding the side effects of a medication can be answered by ____.

Accepted Answer

A)   the nurse practitioner
B)   the medical assistant
C)   the office manager
D)   only the physician
E)   the medical technologistF) B) and E)
G) C) and D)

Question 14

The appropriate way to handle an incoming call for a physician from another physician is to ____.

Accepted Answer

A)   route the call to the physician immediately, if possible
B)   take a message for the physician
C)   provide the calling physician with whatever information is requested
D)   handle the call yourself without bothering the physician
E)   tell the calling physician that the physician returns phone calls after hoursF) D) and E)
G) C) and E)

Question 15

If a patient was overcharged for services, the appropriate procedure is to ____.

Accepted Answer

A)   tell the patient to pay the current bill and a refund will be mailed
B)   give the patient a credit toward future services
C)   ask the patient to wait for a corrected statement before sending payment
D)   apologize, but tell the patient nothing can be done
E)   refund the difference out of the office's petty cash fundF) A) and D)
G) B) and D)

Question 16

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) None of the above
G) All of the above

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) B) and D)
G) A) and E)

Question 18

Physicians often use ________ phones to respond quickly to a message from staff or a hospital.

Accepted Answer

The answer of Physicians often use ________ phones to respond...

Question 19

Good communication skills help project a positive image and ________ the needs and expectations of the patient.

Accepted Answer

The answer of Good communication skills help project a positive...

Question 20

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...

Exam 13: Telephone Techniques

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

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

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

Physicians often use ________ phones to respond quickly to a message from staff or a hospital.

Correct AnswerverifiedShow Answer

Which of the following medical conditions requires immediate medical help?

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

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

Correct AnswerverifiedShow Answer

A phone call regarding the side effects of a medication can be answered by ____.

Correct AnswerverifiedShow Answer

If a patient was overcharged for services, the appropriate procedure is to ____.

Correct AnswerverifiedShow Answer

Which of the following conditions requires immediate medical help?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is an example of a common triage question that a medical assistant might answer?

Correct AnswerverifiedShow Answer

Which of the following symptoms indicates a heart attack?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Telephone ________ means handling calls politely and professionally and with good manners.

Correct AnswerverifiedShow Answer

Good communication skills help project a positive image and ________ the needs and expectations of the patient.

Correct AnswerverifiedShow Answer

The appropriate way to handle an incoming call for a physician from another physician is to ____.

Correct AnswerverifiedShow Answer

The appropriate way to maintain patient confidentiality is to ____.

Correct AnswerverifiedShow Answer

Two options that should always be included in the menu for an automated voice response unit are instructions for the caller if the call is an emergency and an option to ____.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified