Question 1

After speaking with a patient on the telephone about a clinical issue, a medical assistant must always ____.

Accepted Answer

A)   meet with the physician to discuss the call
B)   schedule an appointment for the patient
C)   bill the patient for the telephone time
D)   document the conversation in the patient's record
E)   work a little later to make up for lost timeF) A) and B)
G) None of the above

Question 2

If you do not recognize the name of the patient calling, the most appropriate response is

Accepted Answer

A)   "Could you please tell me your name?"
B)   "Has it been some time since you've seen the doctor?"
C)   "Have you been to this practice before?"
D)   "I don't recognize your voice. Who are you?"
E)   "Are you one of our patients?"F) None of the above
G) B) and D)

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

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) None of the above
G) A) and D)

Question 5

Prior to completing a phone call, you should summarize key points and make sure the caller ________ the information you provided.

Accepted Answer

The answer of Prior to completing a phone call, you...

Question 6

When you are respectful of a caller, which of the five Cs of communication do you exhibit?

Accepted Answer

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

Question 7

The recommended procedure for handling billing inquiries is to ____.

Accepted Answer

A)   pull the patient's chart and billing information
B)   insist that the patient pay the current charges
C)   tell the patient to pay the charges, but the charges will be reviewed at a later date
D)   notify the patient that the physician will not see him until the bill is paid
E)   forward the patient's call to the physicianF) C) and D)
G) B) and E)

Question 8

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

Question 9

A disadvantage of communicating by telephone is that ____.

Accepted Answer

A)   the patient's feelings are communicated easily over the telephone
B)   you have to talk with difficult patients
C)   you have to relay messages to the physician
D)   the patient may not want to end the phone call
E)   you cannot see the caller's visual signals such as body language or facial expressionF) A) and D)
G) A) and C)

Question 10

Which of the following can be used to obtain a long-distance telephone number?

Accepted Answer

A)   The operator
B)   Directory assistance service
C)   The telephone company in the city you are calling
D)   The local telephone book
E)   Your local telephone companyF) D) and E)
G) B) and C)

Question 11

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) A) and E)
G) A) and C)

Question 12

Which of the following office procedures should be followed if the physician is not in the office when an emergency phone call comes in?

Accepted Answer

A)   Make an appointment as soon as possible
B)   Instruct the patient to call another physician
C)   Instruct the caller to dial 911 for an ambulance
D)   take a detailed history of the patient's symptoms
E)   Tell the patient the physician will call back as soon as possibleF) A) and D)
G) A) and E)

Question 13

If you cannot give your undivided attention to a caller because of an emergency in the office, ____.

Accepted Answer

A)   ask someone else in the office to take the call
B)   explain the emergency situation to the caller
C)   explain that you are handling an urgent matter and offer to call back
D)   tell the caller you cannot talk and hang up
E)   tell the caller to call back tomorrow when you are not so busyF) C) and E)
G) A) and D)

Question 14

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) A) and B)
G) C) and E)

Question 15

There are two main types of ________. One type simply receives a phone number, and the other type can both send and receive messages.

Accepted Answer

The answer of There are two main types of ________....

Question 16

When talking to a patient on the phone use ____.

Accepted Answer

A)   a low-pitched voice
B)   technical language
C)   a slow pace
D)   a flat, disinterested tone of voice
E)   a normal conversational toneF) D) and E)
G) A) and D)

Question 17

When may a medical assistant authorize a pharmacy to refill a prescription?

Accepted Answer

A)   Never
B)   If it is a regular medication for the patient
C)   If the physician has authorized in the patient's chart that refills are approved
D)   Only if the medical assistant has knowledge of the medication
E)   If the patient states that this is an emergencyF) A) and E)
G) B) and D)

Question 18

Vinnie receives a call from Mr. Everson, who says his wife is confused. He says she is pale and is feeling faint and sweaty. Mr. Everson also says his wife has a weak, rapid pulse, and her skin is cool and moist. Vinnie should recognize these symptoms as ____.

Accepted Answer

A)   hypothermia
B)   a heart attack
C)   shock
D)   a stroke
E)   a heat stroke.F) B) and D)
G) All of the above

Question 19

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

Question 20

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) All of the above
G) None of the above

Exam 13: Telephone Techniques

When may a medical assistant authorize a pharmacy to refill a prescription?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

After speaking with a patient on the telephone about a clinical issue, a medical assistant must always ____.

Correct AnswerverifiedShow Answer

Prior to completing a phone call, you should summarize key points and make sure the caller ________ the information you provided.

Correct AnswerverifiedShow Answer

When dealing with a telephone triage problem, remember ____.

Correct AnswerverifiedShow Answer

Vinnie receives a call from Mr. Everson, who says his wife is confused. He says she is pale and is feeling faint and sweaty. Mr. Everson also says his wife has a weak, rapid pulse, and her skin is cool and moist. Vinnie should recognize these symptoms as ____.

Correct AnswerverifiedShow Answer

If you cannot give your undivided attention to a caller because of an emergency in the office, ____.

Correct AnswerverifiedShow Answer

The recommended procedure for handling billing inquiries is to ____.

Correct AnswerverifiedShow Answer

If you do not recognize the name of the patient calling, the most appropriate response is

Correct AnswerverifiedShow Answer

Which of the following can be used to obtain a long-distance telephone number?

Correct AnswerverifiedShow Answer

When you are respectful of a caller, which of the five Cs of communication do you exhibit?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

There are two main types of ________. One type simply receives a phone number, and the other type can both send and receive messages.

Correct AnswerverifiedShow Answer

Which of the following office procedures should be followed if the physician is not in the office when an emergency phone call comes in?

Correct AnswerverifiedShow Answer

What can you do to make a message concise?

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

A disadvantage of communicating by telephone is that ____.

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 talking to a patient on the phone use ____.

Correct AnswerverifiedShow Answer

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

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