Question 1

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

Accepted Answer

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

Question 2

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 E)
G) A) and C)

Question 3

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) A) and B)

Question 4

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

Question 5

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

Question 6

When you answer the phone, you know immediately that the caller is angry. Without identifying herself, the caller begins shouting at you that she had been told that an office visit would cost $79, but her bill was for $135. She says the office is discriminating against her by charging her more than the normal amount. How should you handle this call?

Accepted Answer

A)   Interrupt the patient and ask for her name
B)   Promise the patient that everything will work out
C)   Listen carefully and acknowledge the patient's anger
D)   Talk down to the patient if she will not listen
E)   Shout that you cannot fix anything until she tells you who she isF) A) and B)
G) C) and D)

Question 7

When a message is organized and logical, it is which of the five Cs of communication?

Accepted Answer

A)   Completeness
B)   Clarity
C)   Conciseness
D)   Courtesy
E)   CohesivenessF) A) and D)
G) B) and C)

Question 8

When is it acceptable for a medical assistant to authorize a pharmacy to refill a prescription?

Accepted Answer

A)   Never
B)   If it is a regular medication for the patient
C)   If the licensed practitioner 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) C) and D)
G) A) and B) C

Question 9

If you put a caller on hold and determine it will be a long wait, ____.

Accepted Answer

A)   offer to call back
B)   tell the patient to call back
C)   suggest that calling on another day would be better
D)   explain how busy you are and say that you cannot talk
E)   wait five minutes and then hang up the phoneF) C) and D)
G) C) and E)

Question 10

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 D)
G) A) and B)

Question 11

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 E)
G) A) and C)

Question 12

Which of the following guidelines should you follow when placing an outgoing telephone call?

Accepted Answer

A)   Allow the phone to ring four times before hanging up
B)   Ask if it is a convenient time and if the person has time to talk
C)   Pull the patient's record after he answers
D)   Begin with dates, times, or instructions while the person finds something to write with
E)   Provide all the relevant information and hang up quickly to avoid annoying the patientF) B) and E)
G) A) and B)

Question 13

The appropriate way to deal with a caller who refuses to identify himself is to ____.

Accepted Answer

A)   put the call through to the physician immediately
B)   suggest that he write a letter to the physician and mark it "Personal"
C)   tell him that you cannot help him if he does not identify himself
D)   ask him to explain the problem to you
E)   forward the call to the office managerF) B) and D)
G) A) and C)

Question 14

What document indicates who is responsible for the various types of calls coming into the medical office and how the calls are to be handled?

Accepted Answer

A)   Telephone directory
B)   Routing list
C)   Procedure manual
D)   Policy manual
E)   Employee handbookF) A) and D)
G) D) and E)

Question 15

The result of answering the phone while carrying out another task is ____.

Accepted Answer

A)   possible errors in message taking
B)   preventing other office personnel from feeling they have to do your job
C)   communicating to the patient that you are busy
D)   efficiency in completing two tasks simultaneously
E)   completing your work ahead of schedule so you can leave earlyF) A) and C)
G) All of the above

Question 16

Learning the telephone triage process includes ____.

Accepted Answer

A)   permitting the office staff to diagnose a patient's problem
B)   eliminating the need to ask the patient his age and symptoms
C)   using the office's written guidelines for commonly asked questions
D)   training the office staff to prescribe a treatment plan for patients
E)   using medical references as necessary to answer the patient's questionsF) B) and E)
G) A) and C)

Question 17

When handling calls from patients, employees should always remember that the licensed practitioner is legally ________ for the information given by an employee over the telephone.

Accepted Answer

The answer of When handling calls from patients, employees should...

Question 18

Which type of call must be immediately routed to the provider?

Accepted Answer

A)   Emergency
B)   Billing errors
C)   Prescription renewals
D)   Requests for test results
E)   Calls from attorneysF) B) and C)
G) A) and B) A

Question 19

A specially designed telephone that looks like a laptop and allows the user to type a message instead of speaking is known as a(n) ________ device for the deaf, or TDD.

Accepted Answer

The answer of A specially designed telephone that looks like...

Question 20

What is an advantage to having a voicemail system in the medical office?

Accepted Answer

A)   Gives staff time to think about the message
B)   Calls are answered faster
C)   Makes the caller less anxious
D)   There are no advantages to a voicemail system
E)   Callers never get a busy signalF) A) and C)
G) A) and B)

Exam 14: Telephone Techniques

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

Correct Answer
verified
A

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 Answer
verified

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

Correct Answer
verified

A disadvantage of communicating by telephone is that ____.

Correct Answer
verified

When talking to a patient on the phone use ____.

Correct Answer
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Correct Answer
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When a message is organized and logical, it is which of the five Cs of communication?

Correct Answer
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When is it acceptable for a medical assistant to authorize a pharmacy to refill a prescription?

Correct Answer
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C

If you put a caller on hold and determine it will be a long wait, ____.

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

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

Correct Answer
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Which of the following guidelines should you follow when placing an outgoing telephone call?

Correct Answer
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The appropriate way to deal with a caller who refuses to identify himself is to ____.

Correct Answer
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What document indicates who is responsible for the various types of calls coming into the medical office and how the calls are to be handled?

Correct Answer
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The result of answering the phone while carrying out another task is ____.

Correct Answer
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Learning the telephone triage process includes ____.

Correct Answer
verified

When handling calls from patients, employees should always remember that the licensed practitioner is legally ________ for the information given by an employee over the telephone.

Correct Answer
verified

Which type of call must be immediately routed to the provider?

Correct Answer
verified
A

A specially designed telephone that looks like a laptop and allows the user to type a message instead of speaking is known as a(n) ________ device for the deaf, or TDD.

Correct Answer
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What is an advantage to having a voicemail system in the medical office?

Correct Answer
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Exam 14: Telephone Techniques

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

Correct AnswerverifiedA

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

Correct AnswerverifiedShow Answer

A disadvantage of communicating by telephone is that ____.

Correct AnswerverifiedShow Answer

When talking to a patient on the phone use ____.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

When a message is organized and logical, it is which of the five Cs of communication?

Correct AnswerverifiedShow Answer

When is it acceptable for a medical assistant to authorize a pharmacy to refill a prescription?

Correct AnswerverifiedC

If you put a caller on hold and determine it will be a long wait, ____.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following guidelines should you follow when placing an outgoing telephone call?

Correct AnswerverifiedShow Answer

The appropriate way to deal with a caller who refuses to identify himself is to ____.

Correct AnswerverifiedShow Answer

What document indicates who is responsible for the various types of calls coming into the medical office and how the calls are to be handled?

Correct AnswerverifiedShow Answer

The result of answering the phone while carrying out another task is ____.

Correct AnswerverifiedShow Answer

Learning the telephone triage process includes ____.

Correct AnswerverifiedShow Answer

When handling calls from patients, employees should always remember that the licensed practitioner is legally ________ for the information given by an employee over the telephone.

Correct AnswerverifiedShow Answer

Which type of call must be immediately routed to the provider?

Correct AnswerverifiedA

A specially designed telephone that looks like a laptop and allows the user to type a message instead of speaking is known as a(n) ________ device for the deaf, or TDD.

Correct AnswerverifiedShow Answer

What is an advantage to having a voicemail system in the medical office?

Correct AnswerverifiedShow Answer

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A

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C

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A

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