front 1 The first thing you should do when answering the telephone is? | back 1 IDENTIFY THE MEDICAL OFFICE AND YOURSELF |
front 2 Which of the following types of telephone calls can a medical assistant resolve? | back 2 CALL TO CHANGE AN APPOINTMENT |
front 3 The appropriate way to deal with a caller who refuses to identify himself is to? | back 3 SUGGEST THAT HE WRITE A LETTER TO THE PHYSICIAN AND MARK IT "PERSONAL" |
front 4 Telephone calls that require the practitioners personal attention include which of the following? | back 4 PATIENT REQUESTS TO DISCUSS ABNORMAL TEST RESULTS |
front 5 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? | back 5 ROUTING LIST |
front 6 If uncertain about whether to give particular information to a patient on the telephone, a general principle is to? | back 6 HAVE THE PROVIDER RETURN THE PATIENTS CALL |
front 7 The recommended procedure for handling billing inquiries is to? | back 7 PULL THE PATIENTS CHART AND BILLING INFORMATION |
front 8 If a patient was overcharged for services, the appropriate procedure is to? | back 8 ASK THE PATIENT TO WAIT FOR A CORRECT STATEMENT BEFORE SENDING PAYMENT |
front 9 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 to use in this situation? | back 9 SPEAK TO THE PROVIDER BEFORE RESPONDING TO THE PATIENT |
front 10 If a patient remains dissatisfied after discussing a bill? | back 10 DOCUMENT ALL COMMENTS AND RELAY THE INFORMATION TO THE PHYSICAIN |
front 11 Mrs. Worth is calling for the result of the CEA test she had. Georgia a new administrative medial assistant, looked up the record and discovered that the result was abnormal. Georgia asks you what she should tell Mrs. Worth. What should you tell Georgia? | back 11 TELL MRS. WORTH THAT THE PHYSICIAN WILL CALL HER BACK WITH THE RESULTS |
front 12 Under what circumstances will a pharmacist call to check before dispensing refills? | back 12 IF MORE THAN 1 YEAR HAS PASSED SINCE THE ORIGINAL PRESCRIPTION WAS WRITTEN |
front 13 When is it acceptable for a medical assistant to authorize a pharmacy to refill a prescription? | back 13 IF THE LICENSED PRACTITIONER HAS AUTHORIZED IN THE PATIENTS CHART THAT REFILLS ARE APPROVED |
front 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? | back 14 YOU SHOULD NOT USE THE MEDICATION BECAUSE IT MAY NOT BE HELPFUL |
front 15 The best way to handle a patient who calls the office in real, distressing pain is to? | back 15 SCHEDULE AN APPOINTMENT IMMEDIATELY OR TELL THE PATIENT TO GO TO THE EMERGENCY ROOM |
front 16 Chris answers the telephone, and the caller, a patient named Mr. Patterson, tells Chris that the physician asked him to call the office and let her know how the prescribed medication was working. Mr. Patterson begins to explain in detail how much better he feels and what effect he thinks the med is having. What should Chris do? | back 16 DOCUMENT THE PATIENTS DESCRIPTION AND RELAY THE INFORMATION TO THE PHYSICIAN |
front 17 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 the 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? | back 17 LISTEN CAREFULLY AND ACKNOWLEDGE THE PATIENTS ANGER |
front 18 Which type of call must be immediately routed to the provider? | back 18 EMERGENCY |
front 19 Which of the following conditions requires immediate medical help? | back 19 TROUBLE BREATHING |
front 20 Which of the following symptoms indicates a heart attack? | back 20 CHEST PAIN, RADIATING TO THE ARM, SHOULDER, AND JAW |
front 21 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? | back 21 SHOCK |
front 22 A drop in body temperature during prolonged exposure to the cold is called? | back 22 HYPOTHERMIA |
front 23 Which of the following office procedures should be followed if the practitioner is not in the office when an emergency phone call comes in? | back 23 INSTRUCT THE CALLER TO DIAL 911 FOR AN AMBULANCE |
front 24 A guideline to follow when an attorney calls the office is to? | back 24 RELEASE INFORMATION ONLY WHEN THE PHYSICIAN HAS AUTHORIZED YOU TO DO SO |
front 25 Guidelines for dealing with a salesperson on the phone include? | back 25 ASKING THE SALESPERSON TO SEND YOU INFORMATION |
front 26 One of the most important telephone skills is saying words correctly, which is called? | back 26 PRONUNCIATION |
front 27 Speaking clearly and distinctly to help the person you are speaking to understand you is called? | back 27 ENUNCIATION |
front 28 The appropriate way to address a patient with a last name that is difficult to pronounce is to? | back 28 ASK THE PATIENT HOW TO PRONOUNCE HIS/HER NAME |
front 29 A medical assistant should answer all telephone calls using? | back 29 PROPER TELEPHONE ETIQUETTE |
front 30 When talking to a patient on the phone use? | back 30 A NORMAL CONVERSATION TONE |
front 31 If you do not recognize the name of the patient calling, the most appropriate response is? | back 31 HAS IT BEEN SOME TIME SINCE YOU HAVE SEEN THE DOCTOR? |
front 32 The result of answering the phone while carrying out another task is? | back 32 POSSIBLE ERRORS IN MESSAGE TAKING |
front 33 Before putting a caller on hold? | back 33 ASK THE CALLER TO STATE THE PURPOSE OF THE CALL |
front 34 If you put a caller on hold and determine it will be a long wait? | back 34 OFFER TO CALL BACK |
front 35 If you receive another call while talking to a patient, the procedure to follow is to? | back 35 MAKE SURE THE SECOND CALLER IS NOT AN EMERGENCY CALL BEFORE PUTTING THAT CALL ON HOLD |
front 36 If you cannot give your undivided attention to a caller because of an emergency in the office? | back 36 EXPLAIN THAT YOU ARE HANDLING AN URGENT MATTER AND OFFER TO CALL BACK |
front 37 A disadvantage of communicating by telephone is that? | back 37 YOU CANNOT SEE THE CALLERS VISUAL SIGNALS SUCH AS BODY LANGUAGE OR FACIAL EXPRESSIONS |
front 38 When a call with a patient is long or complicated? | back 38 SUMMARIZE THE DETAILS OF THE CALL TO ENSURE UNDERSTANDING BY BOTH YOU AND THE PATIENT |
front 39 When dealing with a patient who is nervous, upset or angry? | back 39 SHOW EMPATHY AND AN UNDERSTANDING OF THE CALLERS FEELINGS |
front 40 The appropriate way to maintain patient confidentiality is to? | back 40 PUT THE MESSAGE IN A FOLDER MARKED "CONFIDENTIAL" AND PLACE THE FOLDER ON THE PHYSICIANS DESK |
front 41 How much time should you allow for a patient to answer when you place a phone call? | back 41 ONE MINUTE OR ABOUT EIGHT RINGS |
front 42 Which of the following guidelines should you follow when placing an outgoing telephone call? | back 42 ASK IF IT IS A CONVENIENT TIME AND IF THE PERSON HAS TIME TO TALK |
front 43 Learning the telephone triage process includes? | back 43 USING THE OFFICES WRITTEN GUIDELINES FOR COMMONLY ASKED QUESTIONS |
front 44 Which of the following is an example of a common triage question that a medical assistant might answer? | back 44 HOW DO I MAKE MY CHILD WITH CHICKENPOX MORE COMFORTABLE |
front 45 When dealing with a telephone triage problem, remember? | back 45 TO ADVISE THE CALLER THAT RECOMMENDATIONS ARE BASED ON SYMPTOMS AND ARE NOT A DIAGNOSIS |
front 46 The appropriate response to a triage patient who is experiencing chest pain is? | back 46 GO TO THE NEAREST EMERGENCY ROOM IMMEDIATELY, PREFERABLY BY AMBULANCE |
front 47 When handling an incoming telephone call regarding a patient progress report, you should? | back 47 TAKE A MESSAGE FOR THE PHYSICIAN |
front 48 The appropriate way to handle an incoming call for a practitioner from another practitioner is to? | back 48 ROUTE THE CALL TO THE PRACTITIONER IMMEDIATLEY IF POSSIBLE |
front 49 Which of the following medical conditions requires immediate medical help? | back 49 SNAKEBITE |
front 50 A mother calls and informs you that her son has a deep dog bite. Your response should be? | back 50 YOUR SON NEEDS IMMEDIATE MEDICAL HELP |
front 51 Before placing an outgoing call to a patient you should? | back 51 VERIFY THE CORRECT PHONE NUMBER |
front 52 After speaking with a patient on the phone about a clinical issue, a medical assistant must always? | back 52 DOCUMENT THE CONVERSATION IN THE PATIENTS RECORD |
front 53 When a patient calls the office for the result of a laboratory test that happens to be normal, you should? | back 53 GIVE THE PATIENT THE RESULTS IF THE PHYSICIAN HAS AUTHORIZED THAT NORMAL RESULTS MAY BE GIVEN OUT. |
front 54 Your FIRST priority when responding to a complaint of an angry patient is to? | back 54 STAY CALM AND TRY TO PACIFY THE CALLER |
front 55 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? | back 55 CLARITY |
front 56 When you are respectful of a caller, which of the five Cs of communication do you exhibit? | back 56 COURTESY |
front 57 A communication that contains all of the necessary information demonstrates which of the following? | back 57 COMPLETENESS |
front 58 What can you do to make a message concise? | back 58 MAKE THE MASSAGE BREIF AND DIRECT |
front 59 A telephone message that is organized and logical demonstrates? | back 59 COHESIVENESS |
front 60 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? | back 60 DIAL ZERO TO SPEAK TO AN OPERATOR |
front 61 Which of the following is NOT a way to help ensure accurate telephone messages? | back 61 TELL THE CALLER THE PHYSICIAN WILL CALL HIM/HER BACK |