1
Which of the following terms best describes using a voice that varies in pitch and intensity?
Pronunciation
Articulation
Enunciation
Locution
Modulation
Modulation
Which of the following is NOT a function of the FAX machine in a clinic setting?
send referrals
send PHI without encryption and specified agreement between parties
send reports
send/receive insurance approval
send PHI without encryption and specified agreement between parties
The provider is seeing a patient. In which of the following situations would you put the caller directly through to the physician?
Another provider is calling from another facility.
Caller will give his name to provider only.
Pharmacy is calling for narcotic refill.
Laboratory is reporting test results.
Another provider is calling from another facility.
What information is the medical assistant required to obtain on a new patient contacting the office?
All of the above
Name of referral source
Daytime telephone number
Patient’s name
All of the above
Which of the following terms best describes speaking your words clearly and articulating carefully?
Modulation
Articulation
Enunciation
Pronunciation
Locution
Enunciation
Which of the following has a profound effect on how you sound to the person on the other end of the line?
Pronunciation
Enunciation
Volume
All of the above
All of the above
Which is not a type of VoIP service?
You start an incoming call by asking the caller some questions in order to screen calls. Why is this important?
To give you time to signal the office manager for help
To elicit information and give you time to think
To get out your protocol book to help the person
To be sure the caller talks to the person who will be most helpful
To be sure the caller talks to the person who will be most helpful
Which of the following is the act of evaluating the urgency of a medical situation and prioritizing treatment?
Empathy
Listening
Screening
Fluency
Screening
Which of the following best describes the purpose of a standard telephone pad for taking messages?
To have carbon copies in order to maintain written records
For screening calls
For emergency calls only
For making appointments
To have carbon copies in order to maintain written records
While you are asking questions, the person states, “I just took a bunch of pills.” What do you ask next?
Are there overdose instructions on the bottle?
What did you take?
What is the medication dosage?
How much did you take?
What did you take?
What is the primary reason for repeating information back to a caller while screening calls?
Gives the caller a chance to clarify and/or confirm information
Keeps you focused
Gives appearance of professionalism
Lets the caller know you are listening
Gives the caller a chance to clarify and/or confirm information
An important part of telephone courtesy is listening. Which of the following is NOT an appropriate action when listening?
When handling problem calls, which of the following is NOT an appropriate action for the medical assistant to use in order to help the caller calm down?
Listen to what is upsetting the caller.
Remain calm and in control.
Defuse the situation.
Immediately tell them how you can help them.
Immediately tell them how you can help them.
Which of the following is NOT a consideration to use for effective message taking?
When you take a message, give callers an approximate callback time.
Always attach a patient’s message to the chart before putting it on the provider’s desk.
May discuss the patient's condition with the caller
Use a standard message pad with a carbonless copy.
May discuss the patient's condition with the caller
Which of the following is NOT a communication problem associated with the elderly?
Inability to understand new procedures
Inability to move quickly
Confusion
Impaired hearing
Inability to move quickly
Which of the following best describes a system that answers the call and provides the caller with a choice of departments or services that can be accessed by pressing a specified number on the touch-tone telephone?
Answering service
Facsimile machine
Electronic mail
Automated routing unit
Automated routing unit
The medical assistant should answer the telephone by the end of which ring in order to create a positive impression to the patient?
Second
First
Third
Fourth
Third
In the medical office, which of the following calls would be routed to the clinical medical assistant?
Billing questions
Other providers
Requests for new prescriptions
Scheduling tests for patients
Scheduling tests for patients
Which of the following phone calls should be referred to the provider?
Complaints about medical treatment or care
For the non-bilingual medical assistant, what technique may help with communication to non-English speaking patients?
Speak louder than normal
Be impatient
Speak faster than normal
Ask the person whether clarification is needed
Ask the person whether clarification is needed
Which of the following best describes the process of communicating in digital form over computer networks?
Which of the following is a way by which first impressions are conveyed?
Facial expressions
All of the above
Body language
Body posture
All of the above
Which of the following is an example of the types of questions you need to ask in an emergency?
What happened? Who is the patient? How long have you had these symptoms? Do you take medications?
How long have you had these symptoms? Is there any fever? Are you taking any medications?
What happened? Who is the patient? Is the patient breathing or bleeding?
What happened? Who is the patient? Is this a new patient?
What happened? Who is the patient? Is the patient breathing or bleeding?
Indicate whether the medical assistant or provider should process the calls listed.
scheduling patient test ?
billing question ?
routine progress reports ?
STAT Report ?
insurance information?
prescription refill request?
pharmaceutical sale representative ? provider’s family ?
other providers ?
information about the practice ?
medical assistant
medical assistant
medical assistant
provider
medical assistant
medical assistant
medical assistant
provider
provider
medical assistant