Question 1

When placing callers on hold, how often should you check back to make sure the caller still wants to remain on hold?

Accepted Answer

A)   No longer than 1 minute
B)   Every 2 minutes
C)   Until time is available to talk
D)   It is not necessary to check back; patients will hold until you return to the callE) C) and D)
F) B) and D)

Question 2

Most providers allow medical assistants to give test results in which of the following circumstances?

Accepted Answer

A)   Only normal test results
B)   Abnormal test results if authorized by the provider
C)   A caller asking for information on a spouse or child
D)   Both A and BE) A) and D)
F) B) and C)

Question 3

Many __________ calls require the good judgment of the medical assistant answering the phone.

Accepted Answer

emergency
Emergency ...

Question 4

Some managed care organizations require a physician __________ before a patient may see a specialist.

Accepted Answer

referral
Some managed care pla...

Question 5

When dealing with an emergency call, the medical assistant should never __________ until help has reached the patient.

Accepted Answer

hang up
In emergenci...

Question 6

A provider can only be a company that provides medical equipment or services to patients.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following types of communication tools can be used to record verbal messages?

Accepted Answer

A)   Voice mail
B)   Fax
C)   E-mail
D)   Call waitingE) A) and B)
F) A) and C)

Question 8

An alternative to using directory assistance is using the __________ to find phone numbers.

Accepted Answer

Internet
The Internet is a goo...

Question 9

If your office is in California and it is noon, what time is it on the East Coast?

Accepted Answer

A)   8 AM
B)   9 AM
C)   3 PM
D)   4 PME) C) and D)
F) B) and C)

Question 10

Pitch is

Accepted Answer

A)   the choice of words.
B)   the highness or lowness of sound.
C)   the quality of being clear.
D)   a change in pitch.E) B) and C)
F) C) and D)

Question 11

When using speakerphone, which of the following should occur to comply with HIPAA?

Accepted Answer

A)   Inform the caller that you will be using speakerphone
B)   Let the person know who else will be listening in
C)   Door or reception window should be closed
D)   Should not be used in areas where conversation can be overheardE) A) and D)
F) B) and C)

Question 12

Which of the following is not required when a telephone message is taken?

Accepted Answer

A)   The caller's name and phone number
B)   The time and date
C)   The name of the person to whom the call is directed
D)   The caller's account numberE) None of the above
F) C) and D)

Question 13

How long are records of telephone messages retained?

Accepted Answer

A)   The same period that the statute of limitations runs for medical professional liability cases
B)   5 years
C)   7 years
D)   1 weekE) B) and D)
F) A) and D)

Question 14

Complaints about fees must always be directed to the office manager.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following types of communication tools is best for two-way communication?

Accepted Answer

A)   Voice mail
B)   Fax
C)   Pager
D)   Cell phoneE) A) and C)
F) All of the above

Question 16

STAT laboratory results are often __________ to the physician's office to provide a written copy of the information.

Accepted Answer

faxed
A faxed copy of STAT lab...

Question 17

Legible and complete phone messages are vital, because they can be brought into __________ and offered as evidence.

Accepted Answer

court
Because phone messages a...

Question 18

Answering services can be used for which of the following?

Accepted Answer

A)   Cover the telephone if all staff members need to be away at the same time
B)   Buffer and screen after-hours calls
C)   Act as the first point of contact with the practice
D)   Take messages
E)   Both A and BF) B) and C)
G) C) and D)

Question 19

When answering incoming calls, what is the first thing the caller should hear?

Accepted Answer

A)   The name of the facility
B)   Your name
C)   Your offer to help or assist
D)   All of the aboveE) A) and B)
F) A) and D)

Question 20

The medical assistant should use medical jargon with patients and lay terms with physicians and other medical personnel.

Accepted Answer

A) True 
 B)False

Exam 8: Telephone Techniques

How long are records of telephone messages retained?

Correct AnswerverifiedShow Answer

STAT laboratory results are often __________ to the physician's office to provide a written copy of the information.

Correct AnswerverifiedfaxedA faxed copy of STAT lab...View AnswerShow Answer

If your office is in California and it is noon, what time is it on the East Coast?

Correct AnswerverifiedShow Answer

Many __________ calls require the good judgment of the medical assistant answering the phone.

Correct AnswerverifiedemergencyEmergency ...View AnswerShow Answer

When using speakerphone, which of the following should occur to comply with HIPAA?

Correct AnswerverifiedShow Answer

An alternative to using directory assistance is using the __________ to find phone numbers.

Correct AnswerverifiedInternetThe Internet is a goo...View AnswerShow Answer

Some managed care organizations require a physician __________ before a patient may see a specialist.

Correct AnswerverifiedreferralSome managed care pla...View AnswerShow Answer

A provider can only be a company that provides medical equipment or services to patients.

Correct AnswerverifiedShow Answer

Which of the following types of communication tools can be used to record verbal messages?

Correct AnswerverifiedShow Answer

Answering services can be used for which of the following?

Correct AnswerverifiedShow Answer

Most providers allow medical assistants to give test results in which of the following circumstances?

Correct AnswerverifiedShow Answer

Which of the following types of communication tools is best for two-way communication?

Correct AnswerverifiedShow Answer

When dealing with an emergency call, the medical assistant should never __________ until help has reached the patient.

Correct Answerverifiedhang upIn emergenci...View AnswerShow Answer

The medical assistant should use medical jargon with patients and lay terms with physicians and other medical personnel.

Correct AnswerverifiedShow Answer

Legible and complete phone messages are vital, because they can be brought into __________ and offered as evidence.

Correct AnswerverifiedcourtBecause phone messages a...View AnswerShow Answer

Complaints about fees must always be directed to the office manager.

Correct AnswerverifiedShow Answer

Which of the following is not required when a telephone message is taken?

Correct AnswerverifiedShow Answer

Pitch is

Correct AnswerverifiedShow Answer

When placing callers on hold, how often should you check back to make sure the caller still wants to remain on hold?

Correct AnswerverifiedShow Answer

When answering incoming calls, what is the first thing the caller should hear?

Correct AnswerverifiedShow Answer

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faxed
A faxed copy of STAT lab...
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emergency
Emergency ...
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Internet
The Internet is a goo...
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referral
Some managed care pla...
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hang up
In emergenci...
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court
Because phone messages a...
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