Question 1

Match each "phone tone" with the message it sends to a listener.
-I'm bored and have absolutely no interest in what you're talking about

Accepted Answer

A)  monotone,flat voice
B)  slow speed and low pitch
C)  high-pitched,empathetic voice
D)  abrupt speed and loud tone
E)  high pitch combined with drawn-out speed

Question 2

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Phone number of caller-including the area code if appropriate-and if okay to leave message (verify with CCP)

Accepted Answer

A)  ​Yes
B)  ​No

Question 3

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Your coworkers' comments about the patient

Accepted Answer

A)  ​Yes
B)  ​No

Question 4

​The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
-​Apologize

Accepted Answer

A)  ​H
B)  E
C)  A
D)  T

Question 5

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​A detailed and accurate message indicating nature of the call

Accepted Answer

A)  ​Yes
B)  ​No

Question 6

​When it comes to your personal mobile device,it would be considered best practice to:

Accepted Answer

A)   ​put the phone away during office hours
B)   ​use the phone to take pictures of any suspicious injuries to a patient
C)   ​accept or return personal calls during work time
D)   ​keep your phone on vibrate while taking vital signs

Question 7

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
-​Referrals and authorizations department

Accepted Answer

A)  ​frequently called numbers
B)  ​community resources for patient health care needs
C)  ​community resources for emergency preparedness

Question 8

Phone menus are designed to:

Accepted Answer

A)   increase efficiency
B)   route all calls to a central operator
C)   disconnect the caller if none of the menu options apply to the call
D)   keep the caller on hold

Question 9

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Threats received

Accepted Answer

A)  ​Yes
B)  ​No

Question 10

​When responding to a nonemergency phone call and the person needs additional information,it is appropriate to respond:

Accepted Answer

A)   ​Excuse yourself from the phone call by saying,"May I put you on hold for a moment?"
B)   ​"May I call you back with that information?"
C)   ​Confirm the patient's phone number before hanging up because it might have changed since the patient's last appointment.
D)   ​All of the above

Question 11

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
-​Police department

Accepted Answer

A)  ​frequently called numbers
B)  ​community resources for patient health care needs
C)  ​community resources for emergency preparedness

Question 12

Match each term with its definition.
-May be used to allow patients to request prescription refills

Accepted Answer

A)  Health Insurance Portability and Accessibility Act (HIPA
A)  
B)  Confidential Communication Preference (CCP) 
C)  interpreter service
D)  electronic message template
E)  answering serviceF) patient portalG) time zone mapH) Unusual Occurrence Report (UOR) I) teleconferencingJ) search engines

Question 13

​Match the term to its definition (note some answers may be used more than once) .
-​A combination of practice management and electronic medical records

Accepted Answer

A)  ​electronic health record (EHR) 
B)  electronic medical record (EMR) 
C)  practice management (PM) 
D)  hybrid
E)  ​patient portal

Question 14

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
-​Is it kind?

Accepted Answer

A)  T
B)  H
C)  I
D)  N
E)  K

Question 15

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
-​IT department

Accepted Answer

A)  ​frequently called numbers
B)  ​community resources for patient health care needs
C)  ​community resources for emergency preparedness

Question 16

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
-​CDC (including vaccine information,travel advisories,etc. )

Accepted Answer

A)  ​frequently called numbers
B)  ​community resources for patient health care needs
C)  ​community resources for emergency preparedness

Question 17

When a patient calls with a medical question,you should:

Accepted Answer

A)   treat the question lightly if you feel the patient's concern is unfounded
B)   guess at the answer if you are not sure
C)   ask the patient to call back at a later time when the doctor is not busy
D)   document the patient's information and relay it to the doctor for review

Question 18

When obtaining a telephone message from a recording device or outside answering service,you should not:

Accepted Answer

A)   use active listening skills
B)   also check the fax machine and patient portal for additional messages
C)   list all patients who leave messages so you can pull their charts (or access their EHR) 
D)   prioritize messages according to the order in which they were received

Question 19

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Negative comments about the patient's attitude

Accepted Answer

A)  ​Yes
B)  ​No

Question 20

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
-​Lab services and locations

Accepted Answer

A)  ​frequently called numbers
B)  ​community resources for patient health care needs
C)  ​community resources for emergency preparedness

Exam 22: Telephone Communications

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -​Referrals and authorizations department

Correct AnswerverifiedShow Answer

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -​Is it kind?

Correct AnswerverifiedShow Answer

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -​IT department

Correct AnswerverifiedShow Answer

Match each term with its definition. -May be used to allow patients to request prescription refills

Correct AnswerverifiedShow Answer

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Threats received

Correct AnswerverifiedShow Answer

​When it comes to your personal mobile device,it would be considered best practice to:

Correct AnswerverifiedShow Answer

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -​Police department

Correct AnswerverifiedShow Answer

When a patient calls with a medical question,you should:

Correct AnswerverifiedShow Answer

​When responding to a nonemergency phone call and the person needs additional information,it is appropriate to respond:

Correct AnswerverifiedShow Answer

When obtaining a telephone message from a recording device or outside answering service,you should not:

Correct AnswerverifiedShow Answer

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -​Lab services and locations

Correct AnswerverifiedShow Answer

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Negative comments about the patient's attitude

Correct AnswerverifiedShow Answer

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Your coworkers' comments about the patient

Correct AnswerverifiedShow Answer

Phone menus are designed to:

Correct AnswerverifiedShow Answer

​The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -​Apologize

Correct AnswerverifiedShow Answer

​Match the term to its definition (note some answers may be used more than once) . -​A combination of practice management and electronic medical records

Correct AnswerverifiedShow Answer

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Phone number of caller-including the area code if appropriate-and if okay to leave message (verify with CCP)

Correct AnswerverifiedShow Answer

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -​CDC (including vaccine information,travel advisories,etc. )

Correct AnswerverifiedShow Answer

Match each "phone tone" with the message it sends to a listener. -I'm bored and have absolutely no interest in what you're talking about

Correct AnswerverifiedShow Answer

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​A detailed and accurate message indicating nature of the call

Correct AnswerverifiedShow Answer

It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -Referrals and authorizations department

Correct Answer
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The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Is it kind?

Correct Answer
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It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -IT department

Correct Answer
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Correct Answer
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Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Threats received

Correct Answer
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When it comes to your personal mobile device,it would be considered best practice to:

Correct Answer
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It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -Police department

Correct Answer
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Correct Answer
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When responding to a nonemergency phone call and the person needs additional information,it is appropriate to respond:

Correct Answer
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Correct Answer
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It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -Lab services and locations

Correct Answer
verified

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Negative comments about the patient's attitude

Correct Answer
verified

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Your coworkers' comments about the patient

Correct Answer
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Correct Answer
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The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Apologize

Correct Answer
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Match the term to its definition (note some answers may be used more than once) . -A combination of practice management and electronic medical records

Correct Answer
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Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Phone number of caller-including the area code if appropriate-and if okay to leave message (verify with CCP)

Correct Answer
verified

It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -CDC (including vaccine information,travel advisories,etc. )

Correct Answer
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Correct Answer
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Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -A detailed and accurate message indicating nature of the call

Correct Answer
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