Question 1

If a question arises as to how a task should be handled in the office, the medical assistant should consult the __________.

Accepted Answer

policy and procedures manual
O...

Question 2

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 waiting

Question 3

If your office is in New York and you need to contact a supplier in Seattle, which New York time would be the earliest that you should call to place an order, assuming that the supplier opens at 8 AM?

Accepted Answer

A)  8 AM
B)  9 AM
C)  10 AM
D)  11 AM

Question 4

Which of the following would be considered professional jargon?

Accepted Answer

A)  Encephalalgia
B)  Backache
C)  Earache
D)  Headache

Question 5

Office policy must dictate that medical assistants can give __________ results to patients before they perform this task (unless this is prohibited in their state).

Accepted Answer

test
Medical assistants should...

Question 6

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

Accepted Answer

A) True 
 B)False  False

Question 7

Managed care organizations usually require a referral to a specialist.

Accepted Answer

A) True 
 B)False

Question 8

The medical assistant can refer patients to an Internet map if they call for directions to the physician's office.

Accepted Answer

A) True 
 B)False  False

Question 9

Referrals to other physicians should always be __________ in the patient's medical record.

Accepted Answer

documented
Any referral to another physi...

Question 10

Which of the following types of calls should be limited in the professional setting?

Accepted Answer

A)  Local
B)  Long distance
C)  Toll free
D)  Personal

Question 11

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

Accepted Answer

referral
Some managed care pla...

Question 12

A person speaking in a monotone uses no inflection to emphasize important points.

Accepted Answer

A) True 
 B)False

Question 13

Direct calls are more expensive than operator-assisted calls.

Accepted Answer

A) True 
 B)False

Question 14

When a patient calls with a complaint:

Accepted Answer

A)  use an approach similar to that for angry callers
B)  find the source of the problem
C)  present options of solutions to the patient
D)  all of the above

Question 15

The office should have a clear set of __________ to the facility available so that they can be easily given to patients who request them.

Accepted Answer

directions
A clear set of dire...

Question 16

If a patient wants to hold to speak to a certain staff member, the medical assistant does not have to return to the phone at all during the wait time.

Accepted Answer

A) True 
 B)False

Question 17

Answering services usually provide a(n) __________ to answer the phone rather than a recording device.

Accepted Answer

operator
Answering services us...

Question 18

Phone and message records can be used in court.

Accepted Answer

A) True 
 B)False

Question 19

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

Accepted Answer

court
Because phone messages are part of the medical record and can be taken into court, they must be legible and complete.

Question 20

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

Accepted Answer

hang up
In emergenci...

Exam 9: Telephone Techniques

If a question arises as to how a task should be handled in the office, the medical assistant should consult the __________.

Correct Answerverifiedpolicy and procedures manualO...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

If your office is in New York and you need to contact a supplier in Seattle, which New York time would be the earliest that you should call to place an order, assuming that the supplier opens at 8 AM?

Correct AnswerverifiedShow Answer

Which of the following would be considered professional jargon?

Correct AnswerverifiedShow Answer

Office policy must dictate that medical assistants can give __________ results to patients before they perform this task (unless this is prohibited in their state).

Correct AnswerverifiedtestMedical assistants should...View AnswerShow Answer

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

Correct AnswerverifiedFalse

Managed care organizations usually require a referral to a specialist.

Correct AnswerverifiedShow Answer

The medical assistant can refer patients to an Internet map if they call for directions to the physician's office.

Correct AnswerverifiedFalse

Referrals to other physicians should always be __________ in the patient's medical record.

Correct AnswerverifieddocumentedAny referral to another physi...View AnswerShow Answer

Which of the following types of calls should be limited in the professional setting?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedreferralSome managed care pla...View AnswerShow Answer

A person speaking in a monotone uses no inflection to emphasize important points.

Correct AnswerverifiedShow Answer

Direct calls are more expensive than operator-assisted calls.

Correct AnswerverifiedShow Answer

When a patient calls with a complaint:

Correct AnswerverifiedShow Answer

The office should have a clear set of __________ to the facility available so that they can be easily given to patients who request them.

Correct AnswerverifieddirectionsA clear set of dire...View AnswerShow Answer

If a patient wants to hold to speak to a certain staff member, the medical assistant does not have to return to the phone at all during the wait time.

Correct AnswerverifiedShow Answer

Answering services usually provide a(n) __________ to answer the phone rather than a recording device.

Correct AnswerverifiedoperatorAnswering services us...View AnswerShow Answer

Phone and message records can be used in court.

Correct AnswerverifiedShow Answer

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

Correct Answerverifiedcourt Because phone messages are part of the medical record and can be taken into court, they must be legible and complete.

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

Correct Answerverifiedhang upIn emergenci...View AnswerShow Answer

Correct Answer
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policy and procedures manual
O...
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Correct Answer
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Correct Answer
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Correct Answer
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test
Medical assistants should...
View Answer

Correct Answer
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False

Correct Answer
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Correct Answer
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False

Correct Answer
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documented
Any referral to another physi...
View Answer

Correct Answer
verified

Correct Answer
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referral
Some managed care pla...
View Answer

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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directions
A clear set of dire...
View Answer

Correct Answer
verified

Correct Answer
verified
operator
Answering services us...
View Answer

Correct Answer
verified

Correct Answer
verified
court Because phone messages are part of the medical record and can be taken into court, they must be legible and complete.

Correct Answer
verified
hang up
In emergenci...
View Answer