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Med 160 Rev 14
| Question | Answer |
|---|---|
| Which of the following is an important part of effective communication? | Knowing when to speak and when to listen |
| The medical assistant should answer the telephone promptly by the: | second or third ring. |
| When answering a phone call in the medical office, the medical assistant should: | be courteous, calm, and pleasant. |
| Regarding the telephone, HIPAA is concerned with: | the privacy and confidentiality of patient information via the telephone. |
| In accordance with HIPAA guidelines, the medical office must: | have written standards or policies that require HIPAA compliance. |
| Which of the following calls are handled by the medical assistant? | Appointments |
| Of the following calls, which one will most likely be handled by the physician? | Reports from patients with unsatisfactory progress |
| Which of the following is correct regarding your telephone voice? | Visualize the caller and speak directly to the caller. |
| Which of the following is the best way to record a message? | Keep a telephone message pad by the phone to record information as it is given. |
| Proper message taking is most important because: | it can protect the physician if the caller takes legal action. |
| When making a call, it is important to consider the time zone in the location you are calling because: | you want to make sure you are calling during business hours. |
| Which of the following describes telephone triage? | Screening calls to determine the level of priority |
| Which of the following describes a message that is respectful and considerate of others? | A courteous message |
| If the office is very busy and you answer an incoming call, you should: | maintain a calm demeanor. |
| Which of the following is true regarding HIPAA compliance? | All employees must comply with HIPAA. |
| Which of the following equipment leaves a private message directly on someone’s direct line or cell phone? | Voice mail |
| Which of the following actions by the medical assistant is not necessary before leaving a message on a patient’s answering machine? | Get authorization from the physician. |
| What is another term for telehealth? | Telemedicine |
| Which of the following is a role of the medical assistant during a telehealth visit? | Preparing the patient for the live video chat. |
| Which of the following is not one of the tasks that may be performed by a medical assistant during a telehealth visit? | Document the provider's discussion with the patient |
| According to the five Cs of communication, "completeness" describes: | a message that contains all necessary information. |
| Mrs. Rogers called to reschedule her upcoming appointment due to a death in her family. The medical assistant expressed regret for her loss and located an open appointment slot that would be convenient for Mrs. Rogers. The medical assistant displayed whic | Showing empathy |
| Veronica takes a message for Dr. Long from a patient who describes her symptoms and past treatment history. Veronica organizes the message and makes sure she writes the message in a logical format. This is an example of: | cohesiveness |
| It is important to state your name when answering a call because: | it helps the caller know she is talking to a real person, not an anonymous voice. |
| When ending a call, you should: | say "goodbye" and use the caller's name. |
| When speaking to a patient on the phone, you must be careful to: | not discuss confidential information in an area where other patients can hear your conversation. |
| If a patient calls and states he has been bitten by a snake, you should: | allow the patient to speak to the physician right away. |
| When you receive a call from an attorney, you should: | follow the office policy manual to handle this call. |
| Which of the following is an important step to take when making an outgoing call? | Have all of the necessary information in front of you before you call. |
| When scheduling a conference call for several people, you should: | suggest several time slots in case someone is not available at a particular time. |
| Good communication skills are most important in telephone management because: | they help to project a positive image. |
| Proper enunciation is important when speaking on the telephone because: | the caller will be able to better understand what you are saying. |
| Which of the following is not a correct action to take when recording a phone message? | Promising that the physician will call the patient |
| When placing an outgoing call, you should hang up if: | the call is not answered within a minute or eight rings. |
| Which piece of office telephone equipment is commonly used to assist with answering and routing phone calls into the office? | Automated voice response unit |
| Which of the following messages may be left on a patient's phone? | "Mr. Wilson, this call is to remind you of your appointment at Dr. Greg's office tomorrow at 9:00." |
| Which of the following messages may be left on a patient's answering machine? | None of these are correct |
| To maintain patient confidentiality when using the telephone, the medical assistant should: | leave a message with the name of the office and a number to call back. |
| Which of the following is an advantage of mobile health? | It can provide alerts about health lifestyles. |
| Completeness | Message must contain all necessary information |
| Clarity | Message must be legible and free from ambiguity |
| Conciseness | Message must be brief and direct |
| Courtesy | Message must be respectful and considerate of others |
| Cohesiveness | Message must be organized and logical |
Created by:
PRILEN8176