Question 1

If the patient calls with a billing problem but, in fact, the proper fee was charged, the best approach is to ____.

Accepted Answer

A)   tell the patient that the bill is correct
B)   speak to the physician before responding to the patient
C)   explain each individual charge to the patient but tell him the payment is due
D)   tell the patient that healthcare is expensive
E)   adjust the amount anyway, because the customer is always rightF) None of the above
G) A) and C)

Question 2

If you put a caller on hold and determine it will be a long wait, ____.

Accepted Answer

A)   offer to call back
B)   tell the patient to call back
C)   suggest that calling on another day would be better
D)   explain how busy you are and say that you cannot talk
E)   wait five minutes and then hang up the phoneF) All of the above
G) B) and D) A

Question 3

Which of the following guidelines should you follow when placing an outgoing telephone call?

Accepted Answer

A)   Allow the phone to ring four times before hanging up
B)   Ask if it is a convenient time and if the person has time to talk
C)   Pull the patient's record after he answers
D)   Begin with dates, times, or instructions while the person finds something to write with
E)   Provide all the relevant information and hang up quickly to avoid annoying the patientF) A) and D)
G) A) and C) B

Question 4

Before placing an outgoing telephone call to a patient, you should ____.

Accepted Answer

A)   notify the physician that you are making the call
B)   wait and place the call after the office closes
C)   verify the correct phone number
D)   write down exactly what you will tell the patient
E)   read the patient's entire medical record so you will be prepared to answer questionsF) A) and B)
G) A) and D)

Question 5

A medical assistant may be asked to use telephone ________ to determine what action to take when a patient calls with a clinical problem.

Accepted Answer

The answer of A medical assistant may be asked to...

Question 6

Telephone calls that require the physician's personal attention include ____.

Accepted Answer

A)   administrative questions
B)   requests for referrals to other doctors
C)   billing inquiries
D)   reports from hospitals regarding a patient's satisfactory progress
E)   patient requests to discuss abnormal test resultsF) None of the above
G) A) and B)

Question 7

Which of the following is not a way to help ensure accurate telephone messages?

Accepted Answer

A)   Always have a pen and paper on hand
B)   Verify the callback number
C)   Tell the caller the physician will call him or her back
D)   Jot down notes as the information is given
E)   Verify the spelling of the caller's nameF) A) and B)
G) C) and D)

Question 8

Speaking with good ________ enables the person to whom you are speaking to understand you.

Accepted Answer

The answer of Speaking with good ________ enables the person...

Question 9

Mrs. Worth is calling for the result of the CEA (cancer marker)  test she had. Georgia, a new administrative medical assistant, looked up the record and discovered that the result is abnormal. Georgia asks you what she should tell Mrs. Worth. What should you tell Georgia?

Accepted Answer

A)   "Tell Mrs. Worth that the physician will call back with the results."
B)   "Tell Mrs. Worth you are sorry, but she has cancer."
C)   "Ask Mrs. Worth how she is feeling today; if she is feeling well, give her the results."
D)   "Ask to speak to her husband and give him the results instead."
E)   "Tell Mrs. Worth her test results are okay, but she needs to schedule another appointment."F) B) and C)
G) D) and E)

Question 10

When talking on the telephone, you should use a normal conversational tone and vary your ________, which enables you to emphasize words.

Accepted Answer

The answer of When talking on the telephone, you should...

Question 11

The best response to patients who call to ask if they can use a medication that was prescribed for a previous condition is ____.

Accepted Answer

A)   "You may use the medication if it has not expired."
B)   "You should not use the medication because it may not be helpful."
C)   "You may use the medication until you come in to see the doctor."
D)   "You may use the medication after I review it with you."
E)   "You may use the medication, but it will probably cause side effects."F) C) and D)
G) A) and D) B

Question 12

What type of call must be immediately routed to the physician?

Accepted Answer

A)   Emergency
B)   Billing errors
C)   Prescription renewals
D)   Requests for test results
E)   Calls from attorneysF) A) and E)
G) C) and D)

Question 13

When dealing with a patient who is nervous, upset, or angry, ____.

Accepted Answer

A)   tell the patient that you will not continue the conversation until the patient settles down.
B)   show empathy and an understanding of the caller's feelings.
C)   tell the caller that you will not be talked to like that and hang up.
D)   insist that the physician take the call.
E)   demand that the patient stop shouting immediately.F) C) and D)
G) A) and D)

Question 14

When you answer the phone, you know immediately that the caller is angry. Without identifying herself, the caller begins shouting at you that she had been told that an office visit would cost $79, but her bill was for $135. She says the office is discriminating against her by charging her more than the normal amount. How should you handle this call?

Accepted Answer

A)   Interrupt the patient and ask for her name
B)   Promise the patient that everything will work out
C)   Listen carefully and acknowledge the patient's anger
D)   Talk down to the patient if she will not listen
E)   Shout that you cannot fix anything until she tells you who she isF) B) and D)
G) None of the above

Question 15

Many physicians free up staff time by using ________ phone systems to remind patients of appointments, call patients about no-shows, and leaving other types of messages.

Accepted Answer

The answer of Many physicians free up staff time by...

Question 16

A specially designed telephone that looks like a laptop and allows the user to type a message instead of speaking is known as a(n) ________ device for the deaf, or TDD.

Accepted Answer

The answer of A specially designed telephone that looks like...

Question 17

How much time should you allow for a patient to answer when you place a phone call?

Accepted Answer

A)   One minute or about eight rings
B)   30 seconds or about four rings
C)   20 seconds or about three rings
D)   20 rings
E)   3 minutesF) A) and D)
G) D) and E)

Question 18

Establishing a regular ________ for retrieving messages from an answering service ensures that you do not miss any messages.

Accepted Answer

The answer of Establishing a regular ________ for retrieving messages...

Question 19

Learning the telephone triage process includes ____.

Accepted Answer

A)   permitting the office staff to diagnose a patient's problem
B)   eliminating the need to ask the patient his age and symptoms
C)   using the office's written guidelines for commonly asked questions
D)   training the office staff to prescribe a treatment plan for patients
E)   using medical references as necessary to answer the patient's questionsF) A) and B)
G) A) and D)

Question 20

One responsibility of many medical assistants when they answer the telephone involves ________ calls before routing them to other staff members.

Accepted Answer

The answer of One responsibility of many medical assistants when...

Exam 13: Telephone Techniques

If the patient calls with a billing problem but, in fact, the proper fee was charged, the best approach is to ____.

Correct Answer
verified

If you put a caller on hold and determine it will be a long wait, ____.

Correct Answer
verified
A

Which of the following guidelines should you follow when placing an outgoing telephone call?

Correct Answer
verified
B

Before placing an outgoing telephone call to a patient, you should ____.

Correct Answer
verified

A medical assistant may be asked to use telephone ________ to determine what action to take when a patient calls with a clinical problem.

Correct Answer
verified

Telephone calls that require the physician's personal attention include ____.

Correct Answer
verified

Which of the following is not a way to help ensure accurate telephone messages?

Correct Answer
verified

Speaking with good ________ enables the person to whom you are speaking to understand you.

Correct Answer
verified

Mrs. Worth is calling for the result of the CEA (cancer marker) test she had. Georgia, a new administrative medical assistant, looked up the record and discovered that the result is abnormal. Georgia asks you what she should tell Mrs. Worth. What should you tell Georgia?

Correct Answer
verified

When talking on the telephone, you should use a normal conversational tone and vary your ________, which enables you to emphasize words.

Correct Answer
verified

The best response to patients who call to ask if they can use a medication that was prescribed for a previous condition is ____.

Correct Answer
verified
B

What type of call must be immediately routed to the physician?

Correct Answer
verified

When dealing with a patient who is nervous, upset, or angry, ____.

Correct Answer
verified

Correct Answer
verified

Many physicians free up staff time by using ________ phone systems to remind patients of appointments, call patients about no-shows, and leaving other types of messages.

Correct Answer
verified

A specially designed telephone that looks like a laptop and allows the user to type a message instead of speaking is known as a(n) ________ device for the deaf, or TDD.

Correct Answer
verified

How much time should you allow for a patient to answer when you place a phone call?

Correct Answer
verified

Establishing a regular ________ for retrieving messages from an answering service ensures that you do not miss any messages.

Correct Answer
verified

Learning the telephone triage process includes ____.

Correct Answer
verified

One responsibility of many medical assistants when they answer the telephone involves ________ calls before routing them to other staff members.

Correct Answer
verified

Exam 13: Telephone Techniques

If the patient calls with a billing problem but, in fact, the proper fee was charged, the best approach is to ____.

Correct AnswerverifiedShow Answer

If you put a caller on hold and determine it will be a long wait, ____.

Correct AnswerverifiedA

Which of the following guidelines should you follow when placing an outgoing telephone call?

Correct AnswerverifiedB

Before placing an outgoing telephone call to a patient, you should ____.

Correct AnswerverifiedShow Answer

A medical assistant may be asked to use telephone ________ to determine what action to take when a patient calls with a clinical problem.

Correct AnswerverifiedShow Answer

Telephone calls that require the physician's personal attention include ____.

Correct AnswerverifiedShow Answer

Which of the following is not a way to help ensure accurate telephone messages?

Correct AnswerverifiedShow Answer

Speaking with good ________ enables the person to whom you are speaking to understand you.

Correct AnswerverifiedShow Answer

Mrs. Worth is calling for the result of the CEA (cancer marker) test she had. Georgia, a new administrative medical assistant, looked up the record and discovered that the result is abnormal. Georgia asks you what she should tell Mrs. Worth. What should you tell Georgia?

Correct AnswerverifiedShow Answer

When talking on the telephone, you should use a normal conversational tone and vary your ________, which enables you to emphasize words.

Correct AnswerverifiedShow Answer

The best response to patients who call to ask if they can use a medication that was prescribed for a previous condition is ____.

Correct AnswerverifiedB

What type of call must be immediately routed to the physician?

Correct AnswerverifiedShow Answer

When dealing with a patient who is nervous, upset, or angry, ____.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Many physicians free up staff time by using ________ phone systems to remind patients of appointments, call patients about no-shows, and leaving other types of messages.

Correct AnswerverifiedShow Answer

A specially designed telephone that looks like a laptop and allows the user to type a message instead of speaking is known as a(n) ________ device for the deaf, or TDD.

Correct AnswerverifiedShow Answer

How much time should you allow for a patient to answer when you place a phone call?

Correct AnswerverifiedShow Answer

Establishing a regular ________ for retrieving messages from an answering service ensures that you do not miss any messages.

Correct AnswerverifiedShow Answer

Learning the telephone triage process includes ____.

Correct AnswerverifiedShow Answer

One responsibility of many medical assistants when they answer the telephone involves ________ calls before routing them to other staff members.

Correct AnswerverifiedShow Answer

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A

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B

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B

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