Question 1

The vocabulary of a particular group is called

Accepted Answer

A)  salutation. 
B)  monotone. 
C)  jargon. 
D)  enunciation. 
A)  salutation. 
B)  monotone. 
C)  jargon. 
D)  enunciation. C

Question 2

An obstetrician who devotes two afternoons a week to seeing pregnant patients is using an appointment scheduling method called

Accepted Answer

A)  wave scheduling. 
B)  advance booking. 
C)  grouping procedures. 
D)  modified wave scheduling. 
A)  wave scheduling. 
B)  advance booking. 
C)  grouping procedures. 
D)  modified wave scheduling. C

Question 3

An effective way to deal with patients who are always late for appointments is to

Accepted Answer

A)  refuse to schedule them after this happens several times. 
B)  have them wait until it is convenient for the physician. 
C)  advise them that they disrupt the office schedule. 
D)  give them the last appointment of the day. 
A)  refuse to schedule them after this happens several times. 
B)  have them wait until it is convenient for the physician. 
C)  advise them that they disrupt the office schedule. 
D)  give them the last appointment of the day. D

Question 4

Most physicians do not expect the medical assistant to screen calls.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is true concerning the scheduling of new patients?

Accepted Answer

A)  Financial arrangements should be explained when the appointment is made if the patient is expected to pay at the time of service. 
B)  The patient should be offered only the times reserved for new patient appointments, without flexibility. 
C)  It should be assumed that the patient will look up directions to the office on the internet. 
D)  The medical assistant should wait to obtain information about the chief complaint until the patient arrives for the appointment. 
A)  Financial arrangements should be explained when the appointment is made if the patient is expected to pay at the time of service. 
B)  The patient should be offered only the times reserved for new patient appointments, without flexibility. 
C)  It should be assumed that the patient will look up directions to the office on the internet. 
D)  The medical assistant should wait to obtain information about the chief complaint until the patient arrives for the appointment.

Question 6

Why is it necessary to include a note in the patient's chart when the person does not show up for a scheduled appointment?

Accepted Answer

A)  To bill the patient for the time 
B)  To keep count of the number of no-shows for a possible drop in the future 
C)  To provide the medical assistant with a reminder to call and reschedule 
D)  To be prepared for future legal consequences regarding the patient's care 
A)  To bill the patient for the time 
B)  To keep count of the number of no-shows for a possible drop in the future 
C)  To provide the medical assistant with a reminder to call and reschedule 
D)  To be prepared for future legal consequences regarding the patient's care

Question 7

Pitch is

Accepted Answer

A)  the choice of words. 
B)  the depth of a sound. 
C)  the quality of being clear. 
D)  a change in pitch. 
A)  the choice of words. 
B)  the depth of a sound. 
C)  the quality of being clear. 
D)  a change in pitch.

Question 8

The medical assistant should never give patients an estimate of what the cost of their visit will be, even on the initial visit.

Accepted Answer

A) True 
 B)False

Question 9

When a requested appointment time is not available, the medical assistant should

Accepted Answer

A)  explain why the time is not available and offer a different date and time. 
B)  insist that the patient accept the next available appointment. 
C)  immediately put the patient on a waiting list for that time slot. 
D)  suggest the patient see an alternate physician in the practice. 
A)  explain why the time is not available and offer a different date and time. 
B)  insist that the patient accept the next available appointment. 
C)  immediately put the patient on a waiting list for that time slot. 
D)  suggest the patient see an alternate physician in the practice.

Question 10

When a patient calls in complaining about the care he or she received, or the fee charged, which of the following should be avoided?

Accepted Answer

A)  Placing blame for the error 
B)  Responding with "Let me help you" 
C)  Finding the source of the problem and then presenting options for resolution 
D)  Providing good customer service 
A)  Placing blame for the error 
B)  Responding with "Let me help you" 
C)  Finding the source of the problem and then presenting options for resolution 
D)  Providing good customer service

Question 11

Which of the following is not correct with regard to ending a call?

Accepted Answer

A)  Closing the conversation with some form of "goodbye" 
B)  Hanging up before the caller 
C)  Discouraging inappropriate chatting 
D)  Thanking the person for calling 
A)  Closing the conversation with some form of "goodbye" 
B)  Hanging up before the caller 
C)  Discouraging inappropriate chatting 
D)  Thanking the person for calling

Question 12

Which of the following scheduling systems reduces the number of calls to the office and is available to the patient 24 hours a day?

Accepted Answer

A)  Computerized scheduling 
B)  Self-scheduling 
C)  Appointment book scheduling 
D)  Paper-based scheduling 
A)  Computerized scheduling 
B)  Self-scheduling 
C)  Appointment book scheduling 
D)  Paper-based scheduling

Question 13

When informing patients that you must postpone their appointments because of the absence of the provider, it is good practice to

Accepted Answer

A)  give them the option of seeing another provider. 
B)  explain exactly why the provider cannot see them. 
C)  offer them priority over patients already scheduled in the future. 
D)  be extremely apologetic about the inconvenience. 
A)  give them the option of seeing another provider. 
B)  explain exactly why the provider cannot see them. 
C)  offer them priority over patients already scheduled in the future. 
D)  be extremely apologetic about the inconvenience.

Question 14

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 pm 
A)  8 am 
B)  9 am 
C)  3 pm 
D)  4 pm

Question 15

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 call. 
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 call.

Question 16

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 overheard 
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 overheard

Question 17

The medical assistant should always ask permission before placing a caller on hold.

Accepted Answer

A) True 
 B)False

Question 18

Patients may fail to appear for appointments because

Accepted Answer

A)  they have been pressed for a payment but do not have the funds to pay. 
B)  they are in denial and are having difficulty facing their illness. 
C)  the office consistently runs behind schedule. 
D)  Both A and B 
A)  they have been pressed for a payment but do not have the funds to pay. 
B)  they are in denial and are having difficulty facing their illness. 
C)  the office consistently runs behind schedule. 
D)  Both A and B

Question 19

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)  Both A and B 
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)  Both A and B

Question 20

The principal advantage of using the wave method when designing the scheduling process is that it

Accepted Answer

A)  allows flexibility to accommodate the unpredictable. 
B)  gives priority to established patients. 
C)  provides more breaks for staff members. 
D)  enables the physician to see more patients each day. 
A)  allows flexibility to accommodate the unpredictable. 
B)  gives priority to established patients. 
C)  provides more breaks for staff members. 
D)  enables the physician to see more patients each day.

Exam 20: Telephone Techniques and Scheduling

The vocabulary of a particular group is called

An obstetrician who devotes two afternoons a week to seeing pregnant patients is using an appointment scheduling method called

An effective way to deal with patients who are always late for appointments is to

Most physicians do not expect the medical assistant to screen calls.

Which of the following is true concerning the scheduling of new patients?

Why is it necessary to include a note in the patient's chart when the person does not show up for a scheduled appointment?

Pitch is

The medical assistant should never give patients an estimate of what the cost of their visit will be, even on the initial visit.

When a requested appointment time is not available, the medical assistant should

When a patient calls in complaining about the care he or she received, or the fee charged, which of the following should be avoided?

Which of the following is not correct with regard to ending a call?

Which of the following scheduling systems reduces the number of calls to the office and is available to the patient 24 hours a day?

When informing patients that you must postpone their appointments because of the absence of the provider, it is good practice to

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

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

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

The medical assistant should always ask permission before placing a caller on hold.

Patients may fail to appear for appointments because

Answering services can be used for which of the following?

The principal advantage of using the wave method when designing the scheduling process is that it

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