Question 1

Which of the following calls is considered urgent, but not an emergency?

Accepted Answer

A)  Symptoms of chest pain 
B)  Severe allergic reactions 
C)  Animal bite 
D)  Broken bones

Question 2

Which of the following is not required when a telephone message is taken?

Accepted Answer

A)  The caller's name and phone number 
B)  The time and date 
C)  The name of the person to whom the call is directed 
D)  The caller's account number

Question 3

Most providers allow medical assistants to give test results in which of the following circumstances?

Accepted Answer

A)  Only normal test results 
B)  Abnormal test results if authorized by the provider 
C)  A caller asking for information on a spouse or child 
D)  Both A and B

Question 4

The medical assistant may help an angry caller to calm down by

Accepted Answer

A)  speaking in a lower tone of voice. 
B)  getting angry in return. 
C)  passing the situation off to the office manager immediately. 
D)  calling the physician into the situation.

Question 5

A person who fails to keep an appointment without giving advance notice is called a

Accepted Answer

A)  disruption. 
B)  no-show. 
C)  cancellation. 
D)  reschedule.

Question 6

Open office hours do not work well for most practices.

Accepted Answer

A) True 
 B)False

Question 7

How long are records of telephone messages retained?

Accepted Answer

A)  The same period that the statute of limitations runs for medical professional liability cases 
B)  5 years 
C)  7 years 
D)  1 week

Question 8

If a caller refuses to identify himself or herself, the medical assistant can put the call through to the physician right then.

Accepted Answer

A) True 
 B)False

Question 9

Active listening involves

Accepted Answer

A)  listening to what the speaker is saying. 
B)  interpreting what the message is. 
C)  restating the message to make sure that you have receive the intended message. 
D)  All of the above

Question 10

If a late patient is scheduled as the last patient of the day and does not show up before the office closes, the medical assistant is obligated to wait until the patient arrives.

Accepted Answer

A) True 
 B)False

Question 11

When rescheduling an appointment, which of the following needs to occur?

Accepted Answer

A)  Set the new appointment time 
B)  Remove the first appointment day and time 
C)  Schedule for the last appointment of the same day 
D)  Both A and B

Question 12

When patients need a series of appointments, it is best to

Accepted Answer

A)  schedule them individually. 
B)  let the patient call when he or she is ready to come in. 
C)  try to set the appointments for the same day of the week at the same time. 
D)  use any method of scheduling; they will all be effective.

Question 13

A matrix in the schedule

Accepted Answer

A)  prevents overcrowding. 
B)  prevents booking of patients during meetings and hospital rounds. 
C)  is used only in large offices. 
D)  is done at the end of the day.

Question 14

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 15

If a patient calls the office and states that his or her condition has not improved since the office visit earlier in the week, the medical assistant can suggest over-the-counter medications that the patient could try.

Accepted Answer

A) True 
 B)False

Question 16

For security reasons, stating that the doctor is unavailable is best used in which of the following situations?

Accepted Answer

A)  When provider is called to an emergency. 
B)  When provider is out of town. 
C)  When provider is delayed. 
D)  All of the above

Question 17

Enunciation is

Accepted Answer

A)  the choice of words. 
B)  the highness or lowness of sound. 
C)  articulation of sounds. 
D)  a change in pitch.

Question 18

Transferring a call to a staff member without announcing the caller's name is considered unprofessional.

Accepted Answer

A) True 
 B)False

Question 19

Which types of outpatient procedures might be scheduled by the physician's office?

Accepted Answer

A)  MRIs 
B)  CT scans 
C)  Blood work 
D)  All of the above

Question 20

Patients should always be given an exact time that the physician will return a call.

Accepted Answer

A) True 
 B)False

Exam 20: Telephone Techniques and Scheduling

Which of the following calls is considered urgent, but not an emergency?

Which of the following is not required when a telephone message is taken?

Most providers allow medical assistants to give test results in which of the following circumstances?

The medical assistant may help an angry caller to calm down by

A person who fails to keep an appointment without giving advance notice is called a

Open office hours do not work well for most practices.

How long are records of telephone messages retained?

If a caller refuses to identify himself or herself, the medical assistant can put the call through to the physician right then.

Active listening involves

If a late patient is scheduled as the last patient of the day and does not show up before the office closes, the medical assistant is obligated to wait until the patient arrives.

When rescheduling an appointment, which of the following needs to occur?

When patients need a series of appointments, it is best to

A matrix in the schedule

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

If a patient calls the office and states that his or her condition has not improved since the office visit earlier in the week, the medical assistant can suggest over-the-counter medications that the patient could try.

For security reasons, stating that the doctor is unavailable is best used in which of the following situations?

Enunciation is

Transferring a call to a staff member without announcing the caller's name is considered unprofessional.

Which types of outpatient procedures might be scheduled by the physician's office?

Patients should always be given an exact time that the physician will return a call.