Question 1

Which type of correspondence relates to the management of the office and may concern insurance companies, lawyers, supply houses, and bills to patients?

Accepted Answer

A)  Clinical 
B)  Business 
C)  Personal 
D)  Professional

Question 2

In which type of scheduling are patients seen in the order in which they arrive?

Accepted Answer

A)  Open/fixed office hours 
B)  Wave schedule 
C)  Double booking 
D)  Modified wave

Question 3

There are many ways to answer the phone, but the preferred method is to answer with:

Accepted Answer

A)  "Hello" 
B)  "Good morning" 
C)  "Dr. _____'s office, this is _____." 
D)  "Please hold the line"

Question 4

When screening a nonmedical situation, the caller refuses to give you information over the phone. What should you do in this situation?

Accepted Answer

A)  Suggest that a letter be written and marked "Personal" 
B)  Refuse to help the caller until the information is obtained 
C)  Just hang up the call because it was probably a sales call 
D)  Put them on hold and wait for them to hang up

Question 5

Another word for telephone etiquette is telephone ________________.

Accepted Answer

A)  conduct 
B)  screening 
C)  demeanor 
D)  accomplishment

Question 6

Which of the following calls should not be handled by taking a message?

Accepted Answer

A)  Call from another physician 
B)  Prescription refills needed 
C)  Non-stat lab or x-ray results 
D)  A personal friend of the physician

Question 7

You work in an oncologist office, and a patient calls to get the results of their breast biopsy. You cannot determine the identity of the patient over the phone so you should ______________.

Accepted Answer

A)  tell them to call back and talk to someone else 
B)  go ahead and release the requested information 
C)  have them call the lab directly for the results 
D)  not disclose any information until you have received proper release

Question 8

When Mike Capney needs to see his physician, he can just go to the office whenever he wishes. The practice is utilizing what type of patient scheduling?

Accepted Answer

A)  Wave scheduling 
B)  Shared medical appointments 
C)  Scheduled appointments 
D)  Open/fixed office hours

Question 9

The __________ for cancellations and rescheduled appointments should be posted in areas accessible to patients such as the waiting area or examination room.

Accepted Answer

A)  NPP 
B)  OCR 
C)  office policy 
D)  management book

Question 10

When opening payments from patients, the administrative medical assistant should do everything except

Accepted Answer

A)  Carefully put aside the check. 
B)  Verify whose bill is being paid. 
C)  Mark it personal and confidential. 
D)  Keep all patient checks together to be recorded and deposited later.

Question 11

You should speak at a ______________ pace throughout the conversation.

Accepted Answer

A)  Slow 
B)  Fast 
C)  Moderate 
D)  Leisurely

Question 12

While triaging a patient over the phone, the administrative medical assistant learned the patient had "a really deep cut on the inside of the upper thigh" and there was blood everywhere. The patient stated he was not able to stop the bleeding. The patient should be advised to:

Accepted Answer

A)  Come to the office, since the wound may become infected. 
B)  Call 911 or go immediately to the emergency department because the patient may have cut into an artery. 
C)  Elevate the leg above his heart and see if the bleeding decreases. 
D)  Schedule an appointment for the following morning.

Question 13

About how far away from your mouth should you hold the mouthpiece of the phone in order to avoid distortion or faintness of voice?

Accepted Answer

A)  3 inches 
B)  ½ inch 
C)  2 inches 
D)  1 inch

Question 14

The ideal time to answer a call is on the _______________ ring.

Accepted Answer

A)  Fourth 
B)  Third 
C)  Second 
D)  First

Question 15

After taking a message regarding a patient's care, the assistant should:

Accepted Answer

A)  Advise the physician 
B)  Advise the medical assistant 
C)  Enter into the computer 
D)  Pull the patient's chart

Question 16

What is it called when patients with the same condition(s) meet in a group setting?

Accepted Answer

A)  shared medical scheduling 
B)  wave scheduling 
C)  open scheduling 
D)  fixed scheduling

Question 17

If confidential mail is opened in error, the administrative medical assistant should reseal the correspondence and:

Accepted Answer

A)  Mark with her initials 
B)  Mark with the date and the word "mistake" 
C)  Mark with the date and initials 
D)  Mark "opened by mistake" and her initials

Question 18

After taking a message regarding a patient's care, the administrative medical assistant should obtain the __________.

Accepted Answer

A)  patient chart 
B)  doctor's input 
C)  vital statistics 
D)  referring physician telephone number

Question 19

You want to send a letter to a patient with confidential HIV test results, and you want to make sure that only the patient (or the patient's agent) receives the letter. How should you send this delivery?

Accepted Answer

A)  Special 
B)  Limited 
C)  Restricted 
D)  Controlled

Question 20

ZocDoc is an example of what type of scheduling?

Accepted Answer

A)  Wave scheduling 
B)  Shared medical appointments 
C)  Patient online scheduling 
D)  Open/fixed office hours

Exam 4: Office Communications: Phone, Scheduling, and Mail