Deck 9: Anatomic Descriptors and Fundamental Body Structure

Question 1

Match each "phone tone" with the message it sends to a listener.
I'm depressed and want to be left alone.

A)monotone, flat voice
B)slow speed and low pitch
C)high-pitched, empathetic voice
D)abrupt speed and loud tone
E)high pitch combined with drawn-out speed

Answer 1

slow speed and low pitch

Question 2

When answering a telephone call, you should not:

A) remain expressionless
B) identify yourself
C) repeat back to the caller any information you record
D) let the caller know when they may expect a response

Answer 2

remain expressionless

Question 3

Match each "phone tone" with the message it sends to a listener.
I'm bored and have absolutely no interest in what you're talking about.

A)monotone, flat voice
B)slow speed and low pitch
C)high-pitched, empathetic voice
D)abrupt speed and loud tone
E)high pitch combined with drawn-out speed

Answer 3

monotone, flat voice

Question 4

When documenting a telephone call, you should:

A) include your own name or initials
B) only record the patient's reason for calling
C) always mark the message "URGENT"
D) never attach anything to the message before you pass it on to the physician

Question 5

When obtaining a telephone message from a recording device or outside answering service, you should not:

A) use active listening skills
B) also check the fax machine and office email for additional messages
C) list all patients who leave messages so you can pull their charts
D) prioritize messages according to the order in which they were received

Question 6

Phone menus are designed to:

A) increase efficiency
B) route all calls to a central operator
C) disconnect the caller if none of the menu options apply to the call
D) keep the caller on hold

Question 7

When scheduling appointments, you must do all but which of the following?

A) use at least three identifiers of the patient
B) confirm the last appointment date
C) assess the type of appointment needed
D) note the type of appointment needed in the schedule

Question 8

If a caller makes threats, you should:

A) hang up immediately
B) hand the phone over to your supervisor
C) document the information about the caller and the threat and end the call
D) try to calm the caller or wait until he or she hangs up

Question 9

Match each "phone tone" with the message it sends to a listener.
I don't believe what I'm hearing.

A)monotone, flat voice
B)slow speed and low pitch
C)high-pitched, empathetic voice
D)abrupt speed and loud tone
E)high pitch combined with drawn-out speed

Question 10

Match each "phone tone" with the message it sends to a listener.
I'm enthusiastic about this subject!

A)monotone, flat voice
B)slow speed and low pitch
C)high-pitched, empathetic voice
D)abrupt speed and loud tone
E)high pitch combined with drawn-out speed

Question 11

Which of the following is the most appropriate question to ask when scheduling an appointment?

A) Are you a patient here?
B) What do you think is wrong with you?
C) What is the reason for the visit?
D) When would you like to come in?

Question 12

It is most appropriate to use an answering machine:

A) only when all lines are busy
B) anytime the office is closed
C) during the office lunch break
D) when you are too busy with other work to answer the phone

Question 13

If you are speaking to a patient face-to-face at the office and the phone rings, you should:

A) let it go unanswered
B) say, "excuse me for a moment, please," and answer the call
C) answer the call while you continue talking with the patient in the office
D) pick up the phone and say, "please hold," then go back to your conversation

Question 14

A phone screening manual is sometimes called a(n) _____ manual.

A) priority
B) authorization
C) triage
D) employee

Question 15

If a person claiming to be a patient's attorney calls to request information from the patient's medical record, you should:

A) provide it promptly
B) refuse to provide it
C) verify that the attorney is authorized to receive it and provide it promptly
D) verify that the attorney is authorized to receive it and offer to call them back

Question 16

You do not need to include which of the following types of information when transmitting a prescription refill request to a pharmacy?

A) dosage information
B) date the prescription was first filled
C) number of refills
D) name of the medication

Question 17

Which calling feature allows several people in various locations to converse at the same time?

A) voicemail
B) caller ID
C) call waiting
D) conference calling

Question 18

Match each "phone tone" with the message it sends to a listener.
I'm angry and not open to input.

A)monotone, flat voice
B)slow speed and low pitch
C)high-pitched, empathetic voice
D)abrupt speed and loud tone
E)high pitch combined with drawn-out speed

Question 19

When a patient calls with a medical question, you should:

A) treat the question lightly if you feel the patient's concern is unfounded
B) guess at the answer if you are not sure
C) ask the patient to call back at a later time when the doctor is not busy
D) document the patient's information and relay it to the doctor for review

Question 20

If a caller is requesting information, you should ask if you can call him or her back if it will take you longer than ____ to retrieve it.

A) 30 seconds
B) 1 minute
C) 3 minutes
D) 5 minutes

Question 21

Match each type of call with the method of routing commonly used. (Answers may be used more than once.)
Patient requesting test results known to be abnormal

A)immediately route to the physician
B)record a message for the physician
C)route to the clinical medical assistant
D)route to the administrative medical assistant

Question 22

Match each type of call with the method of routing commonly used. (Answers may be used more than once.)
Patient complaints

A)immediately route to the physician
B)record a message for the physician
C)route to the clinical medical assistant
D)route to the administrative medical assistant

Question 23

Match each type of call with the method of routing commonly used. (Answers may be used more than once.)
Patient requesting to schedule an appointment

A)immediately route to the physician
B)record a message for the physician
C)route to the clinical medical assistant
D)route to the administrative medical assistant

Question 24

Match each term with its definition.
Authorizes access to a patient's personal information

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)Interpreter Service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 25

Match each type of call with the method of routing commonly used. (Answers may be used more than once.)
Hospital calling for orders

A)immediately route to the physician
B)record a message for the physician
C)route to the clinical medical assistant
D)route to the administrative medical assistant

Question 26

Match each type of call with the method of routing commonly used. (Answers may be used more than once.)
Prescription refills

A)immediately route to the physician
B)record a message for the physician
C)route to the clinical medical assistant
D)route to the administrative medical assistant

Question 27

Match each type of call with the method of routing commonly used. (Answers may be used more than once.)
Referrals

A)immediately route to the physician
B)record a message for the physician
C)route to the clinical medical assistant
D)route to the administrative medical assistant

Question 28

Match each term with its definition.
Often allows you to select a priority level, depending on the time sensitivity of the message

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)Interpreter Service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 29

Match each term with its definition.
Can be used to help compile contact information for community resources

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)Interpreter Service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 30

Match each type of call with the method of routing commonly used. (Answers may be used more than once.)
Patient requesting medical advice

A)immediately route to the physician
B)record a message for the physician
C)route to the clinical medical assistant
D)route to the administrative medical assistant

Question 31

Match each term with its definition.
Prevents you from disclosing patient information over the telephone to unauthorized parties

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)Interpreter Service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 32

Match each term with its definition.
Should be filled out when a threatening call is received

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)Interpreter Service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 33

Match each term with its definition.
Allows participants in different locations to hear and see each other at the same time

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)Interpreter Service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 34

Match each term with its definition.
Used for reference when placing long distance phone calls

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)Interpreter Service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 35

Match each type of call with the method of routing commonly used. (Answers may be used more than once.)
Billing or insurance calls

A)immediately route to the physician
B)record a message for the physician
C)route to the clinical medical assistant
D)route to the administrative medical assistant

Question 36

Match each term with its definition.
System designed to address patients' language needs

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)Interpreter Service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 37

Match each type of call with the method of routing commonly used. (Answers may be used more than once.)
Any situation deemed to be an emergency by the physician

A)immediately route to the physician
B)record a message for the physician
C)route to the clinical medical assistant
D)route to the administrative medical assistant

Question 38

Match each term with its definition.
May be used to allow patients to request prescription refills

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)Interpreter Service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 39

Match each term with its definition.
Takes patient calls during non-office hours and relays messages to the office or on-call doctor

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)Interpreter Service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 40

Match each type of call with the method of routing commonly used. (Answers may be used more than once.)
Physician from another practice or hospital

A)immediately route to the physician
B)record a message for the physician
C)route to the clinical medical assistant
D)route to the administrative medical assistant