Deck 12: Telecommunications

Question 1

Which of the following phone calls should be referred to the provider?

A) Billing questions
B) Complaints about medical treatment or care
C) Questions regarding office hours
D) Patients requesting to schedule an appointment

Answer 1

Complaints about medical treatment or care

Question 2

For the non-bilingual medical assistant,what technique may help with communication to non-English speaking patients?

A) Speak louder than normal
B) Speak faster than normal
C) Ask the person whether clarification is needed
D) Be impatient

Answer 2

Ask the person whether clarification is needed

Question 3

Which of the following best describes the process of communicating in digital form over computer networks?

A) Facsimile machine
B) Automated routing unit
C) E-mail
D) Answering service

Answer 3

E-mail

Question 4

An important part of telephone courtesy is listening.Which of the following is NOT an appropriate action when listening?

A) Pay attention to what is being said.
B) Do not interrupt.
C) Use empathy.
D) Help slow talkers finish their sentences.
E) Listen to tone of voice.

Question 5

The medical assistant should answer the telephone by the end of which ring in order to create a positive impression to the patient?

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

Question 6

Which of the following is NOT a consideration to use for effective message taking?

A) Use a standard message pad with a carbonless copy.
B) Always attach a patient's message to the chart before putting it on the provider's desk.
C) Use technical terms to convey a professional image.
D) When you take a message, give callers an approximate callback time.

Question 7

In the medical office,which of the following calls would be routed to the clinical medical assistant?

A) Billing questions
B) Scheduling tests for patients
C) Requests for new prescriptions
D) Other providers

Question 8

Which of the following is NOT an advantage of the fax machine in the medical office?

A) The document is transmitted immediately.
B) The cost of a fax is approximately the same as a telephone call.
C) Patient care can be enhanced.
D) Faxes are easy to use because most have to be forwarded to the provider.

Question 9

Which of the following telephone courtesies should be used while on the telephone with a patient?

A) Use jargon.
B) Use common terms.
C) Use slang.
D) Never use caller's name.

Question 10

Which of the following best describes a system that answers the call and provides the caller with a choice of departments or services that can be accessed by pressing a specified number on the touch-tone telephone?

A) Facsimile machine
B) Automated routing unit
C) Electronic mail
D) Answering service

Question 11

Administrative medical assistants staffing the reception desk would be responsible for which of the following tasks?

A) Greeting patients
B) Scheduling appointments
C) Answering general questions about the practice
D) a and b only
E) a, b, and c

Question 12

Which of the following terms best describes speaking your words clearly and articulating carefully?

A) Pronunciation
B) Articulation
C) Enunciation
D) Locution
E) Modulation

Question 13

Which of the following is NOT a communication problem associated with the elderly?

A) Impaired hearing
B) Inability to understand new procedures
C) Inability to move quickly
D) Confusion

Question 14

Which of the following is a way by which first impressions are conveyed?

A) Body posture
B) Body language
C) Facial expressions
D) All of the above

Question 15

Which of the following best describes the purpose of a standard telephone pad for taking messages?

A) To have carbon copies in order to maintain written records
B) For emergency calls only
C) For making appointments
D) For screening calls

Question 16

When handling problem calls,which of the following is NOT an appropriate action for the medical assistant to use in order to help the caller calm down?

A) Listen to what is upsetting the caller.
B) Immediately tell them how you can help them.
C) Defuse the situation.
D) Remain calm and in control.

Question 17

According to telephone courtesies,when is it acceptable to place a patient on hold?

A) When it is an urgent call
B) When it is an emergency only
C) When you have the patient's name and why they are calling
D) Anytime, without asking and receiving permission to do so

Question 18

Which of the following is the act of evaluating the urgency of a medical situation and prioritizing treatment?

A) Listening
B) Screening
C) Empathy
D) Fluency

Question 19

What information is the medical assistant required to obtain on a new patient contacting the office?

A) Patient's name
B) Name of referral source
C) Daytime telephone number
D) All of the above

Question 20

Which of the following terms best describes using a voice that varies in pitch and intensity?

A) Pronunciation
B) Articulation
C) Enunciation
D) Locution
E) Modulation

Question 21

MATCHING
Indicate whether the medical assistant or provider should process the calls listed.

billing question

A)medical assistant
B)provider

Question 22

Which is not a type of VoIP service?

A) Protocol connection
B) Computer/computer
C) IP phone
D) Analog telephone adapter

Question 23

Which of the following has a profound effect on how you sound to the person on the other end of the line?

A) Volume
B) Enunciation
C) Pronunciation
D) All of the above

Question 24

What is the primary reason for repeating information back to a caller while screening calls?

A) Gives the caller a chance to clarify and/or confirm information
B) Lets the caller know you are listening
C) Gives appearance of professionalism
D) Keeps you focused

Question 25

You start an incoming call by asking the caller some questions in order to screen calls.Why is this important?

A) To be sure the caller talks to the person who will be most helpful
B) To elicit information and give you time to think
C) To give you time to signal the office manager for help
D) To get out your protocol book to help the person

Question 26

Which of the following is an example of the types of questions you need to ask in an emergency?

A) What happened? Who is the patient? How long have you had these symptoms? Do you take medications?
B) What happened? Who is the patient? Is this a new patient?
C) How long have you had these symptoms? Is there any fever? Are you taking any medications?
D) What happened? Who is the patient? Is the patient breathing or bleeding?

Question 27

MATCHING
Indicate whether the medical assistant or provider should process the calls listed.

provider's family

A)medical assistant
B)provider

Question 28

MATCHING
Indicate whether the medical assistant or provider should process the calls listed.

prescription refill request

A)medical assistant
B)provider

Question 29

MATCHING
Indicate whether the medical assistant or provider should process the calls listed.

routine progress reports

A)medical assistant
B)provider

Question 30

To ensure patient confidentiality and practice sensible risk management,never discuss a patient with which of the following?

A) Members of the office staff when necessary to the patient's care
B) Patient's insurance carrier even if you have a signed release
C) Credit bureau/collection agency
D) Patient's attorney even if you have a signed release

Question 31

MATCHING
Indicate whether the medical assistant or provider should process the calls listed.

STAT Report

A)medical assistant
B)provider

Question 32

MATCHING
Indicate whether the medical assistant or provider should process the calls listed.

information about the practice

A)medical assistant
B)provider

Question 33

While you are asking questions,the person states,"I just took a bunch of pills." What do you ask next?

A) How much did you take?
B) Are there overdose instructions on the bottle?
C) What did you take?
D) What is the medication dosage?

Question 34

MATCHING
Indicate whether the medical assistant or provider should process the calls listed.

scheduling patient test

A)medical assistant
B)provider

Question 35

MATCHING
Indicate whether the medical assistant or provider should process the calls listed.

pharmaceutical sale representative

A)medical assistant
B)provider

Question 36

MATCHING
Indicate whether the medical assistant or provider should process the calls listed.

insurance information

A)medical assistant
B)provider

Question 37

The provider is seeing a patient.In which of the following situations would you put the caller directly through to the physician?

A) Laboratory is reporting test results.
B) Caller will give his name to provider only.
C) Another provider is calling from another facility.
D) Pharmacy is calling for narcotic refill.

Question 38

MATCHING
Indicate whether the medical assistant or provider should process the calls listed.

other providers

A)medical assistant
B)provider