Question 1

The technical terminology or characteristic idiom of a particular group is called

Accepted Answer

A)   salutation.
B)   monotone.
C)   jargon.
D)   enunciation.E) A) and D)
F) C) and D) C

Question 2

Which of the following is essential to active listening?

Accepted Answer

A)   Listen to what the speaker is saying
B)   Listen to nonverbal clues
C)   Interpret what the message is
D)   Restate the message
E)   All of the aboveF) A) and B)
G) A) and C)

Question 3

The medical assistant should speak at a moderate pace when talking with patients on the telephone.

Accepted Answer

A) True 
 B)False

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

STAT means "as soon as possible."

Accepted Answer

A) True 
 B)False  FALSE

Question 6

The continental United States is divided into __________ standard time zones.

Accepted Answer

four
The United Stat...

Question 7

Which of the following greetings is recommended as appropriate for handling incoming calls in an extremely busy medical office?

Accepted Answer

A)   "Good morning. This is Dr. Bewell's office. Ms. Blakely speaking."
B)   "Dr. Bewell's office. Ms. Blakely speaking."
C)   "Thank you for calling Dr. Bewell's office. This is Tina."
D)   "Dr. Bewell's office."E) None of the above
F) A) and D)

Question 8

If a question arises as to how a task should be handled in the office, the medical assistant should consult the ___________________________.

Accepted Answer

policy and procedures manual
Office policy and procedures manuals should detail each step of tasks that are performed in the medical office.

Question 9

The office should have a clear set of ____________ to the facility available so that they can be easily given to patients who request them.

Accepted Answer

directions
A clear set of dire...

Question 10

A pleasing telephone voice is developed by using

Accepted Answer

A)   customer service.
B)   a monotone.
C)   clarity.
D)   professional jargon.E) A) and B)
F) A) and C)

Question 11

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.E) C) and D)
F) All of the above

Question 12

The guidelines for medical confidentiality apply equally to telephone conversations; therefore take care that no one overhears sensitive information.

Accepted Answer

A) True 
 B)False

Question 13

Office policy must dictate that medical assistants can give __________ results to patients before they perform this task (unless this is prohibited in their state).

Accepted Answer

test
Medical assistants should...

Question 14

Which of the following best describes the primary goal of "screening" telephone calls?

Accepted Answer

A)   Preventing calls from reaching the physician
B)   Handling calls at the lowest level possible
C)   Selecting which calls should be forwarded to which staff members through an understanding of the purpose of the call
D)   Determining whether the calls are emergenciesE) A) and B)
F) A) and D)

Question 15

Active listening involves

Accepted Answer

A)   giving the same attention to a person on the phone as would be given to a person face to face.
B)   concentrating on the conversation at hand.
C)   discovering vital information.
D)   All of the aboveE) A) and C)
F) B) and D)

Question 16

When answering a telephone for a healthcare practice, which of the following practices helps create a positive impression on the caller?

Accepted Answer

A)   Speak in monotone
B)   Smile
C)   Use medical jargon
D)   All of the aboveE) A) and B)
F) A) and C)

Question 17

Referrals to other physicians should always be __________ in the patient's medical record.

Accepted Answer

documented
Any referral to another physi...

Question 18

Placing and receiving personal calls should be avoided during business hours.

Accepted Answer

A) True 
 B)False

Question 19

The medical assistant can refer patients to an Internet map if they call for directions to the physician's office.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following are common sources of incoming calls to the physician's office?

Accepted Answer

A)   Other physicians
B)   New patients
C)   Laboratories
D)   All of the aboveE) B) and C)
F) A) and D)

Exam 8: Telephone Techniques

The technical terminology or characteristic idiom of a particular group is called

Correct AnswerverifiedC

Which of the following is essential to active listening?

Correct AnswerverifiedShow Answer

The medical assistant should speak at a moderate pace when talking with patients on the telephone.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

STAT means "as soon as possible."

Correct AnswerverifiedFALSE

The continental United States is divided into __________ standard time zones.

Correct AnswerverifiedfourThe United Stat...View AnswerShow Answer

Which of the following greetings is recommended as appropriate for handling incoming calls in an extremely busy medical office?

Correct AnswerverifiedShow Answer

If a question arises as to how a task should be handled in the office, the medical assistant should consult the ___________________________.

Correct Answerverifiedpolicy and procedures manual Office policy and procedures manuals should detail each step of tasks that are performed in the medical office.

The office should have a clear set of ____________ to the facility available so that they can be easily given to patients who request them.

Correct AnswerverifieddirectionsA clear set of dire...View AnswerShow Answer

A pleasing telephone voice is developed by using

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The guidelines for medical confidentiality apply equally to telephone conversations; therefore take care that no one overhears sensitive information.

Correct AnswerverifiedShow Answer

Office policy must dictate that medical assistants can give __________ results to patients before they perform this task (unless this is prohibited in their state).

Correct AnswerverifiedtestMedical assistants should...View AnswerShow Answer

Which of the following best describes the primary goal of "screening" telephone calls?

Correct AnswerverifiedShow Answer

Active listening involves

Correct AnswerverifiedShow Answer

When answering a telephone for a healthcare practice, which of the following practices helps create a positive impression on the caller?

Correct AnswerverifiedShow Answer

Referrals to other physicians should always be __________ in the patient's medical record.

Correct AnswerverifieddocumentedAny referral to another physi...View AnswerShow Answer

Placing and receiving personal calls should be avoided during business hours.

Correct AnswerverifiedShow Answer

The medical assistant can refer patients to an Internet map if they call for directions to the physician's office.

Correct AnswerverifiedShow Answer

Which of the following are common sources of incoming calls to the physician's office?

Correct AnswerverifiedShow Answer

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C

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FALSE

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four
The United Stat...
View Answer

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policy and procedures manual Office policy and procedures manuals should detail each step of tasks that are performed in the medical office.

Correct Answer
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directions
A clear set of dire...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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test
Medical assistants should...
View Answer

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Correct Answer
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Correct Answer
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Correct Answer
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documented
Any referral to another physi...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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