Techniques

Multiple Choice

1. Which is most important when the medical assistant answers the telephone?

a. Obtain insurance information from new patients.

b. Be courteous with a positive attitude and personality.

c. Be willing to keep callers on hold; this is the sign of a busy office and a good doctor.

d. Be able to answer any inquiry a caller to the medical office may have.

ANS: B a. Put the caller on hold. b. Finish with the patient who is at your desk. c. Find out who the caller is. d. Identify the practice and himself or herself.

REF: p. 1056, CAAHEP Competency (2015): V.C.1; ABHES Competency: 8.f.

2. What is the first thing the medical assistant should do when answering a telephone call?

ANS: D a. “What is your name?” b. “Who is this?” c. “May I ask who is calling, please?” d. “Who are you?”

REF: p. 1056, CAAHEP Competency (2015): V.C.1; ABHES Competency: 8.f.

3. When answering the telephone, what is the best question for the medical assistant to ask to find out a caller’s name?

ANS: C a. Speaking rapidly b. Multitasking c. Assuming a pleasing but artificial telephone voice d. Speaking louder than normally

REF: p. 1056, CAAHEP Competency (2015): V.C.1; ABHES Competency: 8.f.

4. Which of the following is an important aspect of a pleasing telephone personality?

ANS: D a. At least every 10 seconds b. At least every 20 seconds c. At least every 30 seconds d. At least every minute

REF: p. 1056, CAAHEP Competency (2015): V.C.4; ABHES Competency: 8.f.

5. How often should the medical assistant check back with a caller who is on hold?

ANS: C a. Use a telephone headset. b. Tuck the receiver between the head and shoulder to leave the hands free. c. Be sure that the computer screen is tilted downward. d. Use a cordless telephone.

REF: p. 1056, CAAHEP Competency (2015): V.C.4; ABHES Competency: 8.f.

6. How can the medical assistant prevent neck and shoulder strain when answering telephone calls?

ANS: A a. Desk clock, computer clock, or wristwatch b. Loose-leaf notebook c. Paper clips d. Telephone book or Rolodex containing telephone numbers

REF: pp. 1056-1057, CAAHEP Competency (2015): XII.C.7.b; ABHES Competency: 2.a.

7. Which of the following items should be readily available when taking telephone messages?

ANS: A a. The caller is talking to the intended recipient. b. The caller has been accidentally disconnected. c. The call has gone to the recipient’s voicemail. d. The intended recipient has not yet answered the telephone. a. Speed dialing b. Call forwarding c. Call waiting d. Caller ID a. When a telephone call must be transferred to a different extension. b. When the line is busy and the call is sent to voicemail. c. When all incoming calls are rerouted to another telephone number. d. When the person answering the telephone wants to be able to identify a caller before answering the telephone. a. Answer calls when the office is closed. b. Answer all of the physician’s telephone calls. c. Answer calls only when the office is very busy. d. Make it unnecessary for the office to hire a receptionist.

REF: p. 1056, CAAHEP Competency (2015): V.P. 7; ABHES Competency: 8.a.

8. If the medical assistant has transferred a telephone call, but the light for that extension continues to blink, what does it mean?

ANS: D REF: p. 1057, CAAHEP Competency (2015): V.P.6; ABHES Competency: 8.f.

9. What is the name of the telephone feature that allows a medical assistant to send calls from one telephone number or extension to another?

ANS: B REF: p. 1058, CAAHEP Competency (2015): V.P.6; ABHES Competency: 8.f.

10. When is call forwarding used?

ANS: C REF: p. 1058, CAAHEP Competency (2015): V.P.6; ABHES Competency: 8.f.

11. Which is done by an answering service if one is used by the medical office?

ANS: A a. It is built into the telephone system. b. It requires a separate answering device attached to each telephone. c. It requires one separate electronic device for the entire office. d. It requires an independent company that answers the telephone for a number of clients.

REF: p. 1058, CAAHEP Competency (2015): V.C.4; ABHES Competency: 8.e.

12. Which of the following is true about voicemail?

ANS: A a. Pager b. Smartphone c. Radio phone d. Ordinary cell phone

REF: p. 1058, CAAHEP Competency (2015): V.C.8; ABHES Competency: 7.b.

13. Which type of electronic device may add computer capabilities to a telephone with software such as a drug reference?

ANS: B a. Digital pager b. Numeric pager c. Alphanumeric pager d. Alert-only

REF: p. 1058, CAAHEP Competency (2015): V.C.8; ABHES Competency: 7.b.

14. Which type of pager can display a message in addition to the telephone number of the caller?

ANS: C a. Referral system b. Voice mail system c. Answering service d. Electronic routing system

REF: p. 1059, CAAHEP Competency (2015): V.C.8; ABHES Competency: 7.b.

15. What type of telephone system offers the caller a menu with several options when the telephone is answered?

ANS: D a. Tampering b. Eavesdropping c. Screening d. Policing

REF: pp. 1059-1060, CAAHEP Competency (2015): V.C.8; ABHES Competency: 7.b.

16. What is it called when the medical assistant determines which telephone calls will go to the physician?

ANS: C a. Ask for the caller’s name and then transfer the call to the office manager’s extension. b. Ask for the caller’s name and offer to take a message for the office manager. c. Place the caller on hold and call the office manager to find out if she wants to take the call. d. Offer to transfer the call to the office manager’s voicemail.

REF: p. 1060, CAAHEP Competency (2015): V.P.6; ABHES Competency: 9.b.

17. If a caller asks for the office manager by name, what should the medical assistant usually do?

ANS: A a. A laboratory reporting negative results. b. Another doctor to whom a referral was made. c. An angry patient who insists on speaking to the doctor. d. A caller who says that she will only speak with the physician.

REF: p. 1060, CAAHEP Competency (2015): V.P.6; ABHES Competency: 9.b.

18. Which of the following calls is put through immediately to the doctor, even if the doctor is with a patient?

ANS: B a. To allow the physician to avoid constant interruptions while he or she is seeing patients b. To be sure that patient’s understand how important the physician’s time is c. To encourage patients to make appointments if they have questions for the physician d. To save the expense of having one person assigned to answering incoming calls e. All are correct a. Requests to schedule appointments b. Billing inquiries c. Requests for results of laboratory tests or diagnostic procedures d. Requests for directions to the office a. Use abbreviations that only she is familiar with. b. Use pieces of paper for the messages to leave on the doctor’s desk. c. Give the message verbally to the receptionist to write down. d. Have the appropriate materials readily available to properly document the call.

REF: p. 1065, CAAHEP Competency (2015): V.P.6; ABHES Competency: 9.b.

19. What is the purpose of taking messages for the physician even if he or she is in the office?

ANS: A REF: p. 1060, CAAHEP Competency (2015): V.P.6; ABHES Competency: 8.f.

20. Which of the following types of call does the medical assistant usually handle only by taking a message?

ANS: C REF: p. 1060, CAAHEP Competency (2015): V.P.7; ABHES Competency: 8.f.

21. How can the medical assistant take telephone messages in an organized manner?

ANS: D a. Nausea of 2 days’ duration b. Diarrhea that appears to be getting more frequent c. Pain in the arms with shortness of breath d. All are correct e. None are correct

REF: p. 1056, CAAHEP Competency (2015): V.P.7; ABHES Competency: 8.a.

22. For which of the following symptoms can the medical assistant offer advice over the telephone?

ANS: E a. The patient’s address b. If the patient is calling from home or work c. The patient’s age and/or date of birth d. The patient’s temperature

REF: p. 1062, CAAHEP Competency (2015): V.P.6; ABHES Competency: 9.b.

23. Which of the following should always be included when the medical assistant takes a message?

ANS: C a. Set up a system to send patients letters with laboratory results. b. Tell patients that they will only be notified about laboratory results if they are abnormal. c. Call all patients if laboratory results are normal to avoid bothering the physician. d. Instruct patients not to bother the office with requests for laboratory results.

REF: p. 1060, CAAHEP Competency (2015): V.P.7; ABHES Competency: 8.a.

24. How can the medical office reduce the number of telephone calls from patients requesting laboratory results?

ANS: A a. How many months or years the patient has been taking the medication b. The medication name and dose c. The approximate date of the last appointment with the physician d. Symptoms the patient is having that require a refill of the medication

REF: p. 1061, CAAHEP Competency (2015): V.C.1; ABHES Competency: 8.f.

25. If a patient calls to request a medication refill, which information should always be included in the message?

ANS: B a. The address to which the prescription should be mailed. b. If the pharmacy used by the patient accepts e-prescriptions. c. The prescription number of the patient’s current supply of the medication. d. If the patient wants the prescription filled at a pharmacy or by mail order.

REF: p. 1067, CAAHEP Competency (2015): V.P.7; ABHES Competency: 8.a.

26. When a patient calls to request a medication refill, which information should be included in the message?

ANS: D a. Give the patient directions to the hospital or laboratory usually used by the patients of the office. b. Obtain authorization for the test from the physician and complete any necessary paperwork. c. Tell the patient that he or she must make an appointment to discuss the request with the physician. d. Complete a referral form if the patient has managed care insurance coverage.

REF: p. 1067, CAAHEP Competency (2015): V.P.7; ABHES Competency: 8.a.

27. If a patient calls to request authorization for a laboratory or diagnostic test, what should the medical assistant do?

ANS: B a. Family members who have inquired about the patient’s status b. The parents of a patient who is a child c. A patient of the medical office d. None are correct

REF: p. 1060, CAAHEP Competency (2015): 8.C.3.a; ABHES Competency: 8.c.

28. To whom can medical assistants leave a telephone message containing test results?

ANS: D a. To put the call through to the physician’s extension b. To provide information about the next available appointment time for a pharmaceutical representative to meet with the physician c. To offer to take a message for the physician d. To say that the caller will have to come to the office and see if the physician has time to speak with him or her

REF: p. 1061, CAAHEP Competency (2015): X.C.3; ABHES Competency: 4.b.

29. If a sales representative from a pharmaceutical company calls and asks to speak to the physician, what would be the best response by the medical assistant?

ANS: B a. In an emergency, the medical assistant is permitted to give medical advice over the telephone. b. The medical assistant should transfer an emergency call to a licensed health professional if one is in the office. c. A caller with a medical emergency should usually be instructed to come to the medical office immediately. d. The medical assistant should always ask to speak to the patient about his or her symptoms in an emergency.

REF: p. 1062, CAAHEP Competency (2015): VI.C.1; ABHES Competency: 8.d.

30. Which of the following statements about emergency telephone calls is true?

ANS: B a. Call back in 20 minutes, because the physician should have arrived by then. b. Call an ambulance (911) and have the child taken to the emergency department. c. Wait by the telephone while the medical assistant contacts the physician and asks for advice. d. Take the child’s temperature and call back if it is above 103° F.

REF: p. 1062, CAAHEP Competency (2015): V.P.6; ABHES Competency: 9.g.

31. The medical assistant receives a telephone call before any other office staff have arrived at the office stating that the caller’s child has burned her left hand and arm with boiling water. What should the medical assistant tell the patient?

ANS: B a. The medical assistant should instruct the patient to call an ambulance. b. The medical assistant should offer to take a message for the physician. c. The medical assistant should offer the patient an open appointment for that afternoon. d. The medical assistant should instruct the patient to drive to the emergency department of the local hospital.

REF: p. 1062, CAAHEP Competency (2015): V.P.6; ABHES Competency: 9.g.

32. The medical assistant receives a telephone call in the morning from a patient who states that she has had a respiratory infection for several days, and that today she feels worse and is running a fever. Which of the following is the best response by the medical assistant?

ANS: C a. Interrupt while the caller is talking if the caller says something that is incorrect. b. Say nothing and let the caller vent. c. Hang up on the caller after telling him or her to call back when he or she feels calmer. d. Use a calm voice to ask questions and obtain information about what has angered the caller.

REF: p. 1062, CAAHEP Competency (2015): V.P.1; ABHES Competency: 8.d.

33. If an angry person calls the office, what should the medical assistant do or try to do?

ANS: D a. Put the call through to the physician. b. Instruct the caller to write a letter to the physician and mark it “personal.” c. Describe the call on a message form and state that the caller refused to identify himself. d. Keep the caller on the line while a coworker calls the police to have the telephone call traced.

REF: p. 1062, CAAHEP Competency (2015): V.C.4; ABHES Competency: 8.f.

34. How should the medical assistant handle a call if the caller refuses to give any information and insists on speaking to the physician?

ANS: B a. A request to call him or her at the medical office, and the medical office telephone number. b. A request to call him or her regarding a bill, and his or her cell phone number. c. A description of the problem with the bill and a request to call the office, including the office telephone number. d. No message, to protect the patient’s privacy.

REF: p. 1062, CAAHEP Competency (2015): V.C.4; ABHES Competency: 8.d.

35. If a medical assistant makes a call to a patient regarding the patient’s bill and obtains an answering machine, what message should the medical assistant leave?

ANS: A a. If the physician already knows the party being called. b. If the physician will be ready to talk as soon as the call has been completed. c. If the call is local or long distance. d. If the caller is expecting the call.

REF: p. 1063, CAAHEP Competency (2015): X.C.3; ABHES Competency: 4.b.

36. What should the medical assistant determine before placing a call for a physician?

ANS: B a. Whenever there are a few free minutes. b. At any time when the physician is not in the office. c. During a scheduled break or lunch period. d. When the medical assistant can be sure that someone is available to cover his or her duties.

REF: p. 1063, CAAHEP Competency (2015): V.C.4; ABHES Competency: 8.f.

37. When should the medical assistant make a personal telephone call if he or she is at work at a medical office?

ANS: C a. The day of the appointment b. 24 to 48 hours before the appointment c. 3 to 4 days before the appointment d. 1 week before the appointment

REF: p. 1063, CAAHEP Competency (2015): V.C.1; ABHES Competency: 11.b.

38. When are appointment reminder calls usually placed to patients?

ANS: B a. They save time for the medical assistant. b. The patient can usually confirm or cancel the appointment as part of the call. c. They are linked to the appointment schedule and occur automatically. d. Patients prefer to receive a computerized call instead of talking to the medical assistant.

REF: p. 1063, CAAHEP Competency (2015): V.C.1; ABHES Competency: 8.d.

39. Which of the following is NOT an advantage of using computer programs for telephone calls to remind patients about appointments?

ANS: D a. The call needs to be placed through an operator. b. The call should be dialed with a country code. c. The medical assistant should always ask the physician if she may make a long-distance call. d. The call should be placed during business hours of the time zone in which the company is located.

REF: p. 1063, CAAHEP Competency (2015): V.C.8; ABHES Competency: 7.b.

40. When placing a long-distance call to ask about an equipment order from a company in a different state, what should the medical assistant keep in mind?

ANS: D

REF: p. 1063, CAAHEP Competency (2015): V.C.4; ABHES Competency: 8.f.

TRUE/FALSE

1. Qualities such as friendliness and concern or boredom and indifference are clearly communicated over the telephone.

ANS: T

REF: p. 1056, CAAHEP Competency (2015): V.C.1; ABHES Competency: 8.f.

2. Call park allows storage of frequently called telephone numbers in the telephone system’s memory.

ANS: F

REF: p. 1058, CAAHEP Competency (2015): V.C.8; ABHES Competency: 7.b.

3. A voicemail system in a medical office usually allows a caller to leave messages for a specific individual or department.

ANS: T

REF: p. 1058, CAAHEP Competency (2015): V.C.8; ABHES Competency: 7.b.

4. When a patient asks to speak to the physician, the medical assistant usually transfers the call if the physician is in the office.

ANS: F

REF: p. 1062, CAAHEP Competency (2015): V.P. 7; ABHES Competency: 8.a.

5. When a patient calls to report satisfactory progress after a specified interval, the medical assistant must either put the call through to the physician or take a message asking the physician to call the patient.

ANS: F

REF: p. 1060, CAAHEP Competency (2015): V.P. 7; ABHES Competency: 8.a.

6. When a patient calls to request a refill of a prescription for an antibiotic, the medical assistant should ask what symptoms the patient is having that would require a refill.

ANS: T

REF: p. 1061, CAAHEP Competency (2015): V.P.7; ABHES Competency: 8.a.

7. Most offices have a guide with screening questions to assist medical assistants with telephone calls related to urgent or emergency conditions.

ANS: T

REF: p. 1061, CAAHEP Competency (2015): V.P.6; ABHES Competency: 9.g.

8. The telephone number of the poison control center should be placed next to every telephone in the medical office.

ANS: T

REF: p. 1062, CAAHEP Competency (2015): XII.C.8; ABHES Competency: 9.g.

9. If the medical assistant answers a telephone call, and the caller seems confused, the medical assistant should just take a message for the physician.

ANS: F

REF: pp. 1062-1063, CAAHEP Competency (2015): V.C.4; ABHES Competency: 8.f.

10. The HIPAA privacy rule prohibits health care providers from calling patients and leaving messages unless the patient has signed a form consenting to telephone calls.

ANS: F

REF: p. 1063, CAAHEP Competency (2015): X.C.3; ABHES Competency: 4.b.